Omnichannel
One-stop, omni-channel customer experience management manages all of an organization’s customer interactions in a single
It means management from the centre. This approach involves all departments such as customer service, sales, marketing and other interaction channels to ensure a consistent and seamless customer experience.
integrates. Whether through a physical store or through social media channels, customers can find
receive the same level of service whether they interact with online channels or call centers. This strategy improves operational efficiency and data management for companies while increasing customer satisfaction.
Genesys powers 25 billion world-class customer experiences every year. This success comes from bringing together the communications of employees and customers across all channels every day.
More than 10,000 companies in over 100 countries rely on the industry’s number one customer experience platform to drive the best business results. It combines the best of technology and human intelligence to deliver the natural communication solutions you want. Industry-leading solutions enable true omnichannel communication. It enables you to achieve the same performance across all channels, on-premises and in the cloud. Customer communications are now the way you want them: flexible, natural and highly effective.
OmniChannel Applications
Building Special Relationships with Your Customers
Turning Your Employees into CEOs Ready at a Moment's Notice
Optimization and Differentiation Using Innovation
Your ability to understand the purpose, history and preferences of each of your customers and accurately define the next step to take is a key factor for an omnichannel customer experience. Genesys combines all voice and digital channels, self-service, customer-facing and customer-input interactions and work items to provide rich contextual information at every moment of a customer journey. This enables you to design and deliver a seamless, consistent and effortless customer experience, while driving increased revenues, consumer awareness and customer loyalty.
While providing the next generation customer experience, your biggest asset will again be people. Your ability to engage and support your employees directly impacts customer relationships. Genesys manages agents and skills across all voice and digital channels on a single platform for routing, calendaring and forecasting. One screen displays the customer’s history across all channels, so your agents have all the details they need to solve problems, answer questions and keep customers satisfied. This ultimately leads to better agent utilization and improved agent performance, reduced employee churn, increased employee satisfaction and stronger customer relationships.
Customer experience also depends on the optimization of business processes within your organization. With centralized management capabilities, Genesys brings channels and operations together so you can ensure service levels are met across the organization, create the right calendars, and leverage context and business rules to identify the right people to address customer needs. Tasks are streamlined, costs are reduced, and processes and technologies are configured to evolve as needed. Customers also have a seamless experience throughout their omnichannel journey.
Building Special Relationships with Your Customers
Your ability to understand the purpose, history and preferences of each of your customers and accurately define the next step to take is a key factor for an omnichannel customer experience. Genesys combines all voice and digital channels, self-service, customer-facing and customer-input interactions and work items to provide rich contextual information at every moment of a customer journey. This enables you to design and deliver a seamless, consistent and effortless customer experience, while driving increased revenues, consumer awareness and customer loyalty.
Turning Your Employees into CEOs Ready at a Moment's Notice
While providing the next generation customer experience, your biggest asset will again be people. Your ability to engage and support your employees directly impacts customer relationships. Genesys manages agents and skills across all voice and digital channels on a single platform for routing, calendaring and forecasting. One screen displays the customer’s history across all channels, so your agents have all the details they need to solve problems, answer questions and keep customers satisfied. This ultimately leads to better agent utilization and improved agent performance, reduced employee churn, increased employee satisfaction and stronger customer relationships.
Optimization and Differentiation Using Innovation
Customer experience also depends on the optimization of business processes within your organization. With centralized management capabilities, Genesys brings channels and operations together so you can ensure service levels are met across the organization, create the right calendars, and leverage context and business rules to identify the right people to address customer needs. Tasks are streamlined, costs are reduced, and processes and technologies are configured to evolve as needed. Customers also have a seamless experience throughout their omnichannel journey.
