About Face: Turn Facebook Into Your Best Customer Care ChannelVeit Irtenkauf, Product Line Manager

Anshu Khurana, Facebook Partnership Manager

Alex Zolotar, Product Line Manager

WHAT YOU’LL LEARN: 3 THINGS

THE VALUE OF MESSENGER IN OMNI-CHANNEL

BEST PRACTICES FOR MANAGING FACEBOOK

WHAT TO EXPECT GOING FORWARD

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Messenger

Send / Receive

APIComing End of June

Enable it

Authenticate

New Look

Persistent Agent View

Attachments <-> UCS

New Plugin

Coming Q4’17

Bots

Bots

• 80+ pre-built MicroApps or ability to configure your own

• Design once, deploy anywhere approach

• Bridges digital interactions with the power of human touch

• NLP/AI capabilities through native dialog engine* or 3rd party

bot/NLP/AI platforms

• Single CX dialog reporting and integration layer

Genesys App Automation Platform (GAAP)OMNICHANNEL APPLICATION MANAGEMENT FRAMEWORKExtends self-service across channels to drive a better CX and deliver the operational

efficiencies in a world of ever increasing interaction from our customers across

multiple channels.

Available now on premise

✝ Planned release in 2017

Customer Service on Facebook

Kate

Learn more about Bots

At CX17• Come visit us at the booths!

We will be happy to take you through our products or discuss digital

engagement strategies.

When you are back at the office• Take a look at our use cases

• Schedule some time with our solution experts to talk about how bots

can help to transform your digital channels

Best Practices

Governed by Policy

Public -> Public, Private -> Private

Sensitive? Take it private

Specially Trained Agents

Staying in Channel

User’s Choice

Nudge them

MessengerConversation

Authenticated

ChatB2B

Anonymous

“One and Done”

Messenger vs. Chat

User is always logged in

Authentication Needed?

Two security questions

User Authentication

Production Accounts

Status Page Notifications

Throttling Exception

Production Accounts

Test Accounts: Less Capacity

Get throttled first

Inbound: Rate Limits kick in, we throttle first

Outbound: Cloud Limits per interval (second, 10-seconds, minute)

Throttling

How

Recovery

How

WhatMissing messages recovered

Existing messages skipped

When (Not)

Recovery

Shut down overnight? Over the weekend?

Bot + Routing

Turn off Social Messaging Server, not Genesys Cloud for Social

HOOPs

Roadmap

SOCIAL ENGAGEMENT ROADMAP

• Messenger based on

Send & Receive API

• Agent Capabilities

Improvements (user

attribution, emoji

picker)

• Status Page Usability

Improvements

Committed Q2’17• New WDE plugin

• Bots (EAP)

• New Mediatype for

Twitter Direct

Messages

• Better multi-account

handling

Intent 2H’17• Facebook Groups

• Facebook Reviews

• Facebook Cover

Photos

• Marketing use cases

Direction 2H’17

Committed: Will be delivered by the timeframe indicated. Typically, roadmap items to be delivered in the next 3 months are ”committed”

Intent: We anticipate it will be delivered, but dates are not 100% solid. Typically, roadmap items to be delivered in the next 3-9 months are “Intent”

Direction: On the roadmap, but dates are not final and can fluctuate significantly. Typically, roadmap items out more than 6 months are “Direction”

Level of commitment (lowest to highest): Direction -> Intent -> Committed

Three Takeaways

Messenger is an important part of your Digital

Strategy

Get ready for the switch to the Send/Receive API

Get ready for bots

More resourcesVisit our Booths

Download SMART Use Cases

Talk to your account representative for more information

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