Critical Capabilities for Contact Center Infrastructure
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Managing the Customer Journey
Organizations that understand and manage the customer experience journey outperform those that manage the customer experience in business silos; customers feel more valued while your organization benefits from better efficiencies through high rates of first contact resolution. As customer satisfaction increases, so will customer loyalty and, ultimately, your top and bottom line business performance.
Understanding where your customers are in their journey when they interact with your organization requires an experience platform that can help you understand the customer context across various touchpoints including marketing, sales and services, and interactions channels such as voice, email, SMS, social and chat.
Insight into the customer journey helps your business anticipate a customer’s next step and personalize the experience or provide proactive updates to streamline the customer experience.
One Customer Experience Platform for all Touchpoints
The Genesys Customer Experience Platform ensures that the experience you deliver aligns with the expectations of your customer and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touch points, channels and interactions throughout your call or contact center and back office.
Genesys provides superior Business Intelligence that is actionable. Based on real-time and historical data, Genesys can help you manage and refine your contact strategies to better achieve business objectives.
The Customer Experience Platform is available from the Cloud or can be implemented on premises through your own data centers or private cloud.
Whether your goal is to modernize your Contact Center, increase workforce quality and efficiency or drive better customer experiences, Genesys offers an open and scalable platform that efficiently fits into your existing enterprise architecture and reduces total cost of ownership.