Ebook

Eight ways you can optimise your contact centre

Learn how leading organisations use customer journey management to reduce costs, improve performance and increase customer satisfaction

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Your customers engage with multiple service channels over their lifecycle. They expect frictionless, seamless experiences whether they self-serve or connect with agents.

But operating a contact centre is complex with the proliferation of new digital touchpoints, AI technology and remote agent work. Traditional solutions prevent visibility across service channels and often result in frustrating, complex and disconnected experiences. This leads to high costs, low customer satisfaction and high employee turnover.

It’s time to transform the way you approach contact centre optimisation.

In this ebook, you’ll discover an insightful collection of 8 real-life use cases and examples of how world-class organisations are using customer journey management to:

Boost contact centre channel performance
Increase self-service
Improve experiences beyond the contact centre
Enhance escalation management

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.