Genesys Multi-channel Communications
The key to growing your business today is being where your customers are and engaging them — anytime, anywhere. Your customers already use e-mail, chat, and text messaging as primary forms of communication, and your business can tap into these channels to deliver a dynamic cusotmer engagement that is convenient, competent, personalised, and proactive.
Furthermore, your customers routinely use the web to conduct research, resolve issues, and share opinions regarding their interactions with your company via social networking. Your business can capture this knowledge to improve product offerings and support — and to strengthen your competitive position.
The difficulty is that, all too often, customer service and sales efforts are fragmented into “silos” scattered throughout various functional departments and lines of business, with no multi-channel visibility into previous customer interactions. Because of this, the quality of customer service delivery can be inconsistent.
Genesys Multi-channel communcations enables cross-channel conversations that deliver a consistent experience as customers transition to non-voice channels. By creating a single conversation over time - across phone, web, and mobile channels - you can more effectively engage your customers, and meet growth and customer satisfaction objectives. The ability to intelligently integrate all communications into a single flow that uses the same business logic to route interactions to the right agent together with complete customer information, also allows you to reach out to customers via online messages, rich-media channels, and proactive chat sessions that can enable you to turn web visitors into buyers.
Advantages:
- Reduces the cost of existing face-to-face and call centre support channels
- Gives you a competitive advantage in building customer loyalty -which reduces churn and, therefore, costs
- Grows your business by engaging with customers and prospects to identify the best sales opportunities through their preferred channel in real time
- Allows your business to tap into a much wider range of customers and their purchasing power
- Enables you to increase your portfolio of offerings without expanding staff or infrastructure
- Provides agents with the information they need to quickly solve the customer's inquiry on first contact
- Increases customer satisfaction with a consistently satisfying experience across all channels
Features:
Genesys Multi-channel Communications integrates with the Genesys Customer Interaction Management (CIM) Platform to allow you to engage customers through any channel they prefer, and to manage all multi-channel interactions as a single, consistent conversation.
- E-mail
Genesys E-mail helps you to efficiently manage high volumes of inbound e-mail and Web-form queries, and ensures that your customer service e-mail communications are handled in a consistent manner. For example, you can apply to e-mail the same level of business logic used to route inbound voice calls. This will allow you to identify e-mailers, retrieve their interaction histories from CRM systems and databases, and forward that information to agents along with the e-mail, so that e-mail customers receive the same personalised service as callers.
- Content Analysis
Genesys Content Analyser increases the efficiency, accuracy, and consistency of your text-based communication by automatically discerning the message’s intent and recommending the best possible answer to agents and customers. Utilising natural language processing technology to analyse the text-based content, Content Analyser determines how to accurately process and respond to each message.
- Chat
Genesys Chat enables your agents to provide live online assistance to customers and prospects when they need it. Genesys Chat can be easily added to your Web site, allowing your customers to initiate a chat interaction with an agent, or agents can dynamically invite customers to chat based on a set of triggers. The customer experience is consistent and personalised since agents have access to a standard response library, as well as to customer information across all channels.
- SMS
Genesys SMS lets you add text messaging (short messaging service, or SMS) as a communications and support channel for attracting and retaining customers. Genesys SMS also makes it possible to target customers how, when, and where they want to be contacted; provides an ideal communication platform for promoting new products and services; and establishes your organisation as being out in front of customer service trends. At a time when 2.3 trillion text messages are sent each year, SMS increases customer loyalty for a fraction of the cost of live-agent phone service.
- Proactive Engagement
Genesys Proactive Engagement identifies and dynamically engages with customers and prospects on the Web by inviting them to chat or speak with an agent. Proactive Engagement uses business rules to specify qualifying behavior and/or customer attributes, including their value to the company, so that you can engage high-value customers in real time with the best available resource, whether that’s an agent, a back-office employee, or a front-line sales person in a retail outlet. Genesys has teamed with LivePerson to deliver this online sales and service solution to optimise agent utilisation, boost conversion rates, increase first contact resolution, and improve customer satisfaction.
- Co-browse
Genesys Web Collaboration connects your agent and your customer’s Web browser to allow them to visually collaborate with one another to resolve sales or support issues. Agents can share pages, help customers fill out forms, walk a customer through a complex process, or follow along with customer activity to help diagnose a problem. Security is maintained because only the browser presentations are shared - files are not passed between the users' PCs.
- Third-party Media
Genesys Third-party Media improves operational efficiencies by enabling enterprises to manage, process, and distribute virtually any customer interaction or business activity according to established business rules. Enterprises can leverage the Genesys Customer Interaction Management Platform to manage third-party applications; enterprise applications such as faxes; scanned documents; web-based training applications, and tasks from workflow systems. Genesys Third-Party Media improves agent and expert productivity by prioritizing all tasks and interactions, and helps enterprises provide consistent service across all channels and activities.
- Knowledge Management / Web Self-Service
Knowledge Management/Web Self-Service - Genesys has teamed with InQuira to enable the delivery of faster, more accurate answers across any service delivery channel. The InQuira knowledge suite enhances self-service interactions by discovering the “true intent” of each customer search to quickly deliver targeted answers. Fully integrated with the Genesys Agent Desktop or custom desktops, it guarantees that customers who need personal assistance can receive accurate and consistent answers regardless of the channel of choice.
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