Predictive engagement
Give your customers what they need at the exact moment they need it
Give your customers what they need at the exact moment they need it
From first click to final purchase, use long-term insights from real-time customer behaviour to identify preferences and predict needs before they become problems, making every interaction effortless for agents and customers alike.
Give agents a real-time view of every click and call so they can solve issues before they become tickets.
Let automated bots or web chats handle routine questions instantly. When a call is needed, agents join with full context from the first second.
Grow revenue by engaging ready-to-buy customers with the right offer at the right moment.
Artificial intelligence is built in throughout Genesys Cloud, reading every interaction in real time so you can meet every customer the moment they need you.
Blend past and live data into a single customer profile and use personalised customer journey maps to show exactly where customers struggle and what to fix.
Artificial intelligence (AI) flags behaviour patterns like purchase history, cart drop-offs and churn risk so you can act first and automatically pick the best channel to engage customers.
Engage only when the payoff is the highest, then offer personalised outreach via chat, offer or message.
Use just one platform to orchestrate customer interactions across web, mobile, voice and more — leveraging native and third-party sources.
Track how each segment and behaviour affects your business goals, then fine-tune campaigns in minutes.
See expected visitor volume and test segment changes to maximise impact.
Customers expect seamless experiences no matter what channel they use to contact your business, from email to Facebook and beyond. Customer feedback 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. With these holistic insights, agents and bots can provide seamless customer support that builds brand loyalty, reduces costs and drives purchases.
Artificial intelligence spots behaviours, groups them into segments, and surfaces history so you can act at the right moment to raise satisfaction and retention.
Combine web, contact centre, CRM and backend data in real time to deliver truly personalised service.
AI scores each customer’s likelihood to buy, churn or abandon their shopping cart so you can segment and act in real time.
AI decides who, when and how to engage, triggering bots or agents that cut costs and lift sales.
Self-learning AI models sharpen targeting with each engagement, so targeting consistently improves without needing to rely on data scientists.
Learn how your agents can use AI-driven insights to personalise real-time customer interactions. Engage using precisely timed automated live chat and content offers that drive sales conversions and deliver exceptional predictive customer service. Request a demo to see how predictive engagement enhances your customer experience and improves business results.
We’ll contact you directly to set up a date and time that works with your schedule.
Proactive outreach happens when the contact centre reaches out to customers to alert them about possible issues. It also includes providing useful information without requiring the customer to initiate contact.
If a bank detects suspicious activity, they may proactively notify the customer to verify the transactions. Similarly, a cable company might reach out to inform customers about upcoming service maintenance to minimise inconvenience. Proactive customer engagement demonstrates a commitment to customer satisfaction, reduces reactive problem-solving, and improves customer loyalty and retention.
Proactive messaging involves anticipating customer needs and communicating with them before they reach out with inquiries or issues, generally over a digital channel. It includes notifications, alerts or outreach to inform, assist or engage customers, providing the best experiences and addressing concerns preemptively. This approach anticipates needs and fosters positive customer interactions based on variables like the customer’s website traffic history, a FAQ search and more.
Proactive engagement is crucial in a contact center because it anticipates and addresses issues before they escalate. It fosters better communication, prevents misunderstanding and builds stronger relationships. By taking the initiative, individuals and organisations of all sizes can save time and resources, and maintain a positive reputation. It can also increase conversions, aiding customers at key moments, such as when they may abandon the process or churn.
Proactive messaging encompasses a broader range of communication initiatives that go beyond notifications. Notifications inform recipients of specific events or updates. Proactive messaging anticipates and meets customer needs, including outreach to offer assistance or gathering feedback before an issue arises. It’s about engaging customers, not just providing relevant information.
