How the Genesys Call Center Can Work for Your Company
What is Genesys?
Genesys is a world-class leading supplier of Enterprise software and practices, which consistently maintains the best customer service excellence. The Genesys call center offers excellent customer service including some of the following features:
Effective, Intelligent Call Routing
The Genesys call center implements an effective and intelligent call routing system. In it, calls are prioritized based on routing strategies that companies themselves decide. This leads to a better and more rewarding user experience.
This leads to a two-fold customer service increase and enhancement. Firstly, there is an increase in revenue. Smart calls route customers based on transactional “value” to appropriate staff agents. Secondly, there is an increase in growth from overall greater customer experience. Agents maximize productivity by having all available customer information when the call is transferred. Additionally, the Genesys call center intelligent call routing efficiently blends both inbound and outbound calls.
Social, Interactive Engagement
The Genesys call center proactively engages customers with an ideal call center experience. It does so through multiple channels and by identifying customer needs and transactions. If customers choose to navigate through social media, it appropriately routes customers to the correct resource they are searching for, similar to how phone prompts direct customers to the correct contact center department. Additionally, businesses love that social media is the least expensive service to maintain but promotes high brand recognition. This can translate into additional product selling and drive revenue growth.
eServices
Dovetailing from the idea of social media growth, the Genesys call center artfully combines multifaceted layers (phone, web, mobile) into a single conversation. The result? Greater cost reduction. Creating a single conversation intelligently integrates business logic with customer service interactions. The bottom line is that agents have all their information instantly, as part of Genesys call center goals are to resolve questions through first contact.
Intelligent Customer Front Door (iCFD) — Optimizing Customer Service
The Genesys call center also supports a customer interaction feature called the intelligent customer front door. The iCFD is unique: it anticipates and delivers customer needs immediately. That’s because iCFD has completely redesigned the older poorly-designed automated phone systems. Customers are treated with branded greetings, not standard ones. Relevant contextual information is quickly gathered, as well as information about the caller’s profile and history before determining the next step, self- or assisted service. The Genesys call center iCFD provides personal, relevant information in a timely manner, improving the customer’s experience efficiently. Similar to eServices’ single conversation, iCFD intuitively manages customer conversations across a broad spectrum of channels including: voice, video, mobile, and Web.
Proactive Contact
The Genesys call center also relies on a proactive contact method, achieving an effective low-cost way to engage customers through reminders, or notifications. For call centers, the benefit is being able to execute campaigns in a virtual contact center environment without driving up costs by duplicating hardware at remote sites. It also increases customer outreach at low cost with multiple dialing modes, including predictive and progressive dialing. Once again, the customer service element is thoroughly enhanced by providing a host of channel choices.
Genesys Call Center Wants to Anticipate Customer Needs
The Genesys call center hopes to address, or anticipate, all customer needs. Their goal is to provide a better and rewarding user experience without sacrificing quality. Many of their features include managing customer across different media channels and finding a clever way to integrate business logic with customer service experiences.
How the Genesys Call Center Can Work for Your Company,