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Shape customer journeys with real-time predictive analytics

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Connect the dots on customer patterns

Augment your customer relationships through predictive analytics and learn how to drive more intelligent customer engagement automatically. Genesys Altocloud combines artificial intelligence with data from multiple sources to predict the likelihood that a customer will achieve a specific milestone within their journey. Whether that milestone is ordering a product, requesting an insurance quote or booking a flight on a website, real-time visualisation of digital behaviour gives you the context behind the entire step. Identify customer pain points quickly to convert any engagement into a positive experience and increase lifetime customer value.

Collect the right data and strengthen your customer relationships

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Make a big impact with rich customer context

A single piece of information can make a big difference in converting a customer. Gather valuable data, such as customer browsing history, events in the journey that led to a decision to call or solutions to similar customer problems. Altocloud analyses this rich context in real time to build lifetime customer value.

Personalise journeys through analytics insights

Apply analytics to better understand your customers and personalise their journeys. As a marketer, you can use segmentation and clustering to help understand customers and behaviour patterns. Then use that collected data to predict if a new customer will convert, based on machine learning from previous customers. You also can determine how many segments to form and the customer characteristics of each.

Apply predictive analytics to the customer journey

Know what your customer is thinking

Predictive analytics lets you predict user behaviour, shifts in interests or the likelihood of events. Anticipate when to offer agent support to a customer who’s browsing your site. Improve the overall experience by identifying and engaging with prospects and customers at the right time and on the best channel—automated or assisted—before they contact you.

Fine-tune analytics with feedback

Customer behaviour and needs change quickly—yesterday’s assumptions might not be accurate today. Genesys Altocloud uses both implicit and explicit feedback to apply predictive analytics to dynamic customer journeys. Automate responses that optimise the journey and apply the right resources to the most important customer needs. You’ll improve customer satisfaction and business outcomes.

Apply predictive analytics to the customer journey

In the first four months after implementing Genesys Altocloud, Polycom realised a 72% saving in cost per chat, and a 62% saving in cost per lead.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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