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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. It 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.
By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, the iCFD solution optimizes customer service, increases agent productivity, and increases customer loyalty and retention.
Advantages:
Using this integrated customer-service approach, companies can:
- Provide personal, relevant information in a timely manner to pre-empt inbound calls
- Automate outbound calls previously made by live agents
- Reduce high-volume inbound interactions
- Increase revenues with interactive outbound sales campaigns that don’t require live agents



