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Email is a simple, fast and effective channel for customers to communicate with businesses. Even as new channels emerge, email remains a top choice for resolving issues. It’s critical that email customer service levels maintain parity with all other contact center channels while offering features that meet customer expectations.
Genesys Email reduces the number of interactions in omnichannel contact centers that are escalated to voice channels. It routes email to the available agents with expertise to match the customers’ needs. Real-time and historical reporting and management also give you insights needed to make continual improvements.
Put an end to inadequate email service and support with the power of Genesys Email.
Email interactions are often the primary channel for customer engagement. With the right support processes, you’ll get more from these interactions. Genesys Email intelligently routes email from the contact center platform, based on business rules and resource availability. It uses natural-language processing and keywords or expression identification, then categorizes email based on content and emotion detection. It then prioritizes email and sends messages to the most appropriate agent. You’ll maximize use of resources and productivity.
Improve customer experience with skills-based routing leads—and resolve issues faster and more efficiently.
Our goal is to have customer focus in everything we do, and our solution from Genesys helps us to take better care of our customers.
Terje Dahl, Head of Customer Center, Thomas Cook Northern Europe
Blended push-routing of email balances agent workloads across peak and non-peak periods. This improved load-balancing optimizes agent utilization and reduces labor costs. And with embedded reporting, you’ll have insights into historical and real-time performance, so you can quickly adapt to meet changing requirements.
Use available data to configure the built-in rules engine and prioritize email based on key criteria, such as a customer’s relative value to your company. By incorporating email interactions into customer engagement history, you eliminate the disjointed email customer service that siloed teams cause. With Genesys Email, your contact center will deliver a seamless, contextual customer experience across all channels.
Genesys Email lets agents manage email from a unified, omnichannel customer experience desktop. It simplifies the customer engagement environment through a single user interface. Agents can access all information needed to personalize email and other interactions, such as multichannel contact history and a standard response library. And customer records are managed and updated in real-time or near-real-time.
Making customers wait 24 to 72 hours for you to reply damages customer experience—even more so when the reply lacks full or accurate information. Out of frustration, customers turn to the phone—and that costs you money. And it’s even worse if they jump over to a competitor’s site.
Enable fast, automated responses and address the “delay factor” with Genesys email capabilities.