Omnichannel customer engagement

Bridge the gap between prospect and purchase

A single, scalable and integrated contact centre platform 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 reach their goals.

Omnichannel interaction routing

Simplify operations and ensure your customers reach the right agent or rep the first time. A Genesys omnichannel contact centre solution 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.

Empower agents with detailed customer insights

An omnichannel contact centre 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 journey, such as purchasing, onboarding or problem resolution. When agents and reps have all 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.

Serve digital consumers on their terms

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 more easily connect and integrate with companies, processes and devices. This creates new opportunities and new ways to better manage digital customer relationships and end-to-end customer journeys.

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.