{"id":229209,"date":"2020-02-06T06:31:14","date_gmt":"2020-02-06T14:31:14","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&p=229209"},"modified":"2020-02-06T06:31:16","modified_gmt":"2020-02-06T14:31:16","slug":"genesys-multimedia-communication-manager","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-multimedia-communication-manager","title":{"rendered":"Genesys Multimedia Communication Manager"},"content":{"rendered":"

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Genesys Multimedia Communication Manager<\/h1>

Give your mission-critical contact centre a solid omnichannel foundation<\/p>

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When customers find it difficult to do business with you, they don\u2019t just walk out the door\u2014they run. Customer loyalty is harder to build and tougher to keep than ever. Your customers have options. With ubiquitous access to the internet, similar products and services are easy to find.<\/p>\n

Every interaction can either undermine or underscore your commitment to great omnichannel customer experience. Enabling your customers to connect with you over any channel at any time shows them you value their preferences. When agents have the context of previous interactions \u2014 so there\u2019s no repetition \u2014and when wait times are short, you show customers that you value their time.<\/p>\n

Common challenges<\/h4>\n

Does your contact centre have an infrastructure that can evolve to meet ever-growing customer expectations\u2014one that empowers you to deliver the type of customer experience that fosters loyalty? Or does every new need or application present a struggle as you try to fit it into your existing architecture?<\/p>\n

As an executive responsible for contact centre infrastructure, you know too well the limitations of your existing solutions. If your company added email<\/a>, webchat<\/a>, video<\/a> and other channels as they become necessary, it\u2019s likely they were implemented as independent, siloed solutions that make it difficult to deliver consistent customer experience. You may have complex integrations that are costly and time-consuming to implement or upgrade. Or perhaps your legacy ACD maintenance costs are skyrocketing and service is plummeting, even while its end-of-life looms.<\/p>\n

Perhaps you have multiple contact centre sites with ACDs from disparate vendors. If you aren\u2019t load-sharing between these sites, there could be times every day when customers are waiting (or abandoning) in one location while agents sit idle in another. Maybe you\u2019re overstaffing each location.<\/p>\n

Future-proof your contact centre<\/h4>\n

Do you need to:<\/p>\n