Research Highlights Omnichannel Gains

The Genesys Omnichannel Engagement Centre Solution has been shown to reduce customer abandonment by 50%. 

The ‘Total Economic Impact’ study, conducted by Forrester Consulting, examined the value of deploying the Genesys Platform. The study showed business improvements, including e-commerce sales conversions, customer engagement and agent productivity over five years from the date of purchase.

Key findings include a 50% cost reduction to integrate new contact centre agents, and a 12.5% improvement in agent handling time.

Need for an Omnichannel Engagement Centre

Customers are increasingly digitally savvy, social media-minded and mobile-first. The number of channels and customer touchpoints has skyrocketed, and customer expectations for simplicity and personalised service have expanded too. As such, companies need a system of engagement that offers a unified and consistent approach to engage with their customers.

Organisations are building out the next generation of customer engagement. The Omnichannel Engagement Centre aims to takes the perspective of customers over time, across journeys and the entire customer life cycle, spanning contact centres, websites, mobile apps and social networks.

The Genesys Solution acts as the system of engagement for organisations to orchestrate engagement with their customers across all touchpoints, channels and journeys.

Meeting omnichannel requirements

Forrester identifies the need to engage customers across all technology touchpoints as a necessity in the “Age of the Customer”. Technology-empowered customers now know more about products and services, pricing, and reputation than ever before. The only way to win, serve and retain customers is to become customer-obsessed.

“For organisations, the study demonstrates the value of a modernised customer engagement strategy using an omnichannel engagement centre to improve revenue, lower operational costs and increase employee satisfaction,” said Reed Henry, Chief Marketing Officer at Genesys.

“Using the Genesys solution, enterprises are able to improve customer experience, agent productivity, and efficiency of customer service across all digital and voice touchpoints, channels and journeys. They accomplish this while significantly reducing technology and personnel costs,” said Liz Witherspoon, Senior Consultant, Total Economic Impact, at Forrester Consulting.

For more information about Genesys, visit their website.