Conversation – Any Channel, Any Time
Your customers expect a seamless experience across various communication channels. To deliver that experience, your agents must be able to manage customer interactions effectively and intuitively across all channels.
Improve Agent Efficiency and Effectiveness
Exceptional customer experience can only be delivered by agents who have the right desktop environment, such as Outbound Call Center Software, and the ability to manage across the channels where interactions start, evolve, and finish. Yet, in many contact centers, agents are still poorly equipped with an array of cumbersome, disconnected customer service software. This results in extensive wait and hold times, long calls, and frustrated customers who may leave for a competitor that provides better service.
Deliver Real-time Data to the Agent Desktop
Eliminate the need for cumbersome, disconnected applications that frustrate both employees and customers. As service delivery extends beyond the contact center, all employees who interact with customers can be empowered with the information, applications and processes needed to accomplish a task Genesys Interaction Workspace transforms how agents manage customer interactions seamlessly across multiple channels.
- Blends voice, multimedia, and social media into a multi-channel conversation
- Integrates with agent scripting and customer interaction recording
- Provides real-time multi-channel presence and statistics
- Enables multi-tenant and across-the-enterprise deployments
- Supports premise-based and virtualized cloud-based operation