Genesys is a leader for omnichannel customer experience & contact center solutions. Digital channels are the most important part of the contact center business. Digital channels are tools for your company and agents to communicate with clients or customers, both business to business and business to consumer.
To be able to maintain the customer journey and the level of customer satisfaction, your company must have a complete and well-integrated platform. Making it easier for agents to work and helping customers to find solutions to situations. According to Forrester, 95% of consumers use three or more channels in a single customer service interaction, with 62% there on devices.
Solutif provides several digital solutions for your contact center company.
1. Web conversation
Turn your site into a conversation starter. Solutive’s collaboration with Genesys makes your webchats more intelligent. With just one click, Genesys Chat Routing gives your digital customers direct access to live assistance. And because Genesys Chat uses skill-based routing, chat requests can be intelligently routed to the individual most ready to help.
2. Email
Make email a part of the full customer experience. Automatically distribute emails to the most suitable agents based on content and keyword analysis. Genesys Email Routing simplifies your response process using email automation functions that let you monitor, measure, and optimize email flow to create a better customer experience.
3. Social media
Make customer service more social. Interact with your customers on social channels like Facebook, Twitter, and more. Using Genesys Social Engagement, you can monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically directing company-wide social media interactions to the right people brings a new level of scalability, consistency, and responsiveness to your social media interaction strategy.
4. Messaging
Engage customers via SMS or within mobile applications, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line. Then connect them to the right resource anywhere in your business by routing customer text messages to the agents that work best for you. Genesys SMS routing uses skill-based routing so sending messages to your company for support is faster and more efficient than calling and enabling conversations from anywhere.
5. Explore together
See what your customers see. Improve customer experience and first-contact resolution by allowing agents to assist your customers through shared browsing sessions. Use real-time on-screen guides, input, or by taking control of the customer’s screen. No footprints for customer desktops and content incognito for security, peace of mind.
6. Proactive web engagement
Use machine learning to monitor website activity, predict visitor outcomes, and proactively engage customers using chatbots, content, and self-service knowledge. Genesys Proactive Assist uses actionable insights from web and mobile subscriber behavior to offer real-time, real-time assistance at the right time. It matches customer behavior and needs with the right agent at the right time, in the right channel, and the agent has the complete context to provide the best experience.
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