Multi-channel Communications

Multi-channel contact centres are a pivotal component of The Dynamic Enterprise - to meet the needs of an increasingly faster moving society with diverse personalised requirements. This white paper looks at how contact centres can break out of the voice ‘silo’ and embark on their multi-channel journey.

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Cross-channel conversations occur when a consumer initiates a request or poses a query in one channel, and then continues that same conversation through multiple contact methods in order to reach a resolution. This research by Genesys identifies which communication channels consumers prefer to use when interacting with a company.

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A Genesys white paper identifying how to leverage value-based customer segmentation and resourcing to win and retain cross-channel customers. Websites and IVRs play a pivotal role in this new approach. As cross-channel front doors, they enable companies to identify customers and dynamically differentiate service in real-time.

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A Genesys white paper showing how retail banks can employ an Online Engagement Strategy to improve sales performance and efficiency while delivering a superior customer experience. It presents the case for a next-generation online engagement strategy that is proactive, intelligent and multi-channel.

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Businesses are accelerating their implementations of new communication channels — including email, text messaging and web chat. This Genesys Customer Service Strategy Guide shows how you can provide customers with an effective service via their communications channel of choice, through a single integrated voice.

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