A contact centre is a modern call centre. It manages inbound and outbound customer communications through a variety of channels. For example, customers could reach out to a company via email or chat with an agent on the company’s website.
Traditional call centres only provide customer support by phone. But customers want to contact you through channels other than a simple phone call. You need to be ready to respond in real time on your customers’ channels of choice.
Cloud-based contact centre software offers all the essentials built in, including inbound and outbound — from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimisation and analytics. You’ll also be able to easily connect other business systems.
Provide better customer support with better call centre technology. Run your contact centre with software from Genesys and make great customer experiences easy.
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering effortless omnichannel experiences. Read the ebook to learn how to deliver a better customer experience.
