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Genesys
Overview
Genesys empowers organisations of all sizes to enhance customer acquisition and revenue by creating seamless buying experiences and optimising agent efficiency on every call.
Invoca integrates with Genesys in three distinct ways.
When consumers call your contact centres, Invoca PreSense for Genesys dynamically routes callers and provides real-time marketing data about their digital journey to your Genesys Cloud environment. Data includes ad clicks, website behavior, and cart contents.
Beyond live calls, Invoca can also bring Genesys call data and recordings back into Invoca through flexible integrations. This means you can capture post-call outcomes and agent details, analyse recordings with AI, and share insights with your marketing and QA teams to continuously improve performance.
Invoca PreSense for Genesys Cloud is a powerful integration that enables contact centres to grow revenue by orchestrating end-to-end experiences at scale, from ad click to call to conversion.
Discover how to connect digital marketing and contact centres to drive revenue growth.
Key Benefits
- Empower agents with real-time insights: Surface key digital journey insights like caller ad clicks, page visits, and cart contents so agents can personalise conversations, resolve issues quickly, and drive more conversions on 100% of calls.
- Enhance customer experience: Automatically route callers based on the web behavior that generated the call. Reduce wait times, eliminate unnecessary transfers, and improve conversation outcomes.
- Go beyond the live call with Invoca + Genesys: Use APIs and integrations to send post-call data from Genesys to Invoca, or import Genesys call recordings for AI-powered analysis. Automatically import recordings so Invoca can transcribe, summarise, and score conversations for QA, coaching, and compliance.
- Align marketing investment with contact centre execution: Integrate call outcomes with marketing solutions to generate more calls that convert into sales.
- Increase contact centre efficiency: Deflect low-value inquiries to automated agents or online resources and route existing customers with high buying intent to specialised agents.