{"id":537869,"date":"2024-09-17T16:55:13","date_gmt":"2024-09-17T23:55:13","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=537869"},"modified":"2024-09-30T21:05:08","modified_gmt":"2024-10-01T04:05:08","slug":"predictive-routing-on-genesys-cloud","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/predictive-routing-on-genesys-cloud","title":{"rendered":"Predictive Routing on Genesys Cloud"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"text-orange\">Utilisation and Adoption Workshop Series<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1 class=\"h2\">Predictive Routing on Genesys Cloud<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span><div class=\"wpb_text_column wpb_content_element webinar_single_time\"><div class=\"wpb_wrapper\"><p>On-Demand Webinar<\/p><\/div><\/div>[vc_single_image][vc_column_text css=&#8221;&#8221;]<\/p>\n<h5>Enhancing Customer Service with Predictive Routing<\/h5>\n<p>In this workshop, we will explore how Predictive Routing, powered by machine learning, can improve customer service outcomes by intelligently matching each interaction with the best-suited available agent. Using the Genesys Cloud platform, we\u2019ll demonstrate how Predictive Routing enhances personalisation, streamlines operations with AI, optimises resource usage, and ultimately supports business growth. Participants will gain practical insights into setting up and using Predictive Routing, as well as understanding how to measure its impact.<\/p>\n<p><u>Agenda<\/u><\/p>\n<ul>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Predictive Routing Overview<\/strong>: How Predictive Routing works.<\/li>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Activation<\/strong>: Steps to get started.<\/li>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Data Usage<\/strong>: How data drives decisions.<\/li>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Performance Reports<\/strong>: Tracking and measuring success.<\/li>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Agent Selection<\/strong>: How the best agent is chosen.<\/li>\n<li><strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Free Trials<\/strong>: Accessing a free trial.<\/li>\n<li><strong>Q&amp;A all-throughout<\/strong><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><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=\"7014X000003AfYwQAK\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869?thankyou=537869&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><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\/webinars\/537869\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"537869\">\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=\"Event\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Predictive Routing on Genesys Cloud\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869?thankyou=537869&page_type=webinars\"><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=\"Register Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Register Now!\" 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_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;538168&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Tin Bobares<\/strong><br \/>\nCustomer Success<br \/>\nManager<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;510817&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Nico Feliciano<\/strong><br \/>\nProduct Specialist &#8211; Global Customer Success<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Utilisation and Adoption Workshop Series [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Predictive Routing on Genesys Cloud [\/vc_column_text][vc_single_image][vc_column_text css=&#8221;&#8221;] Enhancing Customer Service with Predictive Routing In this workshop, we will explore how Predictive Routing, powered by machine learning, can improve customer service outcomes by intelligently matching each interaction with the best-suited available agent. Using the Genesys Cloud platform, [&hellip;]<\/p>\n","protected":false},"author":761,"featured_media":538198,"template":"","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-537869","webinars","type-webinars","status-publish","has-post-thumbnail","hentry"],"acf":{"meta_title":"Predictive Routing on Genesys Cloud","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":false,"w_sdate":"10\/24\/2024 3:00 pm","w_edate":"10\/24\/2024 4:00 pm","w_scope":"single","w_single_timezone":"24 October 2024 (12:30PM IST | 03:00PM SGT)","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"<p>Thanks for registering! You\u2019re all set.