Benefits and Insights

Why use Genesys Customer Interaction Management?

Key differentiators & advantages of Genesys Customer Interaction Management

  • Provides a unified platform and a single queue for handling customer interactions from any channel — voice, video, IP telephony, e-mail, chat, SMS, Web, mobile, work item, and self-service.
  • Enables advanced routing of every customer interaction via a universal routing engine.
  • Allows you to achieve business goals related to the customer’s experience — cutting costs, meeting SLAs, and optimizing the experience of high value customers.
  • Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touch points, while minimizing costs.
  • Centralizes development and administration of customer workflow to simplify management of all interactions.
  • Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise.
  • Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third- party applications.
  • Leverages existing TDM, IP, cloud- based, and hybrid contact center infrastructure to enable seamless migration to newer solutions.
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