Genesys PureEngage Enterprise Omnichannel Customer Engage Platform
Omnichannel Customer Engagement
Genesys PureEngage has best-in-class capabilities delivered with simplicity to maximize first contact resolution, meet customer SLAs, improve website sales conversions, optimize cross-sell revenue from existing customers and improve customer loyalty. It also improves employee satisfaction and results, and reduces the cost of operations through efficiency gains. All of this is delivered over your customers’ channels of choice, with low customer effort.
Genesys PureEngage is designed for large organizations that require highly scalable and customized call center solutions. With the Genesys Customer Experience Platform, you will power optimal customer experiences that deliver consistent, seamless and personalized journey-appropriate experiences across all touchpoints, channels, and interactions. By journey-appropriate we mean that the experience delivered, whether via self-service or human-assisted, matches the expectations of your customers, aligning with the stage and type of their present journey. This approach will drive your NPS and Customer Effort scores in the right direction.
Hear From Genesys
“We are very proud of IST – in less than three years they have stepped up and achieved such great results. Delivering innovation in a very competitive and challenging market is not easy. Over the last couple of years, IST has done a great job delivering customer success to major Genesys clients in the region and helping accelerate our new strategic solutions to the market. Now with their latest cloud offering powered by Genesys, there are new opportunities to deliver unique value on digital customer experience in the region”.
Managing Director, Middle East – Genesys
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Engage across the entire customer journey
Every step of the customer journey is an opportunity to build brand loyalty and create better business outcomes. The PureEngage platform enables you to maximize these opportunities with true omnichannel engagement across the entire customer journey.
- Orchestrate inbound and outbound engagement across all touchpoints, channels and resources
- Seamlessly integrate voice and digital channels, including video, email, chat, social, mobile, web, SMS, and asynchronous messaging.
- Gain visibility into all skilled resources in real time and match every interaction to the best resource with predictive matching.
- Leverage artificial intelligent (AI) to automate dialogs in self-service and choose the best agent with predictive routing in assisted service.
Plan for the future with predictive analytics
The usefulness of customer data doesn’t stop when an issue is resolved. When predictive analytics is integrated with your contact center platform, you can leverage historical data and business intelligence to recognize trends and plan for future scenarios. Analytics enables you to:
Anticipate future issues and contact requests
Train your agents so they’re ready to resolve any problem they might encounter
Plan for fluctuations in contact requests and plan your staffing accordingly
Why Genesys Messaging for Apple Business Chat Beta
1) Leverage a single omnichannel customer experience platform with persistent context.
2) Provide integrated agent assistance and a rich agent experience with full awareness and context using patented Blended AI by Genesys, including Customer Service AI known as Kate.
3) Support key Apple Business Chat Beta features including:
Multiple entry points
Use of existing iOS features
Payments through Apple Pay
Pre-populated answer options
Rich images and videos
Simple scheduling options with built-in lists