GENESYS – ININ Call Center Solutions

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Multi-channel customer engagement falls short

Customers engage with companies in multi-channel and cross-channel journeys, suspending them and resuming them over time. For example, according to the Customer Experience Board (CEB),

•  58% of callers have visited the web before calling, and
•  4% of callers are on the web whilst talking to a rep.

Most companies today support multi-channel customer engagement. They support many channels – voice, e-mail, chat – but they typically cannot support multiple channels simultaneously within a single interaction (multimodality), they cannot link interactions in a step-by-step workflow (orchestration), and they cannot manage the lifecycle of a multi-channel customer journey (design, orchestrate, monitor, tune) to provide a personalised and context-appropriate experience for each and every customer (journey management). For a customer to complete a single task – buy a product, answer a question, understand a bill – it often requires multiple and disconnected interactions with a company. When a customer needs assisted service to supplement self-service, they typically must start all over again. In the case of voice, it’s calling a contact centre, using a contact centre IVR, and explaining their issue. In the case of chat, it’s starting a dialogue with an agent without context. These time-consuming and disconnected “channel shift” experiences are one of the leading causes of missed sales opportunities and high operating expense for companies and frustration for consumers.contact-center-omnichannel-journey-management-diagram-768x486

 

Omnichannel journey orchestration is the answer

Omnichannel customer engagement combines multimodality, orchestration and journey management to provide a great customer experience with compelling business outcomes, and leading companies are embracing a single contact centre platform for competitive advantage.

With omnichannel journey orchestration from Genesys, an organisation has multimodal orchestration and journey management capabilities that translate into both a positive customer experience and better business results. This multi-channel contact centre strategy and approach transforms self-service channels by enabling an organisation to present a customer with information in one channel, while offering assistance from another. With self and assisted service from Genesys, a customer on a mobile device could be presented with a visual IVR menu, chat interaction or mobile video session all within a single interaction.

OmnichannelDiagram-multimodal-interaction-example


  • All-in-one contact center
    Get everything your contact center needs to offer consistent, world-class service in a single pre-integrated application suite. Cloud-based or on premise, use our all-in-one platform to support from 25 to 5,000 agents or more, optimizing performance with:
  • A new approach to BPA
    A unique and cost-effective solution for process automation and management running on a single platform. The ability to associate communications with a wide range of business processes allows organizations to streamline operations and offer higher levels of customer service. Processes can be managed with easy to use tools including: