Transforming contact centers into care centers

Genesys Predictive Engagement helps Electorlux to connects the dots on website journeys by leveraging artificial intelligence and analytics to uncover visitors’ behaviors and interests — and then personalizes engagements in real time based on those insights. As the customer navigates through the website, the system recognizes when they need help finding information or making a decision and automatically offers the option to speak to an employee.
Predictive Communication – Digital Experience
Provider: Genesys
Solution/Product: Genesys Predictive engagement

Challenge

  • Isolated consumer channels with inconsistent customer experience
  • Lack of efficiency in the execution of D2C
  • No CRM integration

Benefit

  • Reduction in AHT (56 seconds)
  • Improved FCR
  • NPS and employee satisfaction

Solution

  • Inbound
  • Outbound
  • Digital – email, chatbots, voicebots
  • Self-service
  • Integration
  • Predictive Engagement