Deliver a personalized, seamless customer experience with every voice interaction
Despite the growing adoption of self-service, voice has become the go-to channel for escalated interactions. So, it’s important to get it right. This means matching each caller with the best representative across any location or infrastructure and providing the differentiated omnichannel experience that customers expect.
Maximize the value of every phone interaction and deliver a loyalty-building customer experience with Genesys Inbound for the PureEngage platform. Unify voice and digital with a single omnichannel platform and improve service while virtualizing operations across your enterprise.
Modernize legacy infrastructure and accelerate customer experience innovation
As the number of digital channels continues to increase, it’s critical that calls and digital channels are handled on the same platform to avoid disconnected customer journeys. Solve this challenge by transitioning from an aging PBX and ACD infrastructure to a SIP-based solution.
Address your business needs while removing dependency on outdated technology. Genesys Inbound enables you to:
- Create multimodal customer conversations
- Virtualize operations across the enterprise
- Unify voice and digital with one omnichannel platform
- Simplify management, configuration and administration with a single interface
- Evolve from your proprietary PBX/ACD infrastructure at your own pace
“The Genesys platform scored highest not only for inbound and outbound but also for our omnichannel future.”
—Shane Kinahan, Head of Contact Center, Blue Insurance
Differentiate your customer experience
Improve customer loyalty with every voice interaction by personalizing each contact according to omnichannel history and customer context. Use defined business priorities to segment and prioritize interactions based on criteria, such as business value, desired service level, required resources and current contact center traffic conditions. Meet service levels for phone interactions without creating complex routing strategies or adding resources.
Gain the measurable benefits of applying personalized routing treatment to voice interactions:
- Reduce transfers and lower average handle time
- Increase revenue by improving business outcome resolution
- Boost first contact resolution and sales
- Enhance customer retention through personalized interaction
Route calls seamlessly across your virtual contact center
Success hinges on maintaining flexible and agile operations, even if you have a distributed workforce. Create a unified, virtual contact center across geographically dispersed teams with Genesys Inbound. Optimize all available resources and balance workloads across multiple sites.
- Increase resource efficiency
- Reduce workforce expenses
- Increase flexibility
Gain deeper insights into every voice interaction
Having greater visibility into your workforce enables you to better align agent skills to necessary tasks, facilitate accurate long-term planning and scheduling, and meet business objectives. You have the power and knowledge to adapt—in real time—to changing contact center conditions and resource availability.
With Genesys, you have real-time monitoring of key voice interaction data, including the number of interactions in a queue, average wait times, SLA adherence and staff activities. Comprehensive information analysis with intelligent, business-oriented historical reporting tracks all necessary data related to contact center activity—from records for each interaction to high-level summary reports.