{"id":395548,"date":"2021-08-25T19:11:47","date_gmt":"2021-08-26T02:11:47","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/whats-new-in-genesys-multicloud-cx-cloud-optimising-email-flows-to-deliver-superior-cx"},"modified":"2021-08-29T19:17:00","modified_gmt":"2021-08-30T02:17:00","slug":"whats-new-in-genesys-engage-cloud-optimising-email-flows-to-deliver-superior-cx","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/whats-new-in-genesys-engage-cloud-optimising-email-flows-to-deliver-superior-cx","title":{"rendered":"What\u2019s New in Genesys Multicloud CX Cloud: Optimising Email Flows to Deliver Superior CX"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]While artificial intelligence (AI), bots and new digital messaging channels have emerged and dominated the \u201cwhat\u2019s next\u201d conversations around delivering great customer experiences, email remains an essential avenue for companies to serve and engage customers consistently over a known channel.<\/p>\n

Approximately 306 billion emails<\/a> were sent and received every day worldwide in 2020. And, while most consumers use multiple avenues to interact with companies, email is still the most commonly used digital customer service channel.<\/p>\n

According to a recent Microsoft Dynamics 365 study, 64% of consumers<\/a> prefer email as a way to interact with companies.<\/p>\n

Despite its heavy consumer use, the email channel has historically fallen short on allowing contact centres to track agent productivity, meet targeted response times and find efficiencies. However, by using targeted business rules with intelligent routing to the best-fit agent, companies can bring efficiency back into this channel.<\/p>\n

Genesys is excited to announce the new Genesys Multicloud CX\u2122 cloud Email to support every company\u2019s goals for superior customer experiences over the email channel, while baking in operational efficiencies to contact centre operations.<\/p>\n

Genesys Multicloud CX cloud Email effectively categorises, prioritises and manages high volumes of emails, automatically delivering customers\u2019 messages to the agents best suited to handle them. Instead of using a first-in, first-out methodology to route emails to customer service representatives, Genesys Multicloud CX cloud Email uses the concept of a \u201cuniversal queue\u201d of email that\u2019s constantly being prioritised and re-prioritised as the backlog increases. Customers define categorisation rules and prioritisation schemas to meet their business needs and SLAs.<\/p>\n

Supervisors and administrators can monitor what\u2019s going on in the universal queue with their email backlog at any time using Workload Manager, which offers new views not previously available.<\/p>\n

When emails reach a priority threshold and there\u2019s room in the queue, they\u2019re automatically sent to what we call \u201cthe last mile,\u201d which uses a Designer application to route and deliver the email to the best-skilled available agent or representative. That person then responds to and completes the email.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”377952″][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]Genesys Multicloud CX cloud Email uses the same technology and user interface that powers the Genesys Multicloud CX intelligent Workload Distribution (iWD) product, which can provide amazing gains in efficiency<\/a> and backlog management of work items.<\/p>\n

The new Genesys Multicloud CX cloud Email delivers:<\/p>\n