Self services with acceptance

October 27

Last updated on October 27, 2022

Take the effort out of self-service

Delivering great customer experiences is about simplifying and personalizing engagements. Respond to customers faster and more proactively, while tailoring every interaction to customer preferences.

Ensure IVR conversations feel natural

Self-service should provide an easy customer experience. With Genesys IVR, you can use NLU voicebots to serve customers. Or, if human support is needed, you can route calls to an agent with full context.

Integrations with recognition engines like Nuance and Google Contact Center AI enable understanding of complete phrases. Integrated dual-tone, multifrequency and speech-enabled options offer more ways to improve experiences and resolve issues faster.

Elevate self-service customer interactions

Omnichannel is the new normal. Blending voice and digital channels is key to creating exceptional customer experiences. Let customers quickly transition from bots to skilled call center agents.

Carry over conversation context in real time, giving your support team the tools to do their jobs. Improve both customer and employee experiences by providing customer journey and CRM information.

Design IVR and self-service journeys with ease

Configure, design and manage self-service journeys without IT help. Create your IVR once and deploy across channels to provide on-demand self-service. A sophisticated toolset lets you personalize the experience for quick customer identification and resolution.

Tailor rules, messages, menus and multilingual flows based on who the customer is, why they’re calling and your contact center capacity. This improves FCR, Net Promoter Score and containment rates.

Leverage powerful pre-built apps

Delivering personalized self-service should be seamless. Create solutions using pre-built, multilingual apps — all of which are natively available from your contact center solution.

Get the advantages of continued innovation, greater agility and reduced costs. Reusable action menus save time and resources, giving you greater agility and reduced costs. Add new applications and bot technologies, as needed, without rethinking your business logic.

Choose a modern self-service solution that works for your business- Genesys Cloud CX.

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