Infotech Lead America: Genesys, a provider of contact center solutions, has launched Genesys Proactive Engagement that increases web sales and first contact resolution for customer service.
Genesys Proactive Engagement enables companies to combine real-time behavioral analytics with historical customer interaction and transaction data to determine the right time to engage web visitors.
Forrester Research says abandoned web shopping carts will represent an estimated $115 billion in lost revenue for US companies this year alone.
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.
Paul Segre, president and CEO, Genesys, said: “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.”