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Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Bring your customers’ email messages into a single omnichannel interface and deliver more seamless experiences. Empower agents to search for related interactions across channels to better understand customer concerns, solve problems faster and get more value out of every email exchange.
Navigate high email volumes with an automated email management system. Maintain distribution visibility, set priorities with business rules and route email to the right agents for fast and effective resolutions. This helps you balance employee workloads, reduce labor costs and meet SLAs.
A unified approach gives you clearer insights. With centralized reporting, you can see historical and real-time performance for email alongside other channels. Spot trends, identify issues and evaluate performance to consistently improve your customer experience, backed by data.
Automatically capture, classify, prioritise and route email with advanced management tools. Configure rules to prioritise messages based on key criteria, such as a customer’s relative value to your company.
Oversee email KPIs with real-time analytics and historical reports. Analyse trends by customer segments or agent interactions, and boost email response rates and customer satisfaction with actionable insights.
Email never looked so good. Our email management tools enable inline images, attachments and rich text formatting. Agents can add bullets or numbers, change colors and fonts, or highlight important text in bold.
Stay consistent and respond to customers quickly with standardised replies. Agents can edit standard responses to customise messages and add frequently used inline images with a single click.
Signed, sealed and delivered. Using your own “Mail From” domain gives you more flexibility in complying with email authentication protocols. Our software gives you this option.
Clear the clutter by blocking specific addresses from emailing agents. And let automated virus and spam detection mark messages for review, keeping inboxes free and clear of problems.
In the ever-evolving world of customer experience, newer channels like social media, messaging and bots tend to get a lot of attention. But your email address remains one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support.
Despite the importance of email, many organisations lack the systems and processes capable of effectively managing large backlogs. Individual agents often have difficulty finding the most important email message to work on first, wasting valuable time cherry-picking the ones they want. Yet the categorisation and routing capabilities from Genesys automatically get the right message to the right agents — for the right results. With our highly efficient email management software, you can create an integrated email experience that delights your customers and sets you apart.
of customers now expect immediate engagement when they contact a company
Salesforce, 2020
Email is one of the fastest, easiest communication channels for customers. To make it fast and easy for your customer service team, centralise email with your other communication channels. With contact centre software from Genesys, you can embrace email as an important method of communication and improve response times and customer satisfaction across all channels.
To deliver seamless experiences, you need to capture all customer interactions in one place. Genesys contact centre email software brings your customers’ email communications into one system and interface, just like it handles calls and live chats. This unified approach helps you understand customer conversations better, solve problems faster and get more value out of email interactions.
Get email messages where they need to go, whether that’s to a shared queue or a specific agent. Genesys software uses the same routing engine for email messages as it does for voice and other digital interactions. That means you can route email based on skills, language requirements, priority, availability and more.
Route email to the right agent according to their workloads, and automatically blend email messages with other interaction types. You can specify how many email interactions agents can handle and interrupt email interactions if another channel takes priority. Agents can move seamlessly between media types with all the context they need.
Centralised reporting brings all your email analytics into one place. Identify recurring issues, monitor real-time channel performance and generate comprehensive historical reports. Use your data to make clear and effective decisions, and monitor the results of changes to continuously improve your email customer service.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.
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