The contact center is often the boundary and limitation to your customer service. While resources physically and/or emotionally close to your customer  can also treat (high value) customer interactions. Recent studies have shown that the lack of customer intimacy is often resulting in poor CX levels. On top of that, a lot of companies have also invested in self service tools driving customer intimacy to even lower levels. Routing high value interactions to specific resources, ‘close’ to the customer, can have a tremendous effect.

Typically, you will find these resources in branches, shops or even in the field. The best placed resources in your company to create customer intimacy and great CX, are account managers, branch employees, doctors or experts. However, you will not find these people chained behind their desks in front of their CX platform.

Thanks to Genesys and Mobile Office, they no longer have to be at their desk. Mobile Office puts the same tools, agents use in your contact center, onto the mobile devices in your company. As a result, mobile and nomadic resources can handle customer interactions while Genesys is monitoring/controlling the interaction until completion.

Learn more about how Mobile Office and Genesys can unchain your CS? Contact us at peter.depoorter@idealsystems.be or +32 475 59 03 37.

Recent years have not been easy for financial businesses. It started with the financial crisis in the past and continues with the disruption of the complete business today. Moreover, banks and insurance companies struggle with more and more regulations. One example is the MiFID regulation (or more precisely the MiFID II and the MiFIR regulations that became applicable as from 3 January 2018).

In short, the MiFID regulation protects consumers when buying or selling financial products. Consequently, companies must keep relevant data, relating to all orders and transactions in financial instruments, for 5 years. Hard to do knowing that such financial transactions are often done by company employees close to the customer and with simple mobile phones.

Today, with Mobile Office and Genesys, companies can record and manage their conversations with mobile devices. Mobile Office allows you to start, stop and delete recordings. Even more, it also offers you an easy interface to re-listen previous conversations. While it uses the power of your existing Genesys recording, Genesys also keeps track of all your interactions with the customer in a structured way.

Learn more about the recording features and all that Mobile Office and Genesys can offer you? Contact us at peter.depoorter@idealsystems.be or +32 475 59 03 37.

Recent years omni-channel has been a hot trend and topic in customer contact discussions. Many companies have struggled to implement and integrate different channels to support their customer’s journey. Often these omni-channel integrations have been centralized around the contact center and/or marketing department (still often the central department for social media interaction handling). But how good can your omni-channel strategy be if it is being contained by the boundaries of your customer contact departments?

True omni-channel also means that you incorporate those departments and resources in your company that are best placed to help your customer or to pro-actively engage to deliver an intentional and exceptional experience. Therefore, at ideal systems, we have developed a holistic approach on the technology that can support customer interactions for any resource at any moment.

At the center is our Office Server, the beating heart of our different solutions, which serves as a centralized interaction and session platform in front of your Genesys solution (supporting PureEngage and soon PureCloud). The Office Server is acting as a proxy server and maintains all the connections to your Genesys environment, exposing only the interface for our different desktop solutions. This makes it an extremely scalable and secure layer, which is important when integrating branches and home workers in your customer contact strategy.

Different desktop solutions connect to the Office Server to support your company resources:

• Mobile Office for Genesys is an advanced mobile agent desktop solution on smartphone and tablet, fully integrated with and extending the reach of your Genesys solution to all your knowledge workers and company’s branches. Field engineers, account managers, store managers, branch officers, back-office personnel, part-time or remote agents, or even team leaders, anyone can now handle customer interactions, in the most innovative, intuitive and efficient way, anywhere and anytime, without losing the ability to manage and monitor the interaction.
• With Branch Office for Genesys you can seamlessly unify all your branch, 2nd line and back-office or home workers with the rest of the Contact Centre. It allows you to make optimal use of your staff and their different skill sets, enhance collaboration and increase and measure productivity and customer service. It enables your Contact Centre to run as efficiently and productively as possible. As it runs in a browser, it is seamless to set up and easy to use for workers outside of the contact center.
• Web Office for Genesys is our flagship product that is being used by a growing number of companies to streamline and manage their Contact Centre operations. Web Office is a fully web-based omnichannel Agent Desktop solution that seamlessly integrates with your Genesys solution and provides you access to any of your customer’s preferred channel to communicate with your organization. It’s easy to setup, flexible to integrate and customize, and scalable to any number of agents in your Contact Centre.

