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Genesys Launches Its Proactive Engagement Solution
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Genesys Launches Its Proactive Engagement Solution

May 16, 2013

  By Monica Gleberman, Contributing Writer

Genesys (News - Alert) has launched its Genesys Proactive Engagement solution designed to increase Web sales and give customers a first contact resolution center for all of their troubleshooting needs. Genesys has been a leading provider of customer service and contact center solutions for over 20 years.

Genesys is a real-time collaboration service that takes advantage of multimedia and conferencing tools to offer a unified collaboration solution. The software-as-a-service company has offices across North America, Europe and Asia.

The latest product, Proactive Engagement, will be added to Genesys’ already growing product portfolio that includes: the Genesys Meeting Center, a collaboration service combining PSTN, VoIP, and streaming media voice assess with video and Web conferencing; Genesys Event Service, an all-inclusive integrated multimedia conferencing offering, combining Web, audio, and presentation solutions; and Genesys Video Services, designed to manage all aspects of video conferencing.

Now, with Genesys Proactive Engagement, companies can analyze real-time behavior of its customers including agent interaction, Web visitors, increase Web sales and more.

“Today’s Web engagement solutions fall short on multiple levels. They are typically limited to chat and callback, and analytics are limited solely to the Web,” said Paul Segre (News - Alert), 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 behavior from the web and interaction history across all channels. This powerful combination delivers a new level of customer engagement not possible until now,” said Segre.

Additionally, the new service will integrate web channel into industry leading Customer Engagement Platform, match each individual website visitor to the best possible sales or support person, offer unique customer insights, analyze behavior, and communicate with customers on a variety of platforms.

More information about the platform is available through Genesys’ website.

Edited by Rich Steeves
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