Connecting the dots between customer satisfaction and employee performance

Next-gen collaboration customer experience with Microsoft, Genesys and Orange

Customers expect five-star service. Contact centers have become digital experience hubs and can no longer afford to operate as standalone units with next to no engagement with other parts of the company. Vendors have also climbed onboard with agile cloud solutions, open interfaces and off-the-shelf integrations.

Remote working and the blurring of work and home boundaries have piled further pressure on agents. They must be empowered; freed to provide fast answers and resolve customer issues often in intensely personal situations ― the first time, every time. To do that effectively, contact center agents increasingly need to reach out to subject matter experts and lines of business.

That’s where unified communication (UC) applications with Genesys Cloud score highly. Giving agents a single interface with instant access to chat, voice, video and screen sharing eliminates lost time jumping between contact center and UC apps and directories while handling calls and follow-ups.

Learn more about next-generation collaboration in this ebook.