On top of this rich set of desktop products, our Office Server also allows direct connections from within desktop applications, such as SalesForce.com, or to link Unified Communication platforms, such as Cisco Jabber and Skype for Business, to your Genesys, without installing any client software.

Contact us if you want to know more about our true multi-channel solutions for Genesys at peter.depoorter@idealsystems.be or +32 475 59 03 37.

Article written by Peter Depoorter (CEO at ideal systems)

Today, companies have access to a large amount of data that provides customer interaction insights across all channels. Think about the recent acquisition of Altocloud by Genesys that will help organizations deliver a highly responsive, predictive, and fully contextual experience throughout all stages of the customer journey. Artificial intelligence and big data are also becoming more mainstream when it comes to selecting the best agent in your organization.

But what if that agent is not an agent but a manager in one of the branches of your bank, or the expert on 4K TV sets in one of your local stores? What if that “agent” is a field technician that is on their way to the customer’s house for a technical intervention? Would you route that high-value interaction to an end-point that is not monitored and risk not capturing the follow up through chat or voicemail?

Everybody joins the conversation

Beyond the formal contact center, there are many resources who can collaborate on customer issues or take full advantage of opportunities as they arise. They are often uniquely qualified to address a customer situation in real-time. Businesses are now using and seeing benefits of such collaboration.

A branch manager in a bank can be the best correspondent when a customer uses a call to communicate about closing a mortgage. Getting direct access to the manager is a great experience for the customer improving his relationship with the manager and the bank as well. Also for the manager, getting that high-value interaction routed straight to his mobile allows them to engage directly with the customer and to use their commercial skills.

With Mobile Office for Genesys you can seamlessly unify all your branch, second line and back-office resources in the contact center. Mobile Office for Genesys allows you to:

• Make optimal use of your staff and their different skill sets
• Enhance collaboration
• Increase and measure productivity and customer service levels

Putting the user experience first

Besides overcoming organizational barriers, extending the customer journey touchpoints to anyone in the company requires specific attention to the technology. Mobile solutions need to comply with several usability requirements to make sure that the user experience is not the factor that would stand in the way of implementing the technology.

• The technology needs to be robust for monitoring and managing interactions. It requires connections to your Genesys solution and you don’t want your users to have to re-connect each time they lose their data connectivity. Connections should be consistent, allowing to re-connect open sessions and active interactions seamlessly.
• The mobile solution also needs to be secure. Sensitive data about your customers and your interactions will be sent over the internet and outside the secure environment of local secured networks of companies and their branches. Connections to the centralized Genesys solution should be safe and secure at all times.
• Mobile solutions need to be scalable and integrated into a larger customer engagement hub, preferably in a native way. Information coming from other environments such as CRM or legacy systems should be available in a mobile, user-friendly format.

Mobile Office for Genesys

With Mobile Office for Genesys, you can now implement such a robust, secure and scalable solution that integrates seamlessly into your existing customer engagement hub. Mobile Office for Genesys is a powerful native app, available on Android and iOS, that connects to the Office Server to your Genesys PureEngage environment (and soon also to the PureCloud). Mobile Office for Genesys supports voice inbound and outbound, chat and open work items. It can help you resolve a number of specific business requirements that are often encountered today. Think about the banking legislation in some countries that requires all customer calls to be recorded (including the mobile calls) or the need to be able to route work items to nomadic users in the field.

Mobile Office for Genesys also comes with a customization center to adapt the look and feel for company branding or to integrate back-end and legacy systems. Integration with Dynamic Case Management (DCM) comes out of the box.

Once you overcome the organizational barriers to make these structural changes, putting a reliable and user-friendly solution in place might be the first and most important step in making the employee engagement successful. We all know that those motivated and enthusiastic employees are needed to make the digital customer experience transformation happen.

Find us in Genesys AppFoundry

Article written by Juergen Tolksdorf (Director of Innovation Group at Genesys)

We are proud to announce our new collaboration with one of France’s well renowned banks, Crédit Agricole. They have decided to renew their contact centre software to Web Office for Genesys.

Web office for Genesys, a web based Agent Desktop that is fully customizable, built for easy integration and ensures deployment without any local installation. Moreover, Web Office contains Integrated Screen Management (i-view), merging CRM and other applications in TAB’s.

Congrats to the Web Office team!