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Next Steps

Genesys Web Media can be integrated into the Genesys Customer Interaction Management Platform (Genesys platform) so contact center agents can respond to customers’ Web-based chat interactions. Through seamless integration with the Genesys platform, Web Media is able to leverage its centralized configuration and management environment. Such integration ensures that chat interactions are managed by the same business rules applied to other interactions. It also ensures that agents have access to the same customer data that appears as desktop “screen-pops” when voice calls are answered, allowing agents to offer the same personalized service to chat contacts. This tight integration permits consistent treatment of all customer contacts and consistent service. This tight integration with the Genesys platform also enables integrated monitoring and reporting.

Web Media also takes advantage of the unique features of chat media to offer additional benefits:

  • Increased productivity – Genesys optimizes the agent desktop by displaying multiple simultaneous chat sessions
  • Improved  customer experience – Optional “co-browse” and “page push” capabilities enable agents to help customers find Web information and complete Web-based forms
  • Comprehensive reporting – Transcriptions of chat session texts are saved in the customer history for agent reference and can be e-mailed to customers if necessary.

Open up to new channels

Customers are looking for new ways to interact with your business. While traditional channels such as voice and e-mail are very popular, innovative companies are looking to new channels such as chat, which reach new customer demographics and support the increasing usage of the Internet. Genesys Web Media allows you to support the changing communication needs of your customers while maintaining consistent management of all interactions. Genesys ensures that all your customers will have a positive experience no matter how they contact your business.
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