What Is Omnichannel Customer Service?

Omnichannel customer service consists of numerous interactions across multiple touch points between a customer, or prospective customer, and product or service provider.

Today’s tech-savvy customers expect seamless interactions, regardless of the various channels or devices they choose. Most companies can support multichannel customer engagement—voice, email, web. However, the challenge is to support multiple channels simultaneously within a single interaction. A lack of integration creates repetitive information, disjointed communication and, ultimately, frustrated customers and employees.

How Genesys can help

Great customer experience drives business results and customer loyalty. With Genesys you have the tools to manage customer journeys across one or more channels. You’ll know who is contacting you and how to get them immediately to the best possible resolution. And your teams will have the information and applications they need—right at their fingertips.

Count on Genesys for great customer experiences that drive lasting relationships and impressive business results —now and in the future.  Look to us for the capabilities and expertise that define the next generation of customer experience.

  • Artificial intelligence and bots
  • Internet of things (IoT) integrations with Google, Amazon and Apple Business Chat
  • Predictive routing based on machine learning
  • Virtual and augmented reality, including video customer support

Deliver the engaging, integrated service your customers expect. Download the eBook to learn how to deliver an omnichannel customer service.

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