Make excellent customer experience effortless for your team
Prospects interact with your company by phone call, chat, email, mobile app or social channels. When sales and service reps have to switch between screens to get context from previous interactions, it creates a disjointed experience that frustrates your team and your customers.
Improve your customer experience with a single, omnichannel desktop that handles all assisted consumer interactions. When reps can see an entire prospect’s journey, they can manage and optimise experiences—and turn prospects into customers who keep coming back. A single view gives reps the necessary context, history and knowledge of the prospect at their fingertips, reducing handle time with an effortless experience for all.
Connect agents with customers and empower high-quality experiences
Blend interactions from all engagement channels—voice, video, digital and internal work items—and send them to the desktop of the best-skilled, available agent. Intuitive and easy-to-use tools empower reps to deliver consistently high-quality experiences. Look for core functionality to process contacts and follow each interaction through to completion. And add call disposition and reason codes on sales and service rep notes. When agents have more challenging issues, support collaboration with supervisors and experts, or third-parties, by voice, video or instant messaging. Giving supervisors a deeper level of collaboration lets them monitor interactions and coach sales reps in real time.
Blueprint for success:
Design the perfect cloud contact centre solution with our CX blueprint tool.
Give agents the context and knowledge to get the job done
When contact centre agents have quick and easy access to information, they can deliver an efficient and personalised experience every time. Give agents the tools that help them do their jobs faster and easier:
Preview pop-ups and screen pops that show who is contacting them and why
Access to customer contact profiles, current case information and interaction journey history, including notes—as well as other business systems, knowledge bases and standard response libraries
Dynamic scripting to guarantee consistency and regulatory compliance
With channel consolidation, context, knowledge and integration, you’ll also have more engaged and happier sales reps who will build better relationships with prospects.
Automate workflows through a simple, unified desktop
For any type of deployment, an omnichannel desktop optimises sales workflows by integrating with business systems. And it lets you use plug-in modules to meet business needs. With a common user interface framework and data integration through open APIs, a unified desktop can:
Integrate customer identification, verification and validation, along with contact context and contact reason, across all interaction channels
Centralise system, business administration and supervisory management
Closely integrate CRM systems and other sales-related systems, including passing data during or after contacts
Simplify your customer engagement environment
Manage engagement channels through a single user interface to eliminate the software release cycle dependency between the customer and lead engagement environment and other business systems. This also removes integration requirements when you want to add a new channel—and you’ll have all sales and service reps, skills, queues and reports already in place. Reduce the burden on IT and save time:
Clear architectural boundaries between channel systems that manage customer engagements and the systems that manage records and transactions
Increase business agility through separate interaction channels
Reduce TCO with in-system management and improve administration efficiency
PureEngage Omnichannel Desktop
Deliver fast and personalised service every time
Customers interact with you in many ways—phone, chat, email, mobile apps or social channels. If your agents don’t have context from past interactions, or they need to switch between multiple systems to get that context, the customer journey becomes a series of disjointed experiences. This leads to frustration for both customers and agents.
The Genesys omnichannel desktop for the PureEngage™ platform, based on Genesys Workspace, is available both in desktop and web editions. It handles all assisted customer interactions through a single user interface. Employees can optimise customer experiences with context, history and knowledge—reducing contact handle time that is further improved with automated workflow. Agents see the entire customer journey, manage all interactions from any channel and collaborate with others to address outstanding issues.
Orchestrate omnichannel interactions and collaborate across the organisation
Using Genesys Omnichannel Routing, interactions from all engagement channels—voice, video, digital and internal work items—are routed automatically to the desktop of the best-skilled, available employee. In the Genesys Workspace, agents have intuitive and easy-to-use tools to deliver consistently high-quality service. There’s core functionality for processing customer contacts, including receiving, consulting, transferring and completing interactions. When an interaction completes, employees can enter notes, call disposition and reason codes. They also can receive individual and contact centre KPI statistics to gain insights into their own performance. Agents can collaborate with supervisors and experts, or third-parties, by voice, video or instant messaging. And supervisors can monitor interactions and coach employees in real time.
Find the right omnichannel contact center platform for your business