全球IP通信聯盟訊 Customer service is one of the biggest influencers on loyalty today. Because customer loyalty dramatically impacts revenue and a company’s bottom line, it’s imperative that the contact center - as the primary customer touch point - take a proactive approach to delivering superior service.
Traditional proprietary IVR systems were designed primarily to reduce costs by force-fitting customers into self-service menus, regardless of the customer’s request type or their value to the business. While this approach saves expenses in the short-term, it exacts a higher price in the long-term by negatively impacting the customer experience.
Unlike traditional IVR, the Genesys intelligent Customer Front Door?(iCFD) combines customer data from across the organization with business logic to create a more personalized customer experience.
當前，客戶服務是客戶忠誠度最大的影響之一，因為客戶的忠誠度很大程度影響到公司的收入以及公司是否能繼續發展下去，這就要求最先和客戶溝通的紐帶－聯絡中心－采取一種積極主動的方式，從而達到為客戶提供最優服務的目的。
傳統的專有的IVR系統最早的時候，是按照通過強制把客戶打來的電話轉入自助服務系統以減少開支來設計的，然而這卻忽視了客戶服務要求的類型，或者其對公司業務的價值，雖然這種方式在短期內節省了一些開支，但是從長遠的角度看，對于客戶體驗是一個很大的負面沖擊，公司將會耗費更多的資金。
不同于傳統的IVR系統，Genesys智能客戶接待系統（iCFD）結合了涵蓋企業業務邏輯的客戶數據，創造出了一個更人性化的客戶體驗。
Long term value of the iCFDUnlike other technologies, the iCFD helps companies create a welcoming “virtual front door” that not only greets the caller, but also gathers the caller’s intentions, adds contextual information about the caller’s profile and history, determines the most appropriate next step ― self- or assisted-service ― and then routes them to the most suitable resource to effectively resolve the interaction.
By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, this customer-centric solution delivers a definitive approach to optimizing customer service.
Ensuring the seamless distribution of service types over the entire system ― based on critical factors such as customer value, agent availability, and overall call volumes ― will help elevate the contact center to a more strategic role in the organization by aligning it with the business’ goals and customer service strategies, and enabling it to more positively influence the end-to-end customer experience.
The bottom line impacts of such an integrated approach ― greater customer loyalty, higher rates of customer retention, increased agent productivity and satisfaction and, ultimately, higher revenues ― will be real and long-lasting.
To learn more about Genesys iCFD in English, please visit:
www.genesyslab.com/business_solutions/integrated_self_and_assisted_service.asp <http://www.genesyslab.com/business_solutions/integrated_self_and_assisted_service.asp>
iCFD的長遠價值不同于其他技術，iCFD幫助公司開發一個虛擬的歡迎門面，這個門面不僅僅是向呼入者打招呼，而且還會收集呼入者打這個電話的意圖，并把他的個人資料和之前歷史記錄加入到背景信息中，同時確定最恰當的下一步－－轉入自助服務還是人工輔助服務－－并在同時引入最適合的資源，以有效的解決互動。
通過混合智能路由，整合自助服務，座席輔助服務，有針對性的營銷，回呼，和主動聯系。這個以客戶為中心的解決方案提供了絕對優化的客戶服務.
基于關鍵因素確保在整個系統中實現無縫分配，例如客戶價值，可獲得的座席，以及全部電話容量－－這將幫助聯絡中心在企業、組織機構中被提升為一個更具戰略作用的角色，與此同時調整商業目標和客戶服務戰略，使其能更積極的影響到端對端的客戶體驗。
這種整合在一起的努力最起碼的影響是－－更好的客戶忠誠度，更高比率的客戶保留，提升的座席生產率和滿意度，最終會給公司帶來更多的收入－－這種影響將非常實際并且持續長久。
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