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GO BEYOND LIVE CHAT WITH WEB MESSAGING

Get started


Request a demo
Try for free
Tour the product
Request a quote

Request a demo

Try for free

Tour the product

Request a quote


ENGAGE AND CONVERT PROSPECTS WITH WEB MESSAGING


SAY GOODBYE TO LOST CONVERSATIONS

Give online customers in-the-moment support 24/7. Use web chat to answer
questions and provide product information at the right moment.


HEAR CUSTOMER CONCERNS THE FIRST TIME

Seamlessly transition from a self-service chatbot to a live agent while
retaining full context and visibility for streamlined customer experiences.


GIVE YOUR AGENTS ONE TOOL TO DO IT ALL

Keep customer service agents focused with a unified desktop. Enable them to
share URLs, documents or even escalate to a phone call with just one click.




MAKE YOUR AGENTS YOUR CUSTOMERS’ HEROES




PROACTIVE MESSAGING

Chat with website visitors at the right moment based on contextual business
rules. Factor in things like visitor activity, customer profiles and agent
availability. Give customers the easy, omnichannel support they crave.


ASYNCHRONOUS CONVERSATIONS

Engage customers 24/7 with persistent messaging conversations. Let them
reconnect whenever they want without repeating themselves, resuming an ongoing
conversation with your brand.


AI-POWERED BOTS

Automate routine or simple tasks with native or third-party bots to relieve
agent stress. Get customers answers faster — or route them to an agent — with
easy-to-customize automated conversation flows.


EASY SETUP AND CUSTOMIZATION

Activating web messaging is easy. Configure and deploy the new messenger in
minutes. Make future updates without relying on your IT department.


RICH MESSAGING EXPERIENCE

Use images for better context and quick replies for faster resolutions. In-app
previews, file validation, emojis and animated gifs create smoother customer and
agent experiences.


OMNICHANNEL AGENT INTERFACE

Provide contextual and unified experiences across all messaging channels. Meet
your customers where they are, including web messaging and other digital
channels like WhatsApp, SMS, Apple Messages for Business and Facebook Messenger.




CHAT MAKES FOR HAPPIER CUSTOMERS AND EMPLOYEES

People come to your website with a goal in mind, but sometimes they need help
finishing the task. Studies show that web chat has the highest satisfaction
level compared to other channels. And web messaging increases the odds of
turning prospects into loyal customers.

Employees see value — and embrace it, too. They can easily deploy and customize
the messenger on any website with limited IT involvement. And you’ll see
improved efficiency and optimized staffing as agents handle multiple
asynchronous conversations that become better distributed over time.


15–30%

greater agent productivity with asynchronous web messaging versus traditional
live chat functionality alone

The Case for Asynchronous Messaging Report, Forrester, 2020



2022 Gartner® Magic Quadrant™ for Contact Center as a Service


A CCAAS SOLUTION HAS
LONG-TERM IMPLICATIONS.
CHOOSE A CONSISTENT LEADER.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1
in 3 out of 5 Critical Capabilities Use Cases

Get the Gartner report





CONNECT WITH CUSTOMERS ON A CHANNEL THEY LOVE — DAY OR NIGHT

Customers expect in-the-moment answers to their questions and solutions to their
problems. Use chatbots to proactively reach out at critical moments and help
them get what they want. Or, allow customers to start or continue a conversation
at any time — even when live agents aren’t online.


MAKE MESSAGING PART OF THE LARGER CONVERSATION

Offering more channels means managing more complexity. Choose a solution in
which web messaging is part of an all-in-one, omnichannel application and open
platform. That means there’s one agent desktop and one agent schedule across all
channels. There’s a single source for data and reporting — and one
administration for customization, business flow logic and third-party
integrations.


ENGAGE CUSTOMERS WITH CONFIDENCE

Trigger conversations in a chat window at the right moment based on business
rules, such as customer behavior, agent availability, and customer profile or
segmentation. With Genesys, agents see your website visitors’ profiles and
conversation history, all in a single view with no need to open different tabs.


PAUSE AND PICK UP CONVERSATIONS

Giving customers the ability to pause and resume conversations makes interacting
with your brand more convenient. Create happier, more satisfied customers by
making those conversations persistent, no matter what device or channel they
use. Deliver informed, in-the-moment customer support no matter the hour.


SECURE BUSINESS AND CUSTOMER DATA OVER CHAT

Handle sensitive information via live chat without hesitation. Genesys uses
Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to
secure and support conversations. Personally identifiable information can be
detected and masked in real time so transcripts don’t contain sensitive
information.




SEE WHAT OUR CUSTOMERS HAVE TO SAY

> Within a three-week window time, we were able to move away from the old form
> and move into Web Messaging. It’s very early days, but the results are already
> showing in the calls that are coming through. We dropped 4% in rebooking
> queries into the customer center after one week.

