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Prospects interact with your company by phone call, chat, email, mobile app or social channels. When sales and service reps have to switch between screens to get context from previous interactions, it creates a disjointed experience that frustrates your team and your customers.
Improve your customer experience with a single, omnichannel agent desktop that handles all assisted consumer interactions. When reps can see an entire prospect’s journey across an omnichannel contact center, they can manage and optimize experiences—and turn prospects into customer who keep coming back. A single view gives reps the necessary context, history and knowledge of the prospect at their fingertips, reducing handle time with an effortless experience for all.
Blend interactions from all engagement channels—voice, video, digital and internal work items—and send them to the desktop of the best-skilled, available agent. Intuitive and easy-to-use tools empower reps to deliver consistently high-quality experiences in omnichannel contact centers. Look for core functionality to process contacts and follow each interaction through to completion. And add call disposition and reason codes on sales and service rep notes. When agents have more challenging issues, support collaboration with supervisors and experts, or third-parties, by voice, video, or instant messaging. Giving supervisors a deeper level of collaboration lets them monitor interactions and coach sales reps in real time.
When omnichannel contact center agents have quick and easy access to information, they can deliver an efficient and personalized experience every time. Give agents the tools that help them do their jobs faster and easier:
With channel consolidation, context, knowledge and integration, you’ll also have more engaged and happier sales reps who will build better relationships with prospects
For any type of deployment, an omnichannel agent desktop optimizes sales workflows by integrating with business systems. And it lets you use plug-in modules to meet business needs. With a common user interface framework and data integration through open APIs, a unified desktop can:
Manage engagement channels through a single user interface to eliminate the software release cycle dependency between the customer and lead engagement environment and other business systems. This also removes integration requirements when you want to add a new channel to your omnichannel contact center. And, you’ll have all sales and service reps, skills, queues and reports already in place. Reduce the burden on IT and save time:
The PureCloud™ platform provides a 360-degree view into how your customers and business interact for a seamless omnichannel customer experience. Customer relationships, data and notes from your CRM system join interaction details from PureCloud voice, chat, email and social channels to form a rich repository of customer information and a unified view of a customer’s journey. Omnichannel contact center agents can see a customer’s entire history with your company before they pick up the phone—all from a single screen.
Now when a customer calls, our agents greet them in person because they can see their name, address and previous orders and preferences.
Abduljalil Dabwan, Head of IT, Al Romansiah
Context shifting between applications introduces error and wastes time. With PureCloud External Contacts, you can access your corporate address book within your omnichannel desktop.
Customers interact with you in many ways—phone, chat, email, mobile apps or social channels. If your agents don’t have context from past interactions, or they need to switch between multiple systems to get that context, the customer journey becomes a series of disjointed experiences. This leads to frustration for both customers and agents.
The Genesys omnichannel agent desktop for the PureEngage™ platform, based on Genesys Workspace, is available both in desktop and web editions. It handles all assisted customer interactions through a single user interface. Employees are empowered with context, history and knowledge—reducing contact handle time that is further improved with automated workflow. Agents see the entire customer journey across your omnichannel contact center, manage all interactions from any channel and collaborate with others to address outstanding issues.
Using Genesys Omnichannel Routing, interactions from all engagement channels—voice, video, digital and internal work items—are routed automatically to the desktop of the best-skilled, available employee. In the Genesys Workspace, agents have intuitive and easy-to-use tools to deliver consistently high-quality service. There’s core functionality for processing customer contacts, including receiving, consulting, transferring and completing interactions. When an interaction completes, employees can enter notes, call disposition and reason codes. They also can receive individual and contact center KPI statistics to gain insights into their own performance. Agents can collaborate with supervisors and experts, or third-parties, by voice, video or instant messaging. And supervisors can monitor interactions across the omnichannel contact center and coach employees in real time.
Before, there were often long silences on calls while the agent pulled up various screens to get information or make a calculation. Now, they can see everything at a glance, so the discussion flows naturally and the customer enjoys better service.
Nicolas Wsevolokskoy, Director, Cielo
Find the right omnichannel contact center platform for your business