{"id":14849,"date":"2018-06-08T18:07:16","date_gmt":"2018-06-08T18:07:16","guid":{"rendered":"https:\/\/www.genesys.com?post_type=capabilities&p=14849"},"modified":"2025-10-13T02:41:25","modified_gmt":"2025-10-13T09:41:25","slug":"inbound","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/inbound","title":{"rendered":"Inbound"},"content":{"rendered":"

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Capabilities<\/a><\/div>
Contact center software<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”1\/2″ el_class=”order-md-1 order-5″][vc_single_image image=”568805″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column][vc_column width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text css=””]<\/p>\n

Choose an inbound contact centre solution you can rely on<\/h1>\n

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Be there for your customers no matter the channel or time<\/p>\n

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Get started<\/a>Get a demo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Meet your customers\u2019 needs across every interaction<\/h2>\n

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Keep the customer journey active<\/h3>\n

Today\u2019s customer journey can start anywhere. With the right inbound software, you can be where your customers are. Shape the journey across both self-service and agent-led experiences.<\/p>\n

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Be consistent \u2014 and always available<\/h3>\n

Whether customers interact with a human or a bot, offer 24\/7 support. And give them a way to move from self-service to agent assisted \u2014 even if it\u2019s a callback during business hours.<\/p>\n

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Show your customers you know them<\/h3>\n

Provide contextual conversations regardless of the channel in which an interaction takes place. Deliver relevant information directly to the customer or agent to accelerate a resolution.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Exceed your customers\u2019 engagement expectations<\/h2>\n

Genesys inbound call centre solutions give you a modern, streamlined approach to engagement. No matter which channels your customers use, give them the same fast and efficient service quality \u2014 and help agents deliver the type of empathetic experiences that build loyalty.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Offer support when a customer needs it<\/h3>\n

Customers expect the same support quality on all channels. To do this, inbound call centres must deliver the right information in the fastest, most efficient way possible.<\/p>\n

Simple self-service requests might be addressed by an AI-enhanced knowledge search engine. Our knowledge management tools let you access your content library, customer data and more, enabling bots and agents to speed problem resolution. More complex scenarios might require a voice call instead of a bot. For any scenario, offer the right level of support when it\u2019s needed.
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Route customers to the right resource \u2014 anywhere<\/h3>\n

Genesys makes it easy to manage geographically dispersed teams. With global omnichannel queues and versatile routing options, you can create a unified contact centre, optimise performance and balance workloads across multiple sites \u2014 all from a single product.<\/p>\n

Genesys inbound call centre software recognises repeat customers. It uses predictive routing to route customers to the last agent they spoke to, or to the best-skilled agent. Or they\u2019re offered the option of a callback. The effectiveness of predictive routing grows as your understanding of customers and their intent increases.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Empower employees to deliver empathy<\/h3>\n

Personalised experiences demonstrate empathy, building trust and customer loyalty. Using a single interface, agents have full context and history of customer service engagements. And agents don’t need to dig for answers \u2014 AI predicts the customer’s intent, anticipates what\u2019s next and surfaces a recommendation to the agent.<\/p>\n

With this insight, agents resolve customers\u2019 problems immediately, which reduces handle times. And they can personalise scripts with customised interactions. Agents influence outcomes, and customers get the support they want and need.
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Gain insights for inbound optimization<\/h3>\n

Using data and insights, you can inform and guide teams to create more personal, empathetic experiences. Data captured from all sources \u2014 even customer behavior on your website before they engage \u2014 lets you rapidly diagnose problems and resolve requests.<\/p>\n

You can search voice interactions for keywords and phrases, and mine recordings for insights into what customers want and opportunities for improvement. Genesys contact centre software handles all interaction analytics with a single application. Our no-code analytics capabilities turn analysts and business users into data scientists.<\/p>\n

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49%<\/p>\n

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of global consumers value first-interaction resolution most in a customer service interaction<\/p>\n

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Interact with customers based on their preferences<\/h2>\n

Design customer experiences that drive their desired outcomes \u2014 and your company\u2019s, too. This begins with ensuring their first touchpoint with your brand enables them to access the support they need. Whether they first reach out via your mobile app, website or social media platform, you must be prepared to deliver the experiences they want.<\/p>\n

With Genesys, you get an end-to-end orchestration platform that makes it easy to route and manage interactions based on each customer\u2019s preferences. Often, this means enabling self-service, including knowledge and bot-based interactions. Or, if more hands-on, technical support is needed, you can escalate that same interaction to a live agent with all context intact.<\/p>\n

Make your customers\u2019 and agents\u2019 lives easier with the Genesys inbound contact centre solution. With our technology, you\u2019ll be able to deliver consistent, reliable experiences whenever and wherever a customer needs you \u2014 every time.
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Make it easy for customers to engage with your brand<\/h2>\n

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Self-service with semantic knowledge search<\/h3>\n

Use an artificial intelligence (AI)-powered knowledge search to deliver the right information in the right moment. And gain a deeper understanding of their intent for future interactions.<\/p>\n

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Conversational AI<\/h3>\n

Prioritise first-contact resolution. With bots equipped with natural language understanding, you can handle more interactions in a way that captures and uses customer context.<\/p>\n

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Omnichannel inbound experiences<\/h3>\n

Connect all the ways your customers engage with you for a seamless experience across web messaging, SMS, email, voice, social messaging and more.
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Predictive, personalised routing<\/h3>\n

Match every customer interaction with the right agent. Genesys Cloud AI determines which agent is most likely to deliver the best service and KPIs \u2014 all in real time.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Intuitive agent desktop<\/h3>\n

Give your employee an intuitive desktop that connects channels and data. Put AI-driven information and recommendations at their fingertips.
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Identity resolution<\/h3>\n

Know every customer engaging with your company and where they\u2019ve been. Then use this information to address individual needs, preferences and habits.<\/p>\n

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Extend to your back office<\/h3>\n

Create seamless end-to-end experiences by connecting your back-office tasks to the customer experience. We make it easy for businesses to prioritise and process work.
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Get complete insights<\/h3>\n

Use journey visualisation of the entire customer experience to remove and reduce friction along the entire customer and employee journeys.<\/p>\n

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Simple optimisation<\/h3>\n

Identify key insights with continuous monitoring. Then use these insights to make adjustments in real time, directly improving your customer experience.
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See what our customers have to say<\/h2>\n

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