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News : Genesys Launches Native Journey Management for Genesys Cloud

#contactcenterworld, @Genesys

Denver, CO, USA, May 14, 2024 - Genesys(R), a global cloud provider in AI-powered experience orchestration, announced the availability of native journey management capabilities for the Genesys Cloud™ platform that seamlessly works alongside Genesys Cloud AI helping organizations ensure every customer interaction is continuously optimized. 

Today's consumers set high expectations for every interaction with a brand, and they won’t hesitate to take their business elsewhere after a poor experience. Yet, most contact centers still rely on traditional metrics like average handle time, first-contact resolution and others to measure the health of their customer experiences. While important, these metrics are only one chapter in the complete story of a customer’s entire journey.

According to Gartner(R), "Investing in customer journey analytics and orchestration (CJA/O) is critical for customer service and support technology leaders aiming to simplify complex customer journeys and improve service experiences."

"Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud," said Olivier Jouve, chief product officer at Genesys. "With this release, every organization can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth."

By bringing together Genesys Cloud AI and Genesys Cloud Journey Management, the company is laying the groundwork to help organizations better understand the root causes of successful and unsuccessful experiences and receive timely alerts when there are unexpected changes in journey performance. This paves the way for business leaders to address challenges more effectively, armed with sharper insights and faster responses.

Journey Flows is now available and included with any Genesys Cloud CX(R) license, while Journey Analyzer is currently offered under limited availability. These capabilities mark the first phase of native journey management for the Genesys Cloud platform with more expansion expected this year.

"We’re the leading managed vacation and holiday resort businesses in Europe because of our commitment to delighting our guests and owners by delivering great customer experiences," said Neil Jones, voice communications lead, Awaze. "Using Genesys Cloud Journey Management for just a short time showed us how we can use journey analytics to help fine-tune our approach to CX. The ability to see into our flows and visualize customer behavior interactively in the same platform where we design and build experiences helps us to instantly apply this insight to optimize every touchpoint for the best customer outcome."

"Journey management capabilities have long been a holy grail for companies seeking to understand how best to service their customers and prospects. To date, these capabilities have required complex and expensive add-ons, which only the largest companies deployed," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. "With journey management now natively available in Genesys Cloud, more businesses will be well-positioned for a future where AI-driven service experiences will dominate, requiring them to continually optimize their knowledge, data and training to fuel positive, loyalty-building engagement with their customers."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Genesys:
Company LogoGenesys® 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.
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Today's Tip of the Day - Making It Easy For Customers To Contact You

Read today's tip or listen to it on podcast.

Published: Thursday, May 16, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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