Don’t make your customers wait on hold to reach you. Give them the easy, frictionless communication channels they prefer with the advanced tools your agents and business need. An all-in-one suite of digital capabilities — enhanced with bots and predictive AI — empowers customers to engage in seamless conversations across chat, email, text and social channels. Anywhere, anytime.
Let customers engage 24/7 at their own pace. Asynchronous messaging creates meaningful conversations where customers can engage at their convenience. And you can include rich media for more dynamic responses.
Provide better self-service support. With natural language understanding, bots can grasp customer intent and seamlessly transition to a live agent.
As customers interact with bots, agents and content, they leave clues about who they are. Link these clues and identities across all channels and CRM platforms to gain a complete view of the customer.
Continually connect and refine data around each customer’s unique experience. Transform your digital capabilities to magnify both reach and understanding with a solution that helps you learn and adjust faster to what’s happening across digital channels.
Engage 24/7 on the channels customers prefer, including chatbots, web messaging, live chat, email, SMS, Facebook Messenger, Instagram, WhatsApp and more. With Genesys, you can be available across all channels — always. A single integrated system offers ease-of-use for agents and admins alike. Make it easy for your customers to find answers on their own and for your team to step in when help is needed.
Guide your customers toward the destination they — and you — want to reach. Use artificial intelligence (AI) to identify, qualify and proactively engage high-value customers or prospects with the right resources in the moment of truth.
10-plus channels consolidated to a single platform
and
16-point increase in use of digital channels
80% of calls are now correctly identified and routed by voicebots
and
50% savings in TCO
Virtual assistants answer ~45% of questions 24/7
and
90% CSAT for digital channels
The move from voice-only to voice plus digital doesn’t have to be complicated or require additional staff. Discover how your business will benefit from our comprehensive approach to digital customer service all-in-one platform. Book your demo today.
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
