Make the most of every email interaction in your contact centre

Fully integrated email interactions

To deliver seamless experiences across all channels, you need to capture all customer interactions in one place — email included.

Genesys contact centre software brings your customer email communications into one system and interface, just like it handles calls and chats. This unified approach helps you understand customer conversations better, solve problems faster and get more value out of email interactions.

Smart email routing

Get emails where they need to go, whether that’s to a shared mailbox or a specific agent. Genesys software uses the same ACD routing engine and evaluation methods for email messages as it does for phone calls and live chats. That means you can use skills-based routing to consider skills and language requirements and then route emails based on business rules, priority and resource availability.

Better agent experience and efficiency

Make email support quicker and easier for agents. Our software lets you automatically blend emails with other interaction types This pushes emails to agents’ inboxes according to their workloads.

You can specify how many email interactions that agents can handle at one time. You also can determine if other interaction types take priority and interrupt email interactions. With our unified desktop, agents can move seamlessly between media types with all the context they need.

Email analytics and performance insights

This unified approach gives you clearer insights. With centralised reporting, you can see historical and real-time performance for email, alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience, backed by data.