{"id":14607,"date":"2018-06-08T18:06:27","date_gmt":"2018-06-08T18:06:27","guid":{"rendered":"https:\/\/www.genesys.com?page_id=14607"},"modified":"2025-09-02T23:06:46","modified_gmt":"2025-09-03T06:06:46","slug":"omnichannel","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/innovations\/omnichannel","title":{"rendered":"Omnichannel"},"content":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1524088212594{background-image: url(https:\/\/www.genesys.com\/media\/Customer-Experience-Innovations.jpg?id=8347) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text]<\/p>\n

Omnichannel engagement creates a consistent customer journey<\/h1>\n

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Connect channel silos and build magnificent omnichannel experiences<\/h2>\n

Omnichannel experiences unify inbound and outbound communication to deliver proactive, contextual interactions to your customers\u2014and an effortless experience. Create seamless, personalised engagements across all channels throughout the entire customer journey.<\/p>\n

Your customers, agents and reps can shift between channels without losing context. Your business can expertly design, launch and monitor even the most complex customer journeys using routing to automatically deliver interactions to the best available resource. It’s all part of the Genesys approach to omnichannel customer engagement.<\/p>\n

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Take the CX maturity challenge<\/h3>
Read the report<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Bridge the gap between prospect and purchase<\/h3>\n

A single, scalable and integrated contact centre platform<\/a> bridges system gaps and creates seamless omnichannel journeys. Support all channels and manage customer experience across the company. You’ll manage end-to-end journeys across departments: marketing, sales, service and support. Design, manage and optimise these journeys over time to proactively help customers to reach\u00a0their goals.[\/vc_column_text]

Best practices for seamless omnichannel customer experience<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image image=”10720″ alignment=”center” img_size=”full”][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column]<\/span>[\/vc_column][\/vc_row][vc_section full_width=”stretch_row” el_class=”section_light-gray” css=”.vc_custom_1524602915740{background-color: #ffffff !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/3″]
<\/div>[\/vc_column][vc_column width=”2\/3″][vc_column_text]<\/p>\n

Omnichannel interaction routing<\/h3>\n

Simplify operations and ensure your customers reach the right agent or rep the first time. A Genesys omnichannel contact centre captures critical information to evaluate the customer’s true intent, and matches that customer to the best available agent. Don’t make your customers bounce from agent to agent; omnichannel interaction routing streamlines customer conversations.[\/vc_column_text]

Five ways true omnichannel routing improves customer engagement<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”section_dynamic-quote” css=”.vc_custom_1560505043754{background-color: #f3f3f3 !important;}”][vc_row][vc_column][vc_column_text]“We completely replaced our legacy contact centres with a Genesys platform, using the entire Genesys product suite across all channels and media. Now, for the first time, we’ve linked everything together for a single, 360-degree customer view<\/span>“<\/span>.<\/p>\n

Ian Mahoney,\u00a0<\/span>Head of Delivery Services,\u00a0<\/span>Marks & Spencer<\/span>[\/vc_column_text]

View the customer story<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Empower agents with detailed customer insights<\/h3>\n

An omnichannel customer experience platform is good for employees, too. Give your agents a 360-degree view of the customer over time and across all channels and touchpoints. With the right solution, an agent can identify the phase of the customer’s journey, such as purchasing, onboarding or problem resolution. When agents and reps have all of that knowledge at their fingertips, they’re more engaged and empowered to solve issues, give the right advice or guide customers in their buying journeys.[\/vc_column_text]

How an omnichannel desktop helps your employees personalise customer service<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ css=”.vc_custom_1526429508777{margin-bottom: 2em !important;}”][vc_single_image image=”11417″ alignment=”center” img_size=”full”][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column]<\/span>[\/vc_column][\/vc_row][vc_section full_width=”stretch_row” el_class=”section_light-gray” css=”.vc_custom_1524602927790{background-color: #ffffff !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image image=”9349″ alignment=”center” img_size=”full”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Serve digital consumers on their terms<\/h3>\n

New channels and forms of customer engagement are emerging as a result of today’s new digital business model. Align with customer expectations and gain efficiencies as you connect and integrate more easily with companies, processes and devices. This creates new opportunities and new ways to better manage digital customer relationships and end-to-end customer journeys.<\/p>\n

Genesys omnichannel capabilities seamlessly integrate voice and digital channels. By using voice as a secondary entry point for digital consumers, your team can focus on more complex queries.[\/vc_column_text]

Seven steps to deliver next-generation digital customer service<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1523330100216{background-color: #23395D !important;}” el_class=”section_white”][vc_row][vc_column][vc_column_text]<\/p>\n

Have your deployment, your way<\/h3>\n

Genesys omnichannel supports on-premises, cloud or hybrid deployments. With this scalable platform, you’ll improve the total cost of ownership, deliver better results and be ready for future challenges.<\/h4>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”section_light-gray”][vc_row][vc_column][vc_column_text]<\/p>\n

Resources<\/h3>\n

[\/vc_column_text]

\"Wem<\/div>

Ebook<\/p>

Orchestrating CX with Genesys and Orange Business<\/h3><\/div><\/a><\/div><\/div>
\"Agentic<\/div>

Demo<\/p>

Genesys Cloud Agentic Virtual Agent Demo<\/h3><\/div><\/a><\/div><\/div>
\"\"<\/div>

Report<\/p>

The Agentic AI Imperative: Navigating the next wave of customer experience transformation<\/h3><\/div><\/a><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Explore Genesys innovations…<\/h3>\n

[\/vc_column_text]

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Reduce IT burdens and increase efficiency with a unified open cloud platform.<\/p><\/a><\/div>

Genesys Cloud EX<\/h5><\/a><\/div>
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Innovate with less risk and more reward<\/p><\/a><\/div>

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Deliver world-class customer experiences through the partnership of Genesys and Google.<\/p><\/a><\/div>

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Genesys partners gain access to technologies and opportunities to grow market share; customers can work with a network of Genesys partners to move business forward.<\/p><\/a><\/div>

Capabilities<\/h5><\/a><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1524088212594{background-image: url(https:\/\/www.genesys.com\/media\/Customer-Experience-Innovations.jpg?id=8347) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text] Omnichannel engagement creates a consistent customer journey [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row el_class=”mobile-reverse”][vc_column width=”1\/2″][vc_column_text] Connect channel silos and build magnificent omnichannel experiences Omnichannel experiences unify inbound and outbound communication to deliver proactive, contextual interactions to your customers\u2014and […]<\/p>\n","protected":false},"author":1,"featured_media":8611,"parent":14611,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-14607","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14607","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=14607"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14607\/revisions"}],"predecessor-version":[{"id":591147,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14607\/revisions\/591147"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/14611"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/8611"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=14607"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}