Genesys Webinar

Optimizing contact center experience and performance with Customer Journeys

Contact center leaders face constant pressure to deliver the exceptional experiences customers demand – and improve contact center performance at the same time. Traditional solutions don’t provide visibility into the entire customer journey, which leads to complex, disconnected experiences that frustrate customers and agents. And that leads to higher costs, lower customer satisfaction and higher employee turnover.

That’s why customer-centric organizations rely on the Pointillist Contact Center Optimization Solution to improve every contact center experience, increase customer and employee satisfaction, boost contact center performance and reduce cost to serve.

In this webinar you’ll learn how contact center teams are using Pointillist to:

Quantify the impact of contact center experiences on business outcomes
Monitor contact center health in real time
Identify the drivers of poor experiences and contact center performance issues
Identify customer intent to improve disposition codes
Deliver frictionless and connected omnichannel experiences

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Meet the Speakers

Tim Friebel
Innovation Lead
Customer Journey, Genesys

Ian Felder
Sr. Product Marketing Manager, Genesys