DELIVERING DIFFERENTIATED CUSTOMER ENGAGEMENT Connected Devices - Connected ConsumersGenesys Engagement Manager

Angelo Cicchitto – Senior Solutions Architect

Pat Mackey – Senior Director of Product Management

• ADWORDS

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• SOCIAL

click• EMAIL

CAMPAIGN

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• 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