--- title: Most popular TrueEngage use cases description: TrueEngage for Genesys Cloud delivers real omnichannel engagement—chat, WebRTC voice, video, and AI-powered visitor interaction—across websites, mobile apps, and kiosks. 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[Knowledge Base](https://kb.trueengage.com/genesys-cloud?hsLang=en) 2. [Getting Started](https://kb.trueengage.com/genesys-cloud/getting-started?hsLang=en) # Most popular TrueEngage use cases ### 1. Enhanced Genesys Chat **Scenario:** Organizations want to improve the look, usability, and performance of Genesys Web Messaging. **Use Case Highlights:** - Replace the default chat interface with a modern, fully branded design. - Simplify management of chat widgets and message flows. - Enable visitors to start in chat and seamlessly upgrade to voice or video. - Support additional channels like WhatsApp and Facebook Messenger. **Typical Benefits:** - Higher chat completion and first contact resolution rates. - Reduced reliance on third-party chat tools. --- ### 2. Transformed Website Contact **Scenario:** Businesses with multiple contact entry points (chat, form, callback, phone) seek to unify the experience and manage engagement centrally. **Use Case Highlights:** - Combine all contact options within a single TrueEngage widget. - Apply visitor targeting and scheduling logic to balance demand. - Route interactions directly into Genesys Cloud queues. **Typical Benefits:** - Consistent visitor experience across all pages. - Better load distribution and reduced peak congestion. --- ### 3. Lead Generation and Digital Sales **Scenario:** Marketing and sales teams want to convert website visitors into qualified leads by connecting digital engagement tools directly with Genesys Cloud. **Use Case Highlights:** - Deploy multi-channel contact widgets on landing pages or product sections to engage visitors at the right moment. - Use **TrueEngage Visitor Engagement AI** to trigger context-based prompts and initiate proactive interactions. - Integrate with **Google Analytics** to capture engagement data, visitor intent, and conversion metrics. - Route high-value leads in real time to Genesys Cloud queues or specific agents for immediate follow-up. **Typical Benefits:** - Improved lead conversion rates through real-time interaction handling. - Unified customer journey tracking across marketing and service. - Better ROI visibility with integrated engagement and analytics data. - Reduced response time and lost opportunities compared to offline or form-based lead handling. --- ### 4. Free Global Calling for Customers **Scenario:** Companies serving international or roaming users want to offer toll-free, browser-based calling from any region. **Use Case Highlights:** - Provide WebRTC voice calling directly from the website or app. - Avoid costs and limitations of DIDs and toll-free numbers. - Improve trust and answer rates with branded click-to-call interfaces. **Typical Benefits:** - Reduced telephony costs and call abandonment. - Improved reach and accessibility for international customers. --- ### 5. Video for Support or Sales **Scenario:** Processes such as ID verification, claims handling, or sales consultations benefit from adding face-to-face communication. **Use Case Highlights:** - Launch WebRTC video calls or scheduled video meetings from the same interface. - Record and manage all interactions natively on Genesys Cloud. - Replace external video tools like Teams or Zoom. **Typical Benefits:** - Faster case resolution and improved customer trust. - Seamless integration with Genesys reporting and routing. --- ### 6. Branch or Retail Kiosks **Scenario:** Organizations with distributed physical locations want to provide access to remote experts without full on-site staffing. **Use Case Highlights:** - Deploy video- or voice-enabled kiosks using the same widget configuration. - Limit kiosk access by IP or network rules. - Queue and record all sessions in Genesys Cloud. **Typical Benefits:** - Reduced staffing costs and increased service coverage. - Consistent customer service standards across locations. - [Getting Started](https://kb.trueengage.com/genesys-cloud/getting-started?hsLang=en) - [Installation & Setup](https://kb.trueengage.com/genesys-cloud/installation-setup?hsLang=en) - [User Guide](https://kb.trueengage.com/genesys-cloud/user-guide?hsLang=en#main-content) - [Contact Channels](https://kb.trueengage.com/genesys-cloud/user-guide?hsLang=en#contact-channels) - [Features](https://kb.trueengage.com/genesys-cloud/features?hsLang=en) - [FAQs](https://kb.trueengage.com/genesys-cloud/faqs?hsLang=en) - [Troubleshooting](https://kb.trueengage.com/genesys-cloud/troubleshooting?hsLang=en) - [Administration & Billing](https://kb.trueengage.com/genesys-cloud/administration-billing?hsLang=en) - [Integrations & API's](https://kb.trueengage.com/genesys-cloud/integrations-apis?hsLang=en) - [Architecture & Security](https://kb.trueengage.com/genesys-cloud/architecture-security?hsLang=en) - [Legal](https://kb.trueengage.com/genesys-cloud/legal?hsLang=en) - [Interaction Routing & Availability](https://kb.trueengage.com/genesys-cloud/interaction-routing-availability?hsLang=en) [![logo (3) copy](https://kb.trueengage.com/hs-fs/hubfs/logo%20(3)%20copy.png?width=440&height=36&name=logo%20(3)%20copy.png "logo (3) copy")](https://www.trueengage.com?hsLang=en) [mailto:email@email.com](mailto:email@email.com)