Multi-channel Customer Engagement Falls Short
Today’s customers engage with companies in multi-channel and cross-channel journeys, pausing them and resuming them over time. For example, according to the Customer Experience Board (CEB),
- 58% of callers have visited the web before calling, and
- 34% of callers are on the web while talking to a rep
Although most companies today support many channels such as voice, email, and chat, they cannot share context across these channels. Without being able to synchronize multiple channels simultaneously within a single interaction or direct journeys or interactions in step-by-step sequences, companies are unable to manage the lifecycle of the customer journey to provide a personalized and context-appropriate customer experience. For a customer to complete a single task – buy a product, resolve a question, understand a bill – it often requires multiple and disconnected interactions. When a customer needs assisted service to supplement self-service, they typically must start over. In the case of voice, it’s calling a contact center, using an IVR, and explaining the issue. In the case of chat, it’s starting a dialog with an agent without context. These time-consuming and disconnected “channel shift” experiences are a leading cause of missed sales opportunities and high operating expense for companies and frustration for customers.
Omnichannel Journey Orchestration is the Answer
Omnichannel customer engagement combines orchestration and journey management to provide multi-channel contact center best practices for great customer experience with compelling business outcomes. Leading companies with multi-channel contact centers are moving to the Genesys Omnichannel Engagement Center solution to further their competitive advantage. With an Omnichannel Engagement Center solution, a company can deliver consistent and personalized customer experiences across all channels, touchpoints and journeys.
Drive Omnichannel Success
The Omnichannel Engagement Center solution proactively orchestrates consistent, personalized interactions and journeys across the customer lifecycle. The solution automates the readiness, effectiveness, empowerment, and deployment of your workforce, resulting in great omnichannel experiences for both agents and customers. Making the shift to omnichannel journey orchestration is easier than you might think. The Genesys Omnichannel Engagement Center solution serves as your system of engagement to consolidate disparate technologies, and extend your current enterprise architecture for customer engagement. The result? A single solution to deliver an exceptional customer relationships, increase revenues, build loyalty, and gain greater business insights.