What is a multi-channel cloud call center?

A multichannel cloud call center is a customer experience platform that integrates multiple touch points — voice, text, social media and web — making customer interactions accessible via an internet server. Your team can access a multichannel cloud call center from virtually anywhere, which eliminates the need to have a physical infrastructure. It also reduces incremental costs associated with expanding call center capabilities.

How Genesys can help

The Genesys Customer Experience Platform allows you to design a custom and cost-effective multichannel cloud call center to deliver a personalized and seamless customer experience. The single software platform makes it easy to manage the customer journey. And the cloud deployment means your call center is scalable and flexible enough to meet your future business needs.

  • Avoid compartmentalization among different channel management needs
  • Carry context across multiple touch points to optimize the end-to-end customer experience
  • Personalize the journey across all channels — voice and digital
  • Streamline customer service by anticipating customer needs

Increase operational performance while increasing customer loyalty and satisfaction. To learn more, download the ebook on the benefits of modernizing to a multichannel cloud call center.

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