More and more customers are moving away from interacting with businesses solely through the traditional voice channel. Customer engagement marked by use of chat, email, co-browse has overtaken the voice channel and a fundamental shift by companies to support omni-channel customer care scenarios is required. Consumers are connecting with organizations in multiple ways and at times starting in one channel and ending the transaction in another. This is a new problem that businesses are only just beginning to understand and address in an effort to win and retain customer loyalty.
Our Voxai team has experience implementing the Genesys Digital solution suite in a broad array of corporate environments. In addition to transforming and enhancing customer’s multi-channel communication environments, Voxai has built custom desktop applications fully integrated with our clients’ existing systems. These applications enable a broad range of media —voice, email, chat, SMS, Open Media (work items) and more — to intelligently route conversations through Genesys’ universal routing capabilities.
Voxai has skills and experience with the following Genesys software solutions:
- Social Engagement
- Conversation Manager
Leverage Voxai’s experiences with Genesys Digital solutions to increase revenues and efficiencies while reducing costs by orchestrating individualized customer journeys across digital channels.