{"id":171421,"date":"2019-09-06T09:04:22","date_gmt":"2019-09-06T16:04:22","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=171421"},"modified":"2025-12-16T20:01:47","modified_gmt":"2025-12-17T04:01:47","slug":"live-chat-software","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/live-chat-software","title":{"rendered":"Live chat"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; vib=&#8221;enable&#8221; css=&#8221;.vc_custom_1718732626463{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column]<div class=\"component breadcrumbs theme-\"><div class=\"links-row w-100 d-flex flex-wrap align-items-center justify-content-start\"><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/genesys-cloud\">Genesys Cloud CX<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/capabilities\/digital\">Digital customer engagement<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;606935&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Genesys Cloud Web Messaging<\/h1>\n<p class=\"text-22\">Go beyond live chat and continue the conversation 24\/7 with our native asynchronous chat solution<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"#demo\" target=\"\" rel=\"\">Get started<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-sg\/campaign\/request-a-demo\" target=\"\" rel=\"\">Get a demo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Engage and convert prospects with web messaging<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Say goodbye to lost conversations<\/h3>\n<p>Answer questions and provide product information at the right moment \u2014 any time \u2014 with web messaging.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Hear customer concerns the first time<\/h3>\n<p>Seamlessly transition from a Chatbot to an Agent while retaining full context and visibility.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Give your Agents one tool that does it all<\/h3>\n<p>Share files, start a Co-browse session or escalate to a phone call with just one click through our unified desktop.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=&#8221;visible&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D&#8221; css=&#8221;.vc_custom_1743748185494{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]\r\n  <style>\r\n    .tour_embed { position: relative; margin-left: auto; margin-right: auto; border-radius: 1.5rem; }\r\n    .tour_frame-wrapper { position: relative; }\r\n    .tour_embed iframe { width: 100%; }\r\n    .tour_frame-wrapper #gctour {\r\n      width: 100%;\r\n    }\r\n\r\n    \/* .tour_embed iframe { position: absolute; top: 0; right: 0; bottom: 0; left: 0; height: 100%; width: 100%; } *\/\r\n  <\/style>\r\n\r\n  <div class='tour_embed overflow-hidden' style='max-width: none;'>\r\n    <!-- <div class='tour_frame-wrapper' style='padding-bottom: 56.222547584187%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/web-chat-tour?theme=glass' style='display: none;'><\/iframe>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  [\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Connect with customers on a channel they love \u2014 day or night<\/h2>\n<p>No downloads, no delays[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Pause and pick up conversations<\/h3>\n<p>Engage 24\/7 across channels. Persistent, asynchronous messaging lets customers continue the conversation when they want without having to repeat themselves.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Interact smarter with built-in AI<\/h3>\n<p>Serve website visitors more efficiently. Enhance your web chat with bots and Agent Copilot with our easy-to-tailor conversation flows and proprietary knowledge base.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Trust in security and scalability<\/h3>\n<p>Designed for enterprise-grade security, Genesys uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure and support encrypted conversations.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Set up easily<\/h3>\n<p>Configure and deploy a live chat widget in minutes. Make visual- and feature-based updates using no-code\/low-code implementation \u2014 without the need for IT support.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Customise fully<\/h3>\n<p>Give administrators the power to quickly build and customise business flow logic and integrate <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/featured?_gl=1*4tez34*_gcl_au*MTExNjkyNTk0LjE3NTAwODc0MDQ.*_ga*MTE0Mjg1NTM4Mi4xNzQxOTcyOTE5*_ga_WMDFV6Y7G2*czE3NTYyNDM0MTckbzI2OCRnMSR0MTc1NjI0NTI4MiRqNjAkbDAkaDA.\">third-party applications<\/a>.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Connect conversations anywhere<\/h3>\n<p>Deliver seamless support that can span across web and mobile apps, keeping customers engaged and in context \u2014 no matter where they start the journey.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221; ct_stat_link=&#8221;url:%2Fen-sg%2Fresources%2Fstate-of-cx&#8221;]<\/p>\n<p class=\"h2\">35%<\/p>\n<p class=\"text-22\">of consumers say live chat with an Agent is their most preferred channel<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\"><strong>\u201cThe State of Customer Experience,\u201d Fifth Edition, Genesys, 2025<\/strong><\/a>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Cultivate happier customers and employees with Genesys Cloud Web Messaging<\/h2>\n<p>Customers visit your site with a goal, but sometimes they need a hand. Web messaging not only boosts satisfaction but helps convert more prospects. It&#8217;s easy to deploy, manage and scale, giving service teams greater efficiency and the power to multitask across messaging sessions.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-cover bg-150-md bg-center bg-norepeat&#8221; css=&#8221;.vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}&#8221;][vc_row r_gutter_size=&#8221;gutter-small&#8221; background_color=&#8221;bgc-glass&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;py-3 px-1 px-lg-3 rounded mt-0&#8243;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Make agents your customers\u2019 heroes<\/h2>\n<p>Empower agents with the tools, context and flexibility to resolve issues faster and deliver standout service.