Solution proactively engages web visitors to increase sales conversions and
improve customer service
BOCA RATON, Fla. – Genesys, a leading provider of customer service and
contact center solutions, today at G-Force Boca Raton announced the launch
of Genesys Proactive Engagement, a powerful new offering that increases web
sales and first contact resolution for customer service.
“Genesys Proactive Engagement provides engagement through any channel
including voice, SMS, email, Web RTC and web forms, while leveraging
contextual behavior from the web and interaction history across all
channels. This powerful combination delivers a new level of customer
engagement not possible until now.”
With Genesys Proactive Engagement, companies can now combine real-time
behavioral analytics with historical customer interaction and transaction
data to determine the right time to engage web visitors, over the right
channel, with the right person. Proactive assistance at the right time is
often the difference between a sale and an abandoned shopping cart.
According to Forrester Research, abandoned web shopping carts will represent
an estimated $115 billion in lost revenue for US companies this year alone.
In the customer support scenario, behavioral analytics and customer history
gives companies the necessary context to most efficiently serve the
customer, a critical step in providing first contact resolution. Consumers
continue to cite repeating information as one of the leading sources of
frustration when dealing with contact centers. This is due to the lack of
visibility into customer behavior as customers move between interaction
channels.
Genesys Proactive Engagement is powered by a business rules engine, which
enables companies to easily adapt business rules to changing buyer behavior
and customer support needs. These rules identify the precise moment to
invite the visitor to engage over a channel determined to be most
appropriate for that visitor and situation. It then connects the visitor to
the most appropriate agent available at that time, who is informed with
customer context to provide the best possible help. The result is a more
personalized interaction, which improves the customer experience and
increases conversion rates.
Key Facts:
. Genesys Proactive Engagement effectively integrates the web channel into
its industry leading Customer Engagement Platform.
. Genesys routing capabilities match each individual website visitor to the
best possible sales or support person or next best action over the best
channel at the precise time when it matters.
. Unique customer insights are presented to the agent in a powerful desktop
application that provides critical information about visitors and their
behavior to improve customer experience and conversion rates.
. Customers are invited to communicate on the channel of their choice: chat,
voice, SMS, email and others.
. Insights from behavioral analytics inform future interactions across all
channels to improve the customer experience.
Supporting Quotes:
“Today’s web engagement solutions fall short on multiple levels. They are
typically limited to chat and callback, and analytics are limited solely to
the web,” said Paul Segre, President and CEO, Genesys. “Genesys Proactive
Engagement provides engagement through any channel including voice, SMS,
email, Web RTC and web forms, while leveraging contextual behavior from the
web and interaction history across all channels. This powerful combination
delivers a new level of customer engagement not possible until now.”
About Genesys:
Genesys is a leading provider of customer service and contact center
solutions. With more than 2,200 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day across
the contact center and back office, helping companies deliver fast and
optimal levels of customer service with a highly personalized cross-channel
customer experience. Genesys also prioritizes the flow of work to back
office personnel resulting from any customer interaction, internal workflow
or business application, optimizing the performance and satisfaction of
customer-facing employees across the enterprise.
