Digital transformation for contact centers

Digital

Meet them more than halfway

It’s critical to meet your customers where they are. Master the new era of multichannel touchpoints and deliver the consistent and personalized experiences that customers expect on self-service and assisted channels.

With contextual awareness of customer journeys, and visibility into the services or sales performance you provide, agents and your artificial intelligence (AI) technologies can achieve their full potential. Realize true transformation when you build your digital capabilities on a common infrastructure within a single customer engagement platform. You’ll eliminate silos, reduce costs and simplify management. With an integrated agent application, workforce management and analytics to see into your business, customers gain a consistent and seamless experience.

Take the PureCloud product tour to see how it delivers all—in one.

Build effortless customer journeys

Most of your customers will begin their journeys on your website or mobile app, and only call in to your contact center out of frustration. They want to use multiple channels and they expect to navigate easily across them.

Capitalize on digital channels with seamless, consistent and personalized journeys. With an omnichannel approach, you own the customer journey. You can design journeys, make them actionable, and monitor them using business decisions and orchestrated routing across web chat, email, SMS, social and messaging apps. An omnichannel approach unifies inbound and outbound digital communications to deliver consistent, contextual insights. It’s the most effective way to make every interaction effortless.

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Blueprint for success:

Design the perfect cloud contact center solution with our CX blueprint tool.

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TXT me, please

Messaging is ubiquitous, and its use is outpacing SMS and social networks. The growth of messaging apps makes them critical for customer experience and sales operations—and a great opportunity.

Incorporate messaging apps into your call center strategy and meet customers where they most frequently communicate. For example, combine automated and agent-assisted interactive dialogs to bring the benefits of interactive messaging into customer service, sales and marketing operations. And when messages require special handling, make sure you can easily escalate them to the best-available agent. Customers get self-service that’s convenient, immediate and easy to use. And you’ll have better response rates to campaigns, fewer unnecessary inbound calls, improved agent productivity—and satisfied customers.

Level-up your AI game. Find out how in 7-10 minutes.

Build new opportunities through automation and AI

Even with the explosive growth and cost-savings of digital, creating a seamless digital customer experience isn’t always intuitive. It requires AI-powered automation for quick handling of common, repetitive tasks, blended with human agents who engage at exactly the right moment—and only at that moment. This Genesys blended AI approach opens new opportunities for creating personalized, proactive and predictive engagement. By guiding customers along their self- and assisted journeys—across all channels—they get what they need faster and more efficiently.

Combining AI, automated bots and machine learning also enables better use of resources. You can proactively identify which agent, bot or combination of both best serves the customer and delivers better business outcomes

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Improve your overall net promoter score

Let context be your guide

Online and mobile shopping has made it incredibly easy to comparison-shop—with little concern for brand loyalty. Customers do business with companies that offer efficiency, low prices, great service or all three. And that leads to increasingly high levels of abandoned shopping carts and lower sales conversions.

Track customer actions across channels to proactively engage them at the precise moment of opportunity. By matching the right moment with the right resource, you’ll reduce shopping cart abandon rates and churn while improving conversion rates. It’s significantly easier to manage customer conversations when you are able to use context from current and past interactions. And satisfied customers are more likely to recommend your product or service and improve your overall Net Promoter Score.

Manage your digital workforce for productivity

Automate forecasting and scheduling across channels to optimize productivity and deliver on SLAs within budget. Driving efficiency with omnichannel capabilities also improves employee morale.

Frost & Sullivan: Customer engagement is ripe for change—Is your IT team ready to enable digital transformation?

Digital for marketing

Boost marketing performance with integrated channels

Get the most out of your marketing spend by turning your customer insights into action. When consumer interaction data is fragmented, missing or unavailable, the true value of a consumer engagement interaction remains a mystery.

Integrating all digital and voice channels gives you a single, reliable view of what happens each time a consumer engages with your brand—in real time and in context. Apply actionable insights to focus on the right leads and high-intent prospects, fuel pipeline and conversions, and grow lifetime value.