[\/vc_column_text][\/vc_column][vc_column el_class=&#8221;mt-2&#8243;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Omnichannel agent interface<\/h3>\n<p>Meet your customers where they are. From web messaging and social media to SMS, agents can engage from a single, unified view of the customer.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Confident, real-time customer engagement<\/h3>\n<p>Unlike live chat solutions, web messaging gives your agents a real-time view of the entire customer journey through tracked web and mobile interactions and conversation history.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Co-browse<\/h3>\n<p>Provide high-touch assistance. Let agents see customers\u2019 screens in real time as they navigate your website. Seamlessly elevate a web messaging conversation to co-browse.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Authenticated web messaging<\/h3>\n<p>Know your customers. Verify users with anytime login \u2014 no matter what browser they use. This means agents can easily personalise the customer support experience for everyone.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Rich messaging experience<\/h3>\n<p>Make engagements more robust, intuitive and free of friction. Use quick replies, cards, carousels, emojis and file attachments to resolve engagements faster.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Proactive messaging<\/h3>\n<p>Deliver empathetic experiences. Power personalised messaging conversations with contextual rules like web activity, tracked interactions and chat agent availability.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>See what customers are saying<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-4&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/customer-stories\" target=\"\" rel=\"\">Read all stories<\/a><\/div>[\/vc_column][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"2\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Virgin Atlantic story\" title=\"Virgin Atlantic\" href=\"#512140\"><img decoding=\"async\" class=\"company-logo\" alt=\"Virgin atlantic x300\" src=\"https:\/\/www.genesys.com\/media\/virgin-atlantic-x300.png\" width=\"300\" height=\"72\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Rabobank story\" title=\"Rabobank\" href=\"#458066\"><img decoding=\"async\" class=\"company-logo\" alt=\"Rabobank logo x250\" src=\"https:\/\/www.genesys.com\/media\/Rabobank-logo-x250.png\" width=\"250\" height=\"67\"><\/a><\/div><\/div><div class=\"carousel-content-col\"><button aria-label=\"Previous panel\" title=\"Previous panel\" class=\"prev-control carousel-controls hidden\"><\/button><div class=\"customer-content active\" data-href=\"512140\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/en-sg\/customer-stories\/virgin-atlantic\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Customer story video thumbnail virgin atlantic\" src=\"https:\/\/www.genesys.com\/media\/customer-story_video-thumbnail_Virgin-Atlantic.jpg\" width=\"1216\" height=\"684\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cWhen we compare Genesys Web Messaging to our previous offering, we are closing 220% more conversations. So, we\u2019ve actually doubled our efficiency.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Louise Phillips<\/p><p class=\"customer-title\">VP Customer Centres, Virgin Atlantic Airways<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"458066\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/en-sg\/customer-stories\/rabobank\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Thom kokhuis, head of conversational banking, rabobank\" src=\"https:\/\/www.genesys.com\/media\/Rabobank-website-hero-image-626x352-1.jpg\" width=\"626\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-xl\">\u201cWeb messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Thom Kokhuis<\/p><p class=\"customer-title\">Head of Conversational Banking, Rabobank<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section flair=&#8221;%5B%5D&#8221; css=&#8221;.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"\/en-sg\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack-flipped card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"474\" height=\"298\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Gartner_MQ_Chunkers_2025.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><p><img decoding=\"async\" class=\"attachment-thumbnail size-thumbnail vc_single_image-img\" style=\"max-width: 175px;\" src=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg\" sizes=\"(max-width: 264px) 100vw, 264px\" srcset=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 264w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 300w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 566w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 1244w\" alt=\"Gartner logo\" width=\"264\" height=\"61\" \/><\/p>\n<p>2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n<p class=\"h5\">Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><style type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%5D&#8221;][vc_row css=&#8221;.vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>See what else you can do with Genesys<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/capabilities\" target=\"\" rel=\"\">Explore all capabilities<\/a><\/div>[\/vc_column][vc_column]<div class=\"capability-list icon-card-bg row gutter-small\"><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/co-browse-screenshare\"><div class=\"card-body\"><h3 class=\"h5\">Co-browse<\/h3><p>See why your customers are reaching out in real time. Show them how to resolve their issues.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/digital\"><div class=\"card-body\"><h3 class=\"h5\">Digital customer engagement<\/h3><p>Support your teams with a comprehensive suite of digital capabilities \u2014 or with your own solution.