— Ceri Davies - Manager, Customer Centre, Virgin Atlantic Airways Ltd

> Web messaging is 25% more efficient compared to call handling, meaning we can
> serve more customers without increasing headcount. And since introducing video
> calls we’ve seen a noticeable uplift in new mortgage sales

— Thom Kokhuis - Head of Conversational Banking, Rabobank

Read their story



GET ASYNCHRONOUS MESSAGING FEATURES IN A SOLUTION THAT WORKS FOR YOU


GENESYS CLOUD CX

CUSTOMIZE AND DEPLOY AS NEEDED

With the Genesys Cloud CX™ platform, you’ll gain the power of live chat and
asynchronous messaging. Deploy features and modify chat functionality as
business requirements change. Leverage artificial intelligence (AI) chatbots and
image attachments, and easily launch the new Genesys Messenger on your websites.

Learn more



SEE WHAT ELSE YOU CAN DO WITH GENESYS

Chatbots

Co-browse and screen share

Digital customer engagement

Email

Knowledge management tools

Predictive engagement

SMS messaging

Social media

Virtual assistants

Explore all capabilities



TAKE YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL WITH WEB MESSAGING


PRACTICAL GUIDE TO WEB MESSAGING

Learn more


THE STATE OF CUSTOMER EXPERIENCE

Learn more


LOOK FOR A PARTNER WHEN CHOOSING A VENDOR

Learn more


A PRACTICAL GUIDE TO MASTERING BOTS

Learn more


OUR SOFTWARE MAKES IT EASY TO STRIKE UP A CONVERSATION

Request a free demo today. You’ll see how our cloud contact center software
makes it easy to digitally enable your brand with web messaging. Take the first
step toward personalizing your online experience with live chat and asynchronous
messaging on a channel your customers prefer.

Welcome back  

Not You?

Oops! We have your personal email.

LevelC-LevelVPDirectorManagerPrincipalEngineer /
ArchitectConsultantAnalystPartnerStaffUnknownFunctionClaimsCollectionsContact
Center ManagementCustomer ExperienceCustomer ServiceEcommerce/Digital
ChannelsFinanceHuman ResourcesInfluencerInformation TechnologyIT ArchitectureIT
InfrastructureIVRMarketingOperations / Process ManagementProduction
ManagementPurchasingSalesUnknownState/ProvinceIndustryBankingBusiness
ServicesCapital MarketsCommunicationsConsumer ProductsDefense &
IntelligenceEducation & Non-ProfitEnergy &
UtilitiesEntertainmentGovernmentInsuranceLife
SciencesLogisticsManufacturingPayorsProvidersRetailersTechnologyTravel &
HospitalityRetail BankingOtherLevel of InterestJust researchingGathering
business requirementsComparing solutionsReady for a conversationNumber of Agent
Seats1-2021-5051-100101-300301-500501-1000>1000No Contact CenterDon't Know
Yes. Keep me informed via email or telephone regarding Genesys information.
I would like someone to reach out to me

By providing your information, you agree to our privacy policy.


THANK YOU FOR YOUR INTEREST.

We’ll contact you directly to set up a date and time that works with your
schedule.


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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences
for organizations in more than 100 countries. Through the power of our cloud,
digital and AI technologies, organizations can realize Experience as a Service®,
our vision for empathetic customer experiences at scale. With Genesys,
organizations have the power to deliver proactive, predictive, and hyper
personalized experiences to deepen their customer connection across every
marketing, sales, and service moment on any channel, while also improving
employee productivity and engagement. By transforming back-office technology to
a modern revenue velocity engine Genesys enables true intimacy at scale to
foster customer trust and loyalty.

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Accessibility StatementCompliance status

We firmly believe that the internet should be available and accessible to anyone
and are committed to providing a website that is accessible to the broadest
possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web
Consortium’s (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA
level. These guidelines explain how to make web content accessible to people
with a wide array of disabilities. Complying with those guidelines helps us
ensure that the website is accessible to blind people, people with motor
impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as
accessible as possible at all times. We utilize an accessibility interface that
allows persons with specific disabilities to adjust the website’s UI (user
interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the
background and optimizes its accessibility level constantly. This application
remediates the website’s HTML, adapts its functionality and behavior for
screen-readers used by blind users, and for keyboard functions used by
individuals with motor impairments.

If you wish to contact the website’s owner please use the website's form

Screen-reader and keyboard navigation

Our website implements the ARIA attributes (Accessible Rich Internet
Applications) technique, alongside various behavioral changes, to ensure blind
users visiting with screen-readers can read, comprehend, and enjoy the website’s
functions. As soon as a user with a screen-reader enters your site, they
immediately receive a prompt to enter the Screen-Reader Profile so they can
browse and operate your site effectively. Here’s how our website covers some of
the most important screen-reader requirements:

 1. Screen-reader optimization: we run a process that learns the website’s
    components from top to bottom, to ensure ongoing compliance even when
    updating the website. In this process, we provide screen-readers with
    meaningful data using the ARIA set of attributes. For example, we provide
    accurate form labels; descriptions for actionable icons (social media icons,
    search icons, cart icons, etc.); validation guidance for form inputs;
    element roles such as buttons, menus, modal dialogues (popups), and others. 
    
