Genesys intelligent Customer Front Door™ (iCFD™)
The Genesys intelligent Customer Front Door™ (iCFD™) integrates self-service with customer data and business logic to create a more personalised customer experience.
When customers call the contact centre, they’re often confronted with poorly-designed automated phone systems. The result is that customers often hang up out of sheer frustration, which exacts a high price on customer satisfaction and loyalty.
To move the needle towards improved customer satisfaction, companies need to deliver dynamic customer engagement that is friendly, intuitive, and on the customer’s terms. The Genesys intelligent Customer Front Door not only provides a branded greeting for each caller, but also gathers the caller’s intentions, adds contextual information about the caller’s profile and history, determines the most appropriate next step ― self- or assisted service ― and then routes them to the most suitable resource to effectively resolve the interaction.
Genesys iCFD, powered by Conversation Manager, enables a dynamic approach to self- and assisted-service by linking contextual customer information with business rules to provide the optimal customer service experience.
Advantages:
Using this integrated customer-service approach, companies can:
- Create an excellent customer brand experience that dynamically anticipates and delivers on customer needs
- Enable an integrated approach to self, assisted, proactive, and video services
- Manage customer conversations across channels including voice, video, mobile, and Web
- Differentiate treatments based on customer segmentation and/or opportunity and value
- Provide personal and relevant information in a timely manner to improve the customer experience and contact efficiency
Features:
The intelligent Customer Front Door™ (iCFD™) is a unique integrated customer service solution that Genesys delivers with partners. It combines self-service applications running on the Genesys Voice Platform and Genesys Inbound Voice and Genesys Outbound Voice running on the Genesys Customer Interaction Management Platform with Genesys Conversation Manager, along with specialised applications, speech technologies, and system integration available from iCFD partners.
This customer service solution can co-exist within multi-vendor environments, operate in multiple languages with speech recognition software, and include business processes tailored to the unique needs of any customer service organisation.
This transformative call answering solution:
- Discerns the identity and intent of a caller in the fewest steps using speech recognition or DTMF tones
- Gathers relevant information from back-end data or workflow to understand the context of a call
- Leverages Conversation Manager to dynamically tailor interactions based on contextual customer data, caller preferences, resource availability, and business rules
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