Description
Interconnecting RightNow and Genesys solutions, companies can intelligently route customer interactions to the right agent at the right time, while also arming agents with relevant customer information via a multi-channel agent desktop. Together you can:
- Improve your first contact resolution—intelligently route customer interactions to the right agent at the right time
- Deliver multi-channel customer interactions via web self-service, email, chat, and phone
- Integrate workflow tasks with skills based universal queue, routing, and optimization solution
- Advance agent productivity—providing unified agent desktop that delivers the knowledge they need, when and how they need it
- Improve interaction productivity, consistency, and quality with a common knowledge foundation across all customer interaction points and sources
As agents answer incoming inquiries, they will be able to address customer needs faster and at a lower cost, while ensuring that customers never have to repeat information previously provided. Because agents immediately understand the context of the inquiry, they can maximize cross- and up-sell opportunities while delivering consistently relevant customer service. Plus, the integration of RightNow CX and Genesys solutions speeds IT deployment time and minimizes cost.
Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation.
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