New solution transforms customer service via the ‘Front Door’

Genesys has introduced a new set of solutions that employ a business rules engine to shift call answering away from frustrating IVR menus and “voicemail jail” to an intelligent blend of self-service and live-service.

The new Genesys intelligent Customer Front Door, or iCFD transforms the experience for customers entering the “telephone front door” of enterprises.

The iCFD is a unique combination of Genesys Dynamic Contact Centre components and advanced self-service applications that:

• Discerns the identity and intent of a caller in the fewest steps
• Gathers relevant information from back-end data or workflow to understand the context of their call
• Determines how to treat callers based on established business rules
• Matches the most relevant and available resource, including self-service, proactive notification, automatic callback or live service to deliver the best customer experience

The iCFD breaks new ground in customer service call handling by applying business rules that draw upon multiple ways to interact with customers and resolve their requests, rather than forcing customers into an automated system that is singularly focused on cost containment, as with traditional IVRs.

For example:

• At a European airline, a customer calling three hours before departure time on a scheduled itinerary may be connected to flight status automatically, and be offered proactive notification of changes in flight status, and then be prompted in self-service to consider an upgrade purchase
• At a global wireless provider, a caller responding to a sales promotion can be offered the opportunity to buy immediately rather than sifting through irrelevant choices.

“The days of offering the same call answering options to every caller are over,” said Eric Tamblyn, Vice President of Product Marketing for Genesys. “The iCFD redefines the role of self-service, away from mere cost savings and toward an improved customer experience. The iCFD is a key instrument for Genesys customers to enable Dynamic Contact Centres that are capable of adjusting to customer needs in multiple ways.”

The iCFD solutions can combine self-service and speech technologies, a business rules engine that controls routing of customer interactions, and a customer interaction management platform that monitors and controls assisted service agents and key capabilities such as callback and proactive contact to deliver a complete customer experience. The iCFD business rules engine dynamically creates options for self-service and provides responses via self-service, proactive notification, automatic callback or by routing directly to an expert resource, thus delivering fast resolution and superior service. This combination improves the caller’s experience, reduces customer frustration and can significantly reduce operating costs.

The iCFD is designed for enterprises or managed service providers who serve sophisticated customer environments with multiple customer types and contact numbers, and large swings in volume of inquiries. The iCFD is enabled to operate in multiple languages with any speech recognition software, and can include business processes tailored to the unique needs of any customer service organisation.