Genesys Engage customer experience application
Drive digital transformation
across your enterprise
Customer experience is the new frontier for maintaining a competitive advantage. A personalised, customer-centric approach across all channels differentiates your brand and builds loyalty. Deliver superior experiences and drive digital transformation at any scale with Genesys Engage, the only omnichannel and multi-cloud customer engagement solution for large-scale businesses.
Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued
Unrivalled flexibility for better results
Meet your unique business needs with Genesys Engage. Turn on new applications and services when you need them. Integrate all your systems while leveraging existing investments. And unify all customer-engaging teams—from marketing and sales to service and support.
Across the board, Genesys provided the customer experience platform that we needed to really see PayPal move to the next level. It was a huge game changer.
— Dar Andrews, Senior Director of Service Delivery and Engineering, PayPal
Personalise all your customer interactions
Genesys Engage software combines real-time contextual journeys, world-class intelligent routing and digital transformation. With robust, user-friendly tools, you can exceed customers’ expectations for personalised, seamless interactions across voice, video, chat, email, web, mobile, social, SMS and messaging channels.
Through open APIs and web standards, you can easily customise and extend capabilities to deliver operational efficiencies and extraordinary customer experience, company-wide.
Engage across the entire customer journey
Build brand loyalty and create better business outcomes with true omnichannel engagement across the entire customer journey.
Orchestrate inbound and outbound engagement across all touchpoints, channels and resources.
Seamlessly integrate voice and digital channels, including video, email, chat, social, mobile, web, SMS and asynchronous messaging.
Gain visibility into all skilled resources in real time and match every interaction to the best resource with predictive matching.
Leverage artificial intelligent (AI) to automate dialogues in self-service and choose the best agent with predictive routing in assisted service.
Counter the growth in contact volume with automation while differentiating on end-to-end experiences.
Take advantage of the context in your CRM system and existing applications to achieve true customer engagement.
Hear what customers are saying.
“Genesys PureEngage is like a Swiss Army knife — it can do just about anything you want it to when it comes to contact centre solutions. Genesys Mobile Engagement in particular allows for practically any possible integration one can dream up.”
Eugene T.
This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come.
Jörg Knoop, Head of Contact Center and Telesales Capability, Vodafone Germany
Give employees what they need to succeed
Your customer experience is only as good as your employees. Guide their success with technology, training, information and support to help them effectively and efficiently deliver a seamless, personalised customer experience.
Genesys Engage empowers employees to manage interactions and work items with supporting context and knowledge through integration with CRM systems, other applications and knowledge bases. With an enterprise-wide presence, employees can seamlessly collaborate and reach experts for additional support. Optimise resources across every channel with forecasting, capacity planning, scheduling, monitoring and real-time adjustments. Match interactions and work items to the right employee across the enterprise.
Increase in
customer satisfaction
First call
resolution
Reduction in
queue times
Hit all your business objectives
Your customer experience is inherently tied to your company’s success. Ensure you reach your business objectives with Genesys Engage.
- Measure, understand and improve contact centre performance metrics with a single view of all KPIs across digital and voice channels.
- Monitor interactions in real time to understand interactions as they happen and make timely and informed decisions.
- Use intuitive and customisable reports to drive insights into customer satisfaction and employee performance.
- Identify engagement patterns to identify ways to optimise customer journeys and experiences.