Inbound call center

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 leveraging an inbound call center solution that enables you to match each caller with the best representative across any location or infrastructure and providing the differentiated omnichannel experience that customers expect.

Take advantage of every phone interaction to build customer loyalty with inbound capabilities in Genesys Engage. Unify voice and digital with a single omnichannel platform and improve service while virtualizing operations across your enterprise.

Differentiate with customer service

Improve customer loyalty with every voice interaction by personalizing each contact according to omnichannel history and customer context. Inbound call management from Genesys allows you to 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 with advanced inbound call routing capabilities.

• 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 Inbound, 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.

Learn more about Genesys Engage