    Additionally, the background process scans all of the website’s images. It
    provides an accurate and meaningful image-object-recognition-based
    description as an ALT (alternate text) tag for images that are not
    described. It will also extract texts embedded within the image using an OCR
    (optical character recognition) technology. To turn on screen-reader
    adjustments at any time, users need only to press the Alt+1 keyboard
    combination. Screen-reader users also get automatic announcements to turn
    the Screen-reader mode on as soon as they enter the website.
    
    These adjustments are compatible with popular screen readers such as JAWS,
    NVDA, VoiceOver, and TalkBack.
    
    
 2. Keyboard navigation optimization: The background process also adjusts the
    website’s HTML and adds various behaviors using JavaScript code to make the
    website operable by the keyboard. This includes the ability to navigate the
    website using the Tab and Shift+Tab keys, operate dropdowns with the arrow
    keys, close them with Esc, trigger buttons and links using the Enter key,
    navigate between radio and checkbox elements using the arrow keys, and fill
    them in with the Spacebar or Enter key.
    
    Additionally, keyboard users will find content-skip menus available at any
    time by clicking Alt+2, or as the first element of the site while navigating
    with the keyboard. The background process also handles triggered popups by
    moving the keyboard focus towards them as soon as they appear, not allowing
    the focus to drift outside.
    
    Users can also use shortcuts such as “M” (menus), “H” (headings), “F”
    (forms), “B” (buttons), and “G” (graphics) to jump to specific elements.

Disability profiles supported on our website
 * Epilepsy Safe Profile: this profile enables people with epilepsy to safely
   use the website by eliminating the risk of seizures resulting from flashing
   or blinking animations and risky color combinations.
 * Vision Impaired Profile: this profile adjusts the website so that it is
   accessible to the majority of visual impairments such as Degrading Eyesight,
   Tunnel Vision, Cataract, Glaucoma, and others.
 * Cognitive Disability Profile: this profile provides various assistive
   features to help users with cognitive disabilities such as Autism, Dyslexia,
   CVA, and others, to focus on the essential elements more easily.
 * ADHD Friendly Profile: this profile significantly reduces distractions and
   noise to help people with ADHD, and Neurodevelopmental disorders browse,
   read, and focus on the essential elements more easily.
 * Blind Users Profile (Screen-readers): this profile adjusts the website to be
   compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A
   screen-reader is installed on the blind user’s computer, and this site is
   compatible with it.
 * Keyboard Navigation Profile (Motor-Impaired): this profile enables
   motor-impaired persons to operate the website using the keyboard Tab,
   Shift+Tab, and the Enter keys. Users can also use shortcuts such as “M”
   (menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics) to
   jump to specific elements.

Additional UI, design, and readability adjustments
 1. Font adjustments – users can increase and decrease its size, change its
    family (type), adjust the spacing, alignment, line height, and more.
 2. Color adjustments – users can select various color contrast profiles such as
    light, dark, inverted, and monochrome. Additionally, users can swap color
    schemes of titles, texts, and backgrounds with over seven different coloring
    options.
 3. Animations – epileptic users can stop all running animations with the click
    of a button. Animations controlled by the interface include videos, GIFs,
    and CSS flashing transitions.
 4. Content highlighting – users can choose to emphasize essential elements such
    as links and titles. They can also choose to highlight focused or hovered
    elements only.
 5. Audio muting – users with hearing devices may experience headaches or other
    issues due to automatic audio playing. This option lets users mute the
    entire website instantly.
 6. Cognitive disorders – we utilize a search engine linked to Wikipedia and
    Wiktionary, allowing people with cognitive disorders to decipher meanings of
    phrases, initials, slang, and others.
 7. Additional functions – we allow users to change cursor color and size, use a
    printing mode, enable a virtual keyboard, and many other functions.

Assistive technology and browser compatibility

We aim to support as many browsers and assistive technologies as possible, so
our users can choose the best fitting tools for them, with as few limitations as
possible. Therefore, we have worked very hard to be able to support all major
systems that comprise over 95% of the user market share, including Google
Chrome, Mozilla Firefox, Apple Safari, Opera and Microsoft Edge, JAWS, and NVDA
(screen readers), both for Windows and MAC users.

Notes, comments, and feedback

Despite our very best efforts to allow anybody to adjust the website to their
needs, there may still be pages or sections that are not fully accessible, are
in the process of becoming accessible, or are lacking an adequate technological
solution to make them accessible. Still, we are continually improving our
accessibility, adding, updating, improving its options and features, and
developing and adopting new technologies. All this is meant to reach the optimal
level of accessibility following technological advancements. If you wish to
contact the website’s owner, please use the website's form

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