Genesys Europe B.V.
The Genesys PureEngage Cloud Customer Experience platform provides organisations with a complete customer contact service that will deliver consistent, seamless and personalised experiences across all touch-points. Whether via self-service or human-assisted, Genesys ensures alignment with the stage and type of the citizen’s journey.
- Complete, market leading omnichannel contact centre solution.
- Agent Desktop – omnichannel desktop with complete interaction history.
- Call steering—play announcements, collect information with DTMF and speech recognition.
- Real-time reporting—Management by exception across all media.
- Historical reporting—Comprehensive analysis of all interaction data.
- Call recording and analytics—Fully compliant for quality and analysis.
- Workforce management—forecast, schedule, and track performance.
- Control – User-friendly UI for modification of IVR and routing.
- Integration – Open standards and API-based for third-party application integration.
- Browser based – compliant and user friendly web interfaces.
- Improve Customer Experience – First Call Resolution, personalization and consistency.
- Improve Net Promoter Score.
- Improve productivity, reduce handling times, avoid transfers and repeat information.
- Reduce Total Cost of Ownership – Simplified single application.
- Exceed SLAs – dynamic routing prioritisation.
- Improve compliance – with quality monitoring evaluations.
- Improve reactivity – with access to real-time monitoring and analytics.
- Improve agility - support new locations or lines of business.
- Anywhere access – work from any PC with internet access.
- Service customers on the channels they want.