{"id":436499,"date":"2022-06-16T06:50:17","date_gmt":"2022-06-16T13:50:17","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/customer-journey-orchestration"},"modified":"2025-12-01T09:56:53","modified_gmt":"2025-12-01T17:56:53","slug":"journey-orchestration","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/journey-orchestration","title":{"rendered":"Customer journey orchestration"},"content":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” vib=”enable”][vc_row content_placement=”middle” vib=”enable”][vc_column width=”1\/2″][vc_column_text css=”.vc_custom_1725387579004{margin-bottom: 2rem !important;}”]<\/p>\n

Improve every experience with customer journey orchestration<\/h1>\n

[\/vc_column_text]

Get started<\/a><\/div>[\/vc_column][vc_column width=”1\/2″][vc_single_image image=”535270″ alignment=”center” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Transform insights into seamless journeys<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″]

Help customers reach goals<\/h3>\n

Leverage intent and details from past experiences to guide customers toward their goals in every interaction.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Reduce the cost to serve<\/h3>\n

Anticipate and resolve issues early through journey insights. Increase self-service success and reduce unnecessary repeat contacts.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Boost your agent efficiency<\/h3>\n

Use behavioral insights to route customers to the best agent and equip that agent with full visibility into their customers\u2019 past actions.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Infuse every interaction with rich journey insights<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”5\/6″ offset=”vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-1″][vc_single_image image=”535274″ alignment=”center” css=””][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Optimise existing journeys<\/h3>\n

With journey analytics, you can visualise customer paths within a single channel \u2014 whether it\u2019s voice, IVR or digital \u2014 to gain deep insights into their experience. Then leverage those insights to quickly identify pain points in specific flows, and optimise and redesign those flows for a seamless experience in each channel.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Maximise employee effectiveness<\/h3>\n

Gain full visibility into cross-channel journeys and the issues that affect them. Using journey insights, experience designers can implement changes faster, creating better customer engagements from the start. It simplifies omnichannel journeys while reducing complexity and costs.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Deliver the next best experience<\/h3>\n

By visualising and analysing customer interactions in real time, you can detect friction points before they escalate. Then, you can deliver the next best action \u2014 whether it’s routing to the right agent, providing self-service options or guiding their next step \u2014 at the ideal moment.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”5\/12″]

\"Customer<\/div>

56%<\/p>\n

of consumers globally say a personalised interaction is one of the most important factors for a service interaction<\/p>\n<\/div>

\u201cGenerational dynamics and the experience economy,\u201d Genesys, 2024<\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Enhance customer loyalty with smarter journey orchestration<\/h2>\n

Journey orchestration goes beyond basic personalisation by providing a comprehensive view of customer behavior across every channel. With Genesys Cloud Journey Management, you can visualise your customer journeys and uncover trends in customer behavior. With these sorts of insights, your team can take proactive action to fix them.<\/p>\n

For example, you can easily identify when multiple customers struggle to find answers in an FAQ. Then you can create and refine self-service content, ensuring future customers find what they need. This level of proactive orchestration empowers you to solve issues before they escalate, driving loyalty and reducing friction.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Proactively shape customer journeys with actionable insights<\/h2>\n

The right journey orchestration software makes it easy for customer service, marketing and operations leaders to stay ahead of potential issues and turn insights into immediate actions. By identifying emerging challenges and addressing them before they escalate, you can optimise interactions across all channels and deliver experiences that improve business outcomes.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” css=”.vc_custom_1618854940659{padding-top: 0px !important;}”][vc_column width=”1\/2″]

Improve every experience across all your touchpoints<\/h3>\n

Customers engage with your organisation through all kinds of channels. They\u2019re often active in several journeys at the same time. If you don\u2019t take that into account, actions taken to solve a problem could have unintended consequences.<\/p>\n

The Genesys Cloud\u2122 platform collects data from all of your channels in one place. You don\u2019t have to rely on a separate tool to integrate with your platform. Journey management is embedded, so data flows smoothly and gets surfaced easily.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Prioritise the experience changes that make the greatest impact<\/h3>\n

Most companies lack the complete, up-to-date journey data needed to optimise each interaction. Rather, they have to test changes on their customers and measure the impact of those changes via customer feedback. With Genesys, you can instead put yourself in your customer\u2019s shoes.<\/p>\n

Perform Journey Comparison to evaluate journey changes by comparing options side by side, identifying best practices and optimising performance. And leverage these insights to decide which changes need to be made immediately, and which ones can wait.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Measure holistically to find opportunities to optimise journeys<\/h3>\n

Genesys Cloud allows you to analyse all your interaction data in one place, making it easier to examine everything all at once.<\/p>\n

Journey Analyser allows you to seamlessly connect and examine journeys across all channels. Uncover the most important improvements you can make to your customers\u2019 journeys by measuring their impact on the behaviors that affect your key metrics. And with journey management analysis samples, you don\u2019t have to start each time from scratch. Instead, journey analysis templates give you a starting point for analysing and gaining rich insights into your customer behavior.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Personalise interactions based on each customer\u2019s goals<\/h3>\n

A personalised customer experience is more than just delivering the next best offer. Customer-centric organisations focus on each customer\u2019s full experience \u2014 not just their most recent interaction.<\/p>\n

Access to the full range of data is key. Real-time and historical Genesys Cloud data allows you to analyse customer segments and buyer personas based on the whole picture. Surfacing data at the right time allows for predictive routing and predictive engagement capabilities that present those segments with what they need, when they need it.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

\"\"<\/div>

\u201cWe can reveal the actual paths that donors would take across channels over time, and not just how we wanted them to do it, but the way they actually did. We\u2019ve been able to see how donor behavior impacts our key performance indicators like revenue, lifetime value, conversion, churn and retention.\u201d<\/p>\n

– Andrew George, Director of Direct and Integrated Marketing, Canadian Red Cross<\/p>\n<\/div>

Learn more<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

See what else you can do with Genesys<\/h2>\n

[\/vc_column_text][\/vc_column][vc_column]

Agent copilot<\/h3>

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Customer journey analytics<\/h3>

Measure, monitor and optimise customer experience and your targeted business KPIs.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Customer journey data management<\/h3>

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Customer Journey Management<\/h3>

Leverage your interaction and event data for visibility into customer journeys. Unlock insights to optimise your customer experiences and drive results at scale.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Genesys Cloud AI Studio<\/h3>

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation with Genesys Cloud AI\u2122 Guides \u2013 and do it all at scale.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Knowledge management tools<\/h3>

Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Predictive engagement<\/h3>

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Predictive routing<\/h3>

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Speech and text analytics<\/h3>

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Virtual agent<\/h3>

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Voicebots<\/h3>

Build voicebots with natural language understanding (NLU) and automate more voice conversations.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div>

Work automation and task routing<\/h3>

Use accurate, consistent data to make more informed decisions across your back office.<\/p><\/div>

<\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][vc_column]
Explore all capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Make every individual journey exceptional<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column]

\"Genesys<\/div>

Capability<\/p>

Work automation and task routing<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Access<\/div>

Report<\/p>

The State of Customer Experience<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div>
\"Resource<\/div>

Try and buy: Work automation<\/h3><\/div>
<\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_id=”demo” el_class=”form-card”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Start taking action on your customer journey insights<\/h3>\n

Request a demo to see how customer journey orchestration software can help you to engage customers through the most effective channels at the best times.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

Welcome back<\/span> <\/span> <\/span><\/span><\/p>

Not You?<\/a><\/p><\/div>

\n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n
\n \n