Circle has over 65 years collective experience implementing, integrating and supporting enterprise Genesys solutions. We have been doing this since 1995 and have a proven track record with major Government and commercial organisations. Our team are trained and experienced with all major Genesys products including VoIP & TDM media, GVP, eServices, Outbound Solution, Workforce Management, iWD, real-time & historical reporting (Call Concentrator, Call Centre Analyzer & Info Mart, and Genesys Software Development Kits.)
Each of Circle’s staff has considerable experience working with Genesys products and solutions. This makes us uniquely qualified to work with you to design and implement a solution that meets your requirements. We understand Genesys products in depth and also have extensive development experience so integrating your business applications with Genesys products is something Circle is well resourced to do.
Supporting a Genesys environment is a complex undertaking which involves many support disciplines. When retained to support your Genesys environment you’ll find us responsive, flexible and prepared to go the extra distance to ensure your environment is operating correctly, efficiently and reliably. We’ll also liaise and advocate on your behalf with other support groups like telco’s, PABX vendors and traditional IT support providers to make those difficult problems go away.
As the developers of our ICE and CCSPI desktop applications, which are tightly integrated with the Genesys framework, we are uniquely aware of the technical aspects of a Genesys solution and how the programming interfaces they offer can be brought to bear to solve a business problem. This advanced understanding of the architecture and protocols used within a Genesys environment also provides Circle with a key point of difference when it comes to diagnosing complex support problems.
Genesys provides a platform approach to customer engagement combining multi-modality, orchestration, and journey management to provide a great omnichannel customer experience, with compelling business outcomes. Organisations that design, orchestrate, monitor and tune end-to-end omnichannel customer journeys outperform those who manage the journey in business silos; customers feel more valued and engaged while your organisation benefits from better efficiencies. As customer satisfaction increases, so will customer loyalty and, ultimately, your top and bottom line business performance.
To design and orchestrate an omnichannel customer experience, you need more customer context to personalise the journey across all touchpoints, voice and digital, in marketing, sales and service and all channels. By monitoring and tuning omnichannel customer service, your business can anticipate customer needs, personalise interactions and provide proactive information to head-off inbound calls and streamline the customer experience.
Genesys Customer Experience Platform
The Genesys Customer Experience Platform comprises Routing, Workforce Optimisation, Self Service, Workflow management, Outbound, Callback, and Desktop applications that ensure the experience you deliver aligns with the expectations of your customer – and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touchpoints, channels and interactions throughout your call centre or contact centre and back office.
Genesys leads the industry with the full integration of both Workforce Optimisation (WFO) and the work distribution cycle which delivers advanced levels of workflow management automation and agent performance improvement.
Multi-channel touchpoints have greatly complicated the end-to-end customer journey. Customers expect to receive consistent customer experiences, whichever channel they use. This is very difficult to deliver when each channel emerges from a separate technology silo and without workforce management, quality management or visibility into the service or sales performance being provided. Genesys, provides a natively developed suite of digital channels built on a common channel infrastructure within a single customer experience platform that reduces system complexity, removes silos and adds capabilities such as omnichannel SLA management and multi-modal interactions.
With Genesys, your customers can use their preferred channel to interact with your brand and avoid disjointed, siloed experiences. Your business can segment and apply experiences across channels by value, importance or need of the customer. You can also identify a preferred channel for the customer to use based on the type of interaction or customer or the time of day.
Back Office Optimisation
In the typical customer service organisation, offline work items are unmanaged and the time required to address them is untracked. This makes it nearly impossible to optimise the productive time of your staff. Back office departments can be far less efficient than frontline operations. Work items are kept in a multitude of different applications or systems and your employees spend unproductive time ‘searching’? for the next task to tackle or, worse still, ‘cherry picking’? the tasks they enjoy instead of handling the most important tasks. Genesys research reveals that 28 % of your back office employees’ time is spent performing unproductive tasks. Genesys solves this problem by applying the same controls and intelligent routing in the Contact Centre to the Back Office.
Customer Service Dilemma
Different customers represent different priority levels to your customer service organisation based on size, behaviour, potential or their current journey status. How you segment and prioritise them is important to developing brand loyalty and encouraging future business. In a perfect world, you would strive to treat every customer with the highest level of service quality, but that’s simply not scalable or economically viable.
Such a world requires you to make smarter decisions regarding which customers are directed to what resources to drive the best business value from each interaction. The goal is to deliver a consistent and personalised journey across all channels and touchpoints. This journey starts with appropriate self-service options, then is optimally and directly routed to the best employee. Legacy queue-based approaches lead to more transfers, repetition of customer information, lower NPS, higher customer effort, lower brand loyalty and higher operational costs. As a result, brand loyalty suffers and your employees bear the brunt of customer frustration, impacting morale and productivity.
Genesys Routing helps you deliver the right level of customer experience for each customer and matches this with the experience level of the agent or employee required.
IVR (Interactive Voice Response) systems have traditionally used proprietary code bases and architectures that limited integration and customisations. IVR systems provide two key capabilities: deployment of effective self-service applications, and customer identification and call routing. Using these capabilities, Contact Centres can reduce costs and increase first-contact resolution of customer issues and inquiries.
Genesys’ industry-leading ‘direct-to-agent’? routing capabilities allow you to deliver great customer experiences and drive operational efficiency by routing the interaction to the specific agent most suited to the customer at that time. Agent-direct routing is contextual and captures customer intent through using CRM or case management system information and customer journey history in real time.
Every customer receives the most appropriate experience and is assigned to the most skilled and available resource, regardless of where they physically or organisationally sit in your company. Genesys Routing can route voice, email, chat, social, mobile, web and video interactions. It also integrates with your back office systems to route work items such as claims, contracts, sales leads, activations and profile updates.