Choose an inbound contact centre solution you can rely on
Be there for your customers no matter the channel or time
Be there for your customers no matter the channel or time
Today’s customer journey can start anywhere. With the right inbound software, you can be where your customers are. Shape the journey across both self-service and agent-led experiences.
Whether customers interact with a human or a bot, offer 24/7 support. And give them a way to move from self-service to agent assisted — even if it’s a callback during business hours.
Provide contextual conversations regardless of the channel in which an interaction takes place. Deliver relevant information directly to the customer or agent to accelerate a resolution.
Use an artificial intelligence (AI)-powered knowledge search to deliver the right information in the right moment. And gain a deeper understanding of their intent for future interactions.
Prioritise first-contact resolution. With bots equipped with natural language understanding, you can handle more interactions in a way that captures and uses customer context.
Connect all the ways your customers engage with you for a seamless experience across web messaging, SMS, email, voice, social messaging and more.
Match every customer interaction with the right
agent. Genesys AI determines which agent is most likely to deliver the best service and KPIs — all in real time.
Give your employee an intuitive desktop that connects channels and data. Put AI-driven information and recommendations at their fingertips.
Know every customer engaging with your company and where they’ve been. Then use this information to address individual needs, preferences and habits.
Create seamless end-to-end experiences by connecting your back-office tasks to the customer experience. We make it easy for businesses to prioritise and process work.
Use journey visualisation of the entire customer experience to remove and reduce friction along the entire customer and employee journeys.
Identify key insights with continuous monitoring. Then use these insights to make adjustments in real time, directly improving your customer experience.
30 second
expected reduction in handle time per call from Genesys intelligent routing
Genesys, 2023
Design customer experiences that drive their desired outcomes — and your company’s, too. This begins with ensuring their first touchpoint with your brand enables them to access the support they need. Whether they first reach out via your mobile app, website or social media platform, you must be prepared to deliver the experiences they want.
With Genesys, you get an end-to-end orchestration platform that makes it easy to route and manage interactions based on each customer’s preferences. Often, this means enabling self-service, including knowledge and bot-based interactions. Or, if more hands-on, technical support is needed, you can escalate that same interaction to a live agent with all context intact.
Make your customers’ and agents’ lives easier with the Genesys inbound contact centre solution. With our technology, you’ll be able to deliver consistent, reliable experiences whenever and wherever a customer needs you — every time.
Genesys inbound call centre solutions give you a modern, streamlined approach to engagement. No matter which channels your customers use, give them the same fast and efficient service quality — and help agents deliver the type of empathetic experiences that build loyalty.
Customers expect the same support quality on all channels. To do this, inbound call centres must deliver the right information in the fastest, most efficient way possible.
Simple self-service requests might be addressed by an AI-enhanced knowledge search engine. Our knowledge management tools let you access your content library, customer data and more, enabling bots and agents to speed problem resolution. More complex scenarios might require a voice call instead of a bot. For any scenario, offer the right level of support when it’s needed.
Genesys makes it easy to manage geographically dispersed teams. With global omnichannel queues and versatile routing options, you can create a unified contact centre, optimise performance and balance workloads across multiple sites — all from a single product.
Genesys inbound call centre software recognises repeat customers. It uses predictive routing to route customers to the last agent they spoke to, or to the best-skilled agent. Or they’re offered the option of a callback. The effectiveness of predictive routing grows as your understanding of customers and their intent increases.
Personalised experiences demonstrate empathy, building trust and customer loyalty. Using a single interface, agents have full context and history of customer service engagements. And agents don’t need to dig for answers — AI predicts the customer’s intent, anticipates what’s next and surfaces a recommendation to the agent.
With this insight, agents resolve customers’ problems immediately, which reduces handle times. And they can personalise scripts with customised interactions. Agents influence outcomes, and customers get the support they want and need.
Using data and insights, you can inform and guide teams to create more personal, empathetic experiences. Data captured from all sources — even customer behavior on your website before they engage — lets you rapidly diagnose problems and resolve requests.
You can search voice interactions for keywords and phrases, and mine recordings for insights into what customers want and opportunities for improvement. Genesys contact centre software handles all interaction analytics with a single application. Our no-code analytics capabilities turn analysts and business users into data scientists.
An inbound agent in a call centre is responsible for handling incoming calls from customers. These calls might be related to inquiries, support requests, complaints, or product and service purchases. The agent’s job involves resolving the caller’s issues, providing information and ensuring a positive customer experience.
An inbound call centre is a centralised office used for receiving a large volume of requests by telephone. These centres are operated by companies to administer incoming product or service support, customer inquiries, and other forms of customer interaction like order processing or appointment scheduling.
Determining whether inbound or outbound calls are better depends on business goals. Inbound calls, where customers call the company for inquiries or support, can provide valuable customer insight and build customer relationships. Outbound calls, where the company reaches out to customers or prospects, can be effective for sales, promotions and proactive customer service. Both have their role in a comprehensive customer strategy.
