Genesys Predictive Engagement

Genesys Predictive Engagement was previously called Altocloud.

Notes: Not all changes listed below may pertain to your deployment.

• April 8, 2020
• May 23, 2019

April 8, 2020

What's New

• Administrators
  • Introducing workflows in Architect: Administrators and contact center managers can now create workflows in Architect. This feature allows customers to streamline business processes by using Predictive Engagement to build in-house and third-party integrations. For more information, see Work with workflows, About Architect flows actions, and About Architect.
  • New Architect flow action: Predictive Engagement administrators can now use a new Architect flow action to configure action maps that trigger Architect flows that integrate with in-house and third-party systems. For more information, see About Architect flow actions.
  • Predefined data actions and workflow create leads in Salesforce and assign campaign attributions: Predictive Engagement facilitates an integration with Salesforce by providing predefined PureCloud data actions and an example Architect workflow. An admin can build an action map that uses the Architect flow action along with these data actions and workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on your website. For more information, see Salesforce lead creation and campaign attribution.
  • Another resource: Genesys Predictive Engagement

May 23, 2020

What's New

• Agents/Agent Desktop (9.0.000.34): Genesys Altocloud is an AI-powered Journey Optimization solution for real-time engagements of visitors browsing websites, by triggering a WebChat widget to engage visitor at the right moment. The Genesys Altocloud Agent UI Journey tab enables agents to access the following Altocloud features:
  • Journey content for a specific visit session
  • Visitor details and activity status
  • Visit details
  • Real-time customer journey chart
  • Real-time view of matched segments
  • Real-time view of outcome scores
  • Resources
    • Get started
    • A visitor's experience and Altocloud Chat Interaction
    • About journey analytics in PureEngage (Agent Desktop)
• Administrators/Agent Setup Agent Setup (9.0.000.49):
  • Altocloud can now be enabled as a Channel and its options can be set in the Contact Center Settings, Agent Groups and Users sections.
  • The Altocloud user privilege is now available as an export and import column.
  • Resources
    • Genesys Predictive Engagement
    • Channel options