OmniCloud powered by Genesys
The Digital Customer Engagement solution in the Cloud
Email, Social and Web Engagement
IST OmniCloud Powered by Genesys is a cloud based digital customer experience platform, that empowers you with pro-active connected Social, Web and Email Engagement.
It connects your organization’s digital channels together in ONE Agent Desktop, using ONE reporting engine, with ONE unified view of the customer interactions and utilizing ONE routing engine to allow powerful, effective management of all your digital customer interactions.
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Ultimate Flexibility and Scalability
Connected Customer Experience
Regardless of where and when your customers interact with your organization, your agents will have a single view of all your customer digital interactions, meaning, your agents are fully equipped with customer interaction history and content to react quickly and effectively.
A new standard in CX
The digital channel engagement solution powered by Genesys, offers a rich set of features with powerful customization, setting a new standard in dealing with customer experience in the cloud.
Business Flexibility with exceptional customer experience
Technological innovation is a double edged sword, customer demand and usage are unknown quantities and when demand does increase unexpectedly, scaling can be challenging. The flexibility of IST’s OmniCloud offers you:
Opportunity to experiment: add new channels to your customer experience with minimum investment combined with rapid go to market turnaround.
Cost Effective Scalability: customer trends change over the year, especially during holiday season, which affects your customers and staff. With IST’s OmniCloud, pay for what you use only and no more.
Summary of key features
Web Engagement
Social Engagement
Email Engagement
OmniView | Same agent desktop for all digital channels
OmniReporting | Detailed and advanced realtime & historical reporting
OmniSupervisor | Supervisors can monitor and assist agents across all channels
Proactive Chat
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Proactive Social Care
Engagement
Analysis and
Classification of
Discard Email (Spam)
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Natural Language Processing and keyword/ expression identification
Knowledge Base - Standardized responses
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Capture website events such as searches, timeouts as well as mouse and keyboard inactivity
Out-of-the-box rule templates and business rules interface for defining engagement rules
Approved workflows
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Feedback for Email, post and email surveys
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Add wrap up and notes to interaction
Mobile Ready - pre-developed widgets for Mobile
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Agent Guided script
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Listen to 100% of customer online interactions
Analyze and Prioritize the customer interactions
Interactions are routed /assigned to agents based on business rules
Transfer Interactions to another agent or queue
Supervisors, can monitor & conference on conversations
OmniCloud and Sentiment Analysis
OmniCloud can be integrated with IST’s own Sentiment Analysis cloud solution which offers businesses the chance to listen in on their customers’ conversations across all digital social media platforms. It can automatically decipher whether customers comments are positive, negative or neutral and route these interactions intelligently, based on priority to the right agent at the time.
Powerful Insights
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Improving your customer experience requires measurement. With Insights, knowing what works and what doesn’t is vital so you can react and take action when required. You can view end to end customer interactions to identify bottlenecks and your organization can create customized dashboards, with drill down capabilities to manage your KPIs.
