Genesys Releases Contextual Customer Experience Platform

Genesys has introduced the next generation of its customer experience platform which enables organizations to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalized for every customer.

Omnichannel journey management from Genesys combines omnichannel context (inclusive of voice), multimodality, orchestration, and journey lifecycle management to transform both self and assisted service. With these new capabilities, organizations finally have a platform to engage and guide customers across their journeys, delivering consistent and effective customer engagement with increased operational efficiencies.

As customers increasingly engage with organizations digitally via mobile devices, they follow self-directed and seemingly random journeys. Today, organizations manage those journeys from organizational silos that are not context aware of the customer or their journey. The result is an impersonal experience that leads to dissatisfied customers and inefficient operations. In response, organizations have tried to reimagine and design deliberate customer journeys, but these have often been impractical to operationalize. With the next generation of the Genesys customer experience platform, companies can rapidly implement, orchestrate, monitor and tune these redesigned omnichannel customer journeys.

Most companies today can only support multichannel customer interactions. They support many channels such as voice, email and chat, but typically cannot share context across all channels inclusive of voice (omnichannel context), but cannot synchronize multiple channels simultaneously within a single interaction (multimodality), and cannot direct journeys or interactions in step-by-step sequences (orchestration). Moreover, this approach leaves companies unable to manage the lifecycle of the customer journey to provide the kind of personalized and context-appropriate experience that today’s digitally driven customers demand.

Because many customers begin their interactions with companies using self-service touchpoints, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and poor customer experience. Omnichannel journey management transforms self-service engagement with contextual personalization aligned to the customer’s journey, history, intent and importance. Multimodality applied to self-service takes it further by revolutionizing single channel self-service---complementing the presentation of information in one channel with assistance from another. For example, a customer who calls into an IVR can be offered visual assistance from a synchronized web site or mobile app for a richer multimodal experience. This can include a multitude of synchronized channels and touchpoints including chat, video, text, voice, Web sites, IVRs and mobile apps all within a single, personalized interaction.

Supporting multichannel customer interactions has left contact center employees overwhelmed with multiple systems and screens to navigate to provide customer service or sales. Additionally, many employees still handle single interactions while specialists and back office experts are engaged to handle digital interactions or provide support. The omnichannel desktop available with the Genesys customer experience platform offers both front and back office staff a comprehensive view into all interactions and touchpoints, while newly integrated knowledge management technology offers contextual guidance to improve customer engagement.

The newly integrated journey dashboard provides front office staff with insight into customer journeys in order to improve the customer experience. Using these capabilities, a skilled employee who has full context of the customer journey combined with a customer’s interaction history across all digital channels, and is able to make specific product recommendations, marketing offers or billing adjustments.

“To date, no vendor has delivered a customer experience platform that can truly orchestrate and manage customer journeys,” said Genesys CEO Paul Segre in a statement. “The new omnichannel journey management capabilities available with the Genesys customer experience platform set a new standard for customer engagement and firmly establishes Genesys as the industry leader for both vision and execution.”

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