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Genesys optimises customer journeys with new solution

By Catherine Knowles
Thu 16 Jun 2022

Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to become more people-centric.

According to the company, businesses can evolve from seeing single interactions to visualising end-to-end customer journeys across multiple channels in real time for dynamic total experience awareness and control.

Limited data, organisational silos and analytics that deliver weeks-old insights have led brands to become passive participants in the experiences they deliver, the company states. They have no real view or capability to make them better, leaving their customers feeling unseen and wanting more.

Available to businesses using the Genesys Cloud CX and Genesys Multicloud CX platforms, the Pointillist Contact Centre Optimisation solution gives a new way to measure, monitor and improve people's journeys across the lifecycle, Genesys states.

Through the solution, Genesys is amplifying the insights available to businesses by helping them unlock data from any source so they can better visualise journeys and measure the impact of customer behaviour on their outcomes.

Leveraging additional context about each customer's current intent and prior experiences, service teams are able to better understand people's goals and quickly spot and remove roadblocks getting in the way of great experiences within and beyond the contact centre, Genesys states.

More specifically, with the solution, Genesys is giving businesses more visibility into customer behaviours driving operational KPIs for digital and voice channels. This enables companies to increase customer satisfaction while improving business metrics like first contact rate, self-service rate and cost to serve.

For example, Genesys states a large broadcast and cable television company observed a lower Net Promoter Score and higher call-in rates for customers who suspended their mobile service through the website. A deeper analysis using the solution revealed that customers could suspend but not resume mobile services using the website, resulting in higher call volumes.

The company improved its self-service functionality to provide a more complete digital experience. The journey analysis projected 10,000 customers per month could restart their service via the website without calling in for assistance, which would increase NPS for these customers by 7 points and save more than $1 million annually.

Powered by artificial intelligence, the solution helps businesses to identify meaningful changes in any customer journey by exposing anomalies, period-over-period changes and trend deviations as they happen.

When unusual operational patterns are detected, businesses are automatically notified so they can intervene with a more prescriptive and scalable solution before the problem becomes worse, resulting in higher customer satisfaction and better contact centre performance.

This solution was made possible by the company's acquisition of Pointillist last year, Genesys states.

Jim Tincher, founder, CEO and journey mapper-in-chief of heart of the customer for Genesys commented, “We’re in an experience economy, and companies that fail to deliver great customer experiences will be left behind. Today’s leaders are under increasing pressure to create intuitive experiences, developing the journey around individual customer’s needs in a real-time environment.

"With its new solution, Genesys is empowering employees with real-time insights to better engage, prioritise and understand people as they shop, buy and need care enabling businesses to drive better outcomes and create happier, engaged customers.”

Olivier Jouve, executive vice president and general manager of Genesys Cloud CX, comments, “Businesses today are competing on the value they provide customers and the ability to help them achieve their goals. By extending our orchestration capability with deeper customer journey analytics, we’re making it easier to uncover and employ insights so companies can break down every barrier standing between people and great experiences.”

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