They are usually able to resolve my issue in a day or so and that is greatly appreciated. I run in to issues periodically and need to open a support ticket. This takes reporting metrics to a whole new level. For example, iWD can be used to route back office work. They have the traditional voice routing, but now they have much more complex ways to route work to employees. Like I started in the Title of the review, they really are an all in one solution. I also really enjoy the variation in products they provide. This kind of central integration leads to a better picture of how the customer interacts with our business. Or to associate a Workitem with someone who has emailed us before. It is very easy to associate a chat with a voice customer. One of the things I love most about Genesys is how their products interact with each other so well. Along with those we have the full reporting suites as well for real time and historical reporting. We have inbound voice, outbound, chat, email, iWD, and WFM. Our company is fortunate to use many various products that Genesys has. Then integrate with Twilio Verify, Programmable Messaging, and more to enhance your engagement solution with best-in-class security. ![]() Improve conversion and delivery rates, spot risk, and halt fraud. My job is to program and develop for our in house Genesys applications. Lookup API adds a seamless layer of security to customer relationships using real-time phone data. ![]() Its robust features, ease of use, and exceptional customer support make it a top choice for any organization looking to enhance their communication capabilities. Overall, Webex Contact Center has greatly improved our contact center operations, delivering a superior customer experience. The team is knowledgeable, friendly, and always willing to go the extra mile to ensure customer satisfaction. They are quick to respond to any queries or issues and provide prompt solutions. This integration ensures a seamless workflow and a consistent customer experience.įurthermore, the customer support from the Webex team has been outstanding. The platform seamlessly integrates with other systems such as CRM, which enhances the overall efficiency of the contact center operations. ![]() The integration capabilities of Webex Contact Center are noteworthy as well. The platform provides detailed insights into call volumes, agent performance, and customer interactions, allowing for more informed decision-making and optimization of resources. One of the standout features of Webex Contact Center is its comprehensive reporting and analytics capabilities. The call quality is excellent, providing clear and crisp communication with customers. The platform is highly reliable and user-friendly, making it easy to navigate and access the various features it offers. Webex Contact Center has been exceptional.
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