<\/p>\n<p>Check your email inbox for details to join the workshop. If your email doesn\u2019t show up in a few minutes, make sure you check your junk or spam folder. Please add @email.genesys.com and @on24event.com to your safe sender list to ensure successful email delivery of all communications about this event.<\/p>\n","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":476339,"post_author":"853","post_date":"2023-05-10 22:51:25","post_date_gmt":"2023-05-11 05:51:25","post_content":"","post_title":"Best practices: Increase revenue with predictive engagement","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"increase-revenue-with-predictive-engagement","to_ping":"","pinged":"","post_modified":"2025-09-22 19:05:46","post_modified_gmt":"2025-09-23 02:05:46","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/best-practices-increase-revenue-with-predictive-engagement","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":509783,"post_author":"738","post_date":"2023-09-08 20:43:02","post_date_gmt":"2023-09-09 03:43:02","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text]\r\n<h1>Create personalised experiences with Genesys Predictive Engagement<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F340281f121137f42%2Foriginal%2FPredictive-engagement-product-overview_EN.pdf|title:Get%20the%20overview|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text]\r\n<h3>Use AI-powered insights to personalise and automate engagement<\/h3>\r\nExperiences shouldn\u2019t be stressful. But when customers are asked to repeat themselves, nearly half feel it\u2019s too much effort. This can significantly increase the risk of churn and disloyalty. We take the stress out of these experiences and drive better customer service and sales results.\r\n\r\nGenesys Predictive Engagement uses artificial intelligence (AI) to capture, qualify and proactively engage high-value customers or prospects with the right resources in the moment of truth. It improves conversion by identifying who, when and how to engage. And it automatically triggers the optimal action \u2014 whether that\u2019s through an automated or agent-assisted chat\/web message, or even a content offer that optimises business outcomes and improves customer experience.\r\n\r\nGenesys Predictive Engagement also empowers digital and voice agents by providing them with customer insights and recommendations based on web visitor behaviour patterns. This helps them drive the best next step in the journey and serve customers with empathy.\r\n<h3>Genesys Predictive Engagement<\/h3>\r\nEach interaction you have with your customer presents an opportunity for you to personalise engagement and improve the customer\u2019s experience \u2014 and personalisation begins with knowing your customer. Genesys Predictive Engagement analyses customers\u2019 web behaviour and identifies whom to engage, when to engage and how to engage. It then proactively triggers the precisely timed action using bots, agent messaging or live agents to drive the best next step in the customer journey.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F340281f121137f42%2Foriginal%2FPredictive-engagement-product-overview_EN.pdf|title:Get%20the%20overview|target:_blank|\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" header_bg=\"bgc-lgray\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMmZvbnQtc3diJTIwbWItMCUyMiUzRSUzQ2klMjBjbGFzcyUzRCUyMmZhayUyMGZhLWdlbi1zdGFyJTIwdGV4dC13aGl0ZWljb24tc2l6ZS1yZWd1bGFyJTIyJTIwYXJpYS1oaWRkZW4lM0QlMjJ0cnVlJTIyJTNFJTNDJTJGaSUzRSUyMEJlbmVmaXRzJTNDJTJGaDMlM0U=\"]\r\n<ul class=\"text-24\">\r\n \t<li>Listen to your customers<\/li>\r\n \t<li>Understand and predict intents<\/li>\r\n \t<li>Act with predictive and automated personalisation<\/li>\r\n \t<li>Learn as you gather insights<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Create personalised experiences with Genesys Predictive Engagement","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"create-personalised-experiences-with-genesys-predictive-engagement","to_ping":"","pinged":"","post_modified":"2025-07-07 23:57:31","post_modified_gmt":"2025-07-08 06:57:31","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/create-personalised-experiences-with-genesys-predictive-engagement","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":452666,"post_author":"185","post_date":"2022-10-01 15:32:28","post_date_gmt":"2022-10-01 22:32:28","post_content":"[vc_section][vc_row][vc_column][vc_column_text]Imagine you\u2019ve been asked to create a proactive message that will reach customers who are browsing your company\u2019s website to offer them a targeted promotion that increases conversion. You have a lot on your mind as you set up this touchpoint \u2014 it needs to be perfect.\r\n\r\nYou\u2019ll have to consider several factors.