{"id":15958,"date":"2018-06-12T21:52:15","date_gmt":"2018-06-12T21:52:15","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=15958"},"modified":"2019-02-10T23:40:20","modified_gmt":"2019-02-11T07:40:20","slug":"roadmap-for-omnichannel-customer-engagement","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/roadmap-for-omnichannel-customer-engagement","title":{"rendered":"Roadmap for Omnichannel Customer Engagement"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">BUSINESS WHITE PAPER<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Roadmap for Omnichannel Customer Engagement<\/h1>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h2>A Practical Guide to Modernizing Your Contact Centre and Delivering Omnichannel Customer Experiences<\/h2>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernise your contact centre infrastructure for omnichannel customer engagement right away.<\/p>\n<p>With an integrated customer experience platform in place that supports multimodality, orchestrated routeing\u00a0and journey management, you can deliver omnichannel CX, increase employee engagement, and optimise business processes and performance.\u00a0This white paper discusses:<\/p>\n<ul>\n<li><strong>How to evaluate\u00a0<\/strong>existing systems and define omnichannel CX\u00a0requirements<\/li>\n<li><strong>How an integrated customer experience platform<\/strong>\u00a0for all digital channels and voice is the foundation for omnichannel engagement<\/li>\n<li><strong>Success stories<\/strong>\u00a0of industry leaders that have made the move<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;15964&#8243; img_size=&#8221;full&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7010B000001AO4wQAG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958?thankyou=15958&page_type=resources&page_attr=White%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"15958\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" 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cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Roadmap for Omnichannel Customer Engagement\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958?thankyou=15958&page_type=resources&page_attr=White%20paper\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"DOWNLOAD NOW!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"DOWNLOAD NOW!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] BUSINESS WHITE PAPER [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text] A Practical Guide to Modernizing Your Contact Centre and Delivering Omnichannel Customer Experiences [\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernise your contact centre infrastructure for omnichannel customer engagement right away. With an integrated customer [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":15966,"template":"","tax_priority":[55],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[16186],"tax_capability_sitewide":[16260],"tax_products_programs":[],"tax_buying_job":[16680],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-15958","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_priority-55","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_capability_sitewide-digital-en-gb","tax_buying_job-job-3-requirements-building-en-gb","tax_content_type-white-paper-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958\/revisions"}],"predecessor-version":[{"id":130448,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/15958\/revisions\/130448"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/15966"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=15958"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=15958"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=15958"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=15958"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=15958"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=15958"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=15958"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=15958"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=15958"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=15958"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=15958"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}