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/email-contact-centre\"><div class=\"card-body\"><h3 class=\"h5\">Email<\/h3><p>Give email the attention it deserves. Upgrade your email support capabilities with management tools that are built-in to your contact centre desktop.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/knowledge-management\"><div class=\"card-body\"><h3 class=\"h5\">Knowledge management tools<\/h3><p>Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/messaging-apps\"><div class=\"card-body\"><h3 class=\"h5\">Messaging Apps<\/h3><p> Streamline service, automate engagement and personalise customer experience with a unified messaging platform.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/predictive-web-engagement\"><div class=\"card-body\"><h3 class=\"h5\">Predictive engagement<\/h3><p>Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/sms-messaging\"><div class=\"card-body\"><h3 class=\"h5\">SMS messaging<\/h3><p>Use familiar mobile channels to touch base with your customers without disrupting their day. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/social-media-customer-service\"><div class=\"card-body\"><h3 class=\"h5\">Social media and messaging apps<\/h3><p>Meet your customers on the popular platforms they already use, including WhatsApp, Facebook, Instagram and more. And tap into social listening capabilities to draw in public conversations.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/virtual-agents\"><div class=\"card-body\"><h3 class=\"h5\">Virtual agent<\/h3><p>Enhance self-service with AI-powered bots that understand context and act like human agents to deliver a superior experience, anytime.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/work-automation-and-task-routing\"><div class=\"card-body\"><h3 class=\"h5\">Work automation<\/h3><p>Use accurate, consistent data to make more informed decisions across your back office.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Take your customer experience to the next level with web messaging<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/resources\" target=\"\" rel=\"\">View all resources<\/a><\/div>[\/vc_column][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/work-automation-and-task-routing\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Work-automation-and-task-routing-thumbnail.png\" height=\"450\" width=\"824\" alt=\"Work automation and task routing thumbnail\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Product overview<\/p><h3 class=\"item-title h6\">Work automation and task routing<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Resource-thumbnail_State-of-Customer-Experience-2025_1x.png\" height=\"464\" width=\"820\" alt=\"Access our flagship research report for global insights into the future of cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Report<\/p><h3 class=\"item-title h6\">The State of Customer Experience<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-to-contact-centre-routing\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource_thumb-practical-guide_to_cc_routing.png\" height=\"464\" width=\"820\" alt=\"Resource thumb practical guide to cc routing\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">Practical guide to contact centre routing<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1741334683100{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}&#8221; el_class=&#8221;px-0 py-2 px-md-5 py-md-5&#8243; el_id=&#8221;demo&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Make it easy to strike up a conversation<\/h2>\n<p>Request a free demo today. You\u2019ll see how our cloud contact centre software makes it easy to digitally enable your brand with web messaging. Start personalising your online experience with rich, asynchronous messaging conversations on a channel your customers prefer.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7010d000001KeaxAAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/171421\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"capabilities\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/171421\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"483563\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Hot Lead\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Get my demo\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Get my demo\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;thank-you&#8221;]<\/p>\n<p class=\"h4\">Thank you for your interest.<\/p>\n<p>We\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Frequently asked questions<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What\u2019s the difference between website chat software and web messaging?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Web messaging, also known as asynchronous chat or asynchronous messaging, lets Agents interact with customers to solve issues quickly. It uses asynchronous communication, meaning that customers can engage with your brand at any time, on any device. And if a customer pauses a conversation and resumes it later, the history remains for the customer and Agent.<\/p>\n<p>Synchronous live chat or web chat provides short-lived, standalone chats that require an Agent to interact in real-time with the customer. It has a beginning and an end for each conversation, typically with immediate responses.<\/p>\n<p>Note: Genesys Cloud Web Messaging is the name of our native 24\/7 asynchronous chat solution. Although it is asynchronous, end users do have an option to clear a current conversation. To increase operational efficiency, this also disconnects any pending conversation currently in queue or handled by Agents.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What communication channels are customers using most?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>In the past year, more consumers worldwide used a digital channel to interact with an organisation than used the voice channel. In fact, some 72% of consumers used email for a customer experience (CX) interaction, while 68% called a contact center, according to \u201cThe State of Customer Experience\u201d report.<\/p>\n<p>Chatbots and messaging apps also continue to increase in popularity for CX interactions. This is a landmark moment.