Omnichannel engagement creates a consistent customer journey

Omnichannel interaction routing

Simplify operations and ensure your customers reach the right agent or rep the first time. A Genesys omnichannel contact centre captures critical information to evaluate the customer’s true intent, and matches that customer to the best available agent. Don’t make your customers bounce from agent to agent; omnichannel interaction routing streamlines customer conversations.

Serve digital consumers on their terms

New channels and forms of customer engagement are emerging as a result of today’s new digital business model. Align with customer expectations and gain efficiencies as you connect and integrate more easily with companies, processes and devices. This creates new opportunities and new ways to better manage digital customer relationships and end-to-end customer journeys.

Genesys omnichannel capabilities seamlessly integrate voice and digital channels. By using voice as a secondary entry point for digital consumers, your team can focus on more complex queries.