{"id":328508,"date":"2020-03-02T12:20:53","date_gmt":"2020-03-02T20:20:53","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=328508"},"modified":"2025-12-22T20:21:13","modified_gmt":"2025-12-23T04:21:13","slug":"digital","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/digital","title":{"rendered":"Digital customer engagement"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Digital customer service platform for seamless customer service<\/h1>\n

Be in touch anywhere, anytime with a comprehensive suite of digital channels<\/p>\n

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Get a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0″][vc_single_image image=”605456″ alignment=”center” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-white” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Let customers connect at the speed of a text<\/h2>\n

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.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″]

Deliver connected experiences<\/h3>\n

Proactive engagement and asynchronous conversations across all channels allow customers to communicate when and where they choose.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Personalise every interaction<\/h3>\n

Drive faster, more effective outcomes whilst minimising disruptions. Support personalisation with real-time insights into customer intent.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Learn and optimise continuously<\/h3>\n

Leverage the full potential of AI. Analyse data to uncover opportunities, adapt swiftly and proactively elevate customer satisfaction.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Drive customer outcomes at scale, no matter the channel<\/h2>\n

Reach customers on their preferred channels. Bolster efficiency with self-service options and a consolidation of interaction tools. Streamline agent experience and maintain performance on every channel.[\/vc_column_text][\/vc_column][vc_column width=”7\/12″ offset=”vc_col-sm-offset-1″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner width=”1\/2″]

Email<\/h3>\n

Give email the attention it deserves. Management tools are incorporated into your contact centre desktop, including support for inbound communication and outbound email campaigns.<\/p>\n<\/div>

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Web messaging<\/h3>\n

Leverage asynchronous chat for your prospects and customers. Give them options to communicate in real time or at their leisure for longer interactions \u2013 no phone call needed.\n<\/p><\/div>\n<\/div>

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Messaging apps<\/h3>\n

Deliver personalised experiences across channels like WhatsApp, Apple Messages for Business and more \u2013 powered by self-service and a unified agent workspace.<\/p>\n<\/div>

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Social media<\/h3>\n

Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.<\/p>\n<\/div>

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SMS messaging<\/h3>\n

Offer customers the convenience and flexibility to quickly text for support or to send enquiries through Short Message Service (SMS) without disrupting their day.<\/p>\n<\/div>

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Improve performance of your digital channels<\/h2>\n

Scale your digital footprint whilst optimising self-service. Give your agents access to advanced tools and use AI to identify the best time to interact with customers via automatically triggered actions.[\/vc_column_text]

Explore this category<\/a><\/div>[\/vc_column][vc_column width=”7\/12″ offset=”vc_col-sm-offset-1″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner width=”1\/2″]

Co-browse and screen share<\/h3>\n

Elevate troubleshooting with agent-initiated and user-confirmed screen share and co-browse capabilities for async chat. Privacy controls keep sensitive areas hidden.<\/p>\n<\/div>

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Predictive engagement<\/h3>\n

Analyse web visitors\u2019 behaviour with AI to understand intent and predict outcomes. Use this insight to push proactive messages over digital channels, from targeted information to precisely timed offers.<\/p>\n<\/div>

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Chatbots<\/h3>\n

Program a personalised, interactive chatbot to answer questions across channels, from Facebook Messenger to SMS texts. Seamlessly switch to live agents to tackle more difficult customer enquiries.<\/p>\n<\/div>

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AI<\/h3>\n

Genesys AI brings together multiple AI disciplines in a single platform to deliver intelligently crafted and personalised experiences at scale. At the same time, it boosts conversions and agent efficiency.<\/p>\n<\/div>

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Knowledge<\/h3>\n

Deliver the right information to customers and agents, powering self-service, agent assist and a searchable knowledge portal. Measure effectiveness of knowledge across all channels for continuous optimisation.<\/p>\n<\/div>

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Work automation and task routing<\/h3>\n

Prioritise your team\u2019s work based on SLAs, business goals and more to ensure every task receives the best possible support.<\/p>\n<\/div>

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2025 State of CX report<\/h2>\n

Unlock key insights from over 5,000 global consumers and 1,000 CX leaders.<\/p>\n<\/div>

Download now<\/div><\/div><\/div>
\"Access<\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Prioritise channel choice with personalised, guided experiences<\/h2>\n

Accelerate your contact centre\u2019s digital transformation. The Genesys Cloud\u2122 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.[\/vc_column_text][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568224″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Unlock deeper customer interactions at scale<\/h3>\n

Remove data silos and start better understanding your customers with journey visualisation. 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.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568225″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Develop streamlined experiences across channels<\/h3>\n

A single workspace across all channel interactions balances usability with customisation, offering data and insights at an agent\u2019s fingertips. The knowledge base delivers relevant interactions to customers, providing information via a searchable knowledge portal, self-service bots and knowledge-assisted agents.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568226″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Improve engagement whilst increasing conversions<\/h3>\n

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.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568227″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Drive efficiencies and operational excellence<\/h3>\n

Use analytics to understand how KPIs are tracking. Real-time monitoring provides a view of all activity occurring in all channels, whilst admins are armed with actionable insights that can be used to improve self-service and the agent experience.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Build a consistent digital experience with Genesys Cloud<\/h2>\n

With Genesys Cloud, say goodbye to silos and welcome seamless, unified and harmonious customer journeys that extend across digital channels.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Real time, data-driven context<\/h3>\n

Gather a real-time 360-degree view of all customer touchpoints and contextual data. Use the AI-powered insights to personalise every interaction.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Native asynchronous chat<\/h3>\n

Unlock asynchronous, always-on messaging that customers can pause and resume when it\u2019s convenient. Reduce customer effort with co-browse and screen share.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Proactive engagement<\/h3>\n

Drive positive outcomes \u2013 reducing support strain and driving conversions \u2013 by engaging customers proactively with the right message at the right time.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Rich personalisation<\/h3>\n

Optimise experiences with your brand through rich, personalised interactions. And connect them into seamless journeys that span across the channels your customers use every day.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Bring Your Own Messaging<\/h3>\n

Leverage open messaging APIs, mobile SDKs or universal messaging through the AppFoundry\u00ae<\/sup> Marketplace to bring in even more channels. Offer customers rich, customised brand experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-white” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”2\/3″][vc_column_text css=””]<\/p>\n

See what our customers have to say<\/h2>\n

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