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A lot of interactions with customers today fall outside of the formal contact center. Companies have branches, shops, field employees and salespeople that are vital to their operations and services — and they frequently interact with customers. However, many companies struggle to manage and control all customer interactions because many employees are mobile — some or all the time.
Let’s look at a number of typical problems with remote and mobile workers.
First, customer calls and interactions that are being handled through a mobile device are difficult to record, even though some businesses like banking and insurances have a legal obligation to do so.
In other cases, interactions aren’t handled because the employee in the branch isn’t available at a specific moment. Moreover, the employee has no way to indicate whether or not he’s available to take customer interactions. Answering machine messages that the customer leaves don’t get a proper follow-up — or they don’t get addressed at all.
But maybe the most concerning problem is that the customer service organization and the company lose a complete overview on the customer‘s journey as well as interactions and customer data.
Preventing Data Loss
Having solutions to manage and control customer interactions can prevent this from happening. Extending Genesys solutions to other employees outside of the contact center could be the answer. However, those employees aren’t always behind their desktops, waiting for customer interactions.
Mobile Office lets you leverage your existing Genesys Customer Experience Platform to capture all customer interactions through mobile devices in one simple solution. Mobile Office puts the same tools that agents use in your contact center onto their mobile devices. As a result, mobile and nomadic resources can handle customer interactions while Genesys monitors and controls the interaction through completion.
Mobile Office lets you decide when you’re available to take customer interactions — and when you’re not. If a mobile worker isn’t available, Genesys routes the interaction to another destination to make sure it’s not lost. When you treat an interaction with Mobile Office, all data and information is stored as if it were in the contact center; recording is available through your existing recording solution on Genesys.
Mobile Office also lets you re-listen to phone calls that you made earlier that day. When needed, it allows you to transfer the interaction to some pre-defined destination, another part of your organization, or to another Mobile Office or Genesys user. Mobile Office also integrates your CRM and back-end systems so you can qualify each interaction at the moment that’s convenient to you. And because the tool lets you consult the central managed contact directory in a safe and GDPR-compliant way to make an outbound call or send a text, there’s no need to store and manage personal customer contact data and information in your local mobile address book.
You no longer need to restrict the use of your Genesys solution solely to the contact center. Extending your Genesys product to all employees and workers eliminates the chance of losing valuable customer data. It also allows you to get a real and complete account-centric view of your customers.
For more information on how Mobile Office fits into your CX strategy, visit Genesys AppFoundry partner Ideal Systems in the AppFoundry Marketplace.
This blog post was co-authored by Peter Depoorter. Peter is Co-Founder and Partner at Ideal Systems. He holds a university degree in IT and a certification in business management. As CEO of Ideal Systems, he directs, manages and supports a team of highly skilled and motivated resources. They transform innovative technology into intelligent contact management solutions.
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