It comes as no surprise that customers are more demanding than ever and expect frontline agents to have comprehensive answers to all their questions. With business success increasingly determined by the quality of customers’ experience, an effective contact centre model can maximize your company’s revenue by shortening caller wait time, boosting customer satisfaction, and improving client retention
Branch networks can play a critical role in this. These advisors have specific knowledge and competences, and are the key in building trust and credibility, providing pinpointed advice, offering convenience, and easing the customer’s transition to cost effective digital channels.
However providing a consistent customer experience across far-flung branch networks can be quite challenging. Getting the operating model within the branch right is one thing, making sure your contact centre infrastructure and software are aligned is another thing.
With Web Office and Mobile Office for Genesys your branch staffers can seamlessly integrate with the rest of the contact centre and manage customer interactions for which they are uniquely qualified. Advisors have the flexibility and freedom to connect from any location and from any device, whether it’s PC, laptop, tablet or smartphone, with easy access to all your existing CRM and back-end systems. For nomadic users there is even a hot switch function between both Web Office and Mobile Office allowing them to switch between devices while ongoing interactions are taking place.
Web Office and Mobile Office are omnichannel solutions and are available for all Genesys platforms: Genesys Cloud, Genesys Engage as well as PureConnect. Contact us know to learn more about our Mobile Office and Web Office solution.