See how the Marketing Solutions Company of Yahoo Japan improved its marketing services for customers

Omnichannel interaction data

Unleash your marketing campaign performance

Help sales reps recognize and act on moments of opportunity with the best prospects. Gain visibility into calls and appropriately attribute outcomes. An omnichannel approach to digital campaigns unlocks a gold mine of actionable insights that already exist within your business. Use interaction data, such as speech and text analytics, to accurately retarget customers who don’t convert or express another intent—and stop spending on those who do. Create lookalike audiences based on your most well-qualified prospects. Maximize marketing spend on campaigns with a controlled, automated customer experience that’s based on data—and drive desired outcomes.

Dial up better telemarketing campaigns

Use omnichannel digital engagement to create more valuable sales leads. With the right capabilities, you can design a campaign that drives high-value inbound calls into the contact center. At the same time, you’ll be able to create outbound campaigns that deflect avoidable inbound calls by proactively providing information, managing consumer expectations and eliminating a prospect’s need to contact the organization. These omnichannel capabilities give you more efficient ways to contact, acquire, engage, up-sell and win back customers. Run multichannel campaigns on any digital channel and increase your reach and effectiveness.

Omnichannel contact center engagement

The Genesys Customer Experience platform can successfully route different WeChat engagements to the right resources and remain stable during high peak hours. We are very satisfied to have the Genesys Customer Experience platform contribute to our continuous business development.

Li Nong, Chief Marketing Officer, 12301

Turn missed leads into conversions

Don’t miss another sales prospect. Capture lost online sales opportunities, classify and prioritize them, and then distribute them to the best available sales representatives. When omnichannel capabilities power your digital channels, you can:

  • Increase sales conversion rates by promptly delivering each opportunity to the best available sales rep and quickly follow up and secure orders
  • Quickly identify and follow up with online abandons to make potential customers feel valued and more likely to buy
  • Automate the distribution of abandoned online transactions to improve sales attribution and reporting, increase the efficiency of sales reps and reduce management overhead
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Mine interaction data to increase conversions

Tap into a wealth of customer interaction data and combine it with information from your sales systems to create marketing campaigns that increase conversions. Focus on interactions to positively affect sales outcomes. Use real-time insights from online and offline engagement data—including recordings—to help reps sell more effectively to the appropriate accounts. With full context of prospective interactions across channels, sales reps can recognize and act on opportunities to improve conversion rates and meet goals.

Increase revenue and reduce costs by orchestrating omnichannel customer journeys

Digital for sales

Improve sales performance with integrated channels

Reps who don’t recognize an opportunity and act on it miss conversations and prospects that could result in qualified leads or sales. That has a big impact on conversion rates. To solve this, combine online and offline engagement data and make it available in real time. Then match the right lead to the right rep for informed conversations on any channel.

Giving reps relevant information and guidance empowers them to better manage every interaction. And better-equipped sales teams can target and act on opportunities, creating more leads, more sales conversions and correctly attributed results.

Three steps to humanizing today’s omnichannel shopping experience

Stop the smiling and dialing

Reap campaign rewards from omnichannel digital engagement and bring in more valuable leads for sales reps. With omnichannel capabilities, you can design a campaign to drive high-value inbound calls to the contact center. At the same time, you’ll create outbound campaigns that provide information for telesales teams. More efficiently contact, acquire, engage, up-sell and win customers with campaigns on any digital channel.

Unlike some of the more traditional implementations, Axis Bank is using Genesys technology for digital acquisition. Sales productivity improvement has been one of the key factors of improvement that we’ve seen vis a vis traditional channels. Also our cost of acquisition has gone down.

Dayakaran Sridhar, Senior Vice President, Digital Acquisition & Customer Engagement, Axis Bank

Proactively engage prospects to drive sales

Use artificial intelligence (AI) and machine learning to determine which online journeys lead to sales, and to directly engage prospects and customers while they are on your website—or after they have left. Predictive engagement takes you from mapping to shaping your customer journey and maximizes sales conversion rates.

