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Category: Contact Centers

Genesys cloud contact center solutions, customer exerience
Cloud Contact Centers PureCloud

What Every Business Leader Should Know About Cloud Contact Center Solutions

Cloud contact center solutions are becoming a very frequently used technology were transforming the customer experience. Let’s ask any business leader about their contact center experience and their eye will be glass over.

As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.

One of the highest in-demand technologies in the market today, cloud contact center services allow you to implement solutions which can rapidly attract and engage your potential customers zestfully ushering in transformations and paving the way for a well-defined and a more customer-friendly platform.

Redefining customer experience:

Genesys omnichannel cloud technology help business leader to redefine their customer experience. To make more business by capturing to increase leads and ROI, each call must have skilled agents and the best tools in its arsenal. Let’s take a closer look at cloud contact center technologies and how companies are using them to solve customer issues and streamline costs.

Software built for seamless channel surfing

Genesys Cloud provides enhanced omnichannel customer service and support on a single platform.

Provide delightful customer interactions across all channels, managed in one place. No matter how customers reach out to you, we’ve got you covered.

Built from the start to handle any channel, our contact center software follows the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking channels and start thinking experiences.

Intuitive user interface that’s designed for your teams

Make sure you’re not overlooking good user experience. Poorly designed software takes longer for your customer service teams to learn to use — and can delay tasks.

Our contact center software is designed in close collaboration with the agents and admins who actually use it. The user interface is easy to learn, easy to use and easy to manage. And that translates to a boost in your contact center productivity — and in your bottom line.

 
Modern, secure cloud architecture

Many simple cloud solutions force you to make trade-offs with functionality, reliability or flexibility.

With Genesys cloud contact center software, you get a multi-tenant, microservices architecture you can trust — with the scale, flexibility and security you need. Our code goes through extensive automated unit and integration testing to check the performance of individual components and how they work together. And our dedicated team of security and privacy experts works hard to keep you protected from threats.

Constant innovation and continuous deployment

Legacy call center software is synonymous with large upgrades and forced downtime, which make staying current hard and expensive.

Genesys makes it easy to keep up. Our R&D team is constantly innovating. Our DevOps model means new functionality is regularly available with the refresh of a browser. So, your updates are painless, low-risk events with no downtime.

You get rapid access to new functionality, including innovations in artificial intelligence (AI)-powered customer and employee journeys. That’s why thousands of businesses trust our award-winning software to power their customer conversations — now and in the future.

Our team is happy to connect with you and take you on a product demo.‍ See how our products work together to streamline your helpdesk process and significantly improve your customer experience. 

Contact us for better customer experience (CX).

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Posted by Rupali Mahantesh
Genesys cloud contact center solutions, customer exerience
Cloud Contact Centers PureCloud

Migrate traditional to Genesys Cloud Contact Center

Skylux is the only Genesys contact center solution provider in USA who offer Cloud and Premises contact center software. Each solution is built with application for inbound and outbound call center

Genesys Contact center software improved management and service. Skylux allows the software along with managing customer interactions based on contact attribute in USA.

Why Skylux:

Organization’s of all types can quickly and easily deliver seamless omnichannel customer journeys and build lasting relationships

Build on a solid foundation for dynamic customization

Call center software from Genesys offers  Inbound and Outbound call routing, IVR, Email, Chat, Chatbot, Voice Bots, Social media, Messaging, Screen share, Recording,  CRM integration, Co-browsing, Survey, Quality management system, BYOC, self-service options, API developer tool, Security, Workforce management and Speech analytics. Genesys supports all the ways you want to connect with your customers.

Why Cloud Call Center?

A cloud call center is a web-accessible platform for handling customer calls and interactions. As customers continue to increase their use of email, chat, social and text to connect with businesses, the need to modernize the call center is imperative.

