In today’s competitive world, the right contact centre is a must-have investment. Customers need to know they’ll get an excellent experience from the companies they choose, whether they’re asking common questions, or seeking help with an issue.
Today’s leading contact centres combine omnichannel interactions across a host of platforms, with artificial intelligence, analytics tools, and a huge range of flexible integrations. Content Guru and Genesys are just two of the market-leading companies offering versatile, scalable solutions for communication with customers.
Content Guru’s “storm” contact centre is a highly flexible solution with hundreds of integrations to choose from. Genesys’ Cloud CX solution is an all-in-one environment for contact centre support, analytics, and workforce management.
Let’s compare the two.
Content Guru storm Features:
Content Guru’s cloud contact centre solution promises companies a powerful way to upgrade customer experience and generate loyalty among clients. The omnichannel “storm” contact centre helps agents and customers to interact conveniently across any channel with the same level of routing, reporting, and functionality. The blended queue across all communication channels ensures every conversation with customers is contextual and consistent.
With advanced routing features to ensure customers reach the right agents to solve their problems, Content Guru can reduce the amount of time customers spend on hold or being transferred to other agents. Access to in-depth reports and customisable insights ensures businesses can make the right decisions to strengthen their brand. Features include:
- Storm CONTACT intelligent routing
- Comprehensive omnichannel communications
- Single interface for agent efficiency
- Personality and skill-level routing
- Integrations with third-party tools
- Secure PCI payment integrations
- Easy-to-use interface for agents
- Advanced reporting features
- Quality and performance monitoring
- Full intelligent automation with Content Guru “brain”
- CRM and Workforce Optimisation access
Content Guru offers a wide range of tools for transforming the contact centre. The “storm” ecosystem is built around ensuring customers get to the right agent to solve their problems as quickly as possible. With access to add-on features like “brain,” customers can also access things like automation and intelligent tools to improve efficiency.
Genesys Cloud CX Features:
Genesys is another solution for omnichannel communications in the evolving customer service landscape. Recognised by leaders like Gartner, Genesys delivers the perfect combination of comprehensive communication tools and workforce management. The Cloud CX CCaaS platform comes with all the tools companies need to build personalized, memorable experiences for customers, including access to integrations for leading CRMs.
From immersive analytics for behind-the-scenes insights into customer journeys to extensive self-service solutions for customers in the modern age of service, Genesys has it all. Companies can even build service workflows across popular apps like WhatsApp and Apple Business Chat. Features of Genesys Cloud CX include:
- AI solutions for virtual agents and chatbots
- Access to AI assistants and insights
- Custom chat experiences across multiple channels
- Integrations with leading tools, like CRMs
- Immersive predictive analytics and task suggestions
- Co-browsing for insights into customer issues
- Inbound contact centre routing with skills-based guidance
- Screen pops and notifications for agents
- Outbound contact centre with predictive or progressive dialling
- Workforce management and forecasting tools
- Automated customer call back and SMS notifications
- Extensive training and interaction analytics
- Supervisor tools with barge-in
- Insights into real-time metrics and historical performance
From proactive machine learning tools to help companies strengthen their understanding of the customer journey, and a host of solutions for improving employee performance, Genesys can make a real difference to any business. Access to Genesys workforce management tools is particularly attractive for companies looking to empower their remote and hybrid workers.