How Do Your Customers Feel About Customer Service?
Studies reveal that 80 percent of consumers say customer
service has a significant influence on consumers’
opinion of a company. Eighty-five percent of consumers
said they would stop using a company’s product
or service following a bad call center experience.
The critical touch point between you and your customer is full of potential. A fully integrated and dynamic contact center offers you an opportunity to strengthen customer interactions, increase revenues and improve operational efficiencies across the enterprise.
Genesys stops customer frustration. When interactions are routed to your agents, the information to complete the request can be included and used to map requests to the appropriate resource. This avoids transfers and repeating of information, reducing average call times and increasing first-call resolution rates. Offering choice of interaction types – quickly connecting requests to the right resources, with the right information, speeds resolution and stops customer frustration.
Genesys drives efficiency. By tying together disparate centers into an integrated, virtual contact center, service levels improve and customers enjoy a consistent experience. Genesys integrates with more leading hardware and software systems than any other vendor. Convenient, self-service options expedite service while reducing agent handle time and service delivery costs. In addition, Genesys reporting provides a clear view of your operations to enable better utilization of resources and improve morale.
Genesys accelerates business innovation. Enabling customers to interact how and when they want: phone, email, Web chat, IM and even video calls improve service and loyalty, while also reducing costs and expanding capacity. Proactive contact allows you to add new alert services, communicate offers and reduce call volumes when incidents occur. The open architecture and packaged adapters simplify integration with your existing systems – CRM, databases, switches and IP environments. This allows you to gain operational insights, align service levels to customer value and capture revenue opportunities. Customers connect to the right resource – even someone outside the contact center, such as branch experts, back office, outsourced operations and information workers.
Genesys has delivered contact center software and services for over 10 years and is chosen by more industry leaders than any other vendor worldwide. Over 4,000 of the world’s industry leaders trust Genesys for their contact center solutions, including:
- 20 of the world’s 25 largest telecom companies
- 10 of the world’s 10 largest automotive companies
- 9 of the world’s 10 largest utilities companies
- 8 of the world’s 10 largest banks
- 7 of the world’s 15 largest managed healthcare organizations
