mike murphy - call centre helper · experience as a service by genesys. predictive engagement ......
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![Page 1: Mike Murphy - Call Centre Helper · Experience as a Service by Genesys. Predictive Engagement ... shape customer journeys by engaging: • with the right customer • at the right](https://reader033.vdocuments.us/reader033/viewer/2022042305/5ed098748139c418cd7363d8/html5/thumbnails/1.jpg)
Mike Murphy
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• Safari
• Easy
• Personal
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• Easy with Widgets
• One line of code for Website (Snippet)
• Same invite for Self Service
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Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Go beyond targeting to true
personalisation
Recognise moments that matter
Act at the moment that matters
Make the moment count
Experience as a Service by Genesys
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Predictive Engagement
Customer Journey Analytics platform for real-time engagement – Powered by Genesys AI.
It uses AI to observe, analyze, and shape customer journeys by engaging:
• with the right customer• at the right time• in the right way.
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Typical use case… first contact resolution
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One Solution, Two Industry Leaders
Leader in AI
and Infrastructure
routing &
smart agent escalation
outcome driven end-to-end
CX solutions
omnichannel orchestration and journey
management
machine learning
leadership
natural language
understanding
speech recognition & synthesis
Leader in CX
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The End of an Era of Frustrating IVR Phone Trees
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Welcome
Main Menu
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SLOWCOMPLEX
FRUSTRATINGREPETITIVE
POOR CX
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To Conversational & Convenient
EFFORTLESSFAST
INTELLIGENTPLEASING
GREAT CX
INTENT BOT
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Genesys & Google - Contact Centre AI Solution
Conversational IVR Multichannel Chatbot Agent Assist Topic Modeling
Combining the best of Genesys with Google Cloud AI
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Bot Orchestration
When your Bot and Routing
understand each other and
leverage customer journey,
customers don’t have to
repeat themselves. They’ll
love you for it.
Blended AI
Employees get smarter when
they’re backed by AI
AI gets personal when its
backed by humans
MicroApps
Quickly deploy new
omnichannel self-service
microapps that reflect best
practices in business
processes and give you a
competitive advantage.
Omnichannel
Continue your customer journey
on any channel
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Value
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Thank you!