Improve every experience with customer journey orchestration

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Enhance customer experience and operational effectiveness

Help customers reach their goals

By recognising intent and prior experiences, you can ensure every interaction helps customers progress toward their goals.

Reduce the cost to serve

Proactively resolve issues to maximise self-service rates, reduce unnecessary channel switches and minimise repeat call volume.

Boost your agent efficiency

Use intent and prior behaviour to route customers to the best agent and provide visibility into actions customers have already taken.

Infuse every interaction with rich journey insights

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Journey-driven audience activation

Move beyond static customer segments by activating journey-driven audiences. Use Pointillist Audiences to orchestrate more relevant experiences that better reflect individual customer intent, prior experience and behaviour.

Web personalisation

A journey-driven approach can improve customer interactions across touchpoints. Provide personalised web content that offers the right next step based on individual preferences and experiences.

Contact routing and insight dissemination

Make your agents’ lives easier. Route calls to the right person based on customer goals and previous experience. Easily resolve issues more quickly and provide a more empathetic experience.

Boost loyalty with customer journey orchestration software

Journey orchestration goes beyond traditional personalisation techniques. It leverages customer journey data from every channel, source or system. This way, each interaction reflects a customer’s entire experience with your organisation — not just a current interaction. As a result, every moment of engagement is highly personalised for each individual, because the interactions a company takes are based on each customer’s objectives and preferences.

40%

of customers said they’d be more likely to stay with their financial services provider if it offered more personalised service

Beyond Personalisation: Three Reasons to Focus on Customer Journeys, The Financial Brand

Extend personalisation with customer journey orchestration

Customer experience, marketing and operations leaders use customer journey orchestration software to deliver personalised experiences that improve business outcomes.

Improve every experience across all your touchpoints

Customers engage with your organisation through a variety of channels and are often active in multiple journeys at the same time. Actions taken to solve a customer’s problem could have unintended consequences if you’re not aware of their entire experience with your company across channels and time.

Pointillist integrates easily with your existing applications, like real-time interaction management, campaign automation, web experience management, contact centre and workflow platforms. These platforms pull data from the Pointillist Customer Journey Data Hub. This ensures every email, text, chat and phone call is informed by the customer’s historical experience and current goals.

Personalise based on each customer’s goals

Providing personalised customer experiences is more than simply delivering the next best offer. Customer-centric organisations optimise engagement based on each customer’s overall experience — not just their most recent interaction.

Pointillist Audiences makes it easy to align personalisation efforts with each customer’s unique goals. Tailor customer segments by activating or updating audiences based on customer attributes, time and behaviour. This way, you can avoid creating poor experiences, such as automatically suppressing marketing email to customers trying to resolve an issue.

Test and optimise experience changes before you act

Most companies lack the comprehensive, up-to-date journey data needed to optimise each interaction. They’re forced to test experience enhancements on their customers to measure their impact.

With Pointillist, you can simulate journey improvements and determine the best outcome before you act. Run A/B tests to evaluate potential improvements without compromising your customer experience. Using the award-winning Pointillist interface, you can adapt personalisation logic, compare journeys and potential impact, and rapidly visualise results at scale.

Maintain the unique way your organisation works

Journey orchestration platforms typically force you to move all the personalisation logic at every touchpoint across your enterprise into a single, complex rules set. This approach doesn’t work for larger companies, where a different part of the organisation manages each channel and sub-journey.

Our flexible approach to journey orchestration works for even the largest, most complex enterprises — no matter how many systems you have or whether each has its own personalisation logic.

2022 Gartner® Magic Quadrant™ for Contact Centre as a Service

A CCaaS solution has
long-term implications.
Choose a consistent leader.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

Get the Gartner report
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Get customer journey orchestration in a solution that works for you

Pointillist

End-to-end journey management software

Measure, monitor and orchestrate customer journeys to optimise experiences and improve business outcomes

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Understand more about customer journey management

Customer Journey orchestration 101

Customer journey orchestration 101

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Customer Journey Measurement 101

Customer journey management 101

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The ultimate guide to contact centre optimisation

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Personalise every experience with customer journey orchestration

Request a demo to see how customer journey orchestration software can enable you to engage customers through the most effective channels at optimal points along their journeys.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.

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