\r\n<ol>\r\n \t<li>Finding the group that\u2019s specifically interested in the service or product, so you don\u2019t annoy uninterested people with irrelevant offers.<\/li>\r\n \t<li>Not giving the offer to people who will convert without any special offer. Otherwise, you\u2019ll leave revenue on the table.<\/li>\r\n \t<li>Provide a nudge for the group that needs it to achieve the outcome you want, such as increase conversion.<\/li>\r\n \t<li>Pointing human power (your agents) at prospects likely to convert so you use limited resources efficiently.<\/li>\r\n<\/ol>\r\nIf you could predict the future, this task would be easy. But knowing how something is going to turn out is a superpower none of us possess.\r\n<h2>Preview Audience Size When Creating Campaigns<\/h2>\r\nGenesys Predictive Engagement proactively personalises omnichannel customer experiences. It <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/predictive-web-engagement\" target=\"_blank\" rel=\"noopener\">analyses a customer\u2019s web behaviour<\/a> and identifies who, when and how to engage.\r\n\r\nIt then proactively triggers the precisely timed action through automated or agent-assisted messaging, chatbots or content offers. This drives the next best step in the <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/what-is-customer-journey-management\" target=\"_blank\" rel=\"noopener\">customer journey<\/a>.\r\n\r\nSince the first release of Genesys Predictive Engagement, users have seen great results observing customer behaviours and creating triggers for engagement when customers demonstrate behaviour the brand knows benefits from engagement. Now Genesys Predictive Engagement makes it easier for you to know what will happen when you set up engagement rules. It gets you one step closer to predicting your customers\u2019 next actions.\r\n\r\nWith the new Audience Estimator capability, Genesys Predictive Engagement allows you to estimate the size of your audience that\u2019s likely to reach an outcome. This gives you much greater visibility and control. And it allows you to maximise the revenue your offer generates, nudge customers toward the outcome your business leaders want and connect agents to customers who are most likely to convert. And that improves overall agent efficiency.[\/vc_column_text][vc_single_image image=\"451388\"][vc_column_text]Genesys Predictive Engagement shows you the size of the audience it estimates will qualify for your action. No more guessing the size and impact of your campaign; you know from the start.[\/vc_column_text][vc_single_image image=\"451389\"][vc_single_image image=\"451390\"][vc_column_text]By adjusting your segments, you change the estimated reach numbers. Add or delete segments and triggers to get the audience size in line with business resources (human agent and bot capacity) as well as desired business outcomes.[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h2>Use Audience Estimator to Drive Sales<\/h2>\r\nMany retailers want to predict changes to customer behaviour, such as shopping cart abandonment, before they happen. This allows them to intervene by engaging high-value prospects before they navigate away from the site.\r\n\r\nGenesys Predictive Engagement automatically captures events as customers shop online and then predicts the likelihood an event will be completed, as defined by an administrator. When that administrator adjusts the targets of a campaign up or down, Audience Estimator reflects the change and updates its prediction about how many people will be in the impacted audience.\r\n\r\nWhen planning to use <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/5-tips-for-building-bots-customers-love\" target=\"_blank\" rel=\"noopener\">human agents or bots<\/a> to engage groups of customers, all brands need to leverage resources carefully. Knowing in advance how many customers will be in a cohort recommended for action and engagement helps with campaign planning and targeting.\r\n\r\nAdding and deleting triggers and segments into Genesys Predictive Engagement will ensure the right group of customers are engaged with the right offer, at the right time. And that drives the right business outcomes.\r\n<h2>Find and Engage Customers Who Need Support<\/h2>\r\nEvery company deals with dissatisfied customers who could use a helping hand <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/improve-brand-loyalty-with-better-customer-service-experiences\" target=\"_blank\" rel=\"noopener\">finding their way back to being satisfied<\/a>. Leveraging Genesys Predictive Engagement and Audience Estimator also allows administrators to set up triggers for dissatisfied customers who will appreciate outreach from the company to support them as they try to solve a customer service issue.