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Customer Experience (CX) is about building strong customer relationships and brand advocates by consistently, seamlessly and personally engaging with your customers across their journeys consisting of many touchpoints, channels and interactions. Without a strong customer experience focus many companies are finding it hard to differentiate their offerings and compete effectively. To deliver optimal journeys companies are taking a 360 degree view of the customer experience analysing data from contact centres, CRM and marketing systems to more effectively engage with customers across customer lifecycles and journeys.
Successful CX involves many different areas of your company, including customer care and support, sales, marketing and IT – essentially anyone who interacts with your customers directly or indirectly. With the Genesys Customer Experience Platform, you can deliver the optimal journey and experience for each customer with the lowest effort and cost to serve.
A Customer Experience Platform helps ensure your sales, customer service and support, marketing and IT efforts are aligned and working together to build more loyal customers and deliver a competitive advantage. Deliver low effort omnichannel customer journeys using automated business processes to give everyone a 360-degree customer view with deep interaction context and actionable analytics across all touchpoints, channels, and interactions. Optimise your customers’ journeys and your workforce performance while delivering seamless customer experiences.
A call centre, at its most basic, is where agents answer calls from your customers. It can be in house or outsourced, and agents may also be able to make outbound customer calls. As customer needs have changed, call centres have evolved. Call centres that focus on voice now offer personalised self-service that provides a great call centre experience without talking to an agent. Many call centres also integrate the digital channels that customers want to use, such as email, chat, or text messaging, even though voice is still best for resolving complex issues. Genesys is the leading call centre provider for both voice and digital interactions.
A contact centre is where your company interacts with your customers through a variety of communication channels. Whether it is in house or outsourced, a contact centre integrates voice with the other channels your customers want to use, such as text, chat, email and social. Customer service agents handle inbound and outbound interactions across these channels, and when the service they provide is relevant and personalised across all channels, they deliver a great contact centre experience. For many companies, this experience is a competitive differentiator. Genesys is the leading provider of a single, integrated contact centre platform that optimizes the customer experience across all channels.