Integrated Self- and Assisted Service

Customer service is one of the biggest influencers on loyalty today. Because customer loyalty dramatically impacts revenue and a company’s bottom line, it’s imperative that the contact center — as the primary customer touch point — take a proactive approach to delivering superior service.

Traditional proprietary IVR systems were designed primarily to reduce costs by force-fitting customers into self-service menus, regardless of the customer’s request type or their value to the business. While this approach saves expenses in the short-term, it exacts a higher price in the long-term by negatively impacting the customer experience.

Unlike traditional IVR, the Genesys intelligent Customer Front Door™(iCFD) combines customer data from across the organization with business logic to create a more personalized customer experience.

Long term value of the iCFD

Unlike other technologies, the iCFD helps companies create a welcoming “virtual front door” that not only greets the caller, but also gathers the caller’s intentions, adds contextual information about the caller’s profile and history, determines the most appropriate next step ― self- or assisted-service ― and then routes them to the most suitable resource to effectively resolve the interaction.

By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, this customer-centric solution delivers a definitive approach to optimizing customer service.

Ensuring the seamless distribution of service types over the entire system ― based on critical factors such as customer value, agent availability, and overall call volumes ― will help elevate the contact center to a more strategic role in the organization by aligning it with the business’ goals and customer service strategies, and enabling it to more positively influence the end-to-end customer experience.

The bottom line impacts of such an integrated approach ― greater customer loyalty, higher rates of customer retention, increased agent productivity and satisfaction and, ultimately, higher revenues ― will be real and long-lasting.

The intelligent Customer Front Door™ (iCFD) solution combines customer data, offer management, and business rules to handle interactions in extremely sophisticated and unprecedented ways. This allows contact centers to implement well-designed speech applications that can offer significant operational efficiency and revenue opportunities, while delivering excellent customer experiences. These broad-ranging benefits are applicable across every industry — companies in sectors such as financial services, utilities, telecommunications, government, and others are implementing iCFD solutions to differentiate their organization for a competitive advantage.

Using this integrated customer-service approach, companies can:

• Enhance the customer experience with intelligent, natural language speech capabilities to greet the caller with a consistent voice persona, and automatically respond in a personalized way to the caller’s needs
• Provide self-service that satisfies customers’ routine requests and ensures faster issue resolution with less wait time
• Accurately route complex or high value interactions to the most qualified agent for better resource allocation and increased profitability
• Reduce customer frustration by ensuring that they don’t have to re-enter or repeat information multiple times
• Improve customer loyalty by enhancing the end-to-end customer experience
• Address the shortcomings of traditional IVR solutions, to help companies achieve their strategic business objectives
• Provide a customer-centric approach that can bolster customer satisfaction, increase contact center productivity, and generate incremental revenue through cross-selling and up-selling

The intelligent Customer Front Door™ (iCFD) is a unique integrated customer-service solution bundle that Genesys delivers with partners. It combines self-service applications running on the Genesys Voice Platform (GVP) and Genesys Inbound Voice running on the Genesys Customer Interaction Management (CIM) Platform.

• Genesys Voice Platform: is a software, standards-based platform that enables businesses to provide cost-effective customer interactions 24x7. Genesys Voice Platform provides touchtone access to applications and incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. Genesys Voice Platform is tightly integrated with the CIM Platform to provide a caller experience that integrates self-service with agent-assisted service.
• Genesys Inbound Voice: delivers better management and faster resolution of incoming customer queries through intelligent call routing. The flexible and customizable routing engine allows incoming calls to be sent to the best qualified internal resource, based upon business rules. In addition, Inbound Voice easily integrates with other Customer Interaction Management Platform applications and corporate databases to provide agents with customer data so they can offer personalized service to each customer.
• iCFD Partners: use the combination of GVP and CIM Platform to apply business logic and deliver calls to either self-service applications or assisted-service (agents and experts). Some iCFD partners have specialized self-service application expertise; some iCFD partners have technology elements such as speech engines.

The iCFD can co-exist within multi-vendor environments, operate in multiple languages with any speech recognition software, and include business processes tailored to the unique needs of any customer service organization.

This solution bundle creates a transformative call answering solution that:

• Discerns the identity and intent of a caller in the fewest steps using speech recognition
• Gathers relevant information from back-end data or workflow to understand the context of their call
• Determines how to treat callers based on preferences, resource availability, and business rules then tailors the interaction based on this information
• Intelligently routes callers to the right resource, including self-service, proactive notification, automatic callback, or assisted service
• Provides access via a single number, instead of multiple toll-free numbers, which can be combined for better customer service and reduced costs
• Identifies opportunities to offer new products and services to customers based on their intentions and past customer data
• Ensures a consistent experience across all channels, enabled by the underlying Web-based technologies of the iCFD
• Provides a complete end-to-end view of the call and caller’s interactions, in real time and historically

Belgacom

Belgium’s main telecommunications service provider uses Genesys solutions to integrate multi-modal self-service applications with agent-assisted transactions for optimised operational efficiency.

As a result, the number of incoming calls has decreased by 1.1 million, revenue generating capacity has been enhanced by 3%, and overall customer satisfaction has increased by 10%.

See how Genesys has helped other Companies