Business Automation
Capture all work items from all sources and find the best resource across your organisation with business automation
Personalise the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Run your contact centre with software that makes great customer experience easy.
Be in touch anywhere, anytime with an all-in-one suite of digital channels.
Power your contact centre with Genesys AI for personalised experiences at scale.
Attract, nurture and retain the best agents for your call centre.
Craft a custom call centre with apps and integrations.
Support employee questions at scale with a modern help desk.
Power deeply connected experiences through the seamless, all-in-one contact centre solution.
Deliver competitively superior customer experiences and digital transformation at scale.
Bring the best of AI chatbots and human support together with Genesys DX.
Reach new heights with your clients, offering them guidance and our market-leading solutions. Join us on the journey to Experience as a Service.
Set your customers up for long-term success with market-leading solutions from Genesys.
Benefit from our alliances with global technology brands and integrations with platforms your customers use.
Guide your clients to provide Super Human Service. Get the information you need to stay informed on all things Genesys.
Solve Genesys users' needs and enhance experiences by creating solutions and selling them in our AppFoundry Marketplace.
If you're looking for help implementing or expanding a Genesys solution, our global ecosystem of partners are ready to help.
We’re constantly innovating. See the latest customer and employee experience releases.
See how Genesys solutions meet and exceed modern security standards.
Choose a dedicated partner that works with you before, during and after your deployment.
Discover a community of continuous learning and innovation for customer experience professionals.
Learn how to serve customers where they are and guide them on more productive journeys.
Explore ways to engage and empower your team — because helping people is a great job.
Maximize your customer experience technology to reach your goals and delight customers.
Win and keep customers with a blended approach to sales, marketing and support.
Save the date for these upcoming Genesys events — virtual and in-person.
Gain insights from customers, employees, industry thought leaders and more.
Watch and listen your way to better customer experience and more connected moments.
Extend functionality without directly using an API. No programming required.
Net Promoter Score (NPS) is a key indicator of customer loyalty. These three best practices deliver a customer experience that increases your NPS:
Keep reading for more details on how to begin improving your Net Promoter Score.
Unlock the data that you already have on all of your customer interactions. Turn it into actionable information that you can use to anticipate customer needs. Predictive routing uses artificial intelligence (AI) and machine learning to mine your valuable data. Create the best match for every customer, whether it’s self-service informed by use cases and customer data, or a live agent with the ability to create the desired business outcome. With an omnichannel desktop, all of the information that the agent needs to personalise the experience is right in front of them.
Customer journeys rarely occur on a single channel. They might begin on a website or mobile app, move into social or SMS, and then turn into a phone call when your customer can’t get the answer that they need. It’s important to provide a consistent customer experience across every channel. Recognise and use previous interactions to personalise the experience. Use a single customer experience platform that integrates your channels and has the flexibility to add new channels as customer preferences change.
Sometimes the best customer experiences involve proactively informing customers or solving their problems without them having to contact you. When you send highly personalised, timely and relevant notifications through your customer’s preferred channel, you create effortless interactions and improve engagement. Proactive notifications could include order confirmations, fraud alerts, outage notifications, payment confirmations and more.
The key to using proactive and automated communications to build relationships is to make it intuitive. Make it easy for customers to contact you and engage an agent for additional help when needed.
“Vodacom already had the highest NPS across consumer and enterprise, but we didn’t want to rest on our laurels. We want to be the world’s best for customer experience—so we built NPS into the agent’s desktop. After each contact they get a score and adjust their behaviour based on feedback”.
David Morrow, Managing Executive for Digital & Customer Experience, Vodacom
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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