{"id":341213,"date":"2020-09-25T08:00:00","date_gmt":"2020-09-25T15:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=341213"},"modified":"2022-12-11T20:15:08","modified_gmt":"2022-12-12T04:15:08","slug":"get-a-complete-picture-of-the-customer-journey-in-genesys-predictive-engagement","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/get-a-complete-picture-of-the-customer-journey-in-genesys-predictive-engagement","title":{"rendered":"Get a Complete Picture of the Customer Journey in Genesys Predictive Engagement"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Businesses that want to communicate with customers in the best moment \u2014 and through the right channels \u2014 must use customer data expertly. While options for customer data and communication tools are abundant, accessing, understanding and using it is a primary challenge for many businesses. According to Gartner, 50% of large organisations will have failed to unify\u00a0engagement channels, resulting in the continuation of a disjointed\u00a0and siloed customer experience that lacks context. \u200b<em>\u200b<\/em>\u200b<\/p>\n<p>The main goal of the new customer experience visualisation in Genesys Predictive Engagement is to provide contact centre agents a complete picture of the customer\u2019s journey. Customer experience visualisations help agents better understand \u2014 or grok\u2014 the customer with whom they\u2019re interacting.<\/p>\n<p class=\"text-22\" style=\"padding-left: 120px;\"><a href=\"https:\/\/www.dictionary.com\/browse\/grok?s=t\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>grok<\/strong><\/a><br \/>\n<strong>\/gr\u00e4k\/<\/strong><\/p>\n<p style=\"padding-left: 120px;\"><em>verb <\/em>INFORMAL &#8211; US<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Understand (something or someone) intuitively or by empathy<br \/>\nEx: \u201cThe new customer experience visualisation enabled the agent to quickly grok the customer\u2019s needs.\u201d<\/li>\n<li>Empathise or communicate sympathetically; establish a rapport<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Genesys Predictive Engagement now supports both web and voice channels and integrates customer data from various CRM systems, marketing automation systems, and custom applications like shipping, loan underwriting and insurance applications. The new card view for Genesys Predictive Engagement allows agents to visualise the customer experience effectively, showing the customer journey with visual features that are specific to the communication channel or data presented.<\/p>\n<p>Some new features in Genesys Predictive Engagement include the following.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h4><strong>Web sessions<\/strong><\/h4>\n<p>The web session card view is a graphical representation of the <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/customer-journey-management\" target=\"_blank\" rel=\"noopener noreferrer\">customer\u2019s digital journey<\/a> on the web.\u00a0 The journey may begin before the customer arrives on the company website, as with digital campaigns that lead customers to a company website. The view includes what customers are doing on the website in real time- pages viewed, web forms completed, items added to a shopping cart, abandoned forms and carts, searches, and more.[\/vc_column_text][vc_single_image image=&#8221;341033&#8243; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h4><strong>Conversation sessions<\/strong><\/h4>\n<p>The conversation card view shows a summary and visualisation of conversations between customers and agents. Conversations might be voice interactions and include call duration, IVR events, call abandons, dispositions and wrap-up codes, among other events.[\/vc_column_text][vc_single_image image=&#8221;341034&#8243; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h4><strong>Custom sessions<\/strong><\/h4>\n<p>The custom session card visualises events that occur in other systems. These custom session events are easily configured and could include items about shipping status, loan underwriting approval or any information that\u2019s important to share with an agent to improve communication with a customer.[\/vc_column_text][vc_single_image image=&#8221;341035&#8243; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h4><strong>Bringing It All Together to Grok Your Customers<\/strong><\/h4>\n<p>The summary provided at the top of the Agent view shows Outcome Predictions and Segments.\u00a0 It helps agents or reps understand, at a glance, the customer intent and any special groups identified based upon shared behaviour and characteristics. Outcomes Predictions and Segments are observed dynamically in real-time, rather than being based on static rules.<\/p>\n<p>Agents or reps can expand and collapse each card. They can scroll up and down to see a visualisation of customer data, behaviours, conversations, interactions, web visits and any predictions made over time. The ultimate goals of these visualisations are to grok the customer, which make agents smarter, customers happier and outcomes better.[\/vc_column_text][vc_single_image image=&#8221;341036&#8243; alignment=&#8221;center&#8221;][vc_single_image image=&#8221;341037&#8243; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]The new version of Genesys Predictive Engagement improves your ability to deliver Experience as a Service<sup>SM<\/sup>, unifying engagement channels and leveraging more data. This results in a comprehensive view of the customer experience for truly empathetic communications.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Businesses that want to communicate with customers in the best moment \u2014 and through the right channels \u2014 must use customer data expertly. While options for customer data and communication tools are abundant, accessing, understanding and using it is a primary challenge for many businesses. According to Gartner, 50% of large organisations will have [&hellip;]<\/p>\n","protected":false},"author":795,"featured_media":341045,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117,13214,15463],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[16477,17548],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-341213","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-digital-en-sg","tax_blogcategory-new-features-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/341213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/795"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/341213\/revisions"}],"predecessor-version":[{"id":460823,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/341213\/revisions\/460823"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/341045"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=341213"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=341213"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=341213"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=341213"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=341213"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=341213"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=341213"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=341213"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=341213"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=341213"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=341213"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=341213"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=341213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}