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Submitted URL: http://www.altocloud.com/
Effective URL: https://www.genesys.com/capabilities/predictive-web-engagement
Submission: On November 22 via api from US — Scanned from DE

Form analysis 2 forms found in the DOM

Name: MasterLeadIntakeForm — POST https://tkelq.genesys.com/e/f2

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PERSONALIZE EXPERIENCES WITH AI-DRIVEN PREDICTIVE ENGAGEMENT

Get started


Request a demo
Try for free
Design your solution
Request a quote

Request a demo

Try for free

Design your solution

Request a quote


SERVE YOUR CUSTOMERS WHILE DRIVING BUSINESS OUTCOMES


BOOST YOUR AGENTS’ EFFICIENCY

By seeing cross-channel interactions, customer journeys, segments and predicted
outcome scores, agents can proactively resolve issues.


CUT YOUR CONTACT CENTER COSTS

Resolve issues with efficient, automated bots or web chats offered at the moment
of need. When calls are necessary, empower agents with full context.


NEVER MISS AN ONLINE CONVERSION OPPORTUNITY

Increase revenue by prioritizing who to engage and what to offer precisely when
it matters. Then trigger the action that improves sales conversion.




USE AI-DRIVEN INSIGHTS TO PERSONALIZE AND AUTOMATE ENGAGEMENT


DIGITAL INSIGHTS FOR VOICE ENGAGEMENT

Enrich customer profiles with historical and real-time digital and voice
interaction data. Give agents insights that help them personalize conversations
and increase FCR.


JOURNEY VISUALIZATION

Give agents full interaction context and third-party system customer data. Use
customer experience maps to determine where customers are in their journeys and
what they need.


MACHINE LEARNING AND AI

Identify behavior patterns, including shopping cart abandonment and churn risk.
Use insights and outcome probabilities to automate engagement at the moment most
likely to drive results.


DYNAMIC BEHAVIORAL SEGMENTATION

Classify customer intent and priority. Determine the best channel to engage
customers with an automated content offer, web message, bot or agent-assisted
service.


REAL-TIME OUTCOME SCORING

Target customers and optimize engagements in real time. Align with business
objectives by using outcome probabilities instead of — or alongside — rules.


OMNICHANNEL ORCHESTRATION

Use one platform to orchestrate omnichannel interactions. Leverage native and
third-party sources, such as CRM and marketing systems like Adobe.


ACTION MAPS

Trigger personalized campaigns based on segments and outcome probabilities.
Activate web chat, web messaging, content offer, bot flow or actions.


ANALYTICS AND REPORTING

See the impact of segments and activities on your business outcomes. Tweak
customer strategies to improve campaign performance.


AGENT PACING ALGORITHM

Balance customer needs with agent utilization. Leverage scenario modeling and
automation to optimize the number of proactive invitations per agent.




DRIVE CUSTOMER LOYALTY WITH EFFORTLESS EXPERIENCES

Experiences shouldn’t be stressful. But when asked to repeat themselves, nearly
half of customers consider that a high-effort interaction. This can increase the
risks of disloyalty and churn significantly. We take the stress out of these
experiences, driving better customer service and sales outcomes.

Genesys software empowers agents and bots with real-time, historical, predictive
and third-party customer data. Using these holistic insights, agents and bots
can provide seamless customer experiences that enhance loyalty to your brand,
reduce costs and drive future purchases.


94%

of customers with low-effort interactions intend to repurchase versus 4% with
high effort

Customer Service Essentials: Measuring Customer Effort, Gartner Webinar 2020






REDUCE CUSTOMER EFFORT WITH PROACTIVE, EMPATHETIC EXPERIENCES

Context and timing are key to delivering more effortless and personalized
customer experiences. Classify customer behavior into segments and surface
cross-channel interaction histories. Use these artificial intelligence
(AI)-driven insights to customize engagements at the moment of truth via agent
messaging, automated bot or content offer.


LISTEN TO YOUR CUSTOMERS

The more you know about your customers, the better experiences you can provide.
Get customer details from their website activity, previous contact center
interactions, marketing systems, CRM and backend systems. Capture your
customers’ attributes and contextual journeys in real time.


UNDERSTAND AND PREDICT INTENT

Anticipating your customers’ next move is the key to aligning your customer and
business goals. Use AI and predictive analytics to identify behavior patterns
and the probability a customer will buy, churn or abandon a shopping cart.
Assign intent, classify segments and predict outcome scores in real time.


