Conversation Manager

Delivering context and business rules management to orchestrate customer journeys

Today’s customers increasingly prefer selfservice channels to assisted service, and they often use multiple channels at the same time—expecting effortless, personalized, consistent service across them all. The ability to manage interactions across channels as a single, coherent conversation, is key to keeping your customers engaged and happy.

Powering the transition to omnichannel customer engagement

Increased digital access places greater pressure on contact centers to become omnichannel engagement centers. How do you manage customer engagement consistently across rapidly evolving touchpoints like mobile apps, websites, social media, chat, email, and your retail locations? How can you take advantage of the wealth of contextual information available to improve your customer’s experience and your own operational efficiency? How can you
manage data intelligently to know what action to take and when?

Genesys has designed Conversation Manager as an integral part of the Genesys Customer Experience Platform to help contact centers answer these questions. Conversation Manager offers a flexible context data store, business rules system, and visualization dashboards to drive real-time customer engagement applications that span multiple channels such as web, mobile, chat, IVR, and voice.

Collect context, engage customers, optimize outcomes

Conversation Manager facilitates customer identification and links interactions over time and across channels so you can track their history and create a 360-degree customer view. What channels are customers engaged on? Do they currently have items in their shopping cart? What is their past behavior and interaction history? Do they have a positive or negative social sentiment or survey responses?

Journey tracking serves as your company memory for actionable customer engagement information, available to your agents and to engagement applications to improve your customers’ experience. Through orchestration, your customer engagement applications can evaluate interactions in real time to understand customer behavior, history, and intent to identify and act on moments of opportunity. You can manage the steps before, during, and after each interaction as well as the transitions between touchpoints to maintain a consistent customer experience at each step along the way. The combination of orchestration, customer context, business rules, and predictive next best actions enables you to drive personalized, proactive, loweffort engagement.

With Conversation Manager, you have visibility into customer journeys to drive customer experience optimization. Integrating Conversation Manager with Genesys Workspace allows your agents to access customer profiles, KPIs, sentiment analysis, and timeline views of customer journeys with drill down for interaction context to ensure personalized, consistent, and low-effort assisted-service delivery. Managers have real-time, aggregate visibility into customer journeys across channels to monitor journey progress, uncover trends, identify root causes for problems, and optimize customer engagement.

The ability to recognize customers across multiple touchpoints, proactively address their problems, and deliver a personalized experience can create significant competitive advantage, increasing customer loyalty and maximizing their lifetime value.