Customer contact centre solutions
The experience that your customers want, the tools that your employees need
Give your employees the right tools to be productive and meet your performance metrics. Get a contact centre platform that integrates the latest technologies and digital tools with your existing systems. Deliver the service that your customers want on the channels that they prefer—and beat your first-contact resolution goals in the process. Your customers will thank you for it.
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We’ve got cloud clout.
Genesys Cloud isn’t just any cloud platform — it’s the industry’s best. Learn why leading analysts and customers of all sizes place Genesys at the top for cloud contact centre solutions.
Customer satisfaction that your competition will envy
Stand out as an industry leader in customer service. Your success depends on exceeding customer satisfaction metrics on a consistent basis, ensuring that every customer receives the attention that they need at every step of their journey. Enable your team to handle customer requests and issues across all of channels more efficiently, while meeting your metrics.
Resolve customer issues the first time
When a customer reaches out to you, they want a speedy resolution to their issue. Some customers want to speak to a live agent. Others embrace technologies like web chat and callback. No matter the communication method, your team must be able respond immediately, assess the situation quickly and handle issues using the right resources. With our contact centre platform, you can communicate with customers the way that they want, get insights into customer history and solve customer issues the first time.
MIT Technology Report: How global brands blend humans and AI to improve customer experience
Happy customer-service agents = happy customers
Prepared and knowledgeable staff are key to customer satisfaction and team motivation. Giving agents the right tools, training and real-time feedback increases their productivity. It also helps you to reduce turnover and retain motivated employees. With better insights into their skills and development plans, you’ll have better workforce planning. Plus, happy agents deliver better customer experiences.
Make every agent your best agent
Increase team effectiveness and better meet your SLAs with better visibility into how your customer service team manages individual customer engagements. Get the insights that you need to improve quality and reduce time to resolution. Automatically record calls and screen interactions. Use this information to drive individual and group improvement. Giving your workforce access to the right contact centre tools helps them to remain productive, meet team performance metrics and proactively manage workforce planning tasks.
This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come.
Jörg Knoop, Head of Contact Center and Telesales Capability, Vodafone Germany
Reach new heights with cloud contact center solutions
Cloud-based call center software gives your business greater flexibility and scalability—with lower upfront costs. As customer demand for new channels grows, a cloud contact center gives you flexibility and a host of modern tools that let you grow with customer expectations. The cloud also enables continuous updates, ensuring that your contact center is always running the most up-to-date software. An outdated solution makes work harder for your agents, decreases customer satisfaction and can be very costly to maintain. If you know it’s time to update it may be time to consider a cloud contact center.