Breaking Down the Conversation Silos
To deliver a great customer experience, you need to engage with your customers when and how they want. Along with traditional voice, customers want to interact through live chat customer service, email and on the web. By using Genesys solutions for email, chat and web collaboration, you can engage in conversations that span communication channels. The solutions share an integrated platform with business rules, intelligent routing of interactions, and historical and real-time reporting capabilities.
Key Differentiators
- Improves the customer experience by offering multiple interaction channels
- Web Collaboration enables a single, consistent conversation with the customer as they move between channels
- Applies consistent business logic and service levels when routing interactions using multiple channels
- Reduces costs by shifting interactions to lower cost channels
- Increases online sales conversions by offering assistance at the point of hesitation
- Supports consistency of customer experience across channels
