Digital customer service platform for seamless CX

Be in touch anywhere, anytime with a comprehensive suite of digital channels

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Let customers connect at the speed of a text

A comprehensive suite of artificial intelligence (AI)-powered digital capabilities lets customers engage in seamless conversations across chat, email, SMS text, messaging apps and social media channels. Empower the unified, seamless service experiences that customers desire.

Deliver connected experiences

Proactive engagement and asynchronous conversations across all channels allow customers to communicate when and where they choose.

Personalize every interaction

Drive faster, more effective outcomes while minimizing disruptions. Support personalization with real-time insights into customer intent.

Learn and optimize continuously

Leverage the full potential of AI. Analyze data to uncover opportunities, adapt swiftly and proactively elevate customer satisfaction.

Prioritize channel choice with personalized, guided experiences

Accelerate your contact center’s digital transformation. The Genesys Cloud™ platform offers an extensive range of digital channels, features and capabilities. Together, they empower businesses to deliver rich, connected and effortless experiences across interaction points.

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Unlock deeper customer interactions at scale

Remove data silos and start better understanding your customers with journey visualization. Genesys consolidates the clues that customers leave about themselves and what they need as they interact with bots, agents and content on different channels. The result is a single view with deep customer insights.

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Develop streamlined experiences across channels

A single workspace across all channel interactions balances usability with customization, offering data and insights at an agent’s fingertips. The knowledge base delivers relevant interactions to customers, providing information via a searchable knowledge portal, self-service bots and knowledge-assisted agents.

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Improve engagement while increasing conversions

Leverage predictive AI to proactively reach out to customers who might need help. Or have the AI present a perfectly-timed content offer to increase conversions. Once an agent needs to get involved, tap into a wealth of routing options to decrease handle time.

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Drive efficiencies and operational excellence

Use analytics to understand how KPIs are tracking. Real-time monitoring provides a view of all activity occurring in all channels, while admins are armed with actionable insights that can be used to improve self-service and the agent experience.

Build a consistent digital experience with Genesys Cloud

With Genesys Cloud, say goodbye to silos and welcome seamless, unified and harmonious customer journeys that extend across digital channels.

Real time, data-driven context

Gather a real-time 360-degree view of all customer touchpoints and contextual data. Use the AI-powered insights to personalize every interaction.

Native asynchronous chat

Unlock asynchronous, always-on messaging that customers can pause and resume when it’s convenient. Reduce customer effort with co-browse and screen share.

Proactive engagement

Drive positive outcomes — reducing support strain and driving conversions — by engaging customers proactively with the right message at the right time.

Rich personalization

Optimize experiences with your brand through rich, personalized interactions. And connect them into seamless journeys that span across the channels your customers use every day.

Bring Your Own Messaging

Leverage open messaging APIs, mobile SDKs or universal messaging through the AppFoundry® Marketplace to bring in even more channels. Offer customers rich, customized brand experiences.

Connect anytime. Build trust. Move fast.

From a single platform, agents can engage customers — and each other — anytime, anywhere, on any channel. And your customers can use the channels they prefer and follow the conversation wherever it leads. Discover how your business will benefit from our comprehensive approach to digital customer service.

Thank you for your interest.

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Frequently asked questions

What is digital customer service?

Digital customer service, sometimes abbreviated as “DCS,” means providing customer support across digital channels. A large number of different channels fall under digital support. This includes email, chat (asynchronous and synchronous variants) and SMS texting.

A variety of third-party services are also defined as digital support, such as WhatsApp, Facebook Messenger and much more. Fax is a debatable inclusion, although it’s generally managed over email and as attachments regardless.

Why offer digital customer service?

Digital customer service offers contact centers a range of advantages. This includes additional scalability of support, options for visuals (images, embedded videos, etc.) not available when supporting someone over voice and meeting customers where they want to receive service.

What is proactive chat?

Proactive chat lets you target a website visitor, start a conversation at the right moment, and capture leads and conversions. It automatically issues an invitation based on predefined website visitor behavior, types of buyers, pages visited and more. You can create unlimited rule sets and automatically test chat invitations against each other to fine-tune your strategy.

What is proactive AI?

Conversational AI chatbots can assist with customer acquisition, lead qualification and conversion. With proactive AI, you can deliver intelligent engagement across every step of the customer journey — in the languages your customers speak. And you can deliver it across chat, email, social media platforms, SMS and more. This level of support boosts brand loyalty and allows for more cost-effective support.