The right cloud contact center software makes providing great customer experience easy, from call center basics to the latest CX innovations. To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in an accidental omnichannel approach, with separate point solutions cobbled together. And it created complicated systems that are cumbersome to use and expensive to manage. Contact center software by Genesys makes omnichannel easy.
Use self-service and automation for better customer experience across channels and lower your costs. Proactively engage users with bots powered by Genesys AI. Streamline the service process and connect customers to the right resource the first time.
Craft a great call center culture. Use modern tools and technologies to engage teams and customers. In today’s increasingly complex call center, your employees need a robust combination of information, support and workforce optimization tools to meet rapidly evolving customer expectations. You need to define an employee engagement strategy that closely aligns with your customer engagement strategy. And you need to identify what drives inefficiencies and train your workforce accordingly to maximize their success. This means having the right set of workforce optimization tools.
Empower your employees with workforce optimization technology that yields measurable results for both the efficiency of your organization and the quality of your customer experience. With the integrated Genesys contact center infrastructure and workforce optimization capabilities, you can increase your employee engagement and workforce performance to deliver on your business objectives.
Get a complete view of your call center activities. Let data inform decisions and drive customer experience.
You’re sitting on a gold mine of data. Every customer interaction adds to it. To understand and manage complex customer journeys, you need clear and actionable insights from all touchpoints. But when those data points are siloed in separate channels, systems or spreadsheets, it’s hard to see the full picture.
Your call center reporting should highlight insights that make it easier to guide your team, take action and crush your goals. Customer experience software from Genesys gives you a single point of truth. Unlock actionable insights from every interaction, across every channel.
Connect business-critical systems or add new tools and functionality to your call center software.
Switching to a new call center software doesn’t mean you have to start from scratch. Modern solutions work with your existing customer service tech stack. This lets you maximize investments without the need for IT support. Integrate workforce management systems, CRM software, PBX, ACD and other legacy systems. A unified contact center solution is faster and offers a better value.
At ConvergeOne, we’re delivering on our mission to provide an excellent customer experience with our WAVES Methodology.
This structured, proprietary methodology ensures your project adheres to a systematic approach, complete with assessment and validation milestones to guarantee a successful project delivery that accounts for all of your objectives. Each and every time you work with ConvergeOne, you will receive a seamless, end-to-end IT experience. Before prescribing a solution, you should analyze your entire network. At ConvergeOne, we invest in our customers by engaging in deep analysis before prescription. It’s foundational to our entire organization. It sounds obvious: analyze first, prescribe second, but many IT service providers fail to follow this approach because they are looking for a shortcut to success, or are selling an in-the-box solution. Our market-leading, proprietary, and proven WAVES Methodology takes a systematic approach to every engagement and comes complete with everything you need behind the scenes to be successful.
With our WAVES Methodology, you can evaluate your investments holistically and prioritize accordingly – all while receiving critical insights that will allow you to make better business decisions.
CONNECT WITH AN EXPERT TODAYOur focus is customer success achieving outcomes with communication, collaboration and connections across all environments. |
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