Create Your Best Customer Experience with Solutif
Digital technology is developing increasingly sophisticated and changing the flow of communication to be faster and more accessible. These technological developments make communication easy to use digital and create innovative solutions. Companies must follow the development of digital technology, especially in terms of customer service, customers do not leave the company, and customers are satisfied with the services provided by the company. In this era of openness in terms of information, of course, customers will use various ways to communicate with companies such as using social media, websites, live chat, and also email. Although until now, call centers will still be needed with various advantages such as providing real-time solutions and fast responses.
The contact center is not only a department in the company's business, but also the face of the company itself because it deals directly with customers, so the contact center must be able to adapt and adapt to existing changes, especially adjusting to the needs and channels used by its customers. One of the changes that must be adapted is the presence of a 24/7 contact center so that it can serve its customers anytime and anywhere. Contact centers that are available 24/7 can help customers submit complaints, provide input, and ask questions about a company's products and services without being limited by time. Customers can more easily contact the company comfortably. Besides, the company will get a lot of calls from customers so that it can find out what the customers need, and then it can be used to create products and services according to customer needs.
So, as the owner of a contact center company or as a manager of a contact center company, you must ensure that your contact center agent has adequate tools and tools and can help your agent in his work. To ensure this, Solutif in collaboration with Genesys launched the "Omnichannel Agent Desktop of the Future". The latest Genesys CX technology enables your contact center agents to provide an efficient and effective omnichannel customer experience.
One omnichannel desktop empowers your agents to get work done and allows them to interact across all channels, as well as work items with supporting context and knowledge - all in one place. Contexts over time and cross transfers between agents and interactions differ. The result is agents who can have unlimited conversations and provide a better experience on every customer journey through every step of the customer journey with contextually relevant responses to every interaction.