10 Reasons why the Genesys customer experience platform is the right choice for your contact center

10 Reasons why the Genesys customer experience platform is the right choice for your contact center

Having a platform that manages only interactions and work items is not enough. You need a solution that interoperates with your existing systems, so you can leverage contextual data to orchestrate your customer journeys.

End-to-end, omnichannel journey management

Many organizations offer multiple channels to their customers, yet these channels are often controlled by disparate systems. This creates erratic experiences and significant manual work for your operations teams. Our powerful platform unifies all communication channels, interactions, and work items so you can design, monitor, and tune the entire customer journey and deliver a consistent, omnichannel customer experience improving top-line and bottom-line growth.

Acceleration of desired business outcomes

The Genesys Customer Experience Platform is designed to boost measurable improvement of KPIs such as Net Promoter Score, customer satisfaction, and conversion. Our solutions also give you the ability to meet more traditional call center metrics, including first contact resolution, average handling time, employee occupancy, transfer rate, and more.

One solution for infrastructure and workforce optimization

The Genesys Customer Experience Platform integrates workforce optimization with your contact center infrastructure, vastly simplifying your operations. Powerful features allow you to identify high-performing areas as well as inefficiencies and gaps—and then use that information to vary routing, work assignments and supplement agent skills. With precise, multichannel forecasting, you can anticipate workload demands and address unexpected fluctuations. Optimize processes, refine your products and services, and even ensure regulatory compliance with our single, integrated platform that promises a unified 360 degree customer view.

Integration with existing architecture

Having a platform that manages only interactions and work items is not enough. You need a solution that interoperates with your existing systems, so you can leverage contextual data to orchestrate your customer journeys. The Genesys Customer Experience Platform integrates with leading CRM software—such as Salesforce, Oracle, SAP, and Zendesk—right out of the box. You can also use our rich APIs to combine the power of Genesys with your specific IT systems and transform your overall customer experience.

An omnichannel agent desktop

One of the challenges of multi-channel operations is that agents often are forced to use different desktop applications when engaging with customers. This hinders their ability to automate tasks, limits insight into customer journeys, and introduces operational inefficiencies. A single desktop application that works with your CRM applications and controls all interactions and work items enables your agents to provide consistent, contextual customer service.

Effective administration of distributed contact centers

Large contact center operations that use disjointed systems and that are distributed over many locations—including branches, back offices, and outsourcers—present challenges and inefficiencies. With the Genesys Customer Experience Platform, you can create a virtual workforce pool, achieve economies of scale, and exert greater control over all locations and operations. Integrated multi-channel dashboards, workforce planning, and skills management applications empower your team to meet SLAs across all channels, every single day.

Flexible deployment

Our platform scales with your needs and supports any type of deployment: on-premise, cloud, or hybrid. Unlike other vendors, our solutions are tailored to the needs of contact centers of all sizes, budgets, and customer support requirements. Choose from a range of capabilities to help differentiate and personalize customer service and support.

Trusted, global expertise

With more than 25 years of experience, Genesys will ensure a successful deployment and help optimize your operations. We’ll devise strategies to fit your needs, help you add applications faster, raise productivity, and satisfy your regulatory compliance
requirements. Genesys works with your team to share robust technical knowledge and offer flexible training options—so your team can get the most from your Genesys Customer Experience Platform.

Recognition as a Gartner Magic Quadrant leader for eight consecutive years

Genesys has been a Leader in the Gartner Contact Center Infrastructure Magic Quadrant for eight years in a row and leads the industry in what Gartner calls “completeness of vision” and “ability to execute.” Our proven track record in contact center and customer experience innovation creates a solid foundation for building and executing your customer experience strategy.

CX innovation and contact center expertise

Exceptional customer experience demands innovation, and Genesys has a long track record of innovation in both cloud and on-premise customer engagement solutions. We help organizations achieve the best possible outcomes by orchestrating epic omnichannel customer journeys that build lasting relationships with customers.

"We’re thrilled with Genesys Cloud CX, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades."

Dwayne Calder

Managing Director

Insights & Enablement, Client Care

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