See also: Omni-Channel Contact Centre Technologies | Multi-Channel Customer Experience | Voice of the Customer
Cloud Contact Center Solution
by Genesys PureCloud
In today’s business, customers are driven by new demands, connectivity and frictionless experience across channels. Genesys PureCloud is a highly scalable cloud solution that is designed to meet customer demand, today and in the future.
With our collaborative solutions, we can assist you to lay down the internal groundwork and solve your collaboration problem:
Easily scale up your contact centre
As your business grows, you are able to add in users to the platform within minutes
Start or migrate your contact centre within weeks and not months
The set-up and services is faster and simpler than installing an on-premise solution
All-in-one web-based platform
Manage all your interaction types-voice,chat,email, text message on a single interface
Access to data
Through cloud solution, your agent can gather information about the customer in one interface without have to search though multiple system
Dynamic Routing
Include real time agent and skill-based intelligent routing across communication channel to create seamless experience
Self-service option
IVR to improve efficiency; automated system can provide callers with quick answers and only leave complicated questions to your agents
You can learn more and experience the PureCloud Platform by clicking on the button below
Migrating to the cloud is more than just technology, we include business performance strategy to deliver optimal ROI from your cloud solution
We analyse your business and provide you full IT service from definition, through to final implementation using proven frameworks, methodologies, and tools:
1) Differentiate your Customer Experience
- Discovery Workshop: we understand the problem you plan to solve. We spend time to analyse your business operations, outline and understand what your business hopes to achieve.
- Customer Journey Mapping: we look into your business process, performance metrics and customers’ behaviour to identify pain-points to help you priorities and improve your customer experience to the next level (learn more)
Strategy to change
Without strategy, change is merely just substitution, not growth. Through Discovery Workshop and Customer Journey Mapping, we connect the dots and map out realistic plans of actions that serve as a foundation of how challenges can be approached and managed.
2) Provide, Monitor and troubleshoot
We have a plan for you to ensure a seamless integration to your new technology:
- Project management
Through a single point of contact, we take in with full accountability for the project, including communication and escalation definition, through to final implementation using proven frameworks, methodologies, and tools - Service Integration
We cover implementation to integration, staging and installation, testing, integration, validation, and handover, to operations for ongoing successful usage and adoption, all while using the full complement of project management - Handover and Training
We provide all of the required documentation and information at the successful conclusion of your project and ensuring. that your operational team is fully briefed, supported, and enabled on the as-built system.
3) Continuous improvement
- Situational Coaching Workshop: We all know that Customer Experience goal continue to move. As technology advances, business must adapt to new customer expectation and industry trends. CX Experts/Practitioners in Activeo can equip your team with new best practices and references to identify blocks and create actions to effect the change through your day-to-day operation.
- Survey Feedback Management: We provide all-in-one solution to gather feedback, gain insights and driving further actions to improve your customer experience. (learn more)
Speak to us
Let us know how we can help
Usage Adoption
See also: Omni-Channel Contact Centre Technologies | Multi-Channel Customer Experience | Voice of the Customer