Help Desk

Help desks are consistently faced with conflicting challenges:  provide the highest quality service at the lowest cost.  To achieve this feat, customer service agents must quickly have the right information at their fingertips to respond to any inquiry spanning voice, e-mail, and chat. 

Genesys allows help desk providers to offer personalized customer service through multiple channels, while increasing the efficiency of current resources.  Customer service agents see a single interaction history for each customer, ensuring consistency.  Knowledge management interprets customer intent and delivers resolution information to customer service agents in a highlighted format that makes it easy to identify, and to insert into e-mail messages and chats.  Co-browse allows detailed instructions and visual aids to be pushed to customers.  Genesys even allows additional customer service agents, outsourcers, at-home agents, and specialists to be pulled into the help desk, as they are needed.