Is digital user tracking replacing Genesys Predictive Engagement?

Digital user tracking does not replace Predictive Engagement. Previously, web and mobile tracking were embedded within Predictive Engagement through the journey tracking feature. With digital user tracking, tracking has evolved into an independent capability that is provisioned, configured, and deployed directly from Messenger, for a simplified implementation experience, at no additional cost for Genesys AI Experience customers.

Digital user tracking collects and contextualizes visitor behavior data across your websites and mobile apps, while Predictive Engagement continues to focus on real-time, proactive customer engagement and acts on that insight to deliver personalized, timely interactions.

Digital user tracking provides the data foundation to power other event-driven Genesys solutions beyond Predictive Engagement, such as About Journey Management.