Give Your Customers the Ability to Choose Their Channel of Communication
Omnichannel Engagement allows customers to select their preferred method of contact with your call center. At Miratech, we leverage Genesys to ensure all of your call center’s channels are in place and integrated so your customer can individualize their journey as they feel comfortable. For outbound communications, the system will guide your agents in the ideal channel of communication for each customer, based on historical data and defined preferences.
Utilize a Single Routing Engine Regardless of Channel
The intelligent design of the Genesys single routing engine allows for a seamless experience regardless of which channel a customer chooses when contacting you. We have the experience to utilize this functionality and create a centralized database for your entire company. The database’s configuration insures availability on all channels and the ability to prioritize and route customers according to complexity and classification of issues.
Furnish a Consistent Experience on all Channels
The Genesys system ensures your customers have an equally satisfactory experience on any communication channel they choose when connecting with your call center. Our expertise helps improve your call center’s efficiency across the board. Now you can give customers the ability to resolve issues uniformly through all communication channels.
Ensure a Complete Customer History for Improved Agent and Customer Experience
Through integration with external systems, a thorough customer history is documented within the Genesys Agent Desktop, regardless of the communication channel. All communication is recorded for future reference, so at any point in the journey there will be a comprehensive understanding of the customer’s issue. This transparency is available to all channels, enabling fast solutions and eliminating customer frustration.