DELIVERING DIFFERENTIATED CUSTOMER ENGAGEMENT

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2 DELIVERING DIFFERENTIATED CUSTOMER ENGAGEMENT Connected Devices - Connected Consumers Genesys Engagement Manager Angelo Cicchitto Senior Solutions Architect Pat Mackey Senior Director of Product Management

3 LETS TAKE AN EXAMPLE PURCHASE JOURNEY SAME DAY ADWORDS SOCIAL click CAMPAIGN Purchase CONVERSION $$ click click 1 WEEK LATER A FEW DAYS LATER

4 IF YOU BREAKDOWN JOURNEYS INTO 3 PHASES BEGINNING MIDDLE END AD-WORDS CLICK TAILORED ADS DISCOUNTS SHOPPING CART LIVE ASSIST GENERATE AWARENESS BOOST INTEREST SEAL THE DEAL

5 SERIES OF MICRO MOMENTS OCCUR CUSTOMER ARRIVES ON YOUR WEBSITE I WANT TO SEE STIMULUS I WANT TO BUY INTENT/ACTION I WANT TO DO RETENTION VIEW CONTENT COMPARE PLAY VIDEOS ADD TO CART REGISTER RESEARCH ACTIVATE 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.

6 CONSUMERS EXPECT YOU TO BE THERE BE THERE RIGHT CHANNEL BE RELEVANT RIGHT TIME BE FRICTIONLESS RIGHT RESOURCE BE ACCOUNTABLE RESOLVE!

7 WEB FORMS, CHAT CALLBACK, CLICK TO CALL SMS, SOCIAL ENGAGEMENT CHANNELS MONITORING AND ENGAGEMENT CUSTOMER, CONTEXT & INTERACTION HISTORY WEB TAGGING SELF SERVICE PROACTIVE OFFERS NOTIFICATIONS CONTACTS & PREFRENCES CONTEXT/JOURNEY INFO WEB HISTORY

8 GENESYS ENGAGEMENT MANAGER IT IS HERE. NOW

9 WHAT IS ENGAGEMENT MANAGER? 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. Complex Event Processing 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. Customer Journey Capture and Engagement Provide superior cross-channel experiences including web-based, selfservice interactions such as knowledgeassisted search, web forms and Engage with customers consistently Engage with customers at the right time, with the right person, on the right channel. Reduce shopping cart abandonment. Improve sales conversion

10 THE BUILDING BLOCKS DEFINE THE EVENTS CREATE THE CAMPAIGN BUILD THE RULES OF ENGAGEMENT PUBLISH AND EXECUTE EVENTS CAMPAIGN RULES PUBLISH SYSTEM EVENTS RULES EVENT SEQUENCE SAVE STRUCTURED EVENTS GOALS ACTIONS ACTIVATE 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)

11 WEB INSPECTOR: EVENTS AND TRIGGERS

12 WEB INSPECTOR: EVENTS AND TRIGGERS

13 TRIGGERS: WHEN TO FIRE AN EVENT

14 TRIGGERS: WHEN TO FIRE AN EVENT

15 GENERATE CODE FOR DEVELOPERS

16 CREATE NEW CAMPAIGNS

17 DEFINE RULES OF ENGAGEMENT

18 DEFINE RULES OF ENGAGEMENT

19 FILTER OUT THE NOISE

20 ACTIONS Actions can be applied to every micro-moment

21 ACTIONS SELF SERVICE CREATE DESIRE/GAIN AWARENESS ASSISTED SERVICE SEAL THE DEAL BACKEND INTEGRATIONS CONNECTING THE DOTS KNOWLEDGE NUDGE MICRO APPS ADVERTS BOTS PROACTIVE CHAT PROACTIVE CALLBACK WEB FORMS CLICK TO CALL CUSTOMER LOOKUP JOURNEY MGMT 3 RD PARTY INTEG. OUTBOUND

22 GEM STUDIO ACTION TYPES ACTION TYPE CALLBACK CHAT CLICK TO CALL KNOWLEDGE SEARCH SEND MESSAGE WEB HOOK WEB NOTIFICATION DESCRIPTION TRIGGERS CALLBACK WIDGET TRIGGERS CHAT WIDGET TRIGGERS CALL-US WIDGET TRIGGERS SEARCH WIDGET TRIGGERS SEND MESSAGE WIDGET ( ) TRIGGERS HTTP REQUEST TO URL ALLOWS FOR SERVER SIDE INTEGRATIONS TRIGGERS JS FUNCTION ON CUSTOMER WEBPAGE ALLOWS FOR CLIENT SIDE INTEGRATIONS WIDER ACTION LIBRARY AND CUSTOM ACTIONS PLANNED

23 DEFINING THE ACTIONS

24 YOUR WIDGETS CUSTOMER FACING WIDGETS MONITORING CHAT WIDGET BUS/API KNOWLEDGE CENTER CALLBACK CO-BROWSE

25 CUSTOMER FACING WIDGETS

26 Use Cases

27 GEM FOR CUSTOMER ENGAGEMENT Support Push knowledge articles Notifications of updates Invitations to connect with an agent Lead Tracking Push offers Opt in/out Marketing Invitations to connect with a rep ecommerce Push discounts Push offers Invitations to connect with a rep

28 GEM + IOT FOR CUSTOMER ENGAGEMENT Automotive Retail Healthcare Consumer Electronics Predictive Maintenance and safety Location- based services Usage-based insurance Personalized Mobile Shopping Experience Personalized Interactive Digital Signage Usage-based insurance Proactive health check and alerts Predictive device maintenance Remote diagnosis with data analytics Proactive maintenance Predictive device maintenance Remote diagnosis with data analytics

29 Events and Interactions LISTEN TO EVENTS FROM MANY SOURCES Engagement Manager Studio Web & Mobile Monitoring Knowledge Center Analytics Behavior Hub Digital Virtual Assistance Engagement Manager Micro Apps Context Services Marketing Automation Real-time Complex Event Processing and edge view Routing Engine Genesys CX Platform Self service micro apps IOT Engagement Manager Reporting

30 ARCHITECTURE How does it all fit together?

31 WEB TIER TIER 1 TRUSTED ZONE WEB ENG. _GT.PUSH() EVENT PROCESSING REPORTING CX BUS COMMAND STUDIO INTERACTION SERVER INTERACTIONS OFFER WIDGET GENESYS WIDGETS NOTIFICATION API ENGAGEMENT MANAGER (N+1) GENESYS MOBILE SERVICES (N+1) ORCHESTRATION SERVER (N+1) CONTEXT SERVICES API CONVERSATION MANAGER JOURNEY TIMELINE CALLBACK WIDGET CALLBACK API CALLBACK AND PUSH NOTIFICATION SCXML ROUTING/IVR APPS COMPOSER CHAT WIDGET CHAT API V2 DIGITAL CHANNELS API CHAT SERVER (N+1) FLEX CHAT

32 STOP BY THE BOOTH TO FIND OUT MORE TALK TO YOUR ACCOUNT TEAM FOR MORE DETAILS BRAINSTORM IDEAS AND LET US KNOW HOW WE CAN IMPROVE THE PRODUCT