\r\n\r\nKnowing the size of customer groups is critical so managers can appropriately schedule agents to handle conversations with customers. By adjusting the triggers and segments, an administrator can set up the predictive engine to find exactly the right audience size to support the staff available.\r\n\r\nThis Genesys Predictive Engagement update is available today. If you\u2019re already a Genesys Cloud\u2122 customer, you can start building an audience and estimating outcomes now.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][icon_list icon_genesys=\"fak fa-gen-feature\" icon_color=\"text-navy\" cta_style=\"text\" background_color=\"bgc-teal\" css=\".vc_custom_1665011939344{padding-top: 20px !important;padding-bottom: 20px !important;padding-left: 20px !important;}\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fresources%2Fget-to-know-genesys-cloud-cx%3Fost_tool%3Dblog%26ost_campaign%3Dapac_blog_ft-2022|title:Get%20a%20product%20demo\"]Learn more about the benefits of <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/migration-kit-make-your-move-to-the-cloud-now?ost_tool=blog&amp;ost_campaign=apac_blog_ft-2022\" rel=\"noopener\" data-acsb-tooltip=\"New Window\" data-acsb-clickable=\"true\" data-acsb-navigable=\"true\" data-acsb-now-navigable=\"true\">migrating to Genesys Cloud today<\/a>.[\/icon_list][\/vc_column][\/vc_row][\/vc_section]","post_title":"Genesys Predictive Engagement Is Your Next CX Superpower","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"genesys-predictive-engagement-is-your-next-cx-superpower","to_ping":"","pinged":"","post_modified":"2022-10-05 16:20:11","post_modified_gmt":"2022-10-05 23:20:11","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/genesys-predictive-engagement-is-your-next-cx-superpower","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":267034,"post_author":"21","post_date":"2020-05-01 12:16:52","post_date_gmt":"2020-05-01 19:16:52","post_content":"<p>[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\" el_class=\"no-shadow\"][vc_column][breadcrumbs data_pull=\"manual\" manual_links=\"%5B%7B%22link_label%22%3A%22Genesys%20Cloud%20CX%22%2C%22link_url%22%3A%22%2Fgenesys-cloud%22%7D%2C%7B%22link_label%22%3A%22Predictive%20Web%20Engagement%22%2C%22link_url%22%3A%22%2Fcapabilities%2Fpredictive-web-engagement%22%7D%5D\"][\/vc_column][vc_column width=\"5\/12\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]<\/p>\r\n<h1 style=\"text-align: left;\">Predictive engagement<\/h1>\r\n<p>Give your customers what they need at the exact moment they need it<\/p>\r\n<p>[\/vc_column_text][component_button primary_cta=\"url:%23demo|title:Get%20started|\" secondary_cta=\"url:%2Fen-sg%2Fcampaign%2Frequest-a-demo|title:Get%20a%20demo|\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][videolightbox gb_align=\"align-right\" gb_format=\"image_play\" gb_link=\"https:\/\/www.youtube.com\/embed\/4Qvv48VhiWA?si=3M5OnfE-yd9NtjrB\" gb_img=\"556912\" gb_video_duration=\"2:23\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]<\/p>\r\n<h2 class=\"h2\">Turn great service into real results<\/h2>\r\n<p>From first click to final purchase, use long-term insights from real-time customer behavior to identify preferences and predict needs before they become problems, making every interaction effortless for agents and customers alike.<\/p>\r\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Free agents to focus on high-value customers<\/h3>\r\n<p>Give agents a real-time view of every click and call so they can solve issues before they become tickets. [\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Lower service costs and delight more customers<\/h3>\r\n<p>Let automated bots or web chats handle routine questions instantly. When a call is needed, agents join with full context from the first second.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Capture conversion-ready customers in real time<\/h3>\r\n<p>Grow revenue by engaging ready-to-buy customers with the right offer at the right moment.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"bg-cover bg-150-md bg-center bg-norepeat\" css=\".vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}\"][vc_row r_gutter_size=\"gutter-small\" background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"py-3 px-1 px-lg-3 rounded mt-0\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]<\/p>\r\n<h2>AI that knows when \u2014 and how \u2014 to act<\/h2>\r\n<p>Artificial intelligence is built in throughout Genesys Cloud, reading every interaction in real time so you can meet every customer the moment they need you.