Omnichannel approach to messengers in business

Supported channels

Whatsapp BA

Apple BC

Instagram

WeChat

Viber

Facebook

Twitter

Line

Slack

CiscoSpark

KIK

Genesys Cloud integration features:

Standard agent workplace of Genesys Cloud without the need to install third-party plug-ins to support all functions – chat transfer, notes, recording, etc.

On-Premise Installation (100% confidentiality of customer data) and Cloud as well

Supports online chat and all popular messengers (WhatsApp, Telegram, Viber, Facebook, Skype, WeChat, etc.)

Record and view all chats using the standard workplace

Standard functionality of Genesys Cloud

Supports both NLP chat bot and simple visual menus

There is no need to install additional plug-ins on the operator’s workspace, messages processing in the standard frame for chats, also processed messages can be found in the standard search window for recorded calls. Messenger type (Viber, WhatsApp and so on) and the unique identifier of the client are transmitted to the operator’s workspace.

Capabilities

Communicate with customers using WhatsApp, Telegram, Viber, Facebook, Apple BC and etc.

Standard chat recording history in Business Manager for Genesys Cloud

Standard agent workspace Interaction Desktop or Interaction Connect for Genesys Cloud

Standard statistics in Business Manager for Genesys Cloud

Transfer chats between operators

Advantages for Customer and Company

It takes less time. No need to wait on the line, an asynchronous communication mode

Significant reduction in the cost of customer service compared with traditional voice call centers

Reduced peak load of contacts, since chat does not require an instant response (which is allowed in a few minutes delay)

The context remains in the messengers, ability to continue the correspondence after a while

Chat is free, especially in roaming

Confidential (nobody hears what you type)

The benefits and advantages of using

Customer loyalty enhancement

More than 80% of clients use social networks and messengers and expect access to the companies through usual channels

Possibility of cutting back the expenses of the clients calling from abroad, while the speed of information exchange is still high

Controllability

Standard agent workspace of Genesys Cloud

Standard reports of Genesys Cloud

Competitive advantage

In spite of a high demand for this service, only a small percentage of companies can offer it

Low consumption of hardware resources in comparison with analogues

NovaBots for Genesys Cloud

The uniqueness of the solution lies in the fact that regardless of what channel the client uses, the message will always come in a unified operator’s interface in the Genesys Cloud.