GENESYS

Customer Experience Platform

Customer Experience

A perfect customer experience with one single software supplier offers competition advantages

 

Corporate Workforce Management

Improve the workforce efficiency and end-to-end experience with corporate workforce management

Communication Center Modernization

Take your communication center customer experience to a higher level

Proactive Customer Relations

Achieve measurable results using omnichannel proactive interaction and communication strategies

Self-Service

Create, distribute, and run strong self-service applications to support Omni channel customer journeys

Cloud

Speed up the value-making process with a wide range of cloud communication center services that reveal the power of extraordinary customer experiences and ensure new income opportunities

The world's number one customer experience platform

Genesys, the world’s number one customer experience platform, provides companies with the opportunity to create perfect Omni-channel experiences, journeys, and relations. Our customers are at the core of everything we have been doing for over 25 years and we believe by heart that perfect customer interactions offer perfect work results. Over 4700 customers in 120 countries trust Genesys when it comes to run over 25 billion communication center interactions a year at cloud and company data center.

Cloud
CUSTOMER EXPERIENCE
COMMUNICATION CENTER MODERNIZATION
Self Servis
CORPORATE WORKFORCE MANAGEMENT
PROACTIVE CUSTOMER RELATIONS

Cloud is the end user model of the Internet protocols-based information technologies. The ease of remote access to information systems, the increased safety, as well as the scalability and reliability of today’s high level cloud-connected model help organizations dynamically provide and scale the virtualized and shared resources.
Cloud communication center solutions must as flexible as to support your organization’s safety, process, and platform needs.
It has three key architectural options that should be taken into consideration by the organizations that aim to modernize and broaden the features of their communication centers: Completely cloud, in-company, and hybrid distribution.
Genesys’ cloud offerings ensure scalability, speed, and safety. Genesys’ cloud communication center solutions can improve the journey of your customer by increasing the customization and ensuring consistent and committed customer experiences throughout the contact points. We meet your customers’ special channel preferences such as mobile, SMS, and social media. Cloud communication center solution helps your organization make a quicker entrance to the market and achieve its goals in a more flexible way.
Genesys offers all types of cloud-based call center and communication center applications. These applications include ACD routing, IVR, reporting, supply and representative optimization applications. Corporate software and data available on the servers run from remote data centers are safely stored in these applications. In many circumstances, old applications can be integrated with hybrid-model cloud services in order to ensure an easy passage and maximum customer flexibility.

A perfect customer experience with one single software supplier offers competition advantages
There may be some situations that are beyond the control of an executive responsible for customer experience or communication center operations at a company. The presentation quality of products or services, the problems about the delivery, and end user expectations can be given as examples to these situations. However, you can control the quality of the experience that the customer will have when he/she first contacts your organization.
Companies, which regularly offer a perfect customer experience (CX), gain tangible advantages that are way beyond increasing customer loyalty and their profitability. Companies, which focus on the entire customer journey at more than one communication point and channel, can gain a significant amount of competitive advantage, reduce customer losses, and make their brands stand out among rival brands. Focusing on the entire customer journey helps companies reduce their costs and increase their sales by turning customers into brand fans and regular buyers.
Which approach is more important in customer experience?
Something that is seen important by an organization can be way beyond the experience expectations of a real customer. Sometimes organizations think too much on the journey and add to the experience unnecessary and complicated processes causing customers to have a difficult time, resulting in a bad customer experience. In order to better define all customer communication points and make sure that they are in accordance with the company expectations, integrating the customer information available in the existing back office systems with the communication center operations and making them automated help arrange your company customer experience. It offers information, which helps your agents and representatives understand the expectations of each customer interacting your company and which comes from more than one source.
At the core of this customer alignment strategy are being able to meet the customer expectations, understand the context of each and every interaction throughout the channels, optimize the customer direction, and use detailed company analyses and customer feedback in order to achieve better results. These fundamental elements form the basis that is needed to make sure that processes are improved in order to strengthen great customer experiences and a holistic approach aimed at customer journey can be created using an applicable intelligence The advantages, which will be gained when you meet customer expectations by offering great customer experiences, help you increase your income, decrease your costs, improve your efficiency, and work with happier employees.
Offer a Problem-Free Customer Journey with Perfect Customer Experience
Many companies added more systems and channel solutions to their existing silo and divided infrastructures while modernizing their call centers.
The easiest method with the lowest cost that directs to a well-defined journey basically utilizes one single software platform. The key to the continuous perfect customer experience is to use a unified platform (a software solution in cloud, in-company or hybrid) that offers a participation optimization and contact point orchestration throughout the new channels instead of trying to specifically integrating multi-supplier or channel solutions.
The perfect customer experience, which takes the company productivity to the highest level, is based on offering a proactive and customized problem-free customer journey. Focusing on the customer experience management for the customers interacting with your company via many channels such as web, chat, e-mail, mobile, and social media is more important than any other things that you will do in order to ensure a competitive advantage for the continuity of your company.
An organization’s decision to switch to “cloud,” whether it is a complete cloud system or an embodied communication center solution, can significantly reduce the costs and decrease the total ownership cost. In addition, the cloud model speeds up the company’s change process and improved customer experiences. Customer experiences are strong and motivating factors in the global market which houses communication centers that play an important role in making a competitive difference independent from the size or the sector of the company.

