Personalise experiences with AI-driven predictive engagement

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Capabilities predictive engagement hero 2021

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Design your solution

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Request a quote

Design your solution

Serve your customers while driving business outcomes

Boost your agents’ efficiency

By seeing cross-channel interactions, customer journeys, segments and predicted outcome scores, agents can proactively resolve issues.

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 prioritising who to engage and what to offer precisely when it matters. 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

Give agents full interaction context and third-party system customer data. Use customer experience maps to determine where customers are in 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 outcome probabilities. Activate web chat, web messaging, content offer, bot flow or actions.

Analytics and reporting

See the impact of segments and activities on your business outcomes. Tweak customer strategies to improve campaign performance.

Agent pacing algorithm

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

Drive customer loyalty with effortless experiences

Experiences shouldn’t be stressful. But when asked to repeat themselves, nearly half of customers consider that a high-effort interaction. This can increase the risks of disloyalty and churn significantly. We take the stress out of these experiences, driving better customer service 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 experiences that enhance loyalty to your brand, reduce costs and drive future purchases.

94%

of customers with low-effort interactions intend to repurchase versus 4% with high effort

Customer Service Essentials: Measuring Customer Effort, Gartner Webinar 2020

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)-driven insights to customise engagements at the moment of truth via agent messaging, automated bot or content offer.

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 and backend systems. Capture your customers’ attributes and contextual journeys in real time.

Understand and predict intent

Anticipating your customers’ next move is the key to aligning your customer and business goals. Use AI and predictive analytics to identify behaviour patterns and the probability a customer will buy, churn or abandon a 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 the precisely timed action that optimises business outcomes and customer experiences. Automatically connect using bots, agent messaging or live agents.

Learn as you gather insights

Make smarter decisions as more behavioural data is gathered and AI models self-improve, without needing to rely on data scientists. Instead, use AI to microtarget 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

Genesys Predictive Engagement is enabling us to capture significantly more window shoppers on our website. Conversion rates rose by 14% in the first two weeks and by 49% at the six-week stage. And, we’ve only really scratched the surface of what the tool can do.

— Getinet Tadesse, CIO, Ethiopian Airlines

Read customer story

The system flags excessive web page dwell times so agents can launch a timely web chat offering support or a tailored offer. We can also set up alerts if shopping basket checkouts appear to stall, again enabling agents to reach out and get the sale back on track.

— Mateusz Jazdzewski, IT Consumer Experience Solutions Manager and Head of CX Product, Electrolux

Read customer story

Get predictive engagement in a solution that works for you

Genesys Cloud CX

Get an all-in-one solution for engagement

Engage customers and boost sales with Genesys Predictive Engagement on the Genesys Cloud CX™ platform. Get cross-channel interaction history, customer journey visualisation and real-time outcome scores. Personalise and automate customer engagement using bots, agent-led web messaging and calls.

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Genesys Multicloud CX

Engage even in the most complex operations

Identify when and how to proactively engage web visitors with Genesys Predictive Engagement on the Genesys Multicloud CX™ solution. Automate routing decisions based on captured data and employee profiles, intelligently matching customers with the best available agent.

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Genesys DX

Drive results across the entire customer journey

Engage website visitors with proactive, predictive outreach and personalised communications. Set up criteria to identify and define target audiences for outreach activities. With the Genesys DX™ solution, AI-powered outcome scoring drives results throughout the entire customer journey.

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See what else you can do with Genesys

Chatbots

Digital sales and service automation

Knowledge management tools

Messaging for customer service

Web messaging

Explore all capabilities

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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About Genesys

Every year, Genesys^® delivers more than 70 billion 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.