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DELIVERING DIFFERENTIATED CUSTOMER ENGAGEMENT Connected Devices - Connected ConsumersGenesys Engagement Manager
Angelo Cicchitto – Senior Solutions Architect
Pat Mackey – Senior Director of Product Management
• ADWORDS
click
• SOCIAL
click• EMAIL
CAMPAIGN
click
• CONVERSION $$
Purchase
1 WEEK LATER
SAME DAY
A FEW DAYS LATER
LETS TAKE AN EXAMPLE PURCHASE JOURNEY
IF YOU BREAKDOWN JOURNEYS INTO 3 PHASES
GENERATE AWARENESS
BOOST INTEREST
SEAL THE DEAL
BEGINNING MIDDLE END
AD-WORDS CLICK
TAILORED ADSDISCOUNTS
SHOPPING CART
LIVE ASSIST
SERIES OF MICRO MOMENTS OCCUR
CUSTOMER ARRIVES ON YOUR
WEBSITEI WANT TO SEE
STIMULUS
I WANT TO BUYINTENT/ACTION
I WANT TO DORETENTION
THESE MICRO-MOMENTS ARE CHANCES FOR BRANDS TO MEET THEIR CUSTOMERS AT THEIR MOMENTS OF INTENT, WHEN DECISIONS ARE BEING MADE OR PREFERENCES ARE BEING SHAPED.
VIEW CONTENT
PLAY VIDEOS
COMPARE
ADD TO CART
REGISTER ACTIVATE
RESEARCH
BE RELEVANT
BE THERE
BE FRICTIONLESS
BE ACCOUNTABLE
RIGHT TIME
RIGHT RESOURCE
RESOLVE!
RIGHT CHANNEL
CONSUMERS EXPECT YOU TO BE THERE
CUSTOMER, CONTEXT &INTERACTION HISTORY
ENGAGEMENT CHANNELS
MONITORING ANDENGAGEMENT
WEB TAGGINGSELF SERVICEPROACTIVE OFFERSNOTIFICATIONS
EMAIL WEB FORMS, CHATCALLBACK, CLICK TO CALL
SMS, SOCIAL
CONTACTS & PREFRENCESCONTEXT/JOURNEY INFO
WEB HISTORY
GENESYS ENGAGEMENT MANAGERIT IS HERE. NOW
WHAT IS ENGAGEMENT MANAGER?
Complex Event Processing Customer Journey Capture and Engagement
Engage with customers consistently
Bring business rules, conversation history, locations and customers
preferences to your digital interactions, enabling enhanced
personalization and a richer customer experience which increases loyalty
and satisfaction.
Provide superior cross-channel experiences – including web-based,
self-service interactions such as knowledge-assisted search, web
forms and email
Engage with customers at the right time, with the right person, on the
right channel. Reduce shopping cart abandonment. Improve sales
conversion
Genesys Engagement Manager – is the next evolution of Genesys Web Engagement. It is the Real-time Event Management component required for monitoring and engaging with your users – on the web, mobile (web and apps) and IoT.
THE BUILDING BLOCKS
DEFINE THE EVENTS CREATE THE CAMPAIGNBUILD THE RULES OF
ENGAGEMENTPUBLISH AND EXECUTE
◉ CREATE SEPARATE CAMPAIGNS OR RULES BASED ON A VARIETY OF CONDITIONS. ● REFERRER (SOCIAL, ADWORDS ETC.)
● GEOLOCATION, PRODUCTS, SUB-BRANDS
● INITIATIVES (NEW PRODUCT LAUNCH, REVIVING A UNDERPERFORMING PRODUCT)
EVENTS
SYSTEM EVENTS
STRUCTURED EVENTS
CAMPAIGN
RULES
GOALS
RULES
EVENT SEQUENCE
ACTIONS
PUBLISH
SAVE
ACTIVATE
WEB INSPECTOR: EVENTS AND TRIGGERS
WEB INSPECTOR: EVENTS AND TRIGGERS
TRIGGERS: WHEN TO FIRE AN EVENT
TRIGGERS: WHEN TO FIRE AN EVENT
GENERATE CODE FOR DEVELOPERS
CREATE NEW CAMPAIGNS
DEFINE RULES OF ENGAGEMENT
DEFINE RULES OF ENGAGEMENT
FILTER OUT THE NOISE
FILTER OUT THE NOISE
ACTIONSActions can be applied to every micro-moment
ACTIONS
SELF SERVICE
CREATE DESIRE/GAIN AWARENESS
KNOWLEDGE
NUDGEMICRO APPS
ADVERTS BOTS
ASSISTED SERVICE
SEAL THE DEAL
PROACTIVE CHAT
PROACTIVE CALLBACK
WEB FORMS
CLICK TO CALL
BACKEND INTEGRATIONS
CONNECTING THE DOTS
CUSTOMER LOOKUP
JOURNEY MGMT
3RD PARTYINTEG.
