Modern Contact Centre

A modern contact centre is the communication hub within an organisation, managing all inbound and outbound customer interactions such as voice, social media, web, text, email and live chat.

Traditional call centres only provide customer support by phone. But customers want to contact you through channels other than a simple phone call. It’s critical that modern contact centres are adaptable and evolve to accommodate the adoption of new customer experience (CX) channels to deliver great CX. Customer expectations are increasing as they assume organisations will keep up with digital developments. Contact centre modernisation is the centrepiece for the delivery of customer service and an opportunity for competitive advantage.

How can Genesys help you create a truly modern contact centre

Genesys’s Customer Experience Platform can help you provide an omnichannel customer experience that sets you apart from your competition. Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering effortless omnichannel experiences.

A modern contact centre with Genesys delivers customer experience and service quality by:

• Connecting the omnichannel customer journey across each and every interaction.
• Enabling outbound communications — proactively reach your customers via their preferred method.
• Workforce planning and scheduling — directing communications to the most appropriate agent.
• Data insight and analysis identify focus areas for CX improvement and quality assurance.