  • Use AI and machine learning to guide prospects toward your website goals
  • Remove customer frustration by predicting when they need help and engaging them through the right channel
  • Reduce contact handle time by giving sales reps the complete journey context

Shape customer journeys

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Sell more with machine learning

Traditional KPIs were once the top performance measurements. However, the rise of digital channels has created huge volumes of data and a more complicated matrix. Because leads come from multiple sources over time, that data is unorganized and disconnected from associated accounts.

Machine learning predicts the right match between prospect and sales rep. Omnichannel capabilities use this learning and work in real time to automatically match the lead to the right rep—with relevant context and insight into customer behavior. Sales reps have access to the right information at the right time, so they can take action. With accurate attribution of each action to an outcome, you’ll have a better conversion strategy.

Put data to work and hit your quota faster

Use customer data to its full potential. Combining customer interaction data with sales systems data will transform it into useful information for your reps. This enables them to focus on interactions that are proven to affect sales outcomes.

With real-time insights into on- and offline engagement data, including recordings, reps will sell more effectively into accounts that are ready to listen. Give them full context of prospect interactions across channels, empowering them to recognize opportunities and act on them. The result will be better conversion rates and sales reps who meet—or exceed—their goals.

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We’re having conversations that we would not have otherwise been having. These are new conversations—customers in the past had browsed the website and dropped off.

Paul Cahill, Head of Digital and Direct, Credit Union of Australia

Increase sales conversion with a proactive customer experience with Genesys Web Engagement

Digital for small business

Take advantage of new ways to serve customers

Today, all companies—regardless of size—must be able to offer omnichannel customer engagement to connect with customers and prospects on the digital channel of their choice. Small businesses once thrived by finding their niche and making the most of it. But word-of-mouth advertising and a local phone number are no longer enough in this increasingly digital age.

The proliferation of mobile devices, social media, chat and email, and their widespread availability, means your customers want to interact with your brand across many channels and devices. Omnichannel capabilities make it easier to engage with customers by integrating all digital channels and voice into a single view.

Engage with customers in an ultra-connected era

Give every customer your best image

Give every customer your best

Providing personalized customer service and taking advantage of agility are two key differentiators that are often overlooked. But using modern tools that give you visibility into the customer journey levels the playing field and helps you achieve all the same benefits while improving customer satisfaction.

Using business rules, you can make real-time customer engagement decisions based on context and send leads to the best available rep. Unifying your digital channels for a single view of the customer is a major differentiator for your business.

Everything in its right place

Customers interact with your company multiple times and in multiple ways—phone, chat, email, mobile app and social channels. If your sales and service reps don’t have the context from previous interactions, or if they need to switch among multiple systems to get that context, customers can receive a disappointing experience. It’s frustrating for the prospect and your rep. Step your game up with a single, omnichannel agent desktop that lets reps and supervisors handle all interactions—whether they’re digital or voice. A single view of prospects and customers puts necessary context, history and knowledge of customers at your reps’ fingertips for all channels.

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More insights, bigger commissions

Tap into the gold mine of customer interaction data. Combine it with data from your sales systems to transform it into useful information that increases sales conversions. Reps can focus on aspects of interactions that are proven to impact sales outcomes. With real-time insights into online and offline engagement data—including recordings—your reps will sell more effectively to customers who are ready to listen. With full context of interactions across channels, sales reps can recognize and act on moments of opportunity to improve conversion rates and deliver on business outcomes.

Cost savings and benefits of a cloud-based omnichannel contact center solution for small businesses

PureCloud Digital

Craft seamless customer experiences with social channel management

Today’s customers want to move between service channels without having to repeat their situation. Follow conversations everywhere with the Genesys™ PureCloud™ platform—and turn calls, email, chat and social comments into a seamless conversation. The simplicity of a platform that’s built from the start to be omnichannel lets you focus on delivering great customer service—while reaping the business benefits of having just one vendor, one bill and a unified tech stack.

