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Product Overview

What is Genesys Web Engagement?

Genesys Web Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives. Customers are identified using robust business rules that provide a simple and comprehensive means for identifying key customers based on their behavior on your website and their value to your business. Key customers are then evaluated, leveraging the full power of Genesys Orchestration, and the best candidates are matched with the best agents, allowing you to better achieve your business objectives, including new customer acquisition, product sales, or customer support.

Genesys Web Engagement integrates the browsing activity of your web visitors into the overall Genesys customer service process. It records the customer web-browsing history, gathers accurate information, and converts it into Genesys interactions.

In addition to its monitoring features, Genesys Web Engagement enables you to engage the online customer by chat or voice callback.

From the customer standpoint, there is no visible change in the web experience.

Get to Know your Web Visitors

Genesys Web Engagement develops an understanding approach of the customer's interaction with your website. Its web monitoring features connects the web content as a self-service channel into the Context Services.

It translates the raw web activity into a form suitable to customer service.

  • Basic Usage Information. Get to know if a customer has ever used the web channel, and if so, how recently (and/or how frequently).
  • Browsing History. Each time that the customer browses your website, a session is created to store the visited pages in the customer history. This provides information on what the customer may have been looking for or may be interested in.
  • Activities and Outcomes. Genesys Web Engagement allows you to tag web pages and define associations between URIs and outcomes to build a higher-level model of the customer browsing activity. This model is then usable to drive further interactions on other channels (chat and web callback, for now).

In addition, Genesys Web Engagement includes several scenarios for identified and unknown web visitors, detailed in Visitor Identification Scenario.

  • If the user is not authenticated, the engagement decision should be taken by an agent or configured through custom Web Engagement rules.
  • When engaging an unauthenticated user, Genesys Web Engagement asks for the user's registration.

Pro-active Follow-up

Genesys Web Engagement enables real-time or offline post processing of customers' web-browsing activity to identify potential for proactive follow-up. You can define service assistance to notify agents when some specific use cases should lead to a proactive follow-up. In addition, the flexibility of Genesys Web Engagement allows to submit this follow-up for validation to agents, in order to make sure that the follow-up is appropriate.

For example, some use cases could be:

  • When a shopping cart is abandoned, it can be caused by a lack of information. A proactive follow-up by an agent - via any number of channels - can help to close the sale.
  • If a customer bought a product several weeks ago but abandoned a transaction recently, an agent could call to ask about satisfaction with the earlier purchase and afterwards follow-up with a question about the abandonment.
  • If a customer submits a bad rating or comments about one of your products, an agent could follow-up by e-mail with a survey about his dissatisfaction.

In addition, if the contact center decides to make a proactive offer, the Browser-Tier Component checks that the visitor is still present, then pops up a widget in the browser window ("Click here to chat"). If the visitor accepts the offer, the chat connection is made in the standard way using existing components.

Components

Genesys Web Engagement interfaces with the standard Genesys Call Center Solution and requires minimal changes to your website: to interface your website with this product, you simply add a JavaScript tracking code to your web pages. In addition, Standard Genesys interfaces, such as Composer, Genesys Rules Development Tool, and Rules Authoring Tool, enable you to develop and deploy custom rules and business attributes to fine-tune your web engagement scenarios. Genesys Web Engagement is composed of three components, detailed in the Architecture page:

  • Web Engagement Browser-Tier Agents are loaded in the JavaScript tracking code, which submits system and custom events based on the customer's browsing activity.
  • Web Engagement Frontend Server manages the event flow submitted by the browser-tier agents and is responsible for the complex event processing and submitting actionable events.
  • Web Engagement Backend Server interfaces with the Web Engagement Frontend Server and the Genesys Contact Solution to store web engagement information and implement web engagement action.

In addition to rules templates, deliverables include the following plug-ins:

  • Web Engagement Plug-in for Administrator Extension, implementing:
    • Script Generator, to generate the standard JavaScript tracking code that you must add to your web pages.
    • Categories, to create custom business data.
  • Web Engagement Plug-in for Interaction Workspace, to get all the web-based contexts routed to agents. This plug-in is mandatory to enable chat and web callback engagement features in Interaction Workspace.

Browser Support

Genesys Web Engagement supports the following web browsers:

  • Google Chrome
  • Mozilla Firefox 9.0+
  • Microsoft Internet Explorer 7, 8, 9, 10
  • Apple Safari 5.0+

Genesys Web Engagement supports the following mobile browsers:

  • iOS Safari
  • Android Chrome

Features

Genesys Web Engagement includes the following features:

  • Integrated Proactive Chat and Proactive Web Callback
    Optimization / Pacing of Proactive Engagement Invitations
    Included Web Engagement applications for proactive Genesys Chat and Genesys WebCallback
  • Behavior Rules Authoring for simplified tooling of Web Pages
    Categorization - Key word and regular expressions for out-of-the box web page identification
    Out-of-the box business events for capturing searches and timeout as part of behavior rules
    Out-of-the box rule templates and business rules interface for defining engagement rules based on customer behavior
    Support for advanced business events to capture events not covered by categories
    Business User friendly UIs for creating both Categories and Business rules
  • Monitoring and data storage of customer web activity
    Storage of web history for authenticated customers
    RESTful API for full access to web history
  • Integrated Agent Interface for Interaction Workspace
    Out-of-the box Agent Desktop support
    Live monitoring of customer during engagement
    Integrated view of Web History
  • Reporting – Historical and Real Time
    Templates for out-of-the box real-time interaction reporting of Web Engagement
  • Integrated with core Genesys product suite

Related Components

Genesys Web Engagement interacts with the following Genesys Products:

This page was last edited on September 23, 2014, at 13:28.

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