Digital customer engagement

Be in touch anywhere, anytime with an all-in-one suite of digital channels

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Let customers connect at the speed of a text

Don’t make your customers wait on hold to reach you. Give them the easy, frictionless communication channels they prefer. An all-in-one suite of digital capabilities — enhanced with bots and predictive artificial intelligence (AI) — lets your employees and customers engage in seamless conversations across chat, email, text and social media channels. Anywhere, anytime.

40%

of internet users worldwide prefer interacting with chatbots

Business Insider Intelligence, Chatbot Market in 2021

$142 Billion

estimated global consumer retail spend via chatbots by 2024

Business Insider Intelligence, Chatbot Market in 2021

80%

of CX organisations will use a single solution for messaging by 2025

Gartner Predicts 2021: CRM Customer Service and Support

Strike up conversations across digital channels

Email

Give email the attention it deserves with management tools incorporated into your contact centre desktop.

Web messaging

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

Social media

Build positive customer experiences by meeting customers on the popular platforms they already use.

Co-browse and screen share

See the problems your customers call about in real time. Show them how to resolve their issues.

Predictive engagement

Know who’s visiting your website and why. Then automatically direct them to the next best step.

Chatbots

Program a bot to answer common customer questions. Seamlessly switch to live agents to tackle more difficult chat queries.

AI

Power your contact centre with Genesys AI to deliver intelligently crafted and personalised experiences at scale.

Knowledge

Make your knowledge useful and usable by automating delivery to customers and agents at the point of impact.

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See how Genesys Cloud CXâ„¢ helps deliver experiences from a single platform.

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Choose the digital-ready solution that works for you

Genesys Cloud CX

With Genesys Cloud CX™, the all-in-one cloud contact centre solution, you can easily mix and match digital capabilities — and meet customers on the channels they love most.

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Pricing

Our flexible pricing gives you the option to purchase only the digital capabilities you need. If you want to scale up or down at any time, we make it easy.

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Now, with WhatsApp, clients send pictures and our advisors can quickly see the problem. And they can juggle inquiries in other channels — all from their Genesys Cloud CX application.

— Patricia Zoller, Marketing Manager, Dental Axess

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Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website. Conversion rates rose by 49% at the six-week stage.

— Getinet Tadesse, CIO, Ethiopian Airlines

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Explore the full potential of digital CX

Gartner Magic Quadrant for Contact Centre as a Service

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Planning, managing and empowering your digital workforce

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7 Steps for Delivering Next-Generation Digital Customer Service

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Journey mapping and the role of predictive engagement

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Connect anytime. Build trust. Move fast.

From a single platform, your agents can engage customers — and each other — anytime, anywhere, on any digital channel. Discover how your business will benefit from our comprehensive approach to digital customer service.

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Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

Frequently asked questions

What is proactive chat?

Proactive chat lets you target a website visitor, start a conversation at the right moment, and capture leads and conversions. It automatically issues an invitation based on predefined website visitor behaviour, types of buyers, pages visited and more. You can create unlimited rule sets, and automatically test chat invitations against each other to fine-tune your strategy.

What is proactive AI?

Conversational AI chatbots can assist with customer acquisition, lead qualification and conversion. With proactive AI, you can deliver intelligent engagement across every step of the customer journey — in the languages your customers speak. And you can deliver it across chat, email, social media platforms, SMS and more. This level of support boosts brand loyalty and allows for more cost-effective support.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.

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