<\/p>\n<p>Digital is no longer on the periphery as an alternative channel to voice. It\u2019s now critical for organisations to have a connected voice and digital strategy that empowers customers across their journey. It\u2019s now critical for organisations to have a connected voice and digital strategy that empowers customers across their journey.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why is native asynchronous functionality important?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Native asynchronous functionality enables you to have 24\/7 web presence through a messaging app.<\/p>\n<p>For example, if a customer decides to change pages or close the native Genesys Messenger window, the conversation persists. Customers can engage with an agent after the contact center is closed or self-serve through a bot, search FAQs using the Messenger Knowledge Search App, or they can schedule a callback from the next-available live agent.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why do companies use live chat?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>While companies might be looking to implement live chat software, they are actually in need of web messaging. Here\u2019s four reasons why companies use web messaging over live chat:<\/p>\n<ul>\n<li><strong>24\/7 web presence<\/strong><br \/>\nIf a customer decides to change pages, or close the messenger window, the conversation persists. This means you can be responsive at any time, even if the contact center is closed.<\/li>\n<li><strong>Easy to deploy and customise<\/strong><br \/>\nWith an option for no-code or low-code deployment, businesses of any size can quickly implement web messaging without relying on IT teams or expensive software development resources.<\/li>\n<li><strong>Never miss an online opportunity<\/strong><br \/>\nYou can engage proactively based on the customer journey.<\/li>\n<li><strong>Cost savings<\/strong><br \/>\nYou\u2019ll reduce operational costs because you won\u2019t need as large a support team as you would to manage real-time chats. You\u2019ll also save through more efficient use of resources.<\/li>\n<\/ul>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the benefits of web messaging for customers?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Web messaging is convenient and accessible. Customers like being able to engage at their own pace and on their own schedules, without being tied to real-time conversations. And because web messaging is an \u201canywhere, anytime\u201d solution, it\u2019s ideal for 24\/7 communication whenever it\u2019s convenient for customers \u2013 and even across different devices, whether desktop or mobile web browsers.<\/p>\n<p>In addition to other live chat tools, customers can enjoy richer, personalised and actionable conversations with brands through web messaging. Give your customers a more interactive digital experience using rich messaging and free them from the drudgery of typing long messages. And because you\u2019ll have holistic customer profiles and Customer journey data, you\u2019ll know exactly who you\u2019re talking to and why they\u2019re reaching out. Customers don\u2019t have to start their interaction from scratch every time they reach out.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What\u2019s the difference between web messaging and mobile messaging in Genesys Cloud?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Web messaging allows you to engage customers directly through your website. Mobile messaging (in-app messaging) refers to messaging embedded directly within your mobile app (iOS or Android) using the Genesys Cloud SDK. It brings the same asynchronous, persistent experience into the mobile environment, allowing users to initiate and resume conversations seamlessly without leaving the app.<\/p>\n<p>Naturally, there are differences in implementation between the two. Web messaging is deployed by adding a script to your website and configuring it via the Genesys Cloud admin UI. Mobile messaging requires SDK integration into your mobile app and may involve additional development resources for branding and customisation.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Are web and mobile messaging experiences the same for Agents?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Both types of messaging appear in the Agent desktop as part of the unified inbox. Agents can handle web and mobile conversations using the same workflows, routing logic and interaction history.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why would I use both web and mobile messaging from Genesys Cloud?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Offering both web and mobile messaging helps ensure coverage across digital Touchpoints and caters to customer preference. Customers browsing on a desktop can engage via your website, while mobile users can connect through your app.<\/p>\n<p>Furthermore, for authenticated customers, these conversations can persist across devices. For example, an authenticated customer can ask a support question on their laptop via a website and web messaging. They can later go on your mobile app and continue this same exact conversation, seeing their prior replies.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is the difference between AI chat and live chat?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Live chat connects a customer directly to a human Customer service Agent in real time; AI chat connects the customer to a Chatbot that can either help solve the customer\u2019s issue or escalate to a human Agent. In many \u2014 but not all \u2014 cases, AI chat can be the first step in a customer\u2019s service journey.<\/p>\n<p>AI chat and live chat work well in tandem, as parts of a cohesive end-to-end customer experience. AI Chatbots are available 24\/7\/365 without increasing the strain on a Customer service team, and automation can easily handle many of the simple and mundane questions that don\u2019t necessarily require human brainpower. A well-programmed AI has a wide range of information available to it, and with regular upkeep and consistent work, an AI bot will learn and improve over time. Recent advances in AI also mean that today\u2019s bots are not only smarter than ever, but more able to mimic empathy in a way that makes the customer experience more pleasant.