Digital Engagement
We've heard it before: you're only as good as your last customer experience. In this case, that experience was likely a chat or an email. Responding in kind in a proactive manner lets you engage with your customer, using their preferred communication channel. The Genesys Digital and Mobile Engagement Solution does precisely this, providing a personalized and unforgettable customer experience using the channels you need.
Digital Channels Engagement: empowering your employees
The Digital and Mobile Engagement Solution provides access to the digital channels you need for your contact center and at the center of this solution is the Genesys omnichannel, Cloud-based Agent Desktop. This desktop supports your contact center's available channels, and lets agents handle them in a multimodal manner--customers can work with agents across multiple channels to solve a given issue. Supported channels are:
For details, see Channels for agents and supervisors.
Configuration and Analytics for your digital channels: understanding your contact center
As with voice, there is a central configuration interface that enables your agents to access to more (or fewer) channels.
We know that understanding the digital media traffic coming into and going out of your contact center is important. Genesys integrates reporting for digital channels along with voice so that you gain a complete picture of the contact center activity you need.
Powered by Genesys
Genesys Cloud solutions are built to grow and adapt to your changing needs. All our solutions use the powerful underlying Genesys Framework to ensure great customer experiences. The technology that specifically powers digital media and mobile interactions in your contact center includes the following:
Genesys eServices is a full suite of products designed with the specific intent of handling digital transactions in your contact center. You can read all about them here. Mobile interactions are handled with the Genesys Mobile Engagement offering, which you can read about here.
Of course, Genesys also delivers the full range of Cloud-based call center and contact center applications. These include the capability to get any given interaction to the right agent, performed by Genesys Routing and Orchestration. And while you will get routing applications provided for you, there is always the option to create new ones or modify those you have with our easy-to-use tool, Designer.