Genesys

Insurance agent attrition is significantly higher than the BFSI industry average. While salary may be a factor, many agents are underequipped to deliver the meaningful conversations customers expect.  

The customer experience has never been more important to insurance agencies. In fact, it’s fast becoming the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centers to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth.

As competition for spending intensifies, customer experience is fast becoming a battleground for retailers. And with lines between physical and digital stores blurring, today’s customers expect seamless, multichannel experiences whether they’re shopping in-store or online. Now is the time for retailers to accelerate digital-first engagements and embrace new technologies.  

After sustained social and economic disruption worldwide, many emerging customer experience (CX) trends that would likely have taken years to mature have been fast-tracked into everyday retail.  

As the lines blur between online shopping and brick and mortar retailers, and popular high-street brands switch to e-commerce models, customer expectations are changing too. Today, retailers are expected to deliver the same outstanding experiences across all channels – whether digitally or in-store.  

Customer experience is hugely important in retail. With digital-first pioneers like Amazon providing innovative, satisfying experiences at the stage of the customer journey – and through every digital channel – the bar is now raised for everyone. Only the retailers that differentiate their brand through CX will thrive in retail’s competitive landscape.  

Connect with your customers with an all-in-one, omnichannel cloud contact center solution for self-service IVR, chat, email, social and more. Genesys Cloud CX is designed to exceed modern customer expectations, built on state-of-the-art technology, so you can deliver exceptional customer experiences, easily. Genesys Cloud CX Features: Omnichannel Engagement Advanced Routing Speech-enabled IVR Outbound Campaigns Reporting

Genesys was positioned highest for the ability to execute in the Gartner August 2021 Magic Quadrant for Contact Center as a Service. Genesys was proud to be named a leader in the 2021 Gartner CCaaS Magic Quadrant report. Working together with our customers, we’re enabling organizations of all sizes to deliver the kind of empathetic

Chatbots offer valuable 24/7 support to businesses, providing an automated alternative to sending all inquiries directly to agents — without sacrificing quality. Well-trained bots can answer customers’ most common, high-volume questions and enable agents to focus on higher-value conversations.

The COVID-19 pandemic profoundly changed the ways in which people live, work and interact with friends, colleagues and businesses. In this new global report, Genesys surveyed over 11,000 consumers across the US, Latin America, Europe and Asia-Pacific to understand how the pandemic affected people’s health, happiness, and social and professional interactions — and how businesses