Cross-channel Customer Experience:
GSN offers true cross-channel customer experience technology. Track your customers at each step of their journey and ensure that the metadata and context from each of these touch points is carried over. We work with you to design and deliver seamless customer experiences across voice, online, mobile and social channels. Our technology allows you to quickly adapt to the changing customer service mix – delivering customer experiences that place your organisation at the leading edge of emerging channels such as video chat, mobile engagement and social media.
An Optimised Workforce:
Optimise customer experience and productivity by engaging your frontline staff through the full cycle of workforce optimisation including workforce management, call recording, analytics, quality management, reporting and customer feedback. Our technology provides agents with a single consistent user interface for interaction management regardless of the channel, thereby reducing time to competency and improving efficiency.
CX Consulting and Design:
Contact Centre solution design & operational reviews; CX based assessment; Capability Maturity assessment, continuous improvement and expert analysis and coaching.
Voice of the Customer and Voice of the Employee:
The GSN Cloud Contact Centre has unique access to “Centricity”, which is a world-leading CX technology and consulting business that uniquely integrates Voice of the Customer and Voice of the Employee insights to revolutionise the way organisations drive CX change and business transformation.
Become a Customer-Centric Learning Organisation:
Create a customer-centric culture that delivers rapid and ongoing staff and organisational improvement. Our technology provides you with an effective mechanism for addressing issues quickly and giving your customers a voice that can be heard across the organisation. Using technology and processes to address business challenges means that you reduce customer churn, alleviate reputational damage and turn potential customer detractors into promoters.
Adapt, Evolve, Succeed:
Drive business agility to respond to a rapidly changing market place, where the competitive landscape and customer demands and expectations are constantly shifting. The platform is built with thought leading technology from Genesys, which is consistently positioned in the Gartner Magic Quadrant as the clear leader in both Vision and ability to execute.Drive business agility to respond to a rapidly changing market place where the competitive landscape and customer demands and expectations are constantly shifting.
Back Office Automation:
Intelligent Workload Distribution which applies proven customer service management techniques from the contact centre to back office staff and processes. This allows customer service ‘best practices’ to be applied throughout your organisation, to deliver consistent and superior service.
Historical and Real-Time Reporting:
We provide a wide selection of reports for configuration, planning, forecasting and workforce performance and adherence, and for a variety of time periods and organisational levels. It comes with over 35 out-of-the-box report templates, and reports can be displayed through the user’s Web browser, printed, and exported to several file formats.