Agents can proactively resolve customer issues with views into cross-channel interactions, customer journeys, segments and predicted outcome scores.
Resolve issues with efficient, automated chatbots or web chats at the moment of need. When calls are necessary, empower agents with full context from the first step.
Increase revenue by engaging the right customers and offering the right information at precisely the right moment. Then trigger the action that improves sales conversion.
Enrich customer profiles with historical and real-time digital and voice interaction data. Give agents valuable insights that help them personalize conversations and increase first-contact resolution.
Support agents with full interaction context and third-party system customer data. Use customer experience maps to determine where customers are on their journeys and what they need.
Identify behavior patterns, including shopping cart abandonment and churn risk. Use insights and likely outcomes to automate engagement at the moment most likely to drive results.
Classify customer intent and priority. Determine the best channel to engage customers with an automated content offer, web message, bot or agent-assisted service.
Target customers and optimize engagements in real time. Align with business objectives by using potential outcomes instead of — or alongside — rules.
Use one platform to orchestrate omnichannel interactions. Leverage native and third-party sources, such as CRM and marketing systems like Adobe.
Trigger personalized campaigns for customers based on segments and most likely outcomes. Activate web chat, web messaging, content offers, bot flow or actions.
See how different customer segments and activities affect your business outcomes. Tweak customer strategies to improve campaign performance.
Visualize the number of estimated visitors you will reach. Optimize proactive engagement by projecting impacts of adjusting segments and outcomes.
43%
of CX leaders say using data and AI for customer understanding and personalization is a top strategic CX priority for the next one to two years
“The State of Customer Experience,” Fifth Edition, Genesys, 2025
Customers expect seamless experiences no matter what channel they use to contact your business, from email to Facebook and beyond. Research shows that when asked to repeat themselves, nearly half of customers consider it a high-effort interaction. This can increase the risks of disloyalty and churn.
Take the stress out of these experiences, and drive better engagement strategies and sales outcomes. Genesys software empowers agents and bots with real-time, historical, predictive and third-party customer data. With these holistic insights, agents and bots can provide seamless customer support that builds brand loyalty, reduces costs and drives purchases.
Context and timing are key to delivering more effortless and personalized customer experiences. Identify customer behaviors, classify common behaviors into segments and surface cross-channel interaction histories. Use these artificial intelligence (AI)-powered insights to show you deeply know the customer. You can predict intent, deliver precisely-timed actions, improve customer satisfaction and more.
The more you know about your customers, the better experiences you can provide. Get details on customer preferences from their website activity, previous contact center interactions, marketing systems, CRM solutions and backend systems. Capture your customers’ attributes and contextual journeys in real time.
With the right customer engagement solution, you can anticipate your customers’ next moves and goals. Use AI and predictive analytics to identify behavior patterns. Then, use those insights to understand the likelihood a customer will buy, churn or abandon their shopping cart. Assign intent, classify segments and predict outcome scores in real time.
Lower the cost to serve, enhance customer experiences and increase sales opportunities. Use AI-driven insights to identify who to engage, when to engage and how to engage. Enable administrators to automatically trigger precisely timed actions that optimize business outcomes and customer experiences. Automatically connect using bots, agent messaging or live agents.
Make smarter decisions as you gather more behavioral data and AI models self-improve — without needing to rely on data scientists. Instead, use AI to micro-target customers and optimize every engagement, no matter the channel. And drive better business outcomes as a result.
Proactive outreach is when the contact center engages customers to inform them about potential issues. Proactive outreach is also when a contact center reaches out to provide helpful information without the customer having to make the initial contact.
If a bank detects suspicious activity, they may proactively notify the customer to verify the transactions. Similarly, a cable company might reach out to inform customers about upcoming service maintenance to minimize inconvenience. Proactive customer engagement demonstrates a commitment to customer satisfaction, reduces reactive problem-solving, and improves customer loyalty and retention.
プロアクティブなメッセージングとは、問い合わせや問題が発生する前に顧客とコミュニケーションをとることです。一般的にはデジタルチャネルを使用します。通知、アラートやアウトリーチが含まれ、顧客に情報を提供するだけでなく、サポートやエンゲージメントなどにより、優れた体験を提供し、能動的に問題に対応することです。このアプローチでは、顧客の Web サイトのトラフィック履歴や FAQ 検索などの変数に基づいてニーズを予測し、顧客とのプロアクティブなインタラクションを促進します。
プロアクティブエンゲージメントは、問題が深刻化する前に予測し、対応することであり、コンタクトセンターにとって必須と言えます。コミュニケーションの向上、誤解の防止、強固な関係構築につながります。率先して対応することで、個人や企業の規模を問わず、時間とリソースを有効活用し、高い評価を保つことができます。顧客がプロセスを断念したり、解約したりするような重要な場面で顧客を支援することで、コンバージョンを高めることもできます。
プロアクティブなメッセージングには、通知よりも幅広いコミュニケーション施策と言えます。通知は、特定のイベントや最新情報を受信者に知らせるものです。プロアクティブなメッセージングは顧客のニーズを予測し、事前に対応するものであり、アウトリーチのように問題が発生する前にサポートを提供したり、フィードバックを収集する用途に使用されます。単なる情報提供ではなく、顧客エンゲージメントの重要施策の一つと言えます。
