Genesys, a provider of customer service and contact center solutions, today launched Genesys Proactive Engagement, which allows companies to 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.
Genesys Proactive Engagement, which integrates the Web channel into Genesys' Customer Engagement Platform, is powered by a business rules engine that allows companies to adapt to changing buyer behavior and customer support needs. These rules identify the precise moment to invite the visitor to engage over the channel that is most appropriate for that visitor and situation. Customers are invited to communicate via chat, voice, SMS, email, and other channels.
The solution then connects the visitor to the most appropriate agent available at that time, who is informed with customer context. These unique customer insights are presented to the agent in a desktop application that provides critical information about visitors and their behavior. Insights from this behavioral analytics inform future interactions across all channels.
"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, in a statement. "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."