News : Genesys Powers New System of Engagement for Customers
Sydney, Australia, April 23, 2015 -- Genesys, a provider in omnichannel customer experience (CX) and contact centre solutions, announces the introduction of the next generation of the Genesys Customer Experience Platform.
The new platform capabilities enable organisations to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalised for every customer. Omnichannel journey management from Genesys combines omnichannel context (inclusive of voice), multimodality, orchestration, and journey lifecycle management to transform both self and assisted service. This new platform acts as the "system of engagement" to work side-by-side with the installed CRM application(s) that acts as the "system of record," managing the customer record and operational business processes for customers.
Posted by Veronica Silva Cusi, news correspondent
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Genesys is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Friday, April 24, 2015