[\/vc_column_text][\/vc_column][vc_column el_class=\"mt-2\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">See every interaction and spot friction instantly<\/h3>\r\n<p>Blend past and live data into a single customer profile and use personalised customer journey maps to show exactly where customers struggle and what to fix.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Predict and group customers by real-time intent<\/h3>\r\n<p>Artificial intelligence (AI) flags behavior patterns like purchase history, cart drop-offs and churn risk so you can act first and automatically pick the best channel to engage customers.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Score every customer\u2019s likely outcome and launch the right next step<\/h3>\r\n<p>Engage only when the payoff is the highest, then offer personalised outreach via chat, offer or message.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Engage on any channel from one platform<\/h3>\r\n<p>Use just one platform to orchestrate customer interactions across web, mobile, voice and more \u2014 leveraging native and third-party sources. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Measure what matters at a glance<\/h3>\r\n<p>Track how each segment and behavior affects your business goals, then fine-tune campaigns in minutes.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]<\/p>\r\n<h3 class=\"h5\">Forecast reach before you launch<\/h3>\r\n<p>See expected visitor volume and test segment changes to maximise impact.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\" css=\".vc_custom_1618854940659{padding-top: 0px !important;}\"][vc_column][chunker chunk_template=\"554105\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row css=\".vc_custom_1748892674585{padding-top: 0px !important;}\"][vc_column width=\"5\/12\"][vc_column_text ct_style=\"stat\" css=\"\" ct_stat_link=\"url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Fstate-of-cx\"]<\/p>\r\n<p class=\"h2\">43%<\/p>\r\n<p class=\"text-24\">of CX leaders surveyed say increasing customer understanding and personalisation is a strategic priority<\/p>\r\n<p>\u201cThe State of Customer Experience,\u201d Genesys, 2025[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\"][vc_column_text css=\"\"]<\/p>\r\n<h3>Drive customer loyalty with effortless experiences<\/h3>\r\n<p>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.<\/p>\r\n<p>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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]<\/p>\r\n<h2>Proactively lower effort, while boosting loyalty<\/h2>\r\n<p>Artificial intelligence spots behaviors, groups them into segments, and surfaces history so you can act at the right moment to raise satisfaction and retention.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text ct_style=\"list-block\" css=\"\"]<\/p>\r\n<h3 class=\"h5\">Listen everywhere, learn everything<\/h3>\r\n<p>Combine web, contact centre, CRM and backend data in real time to deliver truly personalised service.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]<\/p>\r\n<h3 class=\"h5\">Predict intent with precision<\/h3>\r\n<p>AI scores each customer\u2019s likelihood to buy, churn or abandon their shopping cart so you can segment and act in real time. [\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]<\/p>\r\n<h3 class=\"h5\">Act automatically \u2014 and personally<\/h3>\r\n<p>AI decides who, when and how to engage, triggering bots or agents that cut costs and lift sales. [\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]<\/p>\r\n<h3 class=\"h5\">Improve every interaction, endlessly<\/h3>\r\n<p>Self-learning AI models sharpen targeting with each engagement, so targeting consistently improves without needing to rely on data scientists.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row equal_height=\"yes\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h2>What customers are saying<\/h2>\r\n<p>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][\/vc_row][vc_row][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22506036%22%2C%22customer_story_quote%22%3A%22The%20system%20flags%20excessive%20web%20page%20dwell%20times%20so%20agents%20can%20launch%20a%20timely%20web%20chat%20offering%20support%20or%20a%20tailored%20offer.%20We%20can%20also%20set%20up%20alerts%20if%20shopping%20basket%20checkouts%20appear%20to%20stall%2C%20again%20enabling%20agents%20to%20reach%20out%20and%20get%20the%20sale%20back%20on%20track.%22%2C%22customer_story_speaker%22%3A%22Mateusz%20Jazdzewski%2C%20IT%20Consumer%20Experience%20Solutions%20Manager%20and%20Head%20of%20CX%20Product%2C%20Electrolux%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22539194%22%2C%22customer_story_quote%22%3A%22Genesys%20Cloud%20AI%20is%20very%20good%20at%20determining%20the%20best%20time%20to%20engage%20with%20the%20customer.