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Genesys Focuses on Better Customer Experience
IVR Featured Article

Genesys Focuses on Better Customer Experience

 
October 13, 2014

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  By TMCnet Staff
 


Consumer expectations are increasing; meeting and exceeding customer demands is becoming more complex and difficult. Today, customer experience (CX) has become a business discipline and companies are sitting up and taking it more seriously. Genesys (News - Alert), with its redesigned user-experience platform, is helping to usher in a new user-interface paradigm for the industry.


The platform’s new interfaces and workflows, built specifically to deliver a role-based and intuitive business user experience and reduce administrative cost, promises to help leaders in their quest for newer ways to effectively manage the customer journey.

“The new Genesys user experience is the culmination of a collaborative process that included customer feedback and market research to deliver Genesys customers the best possible user experience available anywhere,” said Paul Segre (News - Alert), president and CEO, Genesys.

Customers evaluate the quality of service given by an enterprise based on their personal experiences, and today users expect all sites to serve content as it happens. They look for consistency across all user platforms, be it a smartphone, the Web or social media.

Unfortunately, today’s traditional contact center management tools are rather outdated with respect to today’s customer experience market leaders, primarily because real-time information is difficult to access. Additionally, these tools require specialized training, are limited in scope because of proprietary hardware and require IT staff to constantly make changes.

The Genesys platform is helping business users gear up in all directions. It helps provide a consistent user-interface framework across all Genesys products by more effectively matching the workload and the required staffing levels for each customer journey. Also, it helps deliver consistent service levels over all touch points, channels and interactions throughout the call or contact center and back office. Based on real-time and historical data, the Genesys platform helps manage and refine contact strategies to better achieve business objectives.

Further, with little or no formal training required, and offering easily shareable and actionable analytics, the latest version of the Genesys customer experience platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates.

“The new user experience will fundamentally transform how organizations of all sizes manage the customer experience,” observed Segre.

Whether the new version of the Genesys Platform will help customers feel more valued, deliver the simple and intuitive user experience needed and whether the experience that business delivers aligns with the expectations of the customer and the customer journey, remains to be seen.



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