What are the advantages of using omnichannel platforms from Genesys?
Today IT-technologies are actively used in various occupations. The application of software products has a great impact on business development. Many companies have managed to outrun competitors and become business leaders with their help. Business organizations were able to achieve success not only due to the correctly chosen development strategy, but also through the introduction of modern technologies. One of the most important element in the structure of any enterprise is a communications center. Its development requires the use of industrial platforms and customized solutions. The use of omni-channel platforms allows to improve customer service indicators in contact centers and increase the overall performance of the business.
Genesys is one of the leaders on the Gartner Quadrant list, among contact center solution providers This company was founded in America in 1990. To date, it has more than 2000 partners in 80 countries. Genesys has developed a PureEngage contact center platform with its help, it became possible to organize omni-channel customer service. The main goal of the omni-channel strategy is to collect data and customer access history through all communication channels. Genesys PureEngage has built-in functionality – Predictive Routing. It allows to use all the information stream received earlier or in real time through voice and text channels or online chat rooms. Further, the analysis and application of the obtained data enable companies to improve the work of the contact center and increase customer loyalty to the company.
How to extend standard methods of customer communications with Nova.ChatsConnector?
СToday instant messengers have become a popular communication channel among the population around the world. They began to be actively used in business, being used as an alternative. Contact center operators are increasingly having to communicate with customers via Telegram, Viber, WhatsApp, Facebook or other instant messengers. That being the case, NOVA IT’s specialists were able to create and present in the communications market a unique Nova.ChatsConnector platform for Genesys PureEngage. ЭThis solution allowed to expand the standard possibilities of communication with customers through popular instant messengers. The uniqueness of the product is that now messages received from customers via any communication channels will always come to the operator in a single interface and remain in a single database of calls.
What additional features appear when using online chat?
The organization of communications with customers through online chat has more advantages for both the client and the company as a whole.
The priority of online communication can include such features as:
Communication at any time, with preservation of the history of interactions for each client
Quick way to send a request or get an answer
Сommunication from anywhere in the world without financial costs
Сonfidentiality of text messages
There is no need for an instant response, there is time to clarify the information
One operator can serve several clients at the same time
Optimization of the work of operators in the contact center
Savings in the cost of servicing the communications center