What is TrueEngage?
Elevate CX with REAL omnichannel on any digital touchpoint - handled and recorded on Genesys Cloud.
TrueEngage, built for Genesys Cloud, is an all-in-one, zero-code plug-in that enables rapid deployment of configurable, multi-channel customer contact interfaces on websites, mobile applications, and digital kiosks — with all interactions managed and recorded directly within their contact center software.
TrueEngage delivers REAL omnichannel by allowing agents to initiate “in-interaction” channel switching between PSTN calls - TXT - WebRTC Voice and Video.
Supported Contact Options
- Redesigned & enhanced Genesys Web Messaging (better design, easier to manage)
- WebRTC Voice Calls (web-based calls handled on Genesys Cloud)
- WebRTC Video Calls (voice-leg recorded on Genesys Cloud)
- Immediate and Scheduled Callback Requests
- Scheduled Video Meetings
- WhatsApp and Facebook Messenger
- Contact and Lead Forms
- Genesys Knowledge Base integration
- Custom objects, such as calendar bookings or internal forms
Supported Digital Touch points
Website
Transform contact for your website or customer portal visitors with fully customizable contact widgets — including design, channel options, and visitor engagement behavior.
- Manage multiple widgets without changing your website’s HTML.
- Configure where a widget appears and which visitors see it.
- Collect pre-interaction data before routing to agents.
- Dynamically adjust availability based on contact center schedules and wait-time thresholds.
Mobile App
Effortlessly deploy Web Messaging, WebRTC voice, and video calls within your company’s mobile application — all interactions handled natively on Genesys Cloud using prebuilt WebView components.
- Optimized for iOS, Android, React Native, and Flutter.
- Supports passing application context (e.g., user ID, session information) to Genesys Cloud for richer routing and reporting.
- Ensures a consistent, responsive experience across mobile and web channels.
Digital Kiosk
Enable self-service or assisted customer contact in physical locations with tablet-ready kiosk interfaces.
- Connect customers with remote experts through WebRTC voice or video calls.
- Queue and record all interactions natively on Genesys Cloud for unified reporting.
- Deploy instantly using standard browsers or tablets — no additional software required.
- Restrict kiosk access by IP range or network policy to control availability and usage.
REAL Omnichannel
TrueEngage delivers in-interaction channel switching, allowing agents and customers to move seamlessly between channels without losing context.
- Chat to WebRTC Voice or Video: Customers can escalate a text interaction into a real-time call or video session within the same conversation.
- PSTN to Video Upgrade: Agents can invite customers to add a video stream to a standard voice call, enabling more personal and efficient engagement when visual collaboration is needed.
- Continuous Context: Customer data, transcripts, and pre-interaction context remain persistent across channels, ensuring uninterrupted experience and full visibility for agents.
This capability bridges the gap between AI-driven automation and human empathy.
Effortless Deployment & Management
After a quick 10-minute installation from AppFoundry, you’ll gain access to an intuitive management panel fully integrated with your Genesys Cloud organization.