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 personalized customer experience.

When customers call the contact center, 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 customer service 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-service by linking contextual customer information with business rules to provide the optimal customer service experience.