Predictive Engagement
Watches website visitor behaviour inside Genesys Cloud CX, scores each visitor's likelihood to buy, churn or abandon a cart, and triggers a chat, offer or message when the model says it is worth engaging. Included in the CX 2 tier and above; an add-on on CX 1.
Find alternatives to Predictive Engagement
Not priced alone. On the Genesys Cloud CX pricing page the 'Predictive engagement' row reads 'Add-on' on CX 1 ($75 USD per user/month billed annually, add-on price not stated) and a check mark (included) on CX 2 ($115), CX 3 ($155) and CX 4 ($240). Floor is the cheapest tier that includes it, CX 2.
What it does
- Sales outreach
- Customer support
Sources
- Pricing
-
'Genesys Cloud CX 1 ... $75 USD per user/month billed annually', 'CX 2 ... $115', 'CX 3 ... $155', 'CX 4 ... $240'. Predictive engagement row: CX 1 'Add-on', CX 2 check mark, CX 3 check mark, CX 4 check mark. The CX 1 add-on price is not stated.
- Description
-
Official documentation · 5 Sep 2026
Fetched. H1 'Predictive engagement'; 'Create personalized experiences with Genesys Predictive Engagement'. 'AI scores each customer's likelihood to buy, churn or abandon their shopping cart so you can segment and act in real time'; 'Engage only when the payoff is the highest, then offer personalized outreach via chat, offer or message'; 'Grow revenue by engaging ready-to-buy customers with the right offer at the right moment'; 'Give agents a real-time view of every click and call so they can solve issues before they become tickets'. genesys.com/capabilities/predictive-engagement returned 404; this is the live URL.
- Sold within
-
'Predictive engagement' is a row under 'Reduce effort through AI-powered automation' on the Genesys Cloud CX plan table: CX 1 'Add-on', CX 2, CX 3 and CX 4 a check mark. The capability page says 'Artificial intelligence is built in throughout Genesys Cloud, reading every interaction in real time'.
Also from Genesys
-
Genesys Cloud CX Platform
Contact-centre platform where AI usage is metered separately from seats: always-on virtual agents, copilots in the agent workspace, and an AI Studio for building and governing agents — with AI Experience tokens granted per organisation and per agent.
-
Genesys Cloud AI Studio Agent platform
Genesys Cloud AI Studio is a centralized, low-code hub for building, configuring, managing and governing AI-powered experiences such as virtual agents and copilots.
-
Genesys Cloud Agentic Virtual Agent AI agent
Genesys Cloud Agentic Virtual Agent is an autonomous AI agent that reasons through a customer's goal, plans actions and executes multi-step workflows across systems to resolve requests end to end without human intervention.
-
Genesys Cloud Copilot Application
Genesys Cloud Copilot gives contact-centre agents and supervisors real-time AI assistance including auto-summarisation, knowledge retrieval, next-best-action guidance and translation across 70+ languages.
-
Genesys Cloud Knowledge Fabric Data service
Genesys Cloud Knowledge Fabric unifies enterprise knowledge from multiple sources into an adaptive layer that powers AI agents with contextual search and generative-AI answers carrying source citations.
-
Conversational Intelligence Application
The speech and text analytics layer of Genesys Cloud CX: it transcribes voice and digital interactions, spots topics, scores customer sentiment and agent empathy, and reports how they change over time. It is a capability inside the Genesys Cloud CX tiers rather than a product bought on its own.
-
Genesys Cloud Quality Assurance Application
Selects and analyzes customer interactions for quality assurance using AI.
-
Genesys Cloud Workforce Forecasting Application
Forecasts staffing needs up to two years ahead using 25+ machine-learning models and an AI-powered Activity Planner for schedule optimization.
Something wrong here? Send a correction — quote this product id: genesys-predictive-engagement.