Genesys, a player in omnichannel customer experience (CX) and contact center solutions, has introduced the Genesys Customer Experience Platform, which can give user organizations the ability to fully orchestrate and monitor multimodal omnichannel journeys and interactions, even while these are also made personalized to fit specific customer contexts if not requirements.
Choon Seng Tan, managing director of Genesys Southeast Asia, said that the goal is “to manage the customers’ end to end journey.” But the question is “how to do this.” As such, Genesys introduced new platform capabilities that enable organizations to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalized for every customer.
Most companies can support multichannel customer interactions – e.g. they support many channels, such as voice, email and chat. However, they are unable to share context across all channels, inclusive of voice (called omnichannel context). With the Genesys platform, customers not only get omnichannel context, but three additional capabilities that collectively enable omnichannel journey management. The new platform works side by side with the installed CRM applications.
According to Choon Seng Tan, Genesys managing director for Southeast Asia, “taking into account the personalized service culture in the Philippines, customer engagement is actually best delivered leveraging the customer’s unique context and experience and matching it with a personalized touch.” As such, Genesys’ omnichannel offering “allows organizations to efficiently manage the customer engagement process in a more personalized way that fits well the cultural particularities of the Philippines”
To enable organizations to deliver omnichannel journey management, new capabilities were added to the Genesys Customer Experience Platform. These include: Customer Journey Analytics and Monitoring that provides visibility and insights into individual or multiple customer journeys for optimized agent interactions and for monitoring and tuning of journeys; Omnichannel Desktop that provides agents and knowledge workers an integrated desktop from which to engage customers and to complete their related work items; Personalized Multimodal Self and Assisted Service, which provides contextual and personalized multimodal self-service for each customer; and Knowledge Management, which provides both agents and customers proactive contextual knowledge in self-service or agent-assisted scenarios.
To date, no vendor has delivered a customer experience platform that can truly orchestrate and manage customer journeys. The new omnichannel journey management capabilities available with the Genesys Customer Experience Platform set a new standard for customer engagement.
For more information, visit www.genesys.com.
