Genesys Predictive Engagement

Genesys Predictive Engagement was previously called Altocloud.

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

April 8, 2020

Administrators

Architect workflows: 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 and About Architect.
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.
Also consult the following:
- Altocloud in PureCloud Release Notes
- Genesys Predictive Engagement

Initial release

Genesys Predictive Engagement (GPE), also known as Genesys Altocloud, is now available in Genesys PureEngage Cloud. GPE/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. GPE/Altocloud provides AI-powered functionality for agents and administrators.
Agent: For agent capabilities available with Altocloud in Genesys PureEngage Cloud, see [[AD|Agent Desktop (9.0.000.34)] and consult the following resources:
- Get started
- A visitor's experience and Altocloud Chat Interaction
- About journey analytics in PureEngage (Agent Desktop)
Administrators: To enable Altocloud in Genesys PureEngage Cloud, see Agent Setup (9.0.000.49) and consult the following: Genesys Predictive Engagement.