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apacciooutlook | Friday, April 22, 2016
FREMONT, CA: GENESYS empowers organisations to build exceptional customer relationships with personalised, omnichannel experience across all journeys in the customer lifecycle, introduces an updated call center system with widespread auxiliary programs for Avaya and Aspect customers.
The Customer Experience Platform enables enterprises to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalized for every customer. The next generation of contact centre solutions goes beyond single touchpoints to include all channels and interactions, and is capable of proactive inbound and outbound omnichannel customer experience, aingle integratedand highly scalable customer experience platform, customer engagement orchestration and interaction analytics.
The Genesys omnichannel engagement center solution offers significant customer satisfaction and cost-saving benefits, reduced infrastructure and operational costs by 38%, improved contact centre agent productivity by 40%. Improved first call resolution by nearly 70%.
“Many organisations are realising that omnichannel is now a business imperative and their legacy call centre infrastructure poses significant challenges to serving customers seamlessly in their preferred digital channels with full lifecycle context. The Genesys Omnichannel Engagement Centre Solution offers customers an easier, more effective way to modernise their systems and deliver powerful omnichannel experiences,” says Tom Eggemeier, President of Genesys. “These new competitive programs allow Avaya and Aspect customers to switch to Genesys in a painless and cost effective manner and deliver omnichannel experiences that today’s consumers expect.”