Genesys Proactive Engagement

Using Genesys Proactive Engagement, the companies can combine the analysis of a customer behavior on the website in real time with the history of interactions with it and it and transactions. It helps to define the most right moment for contact with the visitor of the website and the most convenient to it a communication method.

Pro-active support in due time promotes that the user makes purchases more often, but not just leaves not properly executed goods in a basket on the website. According to Forrester Research, the quantity of the goods left without design in baskets of visitors of websites only this year led to losses in 115 billion dollars for the American companies.

The analysis of a customer behavior and the history of interaction with it provides to the companies a necessary context for the most effective service that can become a key condition for adoption by the consumer of the decision on purchase at the first contact.

Genesys Proactive Engagement is based on the application which processes business rules and allows the companies to arrange easily them under the changing behavior of the buyer and need of customer service. Thanks to these rules a system determines the exact moment of the invitation of the client to interaction by the channel which is mentioned as the most suitable in the current situation. Then a system connects the visitor of the website to the most suitable free operator who already has a necessary context for providing support at the highest level. The personalized interaction which increases quality of customer service and performance indicators is as a result provided.

Key advantages of Genesys Proactive Engagement:

• effective solution integration with the Genesys Customer Engagement Platform platform;
• possibility of connection of each visitor of the website with the most suitable specialist in sales or support at that very moment, when necessary;
• providing to operators unique customer information and crucial information on visitors of the website and their behavior;
• providing to clients an opportunity to select the channel of interaction: chat, telephone communication, SMS, e-mail and others.