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AGENT Predictive Engagement[13]

A single experience platform. Endless possibilities.

From call centre basics to the latest AI-powered innovations, Genesys brings together everything you want in a single, unified platform.

AGENT Self-Service Chat Bot

Every customer. Every interaction. Every time.

No matter where you are in your CX strategy, Genesys can elevate your customer and employee experiences – today and tomorrow.

Industry analysts and reviewers count Genesys
as a contact centre leader.

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With all the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.

— Naresh Shanker, CTO, Xerox

Our voicebots have been a huge win, correctly matching from a list of 30 different intents in over 80% of cases. Now, our agents spend less time on the phone and resolve more queries first time. We’ve already saved nearly $5,000 and expect that figure to reach $20,000 by year end.

— Nicole Thomas, VP, Customer Care Centre, Coca-Cola Bottlers’ Sales and Services

Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales.

— Thom Kokhuis, Head of Conversational Banking, Rabobank