Modern Corporate Communication Center
The fact that corporate call centers modernize their business processes and platforms to support omnichannel customer experiences in order to achieve better company results is the main element that makes them stand out among their counterparts.
Organizations looking for ways to modernize their corporate call centers with no fuss and low costs should take these five important steps:
1. Changing the expiring ACD
Towards the end of the life cycle of the Automatic Call Distributor (ACD) system, the equipment storage starts to become more and more costly and risky. The mandatory updates and the probability of interruption made the replacement of this technology a fundamental step towards serving today’s customers.
2. Customer Experience Innovation
Making innovations in customer experience while gaining advantage from advanced corporate company processes is the ideal approach for communication center modernization. This approach ensures a permanent infrastructure to achieve optimum customer experiences with the lowest operational cost. Removing organization silos and getting rid of the limitations emerging due to the old technology help you provide a consistent customer experience at all communication points and customer experience channels. In addition, this helps you maintain your competitive advantage in all of your markets.
3. Renewing the infrastructure for switching from TDM to SIP
The future of TDM (Time-Division Multiplexing) systems is unclear as they are hardware-based systems that include high operational costs and are difficult to implement. PBX infrastructure, which could not keep up with the technology, limits the functionality of ACD and offers limited expandability features. The fact that PBXs have shortcomings when it comes to interoperability and upgradability directed organizations to pursue more flexible and dynamic solutions. SIP (Session Initiation Protocol) is an open standard that will speed up your switch to an IP-based communication center. The power and flexibility offered by SIP-featured ACD change provide the organizations with the opportunity to reach the freedom to adapt fast architectural and management models to their companies and carry out new applications and services. IP software keys, ACD as the software application layer, and the SIP application are the triggering components of this evolution.
4. Operation Productivity Gains
Employing a good number of people who has the relevant educational background to efficiently use a range of various customer interactions is getting more and more difficult with each day goes by at a communication center. But now you can make sure that each customer reaches the most suitable representative. Many companies like you virtualizes their communication centers to get the highest efficiency from their most important assets; their employees.
With its highly scalable and flexible communication center virtualizing process, Genesys offers you everything you need to ensure a perfect customer experience. Genesys makes it very easy to ensure a strong and visualized customer services environment that directs all customer interactions among your departments, teams and locations. This is supported with the Constant Workforce Optimization approach including planning, scheduling, and running all your employees.
5. Omni-channel Interaction Management
Omni-channel interaction points made the end-to-end customer journey very complicated. Genesys Customer Experience Platform is way beyond its rivals when it comes to the opportunities to provide consistent and omnichannel’s customer experience at all digital contact points and channels. The platform, which saves the interaction history together with the content details, makes the calls efficient when customers switch among channels. Genesys supports many digital channels including the web (e-mail, forms, chat, WebRTC, social media) and mobile (SMS/MMS messages, self-service, applications) in order to offer consistent experiences independent from the channel used.

Yeni omnichannel self servis, geleneksel self servisten çok daha dinamiktir ve her müşterinin özelliklerini (etkinlik, profil, en iyi ikinci eylem vb.) göz önünde bulundurarak yardımcı servisle sorunsuz şekilde ilişkilendirir.

Çoklu modalite, bilginin bir kanalda sunulmasını başka bir kanaldan alınan yardımla destekler ve tamamlar. Çoklu modaliteye dayalı bir self servis yaklaşımı müşterileri mutlu ederken daha iyi iş sonuçları, daha fazla satış, daha düşük maliyet ve daha güçlü marka sadakati gibi faydalar sağlayacaktır. Örneğin, aşağıdakine benzer bir omnichannel self servis deneyimini düşünün:

Bir kişi yardım için bir işletmeyi aradığında IVR (Sesli Yanıt Sistemi), müşteriye bir web tarayıcı veya mobil uygulama üzerinden tamamlayıcı görsel bilgiler sunar. Görsel bilgiler IVR’ın söylediklerini tamamlar ve daha karmaşık bilgi paylaşımını veya anket türü etkileşimleri yönetebilir.

Telefonda, internette, bir mobil uygulamada ya da birden çok kanalda olması fark etmeksizin müşteriler, basit, etkili ve her kanalda her zaman kullanılabilir self servis etkileşimleri tercih eder. Bu başarıldığında, kuruluşlar self servis ile olumlu deneyimler sağlamanın yanı sıra, olası en yüksek işlem tamamlama yüzdesini elde eder.

