Travel and Hospitality Features

Consistent Support Across All Media Channels

The Genesys Customer Interaction Management (CIM) Platform helps you provide consistent customer service by applying the same business logic and routing rules to all customer interactions, whether they are via phone (Genesys Voice), or  fax, e-mail, SMS, or chat (Genesys eServices). This single cross-channel view of the customer enables personalized service, improves cross-sell and up-sell rates, and lowers operating costs. 

Personalized Service

The Genesys intelligent Customer Front Door™ (iCFD™) combines self-service with customer data and business logic to gather the caller’s intentions, add contextual information about the caller’s profile and history, and route them and their information to the most suitable self-service or assisted service resource to effectively resolve the interaction. This access to customer intentions and customer data is ideal for segmenting customers, allowing you to route Gold and other high-value customers to agents specially trained to handle their needs.

Inexpensive Round the Clock Self-service

With Genesys, customers can access information and handle simple tasks at any time without engaging with a live agent. The Genesys Voice Platform is an interactive voice response (IVR) system that allows customers to check their reservations and account, and to access other information via the phone. Intelligent Web self-service is a feature of Genesys eServices that lets you offer customers the ability to get information and check their account and reservations online. 

Proactive Notification of Offers and Services

Genesys Proactive Contact for voice and Genesys eServices allow you to accelerate business innovation by proactively alerting customers to travel updates, promotional programs, and special offers via phone, e-mail, SMS, and other channels, based on their preferences.

Workforce management

Genesys Workforce Management can help you manage your staffing needs in real time and get the most from your existing resources.  During peak times, it allows you to operate multiple locations as a single center and manage loads. It also improves forecasting, so you can ensure that agent availability and skill-set match customer needs.