There are few powerful abilities offered by Genesys Unified communication Contact management software:

  1. Virtualize contact center routing, reporting and computer telephony and interactive voice response (IVR) systems
  2. Scalable cloud-native architecture
  3. Interface with carrier’s networks for pre-routing and delegation of calls targeted to one or more contact centers
  4. Segment customers and monitor resource activity and availability
  5. Deliver each contact to the most appropriate resource anywhere in the organization
  6. Profile each customer using contact-related data, such as dialed number and calling line ID
How Genesys Cloud contact center benefits to the businesses?
To keep up with emerging communication channels and the consumers who adopt them, many call centers scrambled to add new functionality. This resulted in a multichannel approach, with separate point solutions cobbled together. And it created complicated systems that are hard to use and expensive to manage. Genesys contact center software makes omnichannel easy.
  1. Reduced IT Costs to maintaining and managing your IT system
  2. Collaboration efficiency
  3. Flexibility and easy to manage
  4. Business continuity and increase the productivity
  5. Better insights and better engagement
  6. Software built for seamless channel surfing
  7. Intuitive user interface designed for your teams
  8. Modern and secure the data
  9. Intuitive user interface designed for your teams

GenesysCloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. GenesysCloud Platform provides the core architecture for all other services. This includes all of the APIs that power the browser, mobile, desktop, and telephony applications.

Contact us for better customer experience (CX).

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Posted by skyluxadmin
Multicloud contact center trends
Contact Centers

7 Contact Centers Trends For 2021

As we look forward to 2021, there will be a continued emphasis on providing great customer experiences and enhanced customer journeys. Here are some contact center trends you can expect in the next year.

1. Cloud Contact Center

The COVID-19 outbreak and associated stay-at-home restrictions dramatically increased companies’ reliance on the cloud. To continue business as usual, companies moved their agents to home offices and set up their contact centers in the cloud.

We expect these innovations to continue in 2021. Companies that embraced a cloud contact center immediately saw the benefits it delivers, including business agility, business continuity, improved security, enhanced productivity and better agent experiences.

2. Multicloud Contact Center 

Your customers don’t want arbitrary restrictions on how they operate a cloud-based contact center. They want cloud their way — with flexibility, scalability and portability on their terms, no matter the size or complexity of their business.

In 2021, expect to see more customers saying “no more” to proprietary systems, single-vendor lock-in and forklift upgrades. Instead, they’ll welcome customizations that let them buy and plug-in features that are best for their businesses.

3. Workforce Engagement

Smart contact center managers know that delivering a great customer experience starts with their employees. Empowering agents to manage a customer’s journey across channels and touchpoints improves their engagement and job satisfaction.

Expect to see more contact centers turning to artificial intelligence (AI) to handle smaller, more routine tasks. This unburdens agents and frees them to provide more personalized customer experiences.

4. Personalized Customer Experiences

If the COVID-19 crisis has taught us anything, it’s the importance of truly understanding customers. From medical to financial settings and beyond, customers want more personalized help.

That means your agents need the right information at their fingertips. This emphasis on data-driven service — having insight into your customers to provide the services they want, when they want it — will continue to grow through 2021.

5. Digital Experience ( DX)

Omnichannel capabilities – SMS, chat, email, artificial intelligence, messaging – are more than underlying technology. It’s about leveraging that technology, with your customers in mind, to drive better business outcomes. In 2021, more companies will turn to tools like AI-powered Chatbots and digital assistants to transform the contact center and personalize the customer experience.

6. Empathy

Delivering better customer experiences means developing a real understanding for what matters to your customers. You need your best agents to show customers empathy. And doing this requires technology that provides context and insights into the full customer journey. To provide this compassionate customer service, companies will seek technology partners dedicated to innovation and mutual support.

7. Experience as a Service

To deliver exceptional customer experiences, you must manage your customers’ journeys. Actionable data lets you know and understand your customers; AI tools can create real-time insights that allow you to personalize interactions at the right time. And engagement tools let you define and optimize customer segments and treatment strategies. In the next year, contact centers will zero-in on these key capabilities to deliver on an Experience as a Service vision.

Contact us for better customer experience (CX).

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Posted by skyluxadmin
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