Personalise experiences with AI-driven proactive engagement


Serve your customers while driving business outcomes

Boost your agents’ efficiency

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

Cut your contact centre costs

Resolve issues with efficient, automated chatbots or web chats at the moment of need. When calls are necessary, empower agents with full context from the first step.

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 valuable insights that help them personalise conversations and increase first-contact resolution.

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 likely outcomes 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 potential outcomes 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 for customers based on segments and most likely outcomes. Activate web chat, web messaging, content offers, bot flow or actions.

Analytics and reporting

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

Audience size estimator

Visualise the number of estimated visitors you will reach. Optimise proactive engagement by projecting impacts of adjusting segments and outcomes.



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, from email to Facebook and beyond. 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. With these holistic insights, agents and bots can provide seamless customer support that builds brand loyalty, reduces costs and drives purchases.

Reduce customer effort with proactive, empathetic experiences

Context and timing are key to delivering more effortless and personalised customer experiences. Identify customer behaviours, classify common behaviours into segments and surface cross-channel interaction histories. Use these artificial intelligence (AI)-powered insights to show you deeply know the customer. You can 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 details on customer preferences 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 customer engagement solution, you can anticipate your customers’ next moves 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 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

Frequently asked questions

What is an example of proactive outreach in a contact centre?

Proactive outreach is when the contact centre engages customers to inform them about potential issues. Proactive outreach is also when a contact centre reaches out to provide helpful information without the customer having to make the initial contact.

If a bank detects suspicious activity, they may proactively notify the customer to verify the transactions. Similarly, a cable company might reach out to inform customers about upcoming service maintenance to minimise inconvenience. Proactive customer engagement demonstrates a commitment to customer satisfaction, reduces reactive problem-solving, and improves customer loyalty and retention.

What is proactive messaging?

Proactive messaging involves communicating with customers before they reach out with inquiries or issues, generally over a digital channel. It includes notifications, alerts or outreach to inform, assist or engage customers, providing the best experiences and addressing concerns preemptively. This approach anticipates needs and fosters positive customer interactions based on variables like the customer’s website traffic history, a FAQ search and more.

Why is proactive engagement important?

Proactive engagement is crucial in a contact centre because it anticipates and addresses issues before they escalate. It fosters better communication, prevents misunderstanding and builds stronger relationships. By taking the initiative, individuals and organisations of all sizes can save time and resources, and maintain a positive reputation. It can also increase conversions, aiding customers at key moments, such as when they may abandon the process or churn.

How does proactive messaging differ from notifications?

Proactive messaging encompasses a broader range of communication initiatives that go beyond notifications. Notifications inform recipients of specific events or updates. Proactive messaging anticipates and meets customer needs, including outreach to offer assistance or gathering feedback before an issue arises. It’s about engaging customers, not just providing relevant information.