Genesys OEC Demo
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Customer Experience is increasingly becoming the differentiator in many industries.
Yet organizations continue to face challenges caused by poorly integrated customer experience systems.
What if you could ...
engage your customers to build lasting relationships
by creating seamless experiences?
Get the best out of your people
through effective planning, coaching,
desktop automation and knowledge tools?
Successfully act on your customer engagement strategy
and manage your business and IT operations
more effectively?
With the Genesys
Omnichannel Engagement Center Solution,
each customer interaction is optimized through
information and context from previous interactions
and insight into the customer's intent
so you can achieve desired business outcomes.
Meet Jenny. She is looking for an auto loan.
As Jenny wants to keep her cost down, she visits her bank's website to research her loan options.
As she browses through the various options and rates,
Jenny becomes overwhelmed and wants to figure out how much she is qualified to borrow.
Since she spent a long time
on the auto financing web page,
a business rule was triggered,
prompting proactive assistance.
A window pops up with the message:
"A skilled agent is currently available."
And Jenny has the option to choose between
web chat, video chat or simply click to call.
Jenny selects a web chat.
Based on Jenny's profile, journey history,
and the skills required to address her needs,
Kate was identified as the best available agent.
She accepts the interaction
and is directly connected to Jenny.
Kate sees that Jenny is a high value customer
and that she has been logged in into the bank's website
investigating auto loans.
Kate also has insight into the questions
Jenny has asked the bank's knowledge site
and is thus fully prepared to assist her.
Jenny explains that she has questions on
how to submit a loan application.
Kate offers to guide her through the process
and initiates a co-browsing session
which Jenny accepts.
Kate then shows her the location
of all the necessary forms on the site.
Satisfied that she knows what to do,
Jenny wraps up her chat session with Kate.
Kate then opens the CRM tab on her Omnichannel Desktop and enters notes from the interaction.
The information is saved and will be used
to enrich future interactions
regardless of channel.
Returning to the bank's website later that evening,
Jenny picks up where she left off
and quickly completes her application.
Meet Ken.
The bank has previously determined
a four hour turnaround
to review and respond to loan applications
from VIPs like Jenny.
Her application is automatically assigned to Ken
since he has the right skills and is available.
Ken is immediately notified of the need
to review Jenny's loan application.
He sees that Jenny forgot to include
the start date of her current employment.
Ken sends Jenny an email message
requesting the missing information,
based on her selection of email
as her preferred method of communication.
Jenny is away from home and does not immediately see the new email message from Ken.
After one hour, a business rule triggers an escalation
and Jenny receives a proactive notification
in the bank's mobile app.
Seeing the message and
anxious to complete her application,
Jenny decides to call the bank
directly from the mobile app.
Jenny is immediately recognized as an existing customer who is in the middle of a loan application journey.
The bank also know that Ken previously worked on Jenny's application and is available.
Jenny's call bypasses the IVR system
and she is connected directly with Ken.
Jenny provides the missing information
and Ken completes the application.
Later, Jenny receives a text message from the bank,
notifying her the loan was approved.
Jenny is now the proud owner of a new car
and is a very happy customer of the bank.
The next day, Jenny receives a satisfaction survey.
Pleased with both her experience and the outcome,
Jenny gives the bank a positive score.
With the Genesys Omnichannel
Engagement Center Solution, you can ...
Engage with your customers to build lasting relationships
by creating seamless experiences.
Get the best out of your people through
the use of effective planning, coaching,
desktop automation, and knowledge.
Execute your customer engagement strategy
and manage your business and IT
operations more effectively.
Genesys provides the world's number one customer experience platform, giving you the ability to ...
Optimize all customer interactions
and orchestrate the customer journey.
Optimize your omnichannel workforce.
Meet customer commitments
with real-time SLA management.
Proactively monitor and engage
customers on the web.
Leverage insights from customer experiences
and journey analytics.
To find out how Genesys can help you deliver Omnichannel Customer Experiences
check out the Forrester
Total Economic Impact study on genesys.com.
The study reveals how enterprise customers
across the world have achieved 158% ROI
with a 12.8 month payback
or saving over $20 million in infrastructure costs.
Gartner has named Genesys a market leader in the
Magic Quadrant for Contact Center Infrastructure
seven years in a row.
Genesys is trusted by more than
4700 customers in 120 countries.
You can deploy Genesys the way you prefer -
in the cloud or on premises.
Great customer relationships start with Genesys