Transforming Customer Journey Management - Ebook

The cost to businesses due to disrupted contact centre experiences has reached an unprecedented level. Customers encounter inconsistent interactions, messages, and assistance depending on the communication channels they choose to use. In addition, employees grapple with disjointed data and the challenge of keeping tabs on transitions between voice, chat, email, IVR, bots, websites, mobile apps, and social media channels.

As experts in both data and digital fields, Orange Business assists clients in eliminating these blind spots. This involves identifying and connecting insights across all interaction points, backend systems, case management data, and survey tools. One of the primary methods for achieving this is by utilising Genesys journey visualization and orchestration solutions. The outcome is a significant improvement in customer experience (CX), along with increased sales and reduced operational costs.

Read more in the ebook