Customer service—an integral part of the business process
One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints.
A single, integrated interaction environment
The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions.
Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funnelled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies.
Genesys CIM allows companies to virtualise their resources regardless of the deployment model—on-premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact centre personnel to optimise the customer experience and reduce contact centre staffing requirements.
A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact centre infrastructure allows you to leverage that investment while deploying a state-of-the-art customer service platform.
The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour