Supporting Customer Journeys and Business with a Cloud Contact Center
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Genesys—Wow Your Customers with a Cloud Contact Center
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ANALYST WHITE PAPER
Frost & Sullivan—When CRM Meets the Contact Center
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Genesys Premier Edition – Virtual Contact Center
Building a strong customer experience (CX) strategy into your business is what will set your brand apart from the competition. Leveraging the right call center solution to support your CX strategy is paramount in creating a personalized experience for your customers at every touchpoint.
Genesys Premier Edition - Virtual Contact Center (VCC) gives you everything you need to create that seamless, one-to-one customer experience. Delivered from the Cloud, this scalable and flexible solution lets you put the customer experience front and center while supporting your ongoing business growth. Genesys Premier Edition - VCC helps you put the customer experience first, with:
- Personalized self-service in the IVR
- Call routing to the right agents based on business rules
- IVR context delivered with the call for a seamless transition
- Call monitoring for performance optimization
- Integrated analytics for ongoing process optimization
Genesys Premier Edition - VCC sits on the Genesys Customer Experience Platform to bring you the proven, global, robust set of capabilities, making it the right choice for your business, now and in the years to come. This scalable solution supports your business growth with:
- Rapid call center deployment through the Cloud
- Easy-to-use, intuitive interfaces
- Call routing based on business rules
- Integrated analytics for performance optimization
- Mobile-optimized web interfaces
The Genesys Premier Edition – Virtual Call Center Advantage:
Genesys Premier Edition - VCC offers integrated IVR and call routing (ACD) functionality in one, seamless solution delivered from the cloud. You can get your virtual call center up and running quickly without capital investments or physical infrastructure.
Based on a proven global platform, Genesys Premier Edition - VCC has the scalability and reliability to support your vital customer-facing operations. Genesys offers industry-leading SLAs with a track record of delivering always-on availability.
Tailor the Genesys Premier Edition - VCC solution to fit your specific customer needs, from personalized IVR interactions to targeted call delivery. Enterprise-class routing delivers calls based on context and agent skills, while agents receive the customer context with the call.
Get near real-time insight into calls including date/time, caller ID, IVR responses, routing information and handling time. Use historical reporting to track call metrics over time and actionable analytics to improve the customer experience.
Genesys also offers contact center solutions for the mid-large enterprises.
Case Study: Election Protection