Improve every experience with customer journey orchestration

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Enhance customer experience and operational effectiveness

Help customers reach their goals

By recognizing intent and prior experiences, you can ensure every interaction helps customers progress toward their goals.

Reduce the cost to serve

Proactively resolve issues to maximize self-service rates, reduce unnecessary channel switches and minimize repeat call volume.

Boost your agent efficiency

Use intent and prior behavior to route customers to the best agent and provide visibility into actions customers have already taken.

Infuse every interaction with rich journey insights

Journey-driven audience activation

Move beyond static customer segments by activating journey-driven audiences. Use Pointillist Audiences to orchestrate more relevant experiences that better reflect individual customer intent, prior experience and behavior.

Web personalization

A journey-driven approach can improve customer interactions across touchpoints. Provide personalized web content that offers the right next step based on individual preferences and experiences.

Contact routing and insight dissemination

Make your agents’ lives easier. Route calls to the right person based on customer goals and previous experience. Easily resolve issues more quickly and provide a more empathetic experience.

Boost loyalty with customer journey orchestration software

Journey orchestration goes beyond traditional personalization techniques. It leverages customer journey data from every channel, source or system. This way, each interaction reflects a customer’s entire experience with your organization — not just a current interaction. As a result, every moment of engagement is highly personalized for each individual, because the interactions a company takes are based on each customer’s objectives and preferences.

40%

of customers said they’d be more likely to stay with their financial services provider if it offered more personalized service

Beyond Personalization: Three Reasons to Focus on Customer Journeys, The Financial Brand

Extend personalization with customer journey orchestration

Customer experience, marketing and operations leaders use customer journey orchestration software to deliver personalized experiences that improve business outcomes.

Improve every experience across all your touchpoints

Customers engage with your organization through a variety of channels and are often active in multiple journeys at the same time. Actions taken to solve a customer’s problem could have unintended consequences if you’re not aware of their entire experience with your company across channels and time.

Pointillist integrates easily with your existing applications, like real-time interaction management, campaign automation, web experience management, contact center and workflow platforms. These platforms pull data from the Pointillist Customer Journey Data Hub. This ensures every email, text, chat and phone call is informed by the customer’s historical experience and current goals.

Personalize based on each customer’s goals

Providing personalized customer experiences is more than simply delivering the next best offer. Customer-centric organizations optimize engagement based on each customer’s overall experience — not just their most recent interaction.

Pointillist Audiences makes it easy to align personalization efforts with each customer’s unique goals. Tailor customer segments by activating or updating audiences based on customer attributes, time and behavior. This way, you can avoid creating poor experiences, such as automatically suppressing marketing email to customers trying to resolve an issue.

Test and optimize experience changes before you act

Most companies lack the comprehensive, up-to-date journey data needed to optimize each interaction. They’re forced to test experience enhancements on their customers to measure their impact.

With Pointillist, you can simulate journey improvements and determine the best outcome before you act. Run A/B tests to evaluate potential improvements without compromising your customer experience. Using the award-winning Pointillist interface, you can adapt personalization logic, compare journeys and potential impact, and rapidly visualize results at scale.

Maintain the unique way your organization works

Journey orchestration platforms typically force you to move all the personalization logic at every touchpoint across your enterprise into a single, complex rules set. This approach doesn’t work for larger companies, where a different part of the organization manages each channel and sub-journey.

Our flexible approach to journey orchestration works for even the largest, most complex enterprises — no matter how many systems you have or whether each has its own personalization logic.

Genesys Named a 2022 Leader

Forrester Wave™: Journey Orchestration Platforms

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Pointillist

End-to-end journey management software

Measure, monitor and orchestrate customer journeys to optimize experiences and improve business outcomes

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Agent Assist

Artificial intelligence

Chatbots

Knowledge management tools

Predictive engagement

Predictive routing

Virtual assistants

Voicebots

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Understand more about customer journey management

Five steps to get started with journey orchestration

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Customer journey management 101

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The ultimate guide to contact center optimization

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Personalize every experience with customer journey orchestration

Request a demo to see how customer journey orchestration software can enable you to engage customers through the most effective channels at optimal points along their journeys.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.