omnichannel cloud technology Archives

26
July

What is Cloud Contact center?

Contact centers found in the businesses that is responsible for organization growth. Cloud technology has improved the world in many possible ways. Modern call center technology has moved past average handle time, hold times and workforce optimization (WFO). Now, workforce engagement management (WEM) tools give you full insight. They provide a clear picture of customer and employee journeys.

Contact centers empowered by cloud tech gained numerous advantages in the market, leading to their overall popularity and usability. In the cloud, thousands of users backed up their data and accomplished different transactions. Even businesses boomed with the help of cloud technology. Among the businesses that boomed are cloud contact center solutions.

Good customer experience starts with using cloud technology.

Companies are facing severe competition to retain their customer and making them gratify.

All businesses are struggling with increased operational expenses, rising manpower cost and attrition. Along with this, keeping call center margins under tab and variable agent count requirements pose difficulty as well. To meet the above stated challenges, BPOs either deploy premise-based contact center or cloud contact center.

In today’s market many companies providing call center / contact center solutions but all are not pledged with functionalities. Now, cloud technology is making its way to numerous enterprise call centers, regardless of the size of organization. Cloud technology not just helps connect better with customers but also help you make a professional impression on customers. According to a recent report, more than 34 percent companies ae using cloud contact center technology for their call centers.

Contact for Cloud Solutions

Benefits of moving your call center to Genesys cloud.

cloud-based contact center software with all the essentials built in. This includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics and easy ways to connect your other business systems.

Genesys is delivered over Internet as SaaS and works as complete communication suite for both domestic and international inbound and outbound contact center requirements. Genesys has you covered for all the ways you want to connect with customers.

AI Powered innovation:

Genesys offers AI flexibility. Maximise your investment with capabilities that work with other chatbot platforms from Google, Amazon, IBM and more. Whether you’re designing a function for voicebots, chatbots or messaging bots, the Genesys platform lets you build once and reuse on any channel.

ROI:

Genesys cloud contact center charge businesses for exactly they use and do not require any investment, which makes the overall deal extremely beneficial for any enterprise. It also provides on-demand support to customers along with a personalized experience to customers, which builds better brand image and maximize customer satisfaction.

As per the recent research cloud call centers have around 40% lower annual costs related with customer turnover as compared to on-site contact centers. Using cloud-based technology reduces time spent on maintenance and upgrades. In fact, cloud centers in the cloud are more likely to deploy quickly, which is considered to be its key benefit.

Customer experience (CX):

CX Contact is an omnichannel, outbound campaign management solution that enables you to proactively reach out to your customers in an agile and fully compliant way. It’s designed to be easily managed by the business user, providing the agility your organization needs when it comes to how and when to communicate with customers and prospects.

Customer experience (CX) Contact is equipped with a built in self-service, email and SMS content management system that enables easy and repeated use of pre-set campaign strategies. The list manager needs no database manipulation skills, and allows the users to easily set profiles and segments to leverage different contact strategies and channels. Every uploaded contact record enriched with global compliance data, enables the business users to consistently manage all regulatory requirements in global, regional or local level.

Digital experience (DX)

Businesses need to market, sell and engage with customers from anywhere across the digital channels they know and trust — now more than ever. As a company committed to delivering on our Experience as a ServiceSM vision, we know loyalty and trust are built on personalized interactions. Today’s customer journey often begins with a digital experience. This is the age of the digital majority.

Advantages of Genesys cloud contact center solutions.

Genesys Cloud CX is a unified all-in-one customer engagement and employee collaboration solution that is intuitive, easy to use and deploys rapidly. It is designed to help you deliver consistent, seamless, and personalized customer experiences.

Reduced hardware, software and internal IT expenses
No upfront capital cost
Connect with customers, manage relationships, and see trends using one simple platform.
Empower employees with valuable real-time information.
Gain a competitive edge.
Fast set-up and implementation
Flexibility to work anywhere
Scalability

Our team is happy to connect with you and take you on a product demo.‍ See how our products work together to streamline your helpdesk process and significantly improve your customer experience.

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Posted by Rupali Mahantesh

Geneys Cloud contact center solution, omnichannel cloud technology

Cloud Contact Centers PureCloud

12
July

What Every Business Leader Should Know About Cloud Contact Center Solutions

Cloud contact center solutions are becoming a very frequently used technology were transforming the customer experience. Let’s ask any business leader about their contact center experience and their eye will be glass over.

As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.

One of the highest in-demand technologies in the market today, cloud contact center services allow you to implement solutions which can rapidly attract and engage your potential customers zestfully ushering in transformations and paving the way for a well-defined and a more customer-friendly platform.

Redefining customer experience:

Genesys omnichannel cloud technology help business leader to redefine their customer experience. To make more business by capturing to increase leads and ROI, each call must have skilled agents and the best tools in its arsenal. Let’s take a closer look at cloud contact center technologies and how companies are using them to solve customer issues and streamline costs.

Software built for seamless channel surfing

Genesys Cloud provides enhanced omnichannel customer service and support on a single platform.

Provide delightful customer interactions across all channels, managed in one place. No matter how customers reach out to you, we’ve got you covered.

Built from the start to handle any channel, our contact center software follows the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking channels and start thinking experiences.

Intuitive user interface that’s designed for your teams

Make sure you’re not overlooking good user experience. Poorly designed software takes longer for your customer service teams to learn to use — and can delay tasks.

Our contact center software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact center productivity — and in your bottom line.

Modern, secure cloud architecture

Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility.

With Genesys cloud contact center software, you get a multi-tenant, microservices architecture you can trust — with the scale, flexibility and security you need. Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated team of security and privacy experts works hard to keep you protected from threats.

Constant innovation and continuous deployment

Legacy call center software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So, your updates are painless, low-risk events with no downtime.

You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.