Release notes, explainers and customer stories, written by the people who build the product.
On Black Friday a Genesys Cloud queue does what it always does: it holds interactions, routes them and estimates how long the next customer will wait. TrueEngage reads that expected wait time every 30…
A video kiosk is a tablet or a totem in a branch or store that connects a customer to a remote specialist by video or voice. TrueEngage runs the kiosk as a dedicated widget connected to Genesys Cloud,…
Black Friday can push contact center volumes to two or three times their normal level, and nobody gets two or three times the agents. TrueEngage founder Alex Wierciński on two ideas for the peak on Ge…
TrueEngage enhanced web messaging is Genesys Cloud web messaging inside a chat widget the contact centre can design itself, with the other contact options placed around it. Every conversation still ro…
Black Friday now opens a customer service peak that runs from late November through the January returns, and most of that demand arrives online and in the contact center. For retailers on Genesys Clou…
Co-browsing lets an agent see the web page a customer is looking at, inside the customer's own browser, and nothing else. Screen sharing lets a person show a whole screen, a window or a browser tab, a…
One of the key use cases of web chat is to initiate conversations with website visitors, helping them learn more about your products and services. Web Chat is successfully used to achieve this. Howeve…
TrueEngage drastically enhances the capabilities of Genesys Web Messenger, making it an attractive solution for both customer support and digital sales. It empowers business users to manage deployment…
Groundbreaking video web contact implementation for Genesys Cloud is here. With TrueEngage Video Web Contact, your customers can initiate a video call to your agents using a beautiful widget while Gen…
In the age of impatient consumers, providing seamless and efficient customer service is paramount. With TrueEngage Web Call for Genesys Cloud, you can deploy groundbreaking WebRTC-based web calls comp…
