A Practical Guide to Modernising Your Contact Centre and Delivering Omnichannel Customer Experiences
With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernise your contact centre infrastructure for omnichannel customer engagement right away.
With an integrated customer experience platform in place that supports multimodality, orchestrated routing and journey management, you can deliver omnichannel CX, increase employee engagement, and optimise business processes and performance. This white paper discusses:
- How to evaluate existing systems and define omnichannel CX requirements
- How an integrated customer experience platform for all digital channels and voice is the foundation for omnichannel engagement
- Success stories of industry leaders that have made the move
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service...
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