Digital Engagement and Mobile 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, including email and chat.
Digital Channels Engagement: empowering your employees
Similar to, but extending the Inbound Voice Solution, the Digital and Mobile Engagement Solution adds the digital channels you need for your contact center.
Easy to Use
At the center of this solution is the Genesys omnichannel, Cloud-based Agent Desktop. This desktop supports all your contact center's available channels, and lets agents handle them in a multimodal manner (add link to specific pages about multimodality). Supporting this cross-channel experience is tool we call Designer. As with voice, Designer lets you get the right agent to handle the digital interaction this solution enables. Its easy-to-use interface gives you a chance to model your business in the way you route interactions, regardless of channel. [New-graphic-needed Put Agent Desktop screenshot Graphic Here].
Configuration and Analytics for your digital channels: Setting up and understanding your contact center
As with voice, there is a central configuration interface that enables your agents to access to more (or less) channels. (Links and graphics) Since you are going to want to understand the digital media traffic coming into and going out of your contact center, Genesys integrates reporting for digital channels along with voice so that you gain a complete picture of the contact center activity you need.
Mobile Application Engagement: empowering your customers
A particularly powerful aspect of this solution is its ability to include mobile interactions (link), delivering a highly personalized and proactive experience based on customer value, history, and location.
Stength of a Mobile Offering
With this mobile capability, you can:
- Escalate an interaction from mobile app via phone, text, chat, and more (link)
- Connect customers with the appropriate resources (link)
- Schedule interactions with customer service, notifications, and callbacks (link)
- Incorporate context — including transaction history, location, and preferences (link)
- Integrate seamlessly with mobile identification, verification, and social media
World-Class Products: empowering your business
The power of our Digital Engagement and Mobile Engagement solution resides in the collection of world-class Genesys products that underlie it. Although your day-to-day contact center activities will most likely not take you to the details of these underlying products, you may be interested to know about them. These products include:
- Genesys Routing provides the intelligence that gets the call to the correct agent, and is what you configure when you work with Designer.
- Digital engines and analytics frameworks span a number of products that power the omnichannel experience and the reporting you do about your contact center.
- Genesys Web Services act as the Cloud gateway for requests that come into and leave your contact center.
About Genesys Cloud Solutions
Genesys Cloud solutions are built to grow and adapt to your changing needs. All our solutions come with the ability to meet the daily needs of your contact center.
Genesys delivers the full range of cloud-based call center and contact center applications. These include ACD routing, IVR, reporting, provisioning and agent optimization applications, while securely storing the business software and data on managed servers in remote datacenters. In most cases, legacy applications can be integrated with Cloud services in a hybrid model to provide easy transition and maximum client flexibility.
Easy to Configure
The Genesys Cloud platform enables you to create basic virtual contact-center infrastructure and begin using it within minutes.
With an easy-to-use configuration interface, you can adjust the agents in your contact center, configure skills, and tweak other important settings. Although you will be given some out-of-the-box routing strategies, you can customize and add to them with Genesys Designer, an easier-than-ever-to-use tool that lets you represent your contact center business logic in how you deliver calls to agents.