Personalise Experiences With AI-Driven Proactive Engagement


Serve your customers while driving business outcomes

Boost your agents’ efficiency

Agents can proactively resolve issues with views into cross-channel interactions, customer journeys, segments and predicted outcome scores.

Cut your contact centre costs

Resolve issues with efficient, automated bots or web chats offered at the moment of need. When calls are necessary, empower agents with full context.

Never miss an online conversion opportunity

Increase revenue by engaging the right customers and offering the right information at precisely the right moment. Then trigger the action that improves sales conversion.

Use AI-driven insights to personalise and automate engagement

Digital insights for voice engagement

Enrich customer profiles with historical and real-time digital and voice interaction data. Give agents insights that help them personalise conversations and increase FCR.

Journey visualisation

Support agents with full interaction context and third-party system customer data. Use customer experience maps to determine where customers are on their journeys and what they need.

Machine learning and AI

Identify behaviour patterns, including shopping cart abandonment and churn risk. Use insights and outcome probabilities to automate engagement at the moment most likely to drive results.

Dynamic behavioural segmentation

Classify customer intent and priority. Determine the best channel to engage customers with an automated content offer, web message, bot or agent-assisted service.

Real-time outcome scoring

Target customers and optimise engagements in real time. Align with business objectives by using outcome probabilities instead of — or alongside — rules.

Omnichannel orchestration

Use one platform to orchestrate omnichannel interactions. Leverage native and third-party sources, such as CRM and marketing systems like Adobe.

Action maps

Trigger personalised campaigns based on segments and most likely outcomes. Activate web chat, web messaging, content offers, bot flow or actions.

Analytics and reporting

See how segments and activities affect your business outcomes. Tweak customer strategies to improve campaign performance.

Agent pacing algorithm

Balance customer needs with agent use. Leverage scenario modeling and automation to optimise the number of proactive invitations per agent.

Customer Experience Horizons

The experience economy has arrived. To stay competitive, organisations must reimagine what’s possible with customer and employee experiences and understand the trends affecting the industry.

Customer experience horizons chunker image


of CX Leaders say using data and AI for customer understanding and personalisation is their biggest strategic CX priority for the next one to two years

“The State of Customer Experience,” Genesys, 2023

Drive customer loyalty with effortless experiences

Customers expect seamless experiences no matter what channel they use to contact your business. Research shows that when asked to repeat themselves, nearly half of customers consider it a high-effort interaction. This can increase the risks of disloyalty and churn.

Take the stress out of these experiences, and drive better engagement strategies and sales outcomes. Genesys software empowers agents and bots with real-time, historical, predictive and third-party customer data. Using these holistic insights, agents and bots can provide seamless customer support that enhances brand loyalty, reduces costs and drives future purchases.

Reduce customer effort with proactive, empathetic experiences

Context and timing are key to delivering more effortless and personalised customer experiences. Classify customer behaviour into segments and surface cross-channel interaction histories. Use these artificial intelligence (AI)-powered insights to show you deeply know the customer, predict intent, deliver precisely-timed actions, improve customer satisfaction and more.

Listen to your customers

The more you know about your customers, the better experiences you can provide. Get customer details from their website activity, previous contact centre interactions, marketing systems, CRM solutions and backend systems. Capture your customers’ attributes and contextual journeys in real time.

Understand and predict intent

With the right predictive engagement software, you can anticipate your customers’ next move and goals. Use AI and predictive analytics to identify behaviour patterns. Then, use those insights to understand the likelihood a customer will buy, churn or abandon their shopping cart. Assign intent, classify segments and predict outcome scores in real time.

Act with predictive and automated personalisation

Lower the cost to serve, enhance customer experiences and increase sales opportunities. Use AI-driven insights to identify who to engage, when to engage and how to engage. Enable administrators to automatically trigger precisely timed actions that optimise business outcomes and customer experiences. Automatically connect using bots, agent messaging or live agents.

Learn as you gather insights

Make smarter decisions as you gather more behavioural data and AI models self-improve — without needing to rely on data scientists. Instead, use AI to micro-target customers and dynamically optimise every engagement, no matter the channel. And drive better business outcomes as a result.

See what our customers have to say

See what else you can do with Genesys

Engage customers at the right time and in the right way

Put the “person” in personalisation

Learn how your agents can use AI-driven insights to personalise real-time customer interactions. Engage using precisely timed automated chat and content offers that drive sales conversions and deliver exceptional predictive customer service. Request a demo to see how predictive engagement enhances your customer experience and improves business results.

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