What is a multichannel cloud call centre?

A multichannel cloud call centre is a customer experience platform that integrates multiple touchpoints — voice, chat, social media and web — making customer interactions accessible via an Internet server. Your team can access a multichannel cloud call centre from virtually anywhere, which eliminates the need to have a physical infrastructure. It also reduces incremental costs associated with expanding call centre capabilities.

How Genesys can help

The Genesys Customer Experience Platform allows you to design a custom and cost-effective multichannel cloud call centre to deliver a personalised and seamless customer experience. The single software platform makes it easy to manage the customer journey. And the cloud deployment means your call centre is scalable and flexible enough to meet your future business needs.

• Avoid compartmentalisation among different channel management needs
• Carry context across multiple touchpoints to optimise the end-to-end customer experience
• Personalise the journey across all channels — voice and digital
• Streamline customer service by anticipating customer needs

Increase operational performance while increasing customer loyalty and satisfaction. To learn more, download the ebook on the benefits of modernising to a multichannel cloud call centre.