Aşağıdakileri uygulamaya koyarak şirketinizi rekabetin önüne geçirin:
Müşteri merkezli, çoklu moda (multimodality) dayalı gelen IVR deneyimi tasarlama
Rutin işlemleri ve müşteri etkileşimlerini kolayca otomatikleştirme
CRM entegrasyonlarıyla her arayanın deneyimini kişiselleştirme
Müşterilerin şirketinizle nasıl etkileşimde bulunduğunu anlamak için analizlerden yararlanma
IVR’a sağlam bir entegrasyonla yardımlı servisi iyileştirme
Bilginin bir kanalda sunulmasını başka bir kanaldan alınan yardımla tamamlayacak şekilde çoklu modaliteye dayalı müşteri deneyimleri sunma
Bağlamı bir kanaldan başka bir kanala taşıma ve böylece müşterinin şirketinizle her zaman sorunsuz şekilde iletişim kurmasını sağlama
Genesys Müşteri Deneyimi Platformu, müşterilerimizin self servis uygulamalarını Proaktif Müşteri İletişimi ve ödüllü Genesys yönlendirme özellikleriyle sorunsuz şekilde tümleştirmesini sağlar. İş gereksinimlerinizi en iyi şekilde karşılayan Genesys Self Servis dağıtım yönteminden yararlanın: Bulut, Karma veya Şirket içinde.

Improve the workforce efficiency and end-to-end experience with corporate workforce management
Organizations must focus on creating perfect customer experiences and omnichannel customer journeys in their call centers in order to increase their customer loyalty levels. However, the common business practices regarding corporate workload management can risk the customer loyalty.
Managing the End-To-End Customer Journey
With each passing day call centers become more and more efficient and productive organizations when it comes to using different communication channels such as voice, e-mail, chat, and even social media interactions. But when it comes to following the customer calls or managing the offline work tasks, these a significant decrease is seen in the productivity level as these offline work elements are not managed using the same principles with the interaction channels.
Back Office Optimization
In a typical customer services organization, offline work elements are not managed and the time necessary to determine these elements is not followed. This situation makes it almost impossible to optimize the productive work time of your representatives. Back office employees, on the other hand, can be far less productive based on customer operations. Work elements are saved in much different application or system, and when your employees are “looking for” another task that should be addressed they can spend the time inefficiently, or what is worse is that they can “prefer” what they like the most instead of fulfilling the most important tasks. Genesys research showed that 28% of the time of the back office employees is spent for fulfilling the unproductive tasks.
Improve the Productivity Thanks to Automation
Executives have to run different data sets in order to manually assign the tasks to their teams and follow-up the productivity. This limited perspective regarding the workload reduces your operational productivity and causes tasks to accumulate and service level agreements to get negatively affected. Finally, your customers experience inconsistency and delays in your service and try to contact you to learn about the reasons for this situation. This situation adds a new unproductiveness and complexity layer to the management of the end-to-end customer experience.
Genesys’ solutions aimed at corporate workload management bring the real-time presence of your call center agents and back office staff together with the skill-based direction opportunities. Now your executives can run their offline communication center tasks and back office work elements more efficiently.

Achieve measurable results using omnichannel proactive interaction and communication strategies
There may be some situations that are beyond the control of an executive responsible for customer experience or communication center operations at a company. The presentation quality of products or services, the problems about the delivery, and end user expectations can be given as examples of these situations. However, you can control the quality of the experience that the customer will have when he/she first contacts your organization.
Companies, which regularly offer a perfect customer experience (CX), gain tangible advantages that are way beyond increasing customer loyalty and their profitability. Companies, which focus on the entire customer journey at more than one communication point and channel, can gain a significant amount of competitive advantage, reduce customer losses, and make their brands stand out among rival brands. Focusing on the entire customer journey helps companies reduce their costs and increase their sales by turning customers into brand fans and regular buyers.
Which approach is more important in customer experience?
Something that is seen important by an organization can be way beyond the experience expectations of a real customer. Sometimes organizations think too much on the journey and add to the experience unnecessary and complicated processes causing customers to have a difficult time, resulting in a bad customer experience. In order to better define all customer communication points and make sure that they are in accordance with the company expectations, integrating the customer information available in the existing back office systems with the communication center operations and making them automated help arrange your company customer experience. It offers information, which helps your agents and representatives understand the expectations of each customer interacting your company and which comes from more than one source.
At the core of this customer, alignment strategy is being able to meet the customer expectations, understand the context of each and every interaction throughout the channels, optimize the customer direction, and use detailed company analyses and customer feedback in order to achieve better results. These fundamental elements form the basis that is needed to make sure that processes are improved in order to strengthen great customer experiences and a holistic approach aimed at customer journey can be created using an applicable intelligence The advantages, which will be gained when you meet customer expectations by offering great customer experiences, help you increase your income, decrease your costs, improve your efficiency, and work with happier employees.
Offer Problem-Free Customer Journeys with Perfect Customer Experience
Many companies added more systems and channel solutions to their existing silo and divided infrastructures when modernizing their call centers.
The easiest method with the lowest cost that directs to well-defined journeys basically uses one single software platform. The key to the continuous perfect customer experience is to use a unified platform (a software solution in the cloud, in-company or hybrid) that offers a participation optimization and contact point orchestration throughout the new channels instead of trying to specifically integrate multi-supplier or channel solutions.
The perfect customer experience, which takes the company productivity to the highest level, is based on offering proactive and customized problem-free customer journeys. Focusing on the customer experience management for the customers interacting with your company via many channels such as the web, chat, e-mail, mobile, and social media is more important than any other things that you will do in order to ensure a competitive advantage for the continuity of your company.

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