Simplify Banking Across Every Channel

Enable seamless customer experiences across every channel, including branch offices, while reducing costs and better managing regulatory compliance. Understand the context and reasons for each contact, and apply knowledge, account history and best practices to every opportunity to resolve issues and help your customers achieve their financial goals. Leverage omnichannel queuing and patented routing technology to prioritize and proactively distribute customer interactions to the best resource available every time.

Increase Service Levels and Efficiency

Provide customers with the personalized, contextual assisted service that decreases frustration and builds loyalty while increasing workforce optimization and operational efficiency.

Route Customers to the Best Resource  

Use virtual contact center resources to route customers to your best available experts wherever they’re located. Evaluate skills and availability and connect customers’ interactions to the best resource available to assist them.

Manage Omnichannel Engagement Proactively

Monitor web behavior and proactively offer customers assistance via chat, co-browse or callback to minimize interrupted transactions that cause customer churn.

Increase Operational Efficiency

Plan, schedule, train and evaluate experts and knowledge workers to ensure the best person is always ready and available to assist customers in real time.

See how Unicredit GmbH delivers personalized customer experiences with Genesys

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