Digital channels are an essential part of today's contact centre. According to Forrester, 95% of consumers use three or more channels in a single customer service interaction, with 62% of them crossing devices.

Web chat

Make your website a conversation starter. With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.


Make email part of the full customer experience. Automatically distribute emails to the best-fit co-worker based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimise your email flow to create a better customer experience

Social Media

Make customer service more social. Engage with your customers on social channels like Facebook, Twitter and more. Using Genesys Social Engagement, you can monitor your business presence on relevant social media sites and easily identify and prioritise online comments. Automatically route social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.


Engage customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line. Then connect them to the right resource anywhere in your business by routing customer text messages to your best-fit co-worker . Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.


See what your customers see. Improve customer experience and first contact resolution by enabling co-worker to assist your customers through a co-browsing session. Using real-time on-screen guidance, input or by taking control of the customer’s screen. There’s zero footprint for the customer desktop and content masking for security peace of mind.

Proactive web engagement

Use machine learning to monitor website activity, predict visitor outcomes and proactively engage customers using chatbots, content and self-service knowledge. Genesys Proactive Assist uses actionable insights from web and mobile customer behaviors to offer real-time live assistance at the appropriate moment. It matches customer behaviors and need with the right co-worker at the right time, on the right channel and co-worker have the full context to provide the best experience.