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Experience Index: Contact Center 360
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In the experience economy, the ability to measure experiences is fundamental to improving them. Existing experience measurements (e.g., NPS, CSAT) are inadequate because they fail to deliver actionable insights. Companies often waste hours sifting through verbatims, and struggle to execute on tangible enhancements.

Genesys has pioneered the Experience Index: a new way to define, measure, and improve any experience. For the first time, we have tailor-made an offer (Contact Center 360) for leaders who need an all-in-one experience improvement approach. The Contact Center 360 solution will help you elevate your customer and employee experiences and drive better business outcomes.

This offer will enable you to take your contact center experiences to the next level. 

The process is simple and only requires 5 hours of client effort: We analyze your experience data (employee & customer sentiment) together with industry benchmarks and platform KPIs (call time, abandon rate, etc.). Then, an expert advisor will deliver recommendations tailored to your business. The offer will deliver the following outputs:

  • Experience insights of customer service interactions
  • Experience insights of contact center employees
  • Experience Index Dashboard with applicable demographic slicers
  • Targeted recommendations for experience improvement
  • Correlation analysis with Customer Genesys Cloud KPIs, if applicable

Email us if you have any additional questions.

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