Due to a growing digital influence, customers are rapidly turning to communication channels beyond traditional voice. To provide superior customer service, your contact centre must be prepared to deliver a consistent, multichannel customer experience.
Genesys empowers you to serve your customers quickly and efficiently with the Gplus Adapter for Siebel, a pre-packaged integration between the Genesys platform and Oracle Siebel CRM service and marketing applications. The Gplus Adapter is a critical component that helps provide your sales and service staff with a unified agent desktop and complete customer information within the Siebel interface, enabling personalised service across multiple channels.
Supported by Genesys and Oracle, the Gplus Adapter for Siebel uses standard Siebel tools and interfaces to ensure consistency, speed, and reliability in deployment while reducing customisation costs.
Deliver superior customer experience
Resolve common customer experience pitfalls such as long queue times and multiple transfers with the Gplus Adapter. Using Genesys real-time orchestration, intelligently prioritise and route every multimedia interaction to the best available agent, and utilise Genesys Enterprise Workload Management to forward tasks to the appropriate departments.
Through the combined power of Genesys and Siebel CRM software, customer records are conveniently attached to every interaction, enabling service and sales staff to create a consistent customer experience across multiple channels. Screen pops of relevant customer information provide complete context of the existing relationship and allow the agent to conduct relevant, personalised conversations with each customer. With efficient, real-time routing and personalised service, you can provide your customers with a superior experience, resulting in shorter handling times, fewer transfers, and increased efficiency of operations.
Improve productivity with intelligent multimedia routing
Through the use of Genesys routing capabilities, ensure the most critical items are handled first. Interactions are prioritised in real time and matched and assigned to the best agents or back-office workers based on customer profiles, class of service, history, and needs. Agents can handle up to six concurrent interactions, increasing agent productivity.
The Gplus Adapter for Siebel provides blended media routing of voice calls, emails, web chats, and work items. Genesys Chat is fully supported within the Siebel web chat agent interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation.
Reduce costs of service
Eliminate additional agent training with a unified agent desktop that integrates multiple interaction channels within the familiar Siebel CRM interface. Within a single desktop, agents can now handle interactions across all media types for service, sales, and marketing. By having access to a 360-degree view of the customer, agents are able to achieve better first contact resolution (FCR) and provide customers with a seamless experience.