Digital user tracking, formerly known as journey tracking under Predictive Engagement, is now available directly in Genesys Messenger for simplified enablement of tracking features, per-configuration tracking settings and faster deployment via Messenger snippet. Use digital user tracking to see your customers’ journeys and behavior across your websites and native mobile apps. When you begin tracking web and app events, you can leverage event data to personalize conversations and unlock the benefits of advanced capabilities like Predictive Engagement for proactive customer engagement at the right time, advanced journey analytics with Journey Management and power AI-driven features across Genesys Cloud CX.
Benefits for your organization
- Free and scalable: Included with the Genesys Cloud AI Experience, so you can track without event-based costs.
- Unified tracking solution: Enable tracking faster via Messenger to unlock unified views of live digital interactions directly in the conversation workspace. No separate tracking tools needed.
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Smarter customer experience delivery: Agents gain real time visitor context to deliver more personalized and contextual engagement, leading to quicker resolution.
- Foundation for growth: Use tracking as the base for advanced, event-driven use cases in Genesys Cloud CX.
- Elevate brand perception: Providing such greater service quality increases overall customer satisfaction with your brand.
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Benefits for your customers
- Faster, better support: Customers don’t need to re-explain their actions or repeat steps, reducing handle time and increasing first-contact resolution.
- More personalized experiences: Interactions with agents become more contextual thanks to the customer card view combining visitor information and journey visualization, making the conversation smoother and more relevant.
How digital user tracking works
When digital user tracking is enabled and deployed via Messenger, visitor journey data is automatically collected. This data appears in real time in Live Now and subsequently projected to agents when a customer conversation begins.
- Visit information: Tracked visit information does not contain personal information related to the visitor, but contains information on their session and the details of their navigation as soon as it starts.
- Visitor information: Tracked visitor information contains details about a specific visitor. For more information about what digital user tracking tracks, see How digital user tracking collects data.
