Add Value to Every Customer Interaction

Today’s customer journeys happen on multiple communication channels, including IVR, web chat, social media and more. Creating and sustaining customer relationships across assisted and self-service is the key to your success. To build exceptional experiences, customer engagement must be seamless, proactive and personalized across all channels and touchpoints throughout the entire lifecycle.

Support Seamless Channel Transitions

Deliver omnichannel customer service with effortless transitions between assisted and self-service channels. Maintain context throughout even the most complex journeys to personalize service, increase customer satisfaction and sustain long-term relationships.

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Design and Manage Better Customer Journeys

Recognize every customer’s intent, history and preference and identify next-best action across all voice and digital channels. Unify assisted and self-service, inbound and outbound interactions and work items to provide rich contextual insights at every moment within a customer journey.

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Deliver Personalized Self-Service Experiences

Provide customers with self-service interactions that are simple, efficient and available any time, over any channel. Automate routine transactions and customer interactions while personalizing service by using customer information from CRM and other back-end systems. Maintain context across channels to ensure the conversation is always seamless and personalized.

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See how Australia Post transformed its customer engagement with Genesys

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