ACT WITH PREDICTIVE AND AUTOMATED PERSONALIZATION

Lower the cost to serve, enhance customer experiences and increase sales
opportunities. Use AI-driven insights to identify who to engage, when to engage
and how to engage. Enable administrators to automatically trigger the precisely
timed action that optimizes business outcomes and customer experiences.
Automatically connect using bots, agent messaging or live agents.


LEARN AS YOU GATHER INSIGHTS

Make smarter decisions as more behavioral data is gathered and AI models
self-improve, without needing to rely on data scientists. Instead, use AI to
microtarget customers and dynamically optimize every engagement, no matter the
channel. And drive better business outcomes as a result.




SEE WHAT OUR CUSTOMERS HAVE TO SAY

> The system flags excessive web page dwell times so agents can launch a timely
> web chat offering support or a tailored offer. We can also set up alerts if
> shopping basket checkouts appear to stall, again enabling agents to reach out
> and get the sale back on track.

— Mateusz Jazdzewski, IT Consumer Experience Solutions Manager and Head of CX
Product, Electrolux

Read the story



GET PREDICTIVE ENGAGEMENT IN A SOLUTION THAT WORKS FOR YOU


GENESYS CLOUD CX

GET AN ALL-IN-ONE SOLUTION FOR ENGAGEMENT

Engage customers and boost sales with Genesys Predictive Engagement on the
Genesys Cloud CX™ platform. Get cross-channel interaction history, customer
journey visualization and real-time outcome scores. Personalize and automate
customer engagement using bots, agent-led web messaging and calls.

Learn more



SEE WHAT ELSE YOU CAN DO WITH GENESYS

Chatbots

Co-browse and screen share

Digital customer engagement

Email

Exceed.ai

Knowledge management tools

Live chat

SMS messaging

Social media

Explore all capabilities



ENGAGE CUSTOMERS AT THE RIGHT TIME AND IN THE RIGHT WAY


JOURNEY MAPPING AND THE ROLE OF PREDICTIVE ENGAGEMENT

Learn more


MIT REPORT: CUSTOMER EXPERIENCE AND THE FUTURE OF WORK

Learn more


PRACTICAL GUIDE TO CREATING A CONTACT CENTER RFP

Learn more


A PRACTICAL GUIDE TO WEB MESSAGING

Learn more


PUT THE “PERSON” IN PERSONALIZATION

Learn how your agents can use AI-driven insights to personalize real-time
customer interactions. Engage using precisely timed automated chat and content
offers that drive sales conversions and deliver exceptional predictive customer
service. Request a demo to see how predictive engagement enhances your customer
experience and improves business results.

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
SciencesLogisticsManufacturingPayorsProvidersRetailersTravel & 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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Note: This profile prompts automatically for keyboard users.
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Blind Users (Screen Reader) Optimize website for screen-readers
This profile adjusts the website to be compatible with screen-readers such as
JAWS, NVDA, VoiceOver, and TalkBack. A screen-reader is software that is
installed on the blind user’s computer and smartphone, and websites should
ensure compatibility with it.

Note: This profile prompts automatically to screen-readers.
Content Adjustments
Content Scaling
Default

Readable Font
Highlight Titles
Highlight Links
Text Magnifier
Adjust Font Sizing
Default

Align Center
Adjust Line Height
Default

Align Left
Adjust Letter Spacing
Default

Align Right
Color Adjustments
Dark Contrast
Light Contrast
High Contrast
High Saturation
Adjust Text Colors
Cancel
Monochrome
Adjust Title Colors
Cancel
Low Saturation
Adjust Background Colors
Cancel
Orientation Adjustments
Mute Sounds
Hide Images
Read Mode
Reading Guide
Useful Links
Select an option Home Header Footer Main Content
Stop Animations
Reading Mask
Highlight Hover
Highlight Focus
Big Black Cursor
Big White Cursor
HIDDEN_ADJUSTMENTS
Keyboard Navigation
Accessible Mode
Screen Reader Adjustments
Read Mode
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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

Hide Accessibility Interface? Please note: If you choose to hide the
accessibility interface, you won't be able to see it anymore, unless you clear
your browsing history and data. Are you sure that you wish to hide the
interface?
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