Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Give online customers in-the-moment support 24/7. Use web chat to answer questions and provide product information at the right moment.
Seamlessly transition from a self-service chatbot to a live agent while retaining full context and visibility for streamlined customer experiences.
Keep customer service agents focused with a unified desktop. Enable them to share URLs, documents or even escalate to a phone call with just one click.
Chat with website visitors at the right moment based on contextual business rules. Factor in things like visitor activity, customer profiles and agent availability. Give customers the easy, omnichannel support they crave.
Engage customers 24/7 with persistent messaging conversations. Let them reconnect whenever they want without repeating themselves, resuming an ongoing conversation with your brand.
Automate routine or simple tasks with native or third-party bots to relieve agent stress. Get customers answers faster — or route them to an agent — with easy-to-customize automated conversation flows.
Activating web messaging is easy. Configure and deploy the new messenger in minutes. Make future updates without relying on your IT department.
Use images for better context and quick replies for faster resolutions. In-app previews, file validation, emojis and animated gifs create smoother customer and agent experiences.
Provide contextual and unified experiences across all messaging channels. Meet your customers where they are, including web messaging and other digital channels like WhatsApp, SMS, Apple Messages for Business and Facebook Messenger.
People come to your website with a goal in mind, but sometimes they need help finishing the task. Studies show that web chat has the highest satisfaction level compared to other channels. And web messaging increases the odds of turning prospects into loyal customers.
Employees see value — and embrace it, too. They can easily deploy and customize the messenger on any website with limited IT involvement. And you’ll see improved efficiency and optimized staffing as agents handle multiple asynchronous conversations that become better distributed over time.
greater agent productivity with asynchronous web messaging versus traditional live chat functionality alone
The Case for Asynchronous Messaging Report, Forrester, 2020
2022 Gartner® Magic Quadrant™ for Contact Center as a Service
Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases
Customers expect in-the-moment answers to their questions and solutions to their problems. Use chatbots to proactively reach out at critical moments and help them get what they want. Or, allow customers to start or continue a conversation at any time — even when live agents aren’t online.
Offering more channels means managing more complexity. Choose a solution in which web messaging is part of an all-in-one, omnichannel application and open platform. That means there’s one agent desktop and one agent schedule across all channels. There’s a single source for data and reporting — and one administration for customization, business flow logic and third-party integrations.
Trigger conversations in a chat window at the right moment based on business rules, such as customer behavior, agent availability, and customer profile or segmentation. With Genesys, agents see your website visitors’ profiles and conversation history, all in a single view with no need to open different tabs.
Giving customers the ability to pause and resume conversations makes interacting with your brand more convenient. Create happier, more satisfied customers by making those conversations persistent, no matter what device or channel they use. Deliver informed, in-the-moment customer support no matter the hour.
Handle sensitive information via live chat without hesitation. Genesys uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure and support conversations. Personally identifiable information can be detected and masked in real time so transcripts don’t contain sensitive information.
Within a three-week window time, we were able to move away from the old form and move into Web Messaging. It’s very early days, but the results are already showing in the calls that are coming through. We dropped 4% in rebooking queries into the customer center after one week.
— Ceri Davies - Manager, Customer Centre, Virgin Atlantic Airways Ltd
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
