Today’s Challenges in Telecommunications
Companies are aggressively fighting for market share by providing bundled offerings such as triple-play services. Customers are continuously courted by competitors, leading to churn and reduced revenues. How can your company stand apart from the competition and positively engage customers in a way that differentiates your brand and turns your customers into loyal public advocates?
Genesys Powers Optimal Customer Journeys for Each of Your Customers
Today's leaders deliver innovative products and services and differentiated customer experience to stand apart from the competition. Only Genesys allows you to cost-effectively and efficiently deliver consistent service across all interaction channels to deliver the reliable and robust customer experience your customers expect.
The Genesys Customer Experience Platform uniquely provides the foundation to deliver differentiated (and efficient) customer experiences across every customer touchpoint and channel, both voice and digital. This enables you to build loyalty, reduce churn and achieve high levels of customer satisfaction.
Genesys Value Enablers for Telecommunications
Reduce calls from customers unable to complete web transactions and keep them from going elsewhere. Genesys monitors customers' web behavior and proactively offers assisted service.
Enable your mobile application to deliver a coordinated customer experience across channels, even when assisted service is needed.
Reduce the impact of customers swamping your contact center with calls for updates when there is a problem. Genesys enables you to keep customers informed, so they don’t have to call.
Effectively leverage back office processes by actively managing the workload distribution, giving management insight and optimizing the workforce.
Plan, train and assess employees to achieve both operational efficiency and effectiveness. Genesys offers a full range of solutions to enable you get the most out of employee engagement.
Anticipate the nature of each call through the use of personalized IVR to deliver a customized experience to each caller. Genesys helps transform the voice channel from a source of customer frustration and churn into a channel which helps achieve higher NPS.