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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.