What feature in Genesys Cloud allows customers to chat with contact center agents directly from their website?

The feature that allows customers to chat with contact center agents directly from their website is Widgets. Widgets are small, interactive elements that can be embedded into a website, providing functionality for live chat, customer support, or other communication tools. When implemented, they enable real-time interaction for website visitors, allowing them to engage directly with agents without the need to leave the website or make a phone call. This enhances the customer experience by providing immediate assistance and support, which is crucial in today’s digital environment where users often seek quick resolutions to their inquiries.

In contrast, APIs are sets of protocols for building and integrating application software, which are more backend functionalities. A customer service phone number might allow for voice communication but does not provide a direct chat interface. Predictive Engagement focuses on analyzing customer behavior to provide personalized experiences but does not directly enable chat functionality on a website. Therefore, Widgets stand out as the appropriate tool for facilitating direct chat interactions between website visitors and contact center agents.