{"id":118260,"date":"2017-08-02T00:00:00","date_gmt":"2017-08-02T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118260"},"modified":"2021-03-01T20:18:21","modified_gmt":"2021-03-02T04:18:21","slug":"frankenstein-and-it-solutions-ready-for-omnichannel","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/frankenstein-and-it-solutions-ready-for-omnichannel","title":{"rendered":"Frankenstein and IT Solutions: Ready for Omnichannel?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Creating and sustaining customer relationships across assisted and self-service customer service has become a necessity. But as customers interact with businesses on multiple communication channels\u2014IVR, web chat, social media, and more\u2014customer journeys can begin and end anywhere. It\u2019s up to IT to provide an enterprise architecture that enables the business to manage these channels in a way that\u2019s customer friendly. That is, managing exceptional experiences so they are seamless, proactive, and personalised across all channels and touchpoints throughout an entire lifecycle. This is the essence of omnichannel customer engagement.<\/a><\/p>\n

Contact centre solutions have evolved in parallel to become customer experience platforms. They support the vast number of channels, intelligence and analytics necessary to orchestrate optimal service experiences.<\/p>\n

Even so, misinformation and myths about omnichannel continue to circulate, due in part to a lack of understanding about key requirements from an architecture or IT perspective. What does it mean to successfully define and implement this type of transformative program?<\/a> And how does it tie to business results?<\/p>\n

It Begins with a Problem<\/strong><\/h2>\n

PayPal, the online payments system, couldn\u2019t scale to keep pace with its global growth and customer expectations. Long queuing forced multiple transfers for customers and long hold times. These global inefficiencies frustrated employees and customers. PayPal needed a transformation.<\/p>\n

The company responded by implementing a customer engagement platform that gave it:<\/p>\n

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  1. More insights for accurate forecasting and workload distribution;<\/li>\n
  2. Consistent improvement in NPS scores\u2014with an increase of 30 points in some markets;<\/li>\n
  3. Help in reducing employee attrition by about 33%.<\/li>\n<\/ol>\n

    The experience of PayPal\u2014as well as many others\u2014closely maps to a Genesys commissioned, Forrester Total Economic Impact \u2122 (TEI) study<\/a> that quantified specific costs and benefits of the Genesys Omni channel engagement approach. These include an average reduction of $20 million in infrastructure costs, and 12.5% improvement in agent handle times.<\/p>\n

    This ability to serve customers through every channel, including carrying forward context as the customer moves from one channel to another, is transformative. It\u2019s the difference between providing average customer service and engaging with customers to optimise the customer experience and drive real business results.<\/p>\n

    See PayPal\u2019s story of meeting rapid growth with Genesys:<\/p>\n