<\/p>\n<p>If a human Agent does need to get involved, that transition is also easier than ever, especially with the help of AI. A customer\u2019s journey can be analysed and described to an Agent, so that they have the best possible idea of how best to help. All the information the Agent needs, from the customer\u2019s purchase history to likely next steps based on similar past interactions, can be pulled from locations like your CRM system and is put at their fingertips. And AI analytics helps to build a better picture of your customer.<\/p>\n<p>Live chat and AI chat, therefore, can both be important parts of a comprehensive, well-orchestrated end-to-end customer experience.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can messaging be used to make the customer experience more engaging?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Rich messaging is a great way to personalise and improve engagements.<\/p>\n<p>Instead of having to type long messages, you can send and receive multiple types of media content to make your customer and agent experiences richer, more intuitive and free of friction. With web messaging, they\u2019ll be able to use quick replies, cards, carousels, emojis and file attachments.<\/p>\n<p>Whether it\u2019s a conversation with a human Agent or a Chatbot, it\u2019s important that the customer feels that it\u2019s more than a script they\u2019re engaging with. Messaging is often the first line of Customer service \u2014 the more pleasant the experience, the more likely it is that the customer will walk away happy, whether the issue needs to be escalated or not.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What\u2019s the best way to personalise web engagements?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Today\u2019s customer expects a personalised experience from start to finish, without having to repeat the same questions and personal information throughout their journey. With holistic customer profiles and Customer journey information, your Agents will know exactly who they\u2019re talking to and why. That same information can help Agents know when it\u2019s best to engage proactively.<\/p>\n<p>By using our natively integrated Genesys Cloud Co-browse capability, Agents can also gain a better understanding of customers\u2019 needs by elevating the existing web messaging conversation to Co-browse seamlessly \u2013 and still part of the original interaction. Agents will guide them through the most complex transactions \u2013 enhancing the customer experience and improving conversion rates.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What\u2019s the difference between Co-browse and screen sharing?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Both Co-browse and screen-sharing technology allow remote parties to view the same screen. In the case of a contact center, those parties would be the customer and the service agent. But Co-browse offers a number of additional key features that screen-share lacks. Screen-share technology is what it claims to be \u2014 it simply allows a remote user to see your screen.<\/p>\n<p>In addition to viewing the same screen, though, Co-browse provides a more immersive and collaborative experience. Co-browsing allows the Agent to use tools ranging from drawing and annotation to taking over control of the screen. All of this means the customer service Agent can resolve customer issues more quickly, while reducing frustration and building customer satisfaction.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Are push notifications supported for async chat?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Yes, Genesys Cloud supports mobile push notifications as a key component of asynchronous web messaging. They help maintain engagement by notifying users of new messages even when they\u2019re offline or have exited the app. As a result, this helps ensure important updates aren\u2019t missed and encourages timely re-engagement.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; vib=&#8221;enable&#8221; css=&#8221;.vc_custom_1718732626463{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;606935&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;] Genesys Cloud Web Messaging Go beyond live chat and continue the conversation 24\/7 with our native asynchronous chat solution [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Engage and convert prospects with web messaging [\/vc_column_text][\/vc_column][\/vc_row][vc_row [&hellip;]<\/p>\n","protected":false},"author":308,"featured_media":0,"template":"","tax_cap_lobby":[17726],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-171421","capabilities","type-capabilities","status-publish","hentry","tax_cap_lobby-digital-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/171421","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/308"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/171421\/revisions"}],"predecessor-version":[{"id":608810,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/171421\/revisions\/608810"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=171421"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_cap_lobby?post=171421"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=171421"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=171421"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=171421"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=171421"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=171421"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=171421"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=171421"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=171421"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=171421"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=171421"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}