Building the Business Case for an Omnichannel Contact Center
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Manage the Cross-Touchpoint Customer Journey
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2015 Gartner Magic Quadrant for Contact Center Infrastructure
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Omnichannel customer engagement combines multimodality, orchestration, and journey management to provide a great omnichannel customer experience, with compelling business outcomes, and leading companies are embracing it for competitive advantage.
Organizations that design, orchestrate, monitor and tune end-to-end omnichannel customer journeys outperform those who manage the journey piece parts in business silos; customers feel more valued and engaged while your organization benefits from better efficiencies. As customer satisfaction increases, so will customer loyalty and, ultimately, your top and bottom line business performance.
To design and orchestrate an omnichannel customer experience, you need more customer context to personalize the journey across all touchpoints, voice and digital, in marketing, sales and service and all channels. By monitoring and tuning omnichannel customer service, your business can anticipate customer needs, personalize interactions and provide proactive information to head-off inbound calls and 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 touchpoints, channels and interactions throughout your call center or contact center and back office.
Genesys analytics tools help you gain superior business insights that are actionable. Based on real-time and historical data, Genesys helps you manage and refine your sales, service and marketing strategies to better achieve business objectives.
Whether your goal is to modernize your contact center, increase workforce efficiency and quality, or orchestrate optimal omnichannel customer journeys, Genesys offers an open and scalable platform that efficiently fits into existing enterprise architecture, integrates with CRM systems, and reduces total cost of ownership.