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Digital customer engagement

Be in touch anywhere, anytime with an all-in-one suite of digital channels

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Let customers connect at the speed of a text

Don’t make your customers wait on hold to reach you. Give them the easy, frictionless communication channels they prefer. An all-in-one suite of digital capabilities — enhanced with bots and predictive artificial intelligence (AI) — lets your employees and customers engage in seamless conversations across chat, email, text and social media channels. Anywhere, anytime.

40%

of internet users worldwide prefer interacting with chatbots

Business Insider Intelligence, Chatbot Market in 2021

$142 Billion

estimated global consumer retail spend via chatbots by 2024

Business Insider Intelligence, Chatbot Market in 2021

80%

of CX organizations will use a single solution for messaging by 2025

Gartner Predicts 2021: CRM Customer Service and Support

Strike up conversations across digital channels

Email

Give email the attention it deserves with management tools incorporated into your contact center desktop.

Web messaging

Chat with your prospects and customers in real time to solve issues quickly — no phone call needed.

SMS messaging

Use familiar mobile channels to touch base with your customers without disrupting their day.

Social media

Build positive customer experiences by meeting customers on the popular platforms they already use.

Co-browse and screen share

See the problems your customers call about in real time. Show them how to resolve their issues.

Predictive engagement

Know who’s visiting your website and why. Then automatically direct them to the next best step.

Chatbots

Program a bot to answer common customer questions. Seamlessly switch to live agents to tackle more difficult chat queries.

AI

Power your contact center with Genesys AI to deliver intelligently crafted and personalized experiences at scale.

Knowledge

Make your knowledge useful and usable by automating delivery to customers and agents at the point of impact.

Take the self-guided product tour

See how Genesys Cloud CX™ helps deliver experiences from a single platform.

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Choose the digital-ready solution that works for you

Explore the full potential of digital CX

Frequently asked questions

What is proactive chat?

Proactive chat lets you target a website visitor, start a conversation at the right moment, and capture leads and conversions. It automatically issues an invitation based on predefined website visitor behavior, types of buyers, pages visited and more. You can create unlimited rule sets, and automatically test chat invitations against each other to fine-tune your strategy.

What is proactive AI?

Conversational AI chatbots can assist with customer acquisition, lead qualification and conversion. With proactive AI, you can deliver intelligent engagement across every step of the customer journey — in the languages your customers speak. And you can deliver it across chat, email, social media platforms, SMS and more. This level of support boosts brand loyalty and allows for more cost-effective support.