Customer Engagement
Customer engagement use case for Engagement Cloud.
Live Chat · Cloud Contact Center · AI Agent Assist
When to use this
E-commerce businesses or digital-first retailers where customers frequently hesitate, abandon carts, or struggle to find the right product information on their own. The right fit when a human touch at the right moment — without requiring a phone call — would meaningfully increase purchase confidence and reduce drop-off.
Click-to-Call · Inbound & Outbound Calls · Cloud Contact Center · Contact & Lead Management
When to use this
Companies with active contact centers that are currently operating "blind" — without visibility into what a customer has done online before calling. Highly effective in industries with complex or high-value products where telephone sales remain important, and where connecting digital behavior to agent conversations would enable smarter, more confident selling.
Cloud Contact Center · Click-to-Call · AI Contact Summary & Classification · Personalization
When to use this
Organizations that sell premium add-ons, upgrades, or service tiers and want to move beyond generic promotional emails toward targeted, moment-based offers. Especially powerful when teams can better use contact center capacity by routing the right customers to the right agents — based on intent, geography, or customer value — rather than on a first-come, first-served basis.