P R O D UCT DATAS H EET
Genesys Web Engagement
BENEFITS
• Enhance customer experience
and customer satisfaction
• Reduce site abandonment
• Increase online conversions
• Increase average order value
• Prioritize interactions that are
valuable to your organization
• Increase first contact resolution
and reduce Average Handle Time
• Maximize productivity of your
contact center resources
Create a proactive experience to improve customer service and
increase sales conversion
Genesys Web Engagement allows business managers to make the best decisions on
when to provide a proactive assistance to a customer. By combining customer contextual
and behavioral information with a clear real-time view of the resources available in the
contact center, Genesys Web Engagement ensures that proactive assistance is offered at
the right time, on the right channel and with the right representative.
Reducing Customer Effort
Genesys Web Engagement ensures that agent interactions are offered only when an
agent is available and allows customers to choose their preferred communications
channel. The solution then matches customers to the best skilled resource to reduce first
contact resolution and average handling time while improving overall customer
experience.
Increasing Sales Conversions
Connecting the customer with the right resource, at the right time, makes interactions
significantly more efficient and can make the difference in closing a sale. Waiting for
unavailable resources can have a negative impact on the customer satisfaction. The
Genesys Web Engagement ensures that every offer of assistance is backed by an agent
available within the time required to ensure best customer engagement conditions and
reduce potential shopping cart abandonment.
Improving Customer Experience
Genesys makes key customer information readily available to agents in an easy-to-
understand format. Agents have access to information on a customer’s recent
interactions across all channels, a view of the current webpage, the latest web navigation
and the content of shopping carts. This ensures that agents can serve customers in the
most efficient manner possible, with the most personalized experience.
Driving New Revenues
Genesys tracks all interactions including partially completed interactions and can leverage
this critical information to trigger follow-up actions. For example, a partially completed
web form can be noted and a follow-on contact can be scheduled as part of an ongoing
marketing program. A business rule can be defined to route all callers who have partially
completed mortgage applications to a specialist who can help complete the forms,
submit the application and drive new revenue.
Genesys Web Engagement offers the ultimate solution to track customer actions across
channels and deliver the ultimate customer service experience by enabling the right
customer engagement decisions at the right time.
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Genesys Web Engagement / page 2

KEY FEATURES

Monitor
• Out-of-the box business events
for capturing searches and time
out
• Out-of-the box rule templates
and business rules interface for
defining engagement rules

Qualify
• Actionable behavior patterns
for customer interest, campaign
success, or agent intervention
and offers of support
• Intelligent pacing of Web
Engagement Invitations

Capabilities
Web Monitoring
Follow customers in real time as they
navigate your website to gain insight into
more than simple page visits. Visualize
data entry fields and analyze navigation
paths to get a complete picture of what
customers are doing on your website
Customer Context Management
Decide when to engage a customer based
on a full contextual interaction history
across all channels.
Business Rules Management
The intuitive Genesys Rules System
allows you to take direct control of the
engagement rules, enabling them to
dynamically adjust to everything from
new advertising campaigns to variations in
agent staffing levels.
Multi-Channel Support
Genesys Web Engagement delivers the
ability to proactively engage in just about
any manner needed to deliver Business
Results and enhance Customer
Experience: via Chat, Web Callback,
WebRTC, Click to Email, Click to SMS,
Click for FAQ, etc.
Customer Satisfaction Survey
Surveys following interactions or
pre-interaction surveys give customers
the opportunity to provide specific
feedback and help optimize your sales
and service strategies.
Unified Desktop (Genesys
Workspace)
Agents get the information they need to
personalize the interaction. This includes
the customer record with multi-channel
contact history, and a standard response
library. This leads to higher agent
performance and an effortless customer
experience.
High availability
Genesys Web Engagement offers high
availability capabilities with seamless
failover in case a problem arises, providing
secure business continuity for your
mission-critical operations.
Engage
• Check that the visitor is still
present, then pop up a widget in
the browser
• Live monitoring of customer
during engagement
• Unified customer record including
integrated view of Web History
About Genesys
Genesys is the market leader in
multi-channel customer experience
(CX) and contact center solutions
in the cloud and on-premises. We
help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels and interactions to turn
customers into brand advocates.
Genesys is trusted by over 4,500
customers in 80 countries to
orchestrate more than 100 million
digital and voice interactions each day.
Visit us at www.genesys.com
or call us at +1.888.436.3797

Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com

Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.