OUTBOUND
GEM STUDIO – ACTION TYPES
ACTION TYPE DESCRIPTION
CALLBACK TRIGGERS CALLBACK WIDGET
CHAT TRIGGERS CHAT WIDGET
CLICK TO CALL TRIGGERS CALL-US WIDGET
KNOWLEDGE SEARCH TRIGGERS SEARCH WIDGET
SEND MESSAGE TRIGGERS SEND MESSAGE WIDGET (EMAIL)
WEB HOOK TRIGGERS HTTP REQUEST TO URLALLOWS FOR SERVER SIDE INTEGRATIONS
WEB NOTIFICATION TRIGGERS JS FUNCTION ON CUSTOMER WEBPAGEALLOWS FOR CLIENT SIDE INTEGRATIONS
WIDER ACTION LIBRARY AND CUSTOM ACTIONS PLANNED
DEFINING THE ACTIONS
WIDGET BUS/API
MONITORINGKNOWLEDGE CENTER
CHAT
CO-BROWSE
CALLBACK
YOU
R W
IDG
ETS
CUSTOMER FACING WIDGETS
CUSTOMER FACING WIDGETS
Use Cases
GEM FOR CUSTOMER ENGAGEMENT
eCommerce
• Push knowledge articles
• Notifications of updates
• Invitations to connect with an agent
Support
• Push discounts
• Push offers
• Invitations to connect with a rep
• Lead Tracking
• Push offers
• Opt in/out
• Invitations to connect with a rep
Marketing
GEM + IOT FOR CUSTOMER ENGAGEMENT
Automotive Retail Healthcare
• Predictive Maintenance and safety
• Location- based services
• Usage-based insurance
• Personalized Mobile Shopping Experience
• Personalized Interactive Digital Signage
• Usage-based insurance
Consumer Electronics
• Proactive health check and alerts
• Predictive device maintenance
• Remote diagnosis with data analytics
• Proactive maintenance
• Predictive device maintenance
• Remote diagnosis with data analytics
LISTEN TO EVENTS FROM MANY SOURCES
Real-time Complex Event Processing and edge view
Web & MobileMonitoring
Knowledge Center
Behavior Hub
Digital Virtual Assistance
Marketing Automation
Self service micro apps
IOT
Micro Apps
Analytics
Genesys CX Platform
ContextServices
Routing Engine
Engagement Manager
Even
ts a
nd
Inte
ract
ion
s
Engagement Manager Reporting
Engagement Manager Studio
How does it all fit together?
ARCHITECTURE
CHAT SERVER (N+1)
INTERACTION SERVER
ORCHESTRATION SERVER (N+1)
COMPOSER
REPORTING
CONVERSATION MANAGER
GENESYSWIDGETS
OFFER WIDGET
CHAT WIDGET
CALLBACK WIDGET
WEB ENG.
_GT.PUSH()
NOTIFICATIONAPI
CX BUSCOMMAND
ENGAGEMENT MANAGER (N+1)
GENESYS MOBILE SERVICES (N+1)
EVENT PROCESSING
STUDIO
CALLBACK AND PUSH
NOTIFICATION
DIGITAL CHANNELS API
WEB TIER TIER 1 TRUSTED ZONE
CALLBACKAPI
CHAT API V2 FLEX CHAT
JOURNEY TIMELINE
INTERACTIONS
SCXMLROUTING/IVR
APPS
CONTEXTSERVICES
API
MORE SESSIONS TOMORROW ON IOT AND BOTS
STOP BY THE BOOTH TO TRY OUT ENGAGEMENT MANAGER
STUDIO
TALK TO YOUR ACCOUNT TEAM FOR MORE DETAILS
BRAINSTORM IDEAS AND LET US KNOW HOW WE CAN IMPROVE THE PRODUCT