%20As%20a%20result%2C%20we%E2%80%99ve%20seen%20a%2010%25%20increase%20in%20our%20chat%20acceptance%20rate%20with%20Predictive%20Engagement.%20And%20our%20conversion%20rate%20rose%20from%2020%25%20to%2034%25%20%E2%80%94%20a%2068%25%20improvement%20contributing%20towards%20a%2029%25%20increase%20in%20revenue%20per%20visit.%22%2C%22customer_story_speaker%22%3A%22Carolin%20Raezer%2C%20Head%20of%20Strategy%20and%20Innovation%2C%20IONOS%20%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%2C%7B%22customer_story%22%3A%22327488%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h2>See what else you can do with Genesys<\/h2>\r\n<p>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" button_color=\"btn-secondary\" primary_cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][\/vc_row][vc_row r_gutter_size=\"no-gutters\"][vc_column][capability_list theme=\"icon-bg\" primary_color=\"text-navy\" hover_color=\"text-orange\" background_color=\"bgc-lgray\" lobby_slug=\"digital\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h2>Engage customers at the right time and in the right way<\/h2>\r\n<p>[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][\/vc_row][vc_row r_gutter_size=\"gutter-small\" equal_height=\"yes\"][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"demo\" css=\".vc_custom_1748893903608{background-image: url(https:\/\/www.genesys.com\/media\/form_background.png?id=574784) !important;}\"][vc_row content_placement=\"middle\" el_class=\"form-card bgc-glass\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]<\/p>\r\n<h3>Put the \u201cperson\u201d in personalisation<\/h3>\r\n<p>Learn how your agents can use AI-driven insights to personalise real-time customer interactions. Engage using precisely timed automated live 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.[\/vc_column_text][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Book your demo today\" form_type=\"hot\" ar_status=\"Hot Lead\" remove_bg=\"yes\" cta_header=\"\" cid_id=\"7010d000001KeaxAAC\" target=\".thank-you\"][vc_column_text el_class=\"thank-you\"]<\/p>\r\n<h3>Thank you for your interest.<\/h3>\r\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=\"5\/12\"][vc_column_text css=\"\"]<\/p>\r\n<h2>Frequently asked questions about predictive web engagement<\/h2>\r\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What is an example of proactive outreach in a contact centre?\"]Proactive outreach happens when the contact centre reaches out to customers to alert them about possible issues. It also includes providing useful information without requiring the customer to initiate contact.<br \/>\r\n[\/faqitem][faqitem item_question=\"What is proactive messaging?\"]Proactive messaging involves anticipating customer needs and communicating with them before they reach out with enquiries 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\u2019s website traffic history, a FAQ search and more.[\/faqitem][faqitem item_question=\"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.[\/faqitem][faqitem item_question=\"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\u2019s about engaging customers, not just providing relevant information.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]<\/p>\r\n","post_title":"Predictive engagement","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"predictive-web-engagement","to_ping":"","pinged":"","post_modified":"2025-08-11 21:53:08","post_modified_gmt":"2025-08-12 04:53:08","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=267034","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"}],"toggle_exceed_chat":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/761"}],"version-history":[{"count":15,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869\/revisions"}],"predecessor-version":[{"id":540129,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/537869\/revisions\/540129"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/538198"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=537869"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=537869"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=537869"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=537869"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=537869"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=537869"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=537869"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=537869"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=537869"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=537869"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=537869"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}