Genesys Mobile Engagement Mobile Customer Service extends the Genesys Customer Interaction Management (CIM) platform, to bring business rules, context, conversation history, and reporting to mobile interactions.
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Live Connect |
With Genesys Mobile Engagement Software Live Connect capability, when customers need assistance, they push a button in the app to be connected to a live agent. The context of their request is securely sent from the app to the agent, who can also see their location, preferences, status, and customer history. This 360-degree view allows the agent to deliver an ideal personalized mobile customer experience without asking the customer to repeat anything. |
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Locate Me |
Genesys Mobile Connect leverages location data for mobile customer service.The Locate Me capability allows unique proactive service opportunities, such as sending directions from a traveler’s location in the airport to a new gate, immediately dispatching a claims adjustor to an accident site, or responding to a customer report of a lost ATM card with the closest branch where it can be replaced. |
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Snooze Me |
It’s not always convenient for customers to talk with an agent at the moment when they need service. The Snooze Me capability gives them the option of delaying or scheduling a conversation at their convenience. |
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Alert Me |
Alert Me lets mobile customer service send proactive notifications within the app,based on the customer’s contextual information. For example, a traveler at the airport could be notified of a gate change, offered the choice of reserving his most commonly purchased meal on that day’s flight, and alerted to an upgrade opportunity. |
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Open-Platform Flexibility |
Genesys Mobile Engagement works with your existing mobile customer service software and investments, even in non-standard, multi-vendor environments. The open platform also future-proofs your service as mobile technologies continue to evolve. |
