Increase Customer Experience, Personalization and Innovation With Multicloud by Solutif

The traditional KPIs are customer satisfaction, the average time a customer spends on hold, and how quickly an agent answers the customer’s question or provides a resolution. However, there’s no direct correlation between customer experience and frontline productivity. Before trying to improve customer experience, you need to carefully analyze agent tasks and issues that arise.

Instead of wondering how to make customer service more productive, it’s important to understand which barriers hinder agents. And improving the agent experience will ultimately increase customer satisfaction rates by 11%, according to Gartner. However, there are some barriers to improving the agent experience.


Barriers to Great Agent Experience

The complexity of the system is often an obstacle for contact center agents. Even if you invest in new or updated apps, systems, and information to improve your front line, too many different tools make it difficult for agents to serve customers properly. Simplifying daily customer service tasks will improve the customer and agent experience.


Connectors Solve System Complexity

Connectors, powerful add-ons that integrate CTI systems with major CRM systems, can facilitate daily contact center routines. In addition to basic features, like call transfer, automated screen-pop, and click-to-call option, connectors offer other benefits.

  • Retrieval of interaction transcripts and recordings: Store-specific properties into both entities and retrieve them for reporting, compliance, marketing, and other business purposes.

  • Tailored and easy integration: A scripting engine lets you trigger automated actions into a CRM system, linking customer experience interactions and CRM data.

  • Media blending and interaction concurrency: By leveraging Genesys capacity rules, frontline agents can handle multiple chats, email, or other concurrent interactions using any media type.

  • Multi-CRM access: Agents can access various CRM systems through a single automated, selective, and attached-data-driven screen-pop.

  • Full control from CRM systems: A customizable delegation feature allows the selected CRM system to fully override a Genesys CTI desktop and interactions.

  • Synchronization between the two entities: Users range from full interaction between CTI and CRM systems to selectively using one.

  • Unique interface for all channels: Agents don’t need to swap screens or windows because every feature they need to perform their duties appears in the same workspace.

  • Connectors support all media channels, including inbound/outbound calls as well as chat, email, third-party and social media, work items, IWD, and open media.


In addition, connectors are up and running with out-of-the-box features just after the installation. And they’re customizable for advanced use cases. The ability to use a single interface for all channels and handle more interactions simultaneously improves agent experience and efficiency. And contact center managers have visibility into advanced KPIs and in-depth monitoring. All of these factors lead to an improved customer experience.


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