Scoop has an Ethical Paywall
License needed for work use Register

World Video | Defence | Foreign Affairs | Natural Events | Trade | NZ in World News | NZ National News Video | NZ Regional News | Search

 

Genesys Redefines the Mobile Customer Experience

Genesys Redefines the Mobile Customer Experience by Linking Mobile Apps with Customer Service Agents

With the Push of a “Smart Button” Genesys Mobile Engagement Unlocks Context, History and Live Assistance Capabilities for Mobile Applications

Sydney, Australia – August 23, 2012: – As part of its G-Force customer event, Genesys have launched a breakthrough mobile customer care solution that provides smart phone users instant access to agents in the contact center and beyond – all at the press of a button within a company branded mobile application. Available today, Genesys Mobile Engagement enables businesses to overcome today’s isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalise the mobile customer experience and empower agents with information to drive an effective experience and outcome. Ultimately, companies will proactively and personally connect with today’s mobile consumers, driving a new level of customer conversations over smart phones.

News Facts:

Today, there are an estimated 1 million mobile applications representing 40 billion downloads by consumers across the globe. By 2017, there will be a staggering 2 billion smart phone devices worldwide. At the same time, customer service organisations are often disconnected from the company’s mobile applications. When live assistance is required, customers must exit the mobile application and call the contact center number provided from the app. As a result, customers are forced to wait on hold, re-authenticate, traverse again through complex phone menus, and repeat the nature of their transaction when connected to customer service.

Advertisement - scroll to continue reading

Are you getting our free newsletter?

Subscribe to Scoop’s 'The Catch Up' our free weekly newsletter sent to your inbox every Monday with stories from across our network.

As the smart phone and mobile applications become increasingly powerful customer touch points, every company is struggling to drive customer engagement through mobile devices. In fact, my downloaded mobile customer care applications remain under utilised or abandoned by consumers: one in four mobile apps are abandoned with less than 10 percent actively utilised.

Effective mobile customer care requires a seamless transition between self-service applications and live assistance. It also requires companies to raise the bar on personalisation, delivering a customer experience that is increasingly dictated by the customer – when they want service, where, and over what channel.


New Offering: Genesys Mobile Engagement

Extending the Genesys Customer Interaction Management (CIM) platform, Genesys Mobile Engagement brings business rules, context, conversation history, and reporting to mobile customer service interactions. This first release of the solution brings the following four capabilities to market:

Live Connect: Through a “smart button” within the mobile app, customers can request the assistance of a live agent via voice, chat, SMS or even video. Context, history and customer information is shared between the mobile device and enterprise customer service, connecting the ideal customer service resource and empowering them with a 360-degree view of the customer and current interaction.
Locate Me: Location and GPS provides the customer’s location to make immediate customer service decisions. Where are you currently located within the airport, and where is the nearest gate of a connecting flight? Where is the closest bank branch to receive a replacement ATM card? Where did the automobile accident occur to immediately dispatch a claims adjustor?
Snooze Me: Customers control when they want to engage with a company and can schedule – at their convenience – when they should be contacted as part of their mobile customer service and application experience.
Alert Me: Proactively notifies the customer of the relevant service updates within the mobile application by SMS or automated voice call


Supporting Quotes:

“Mobility represents the next customer service platform,” said Bruce Eidsvik, vice president of Asia-Pacific for Genesys. “In fact, most consumers prefer to utilise their mobile device when seeking customer service. With Genesys Mobile Engagement, we’re effectively bringing the power of the contact centre into next-generation smart phone apps to ensure a seamless transition between the smart phone and live assisted service.”

“The rise of smart devices and the incessant focus on customer loyalty has created the proverbial ‘perfect storm’ for enterprises that want to reinvent the customer experience around smart phones and tablets,” said Daniel Hong, Lead Analyst of Customer Experience and Interaction at Ovum. “This moves the contact center into a strategic position within the customer experience lifecycle and introduces a new area of differentiation for enterprises today. Genesys is the first major vendor – with a strong heritage in contact centers – to formally productise a mobile care solution that adds context to customer interactions on smart phones – helping improve the customer experience on multiple levels and channels.”

ends

© Scoop Media

Advertisement - scroll to continue reading
 
 
 
World Headlines

 
UN News: Aid Access Is Key Priority

Among the key issues facing diplomats is securing the release of a reported 199 Israeli hostages, seized during the Hamas raid. “History is watching,” says Emergency Relief Coordinator Martin Griffiths. “This war was started by taking those hostages. Of course, there's a history between Palestinian people and the Israeli people, and I'm not denying any of that. But that act alone lit a fire, which can only be put out with the release of those hostages.” More


Save The Children: Four Earthquakes In a Week Leave Thousands Homeless

Families in western Afghanistan are reeling after a fourth earthquake hit Herat Province, crumbling buildings and forcing people to flee once again, with thousands now living in tents exposed to fierce winds and dust storms. The latest 6.3 magnitude earthquake hit 30 km outside of Herat on Sunday, shattering communities still reeling from strong and shallow aftershocks. More

UN News: Nowhere To Go In Gaza

UN Spokesperson Stéphane Dujarric said some 1.1M people would be expected to leave northern Gaza and that such a movement would be “impossible” without devastating humanitarian consequences and appeals for the order to be rescinded. The WHO joined the call for Israel to rescind the relocation order, which amounted to a “death sentence” for many. More


Access Now: Telecom Blackout In Gaza An Attack On Human Rights

By October 10, reports indicated that fixed-line internet, mobile data, SMS, telephone, and TV networks are all seriously compromised. With significant and increasing damage to the electrical grid, orders by the Israeli Ministry of Energy to stop supplying electricity and the last remaining power station now out of fuel, many are no longer able to charge devices that are essential to communicate and access information. More

 
 
 
 
 
 
 
 
 
 
 

Join Our Free Newsletter

Subscribe to Scoop’s 'The Catch Up' our free weekly newsletter sent to your inbox every Monday with stories from across our network.