Agents can proactively resolve issues with views into cross-channel interactions, customer journeys, segments and predicted outcome scores.
Resolve issues with efficient, automated bots or web chats offered at the moment of need. When calls are necessary, empower agents with full context.
Increase revenue by engaging the right customers and offering the right information at precisely the right moment. Then trigger the action that improves sales conversion.
Enrich customer profiles with historical and real-time digital and voice interaction data. Give agents insights that help them personalize conversations and increase FCR.
Support agents with full interaction context and third-party system customer data. Use customer experience maps to determine where customers are on their journeys and what they need.
Identify behavior patterns, including shopping cart abandonment and churn risk. Use insights and outcome probabilities to automate engagement at the moment most likely to drive results.
Classify customer intent and priority. Determine the best channel to engage customers with an automated content offer, web message, bot or agent-assisted service.
Target customers and optimize engagements in real time. Align with business objectives by using outcome probabilities instead of — or alongside — rules.
Use one platform to orchestrate omnichannel interactions. Leverage native and third-party sources, such as CRM and marketing systems like Adobe.
Trigger personalized campaigns based on segments and most likely outcomes. Activate web chat, web messaging, content offers, bot flow or actions.
See how segments and activities affect your business outcomes. Tweak customer strategies to improve campaign performance.
Balance customer needs with agent use. Leverage scenario modeling and automation to optimize the number of proactive invitations per agent.
The experience economy has arrived. To stay competitive, organizations must reimagine what’s possible with customer and employee experiences and understand the trends affecting the industry.
40%
of CX Leaders say using data and AI for customer understanding and personalization is their biggest strategic CX priority for the next one to two years
“The State of Customer Experience,” Genesys, 2023
Customers expect seamless experiences no matter what channel they use to contact your business. Research shows that when asked to repeat themselves, nearly half of customers consider it a high-effort interaction. This can increase the risks of disloyalty and churn.
Take the stress out of these experiences, and drive better engagement strategies and sales outcomes. Genesys software empowers agents and bots with real-time, historical, predictive and third-party customer data. Using these holistic insights, agents and bots can provide seamless customer support that enhances brand loyalty, reduces costs and drives future purchases.
Context and timing are key to delivering more effortless and personalized customer experiences. Classify customer behavior into segments and surface cross-channel interaction histories. Use these artificial intelligence (AI)-powered insights to show you deeply know the customer, predict intent, deliver precisely-timed actions, improve customer satisfaction and more.
The more you know about your customers, the better experiences you can provide. Get customer details from their website activity, previous contact center interactions, marketing systems, CRM solutions and backend systems. Capture your customers’ attributes and contextual journeys in real time.
With the right predictive engagement software, you can anticipate your customers’ next move and goals. Use AI and predictive analytics to identify behavior patterns. Then, use those insights to understand the likelihood a customer will buy, churn or abandon their shopping cart. Assign intent, classify segments and predict outcome scores in real time.
Lower the cost to serve, enhance customer experiences and increase sales opportunities. Use AI-driven insights to identify who to engage, when to engage and how to engage. Enable administrators to automatically trigger precisely timed actions that optimize business outcomes and customer experiences. Automatically connect using bots, agent messaging or live agents.
Make smarter decisions as you gather more behavioral data and AI models self-improve — without needing to rely on data scientists. Instead, use AI to micro-target customers and dynamically optimize every engagement, no matter the channel. And drive better business outcomes as a result.