Complete interaction history

Capture customer conversations in one place, making it easier to identify trends. With a complete interaction history, employees have the context they need to solve problems, deliver more personalized experiences and build stronger relationships.

One intuitive interface

Make it easy for employees to interact with customers across all channels. A common routing engine provides a single list of active interactions with consistent controls. And employees get everything they need—channels, interaction types, customer context and performance insights—without juggling between separate, siloed systems.

Streamlined collaboration

Built-in collaboration and unified communication tools make it easy to reach out across teams, breaking down contact center and business unit silos. Improve collaboration and increase access to expertise to leverage the power of the entire organization, resolve problems faster and create better experiences.

Simple exchanges with screen share and co-browse

Using screen share or co-browse lets customers show and tell with agents, so agents can quickly grasp the issue and actively guide the customer to a solution. Both technologies help your customers share what they’re looking at—with subtle and important differences.

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Screen share capabilities

When customers need to share non-web browser content, then screen share is the best choice. Configuration flexibility also supports the ability to embed this capability directly into your proprietary desktop application.

Co-browse options

Use co-browse to add the lightweight Genesys PureCloud JavaScript library to the web pages you want to make shareable. Because co-browse transfers underlying textual data, it filters out sensitive information before it leaves your customers’ computers. Agents are empowered with on-screen tools like click annotations, and they can optionally “take control” of the web page.

Calculate your PureCloud ROI

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The real beauty of PureCloud is that it’s constantly incorporating the latest and greatest so however customer expectations change, we can adapt—and do it quickly and cost-effectively.

Ian Roberts, Operations Leader, Quicken Customer Care

PureEngage Digital

Deliver consistently awesome customer journeys across multiple channels

Transform your customer journeys with Genesys Digital, a suite of digital channels and capabilities built on a common infrastructure within a single call center platform. By eliminating silos and reducing costs, the suite simplifies the management of your environment. And through integrated agent application, workforce management and analytics, your customers get a consistent, seamless experience.

We knew that Genesys was already one step ahead of other vendors for digital engagement – SMS, email and chat. It became clear the learning curve for my team would take longer with other vendors than it would with Genesys. We are very satisfied with all the Genesys solutions we’re using.

Martin Marois, Senior Manager, IT for Contact Center Technologies, Vidéotron

Deliver the experiences your customers expect

Most customers begin their journey on a website, jump to a mobile app and only shift to a voice channel when they need further assistance. While they want to use multiple channels, they also expect to navigate easily across them. Roadblocks to seamless, consistent and personalized journeys lead to high abandon rates and lost revenue. Customer experience is the most powerful differentiator in business.

An omnichannel approach lets you design customer journeys so they’re actionable. Monitor journeys with business decisions and use orchestrated routing across web chat, email, SMS, social and messaging apps. Omnichannel capabilities unify inbound and outbound digital communications to deliver consistent, contextual insights. The result is an effortless experience across all channels, touchpoints and interactions.

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Kate ai

Build new opportunities with automation and Blended AI

For a better digital customer experience, artificial intelligence (AI) automates tasks from setting appointments and troubleshooting problems, to powering robust self-service capabilities. But humans are still critical to digital success.

Genesys Blended AI is a hybrid approach that’s powered by Kate, our Customer Experience AI. Kate combines AI, bots, machine learning and microapps with the power of humans, for personalized, proactive and predictive experiences. Letting Kate collect information, process voice and digital data and analyze it at machine speed, gives agents more time for personalized service. As a hybrid execution of both AI and human interaction, Blended AI delivers seamless customer and employee experiences—a powerful differentiator for your smart business.

Your digital workforce

Genesys Digital, with workforce optimization capabilities, automates forecasting and scheduling across channels to improve staff productivity. Drive efficiencies with omnichannel and you’ll improve employee morale.

Increase revenue and reduce costs by orchestrating omnichannel customer journeys with Genesys Digital

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