Genesys, a leading provider of customer service and contact centre solutions, has announced the launch of Genesys Proactive Engagement, a powerful new offering that increases Web sales and first contact resolution for customer service.
With Genesys Proactive Engagement, companies can now combine real-time behavioural 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, behavioural 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 centres.
This is due to the lack of visibility into customer behaviour 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 behaviour 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 personalised interaction, which improves the customer experience and increases conversion rates.
Key facts include:
* 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 behaviour to improve customer experience and conversion rates.
* Customers are invited to communicate on the channel of their choice: chat, voice, SMS, e-mail and others.
* Insights from behavioural analytics inform future interactions across all channels to improve the customer experience.
“Today’s Web engagement solutions fall short on multiple levels. They are typically limited to chat and call-back, and analytics are limited solely to the Web,” says Paul Segre, president and CEO, Genesys.
“Genesys Proactive Engagement provides engagement through any channel including voice, SMS, e-mail, Web RTC and Web forms, while leveraging contextual behaviour from the web and interaction history across all channels. This powerful combination delivers a new level of customer engagement not possible until now.”
