What is TrueEngage for Genesys Cloud?
Deploy any channel customer contact options across web, apps and digital kiosks. Enable seamless txt-voice-video transitions and enhance customer collaboration to elevate CX and improve outcomes.
Overview
TrueEngage is a Universal Customer Contact & Collaboration Layer for Genesys Cloud that enables organizations to deploy and manage multichannel customer contact options across websites, mobile apps, and digital kiosks — while keeping all interactions handled in Genesys Cloud.
It enhances customer experience in Genesys Cloud by enabling seamless transitions between chat, voice, and video, and by adding advanced collaboration capabilities such as screen sharing and real-time translation.
It also helps convert website traffic into leads by engaging visitors at the right moment with the right message and contact option, routing interactions into Genesys Cloud, and providing marketing teams with full visibility into contact center outcomes in Google Analytics.
Why TrueEngage for Genesys Cloud
Genesys Cloud is strong for routing and handling interactions, but customers often search for ways to:
- deploy beautiful multichannel contact widgets on websites - handle interactions on Genesys Cloud
- enable WebRTC voice calls from websites or mobile apps to Genesys Cloud
- add video calls or scheduled video meetings that can be routed and recorded on Genesys Cloud
- enable chat to voice or video escalation in Genesys Cloud, or PSTN Call to Video Escalation
- improve Genesys Cloud web messaging experience and customization
- target website visitors and engage them at the right moment with the right contact option
- provide marketing with contact center outcomes in Google Analytics
👉 These capabilities are not natively supported and require multiple tools and custom development to achieve. TrueEngage brings it all after a 10 minute installation from AppFoundry.
How It Works with Genesys Cloud
- Install from AppFoundry Install TrueEngage directly from AppFoundry into your Genesys Cloud environment.
- Access the Management Panel After installation, access the TrueEngage management panel to configure deployments, channels, and routing.
- Configure Contact Deployments Create and customise contact widgets for websites, mobile apps, or digital kiosks, and define routing to Genesys Cloud queues.
- Deploy to Touchpoints Add the deployment code snippet to your website or kiosk, and use targeting rules to control visibility and behaviour.
- Customer Initiates Interaction Customer interactions are routed to the appropriate queues and agents in Genesys Cloud.
- Interaction Handling Agents handle interactions in Genesys Cloud. The TrueEngage agent app can be used to view additional context and switch between channels where enabled.
What Contact Options (channels) does TrueEngage Support
Contact Options
|
Website |
Mobile Apps |
Digital Kiosks |
| Genesys Web Messaging | Yes | Yes | Yes |
| WebRTC Voice Calls | Yes | Yes | Yes |
| WebRTC Video Calls | Yes | Yes | Yes |
| Immediate Callback Requests | Yes | Yes | Yes |
| Scheduled Callback Requests | Yes | Yes | Yes |
| Scheduled Video Meetings | Yes | Yes | Yes |
| WhatsApp | FB Messenger | Yes | No | No |
| Custom Objects | Yes | No | Yes |
In One Sentence
TrueEngage extends Genesys Cloud, making it easy to deploy and manage any customer contact and collaboration strategy across all digital touchpoints.