The bank is working with Genesys to transform its customer experience capabilities for a digital audience by realising its vision of omnichannel delivery through the Genesys Engage platform.
Affinbank currently provides customers with access to digital channels, including email, web chat, and social media, in addition to traditional phone calls. Before the implementation of Genesys Engage, the Affinbank Call Centre relied only on voice channels. The bank has now upgraded its call centre operations with the Genesys Engage platform, a full suite of omnichannel capabilities coupled with an Interactive Voice Response (IVR) self-service tool.
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Thursday, November 26, 2020
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.