Digital messaging template

The Cloud Migration Challenges

Many organizations are looking to migrate their contact center infrastructure and investments to a more modern and flexible cloud environment.

However, these projects present a significant challenge with reconciling current features set and custom work developed in current environments with the features set applications made available in the cloud.

This necessary development of features and integrations to enterprise systems can easily take weeks or months.

The Solution: Cloud Bridge CX™

Cloud Bridge CX™ offers an elegant way to open doors to and from places where no access was available before.

Interact Strategies application infrastructure is an unique and exclusive offer for its clients needing to extend their Genesys Cloud capabilities or seamlessly integrate other Customer Experience and Contact Center solutions such as multiple Genesys Cloud CX orgs, Nice CxOne, Talk Desk, Amazon Connect, Salesforce.

The cloud native infrastructure offers on demand,  auto-scaling, self-healing and highly available access to a suite of API only available on Cloud Bridge CX™.

 

 

Cloud Bridge CX™ features, templates & packages

Cloud Bridge CX™ is the gateway to a set of prebuilt features and enhancements build for Genesys Cloud. Leveraging Cloud Bridge CX™, Interact Strategies offers specific pre-build features, templates and packages that provide value on the first day of implementation.

Digital engagement package workforce management templates Systems integration templates

Digital media package

Cloud Bridge CX™ is the gateway to a set of prebuilt features and enhancements build for Genesis Cloud.

Digital media channels such as chat, social media or SMS, present a unique set of challenges that we have learned to address and are now offering as prebuilt solutions to the Cloud Bridge CX™.

First challenge connecting the dots With digital media such as web and mobile the challenge is to connect the dots and provide context and feedback to create a relevant experience to your visitors and get the analytics necessary for continuous improvement.

Improve customer engagement Pop-up post-interaction surveys with disconnect Interact directly with the user’s web page with links and redirects Display important user information on page while waiting Personalize the user experience by providing a responder’s profile on the web page on connect

Second Challenge, Abandoned Conversations

The second challenge is visitors abandoning interactions without explicitly closing the page or disconnecting. That creates a loss of productivity where our responders are idle, waiting for a response.

Idle interaction management

• Automatic warning message when visitor is idle
• Automatic message and disconnect
• Automatic response, no staff involvement
• Abandoned interaction disposition assignment

Third Challenge, Missed opportunity

Digital media has the advantage of being text-based and, therefore, content can be better managed and analyzed by computer technology.

In-conversation messaging

• automated agent assistance – In long interactions, having automated check points to confirm if the help-seeker is receiving the expected service, can provide an important feedback to our responders and supervisors.
• Automatic agent’s greeting – Save time by automatically greeting help-seekers on pickup.