Genesys has launched its Pointillist Contact Center Optimization solution, enabling contact centers to visualize real-time customer journeys across multiple channels.
As such, the solution aims to support companies in measuring, monitoring, and improving journeys across the customer lifecycle.
It also connects to various enterprise software to unlock data, gain a complete view of the customer, and assess how particular customer behaviors impact critical CX outcomes.
The move follows the 2021 acquisition of Pointillist, allowing Genesys to harness new analytical capabilities. These enable the vendor to support clients with additional context, including customer intent and prior experiences.
Pulling each of these functionalities together, CX teams can more easily isolate customer journey pain points through data visualization.
Sharing his thoughts on the Pointillist Contact Center Optimization solution, Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, said:
By extending our orchestration capability with deeper customer journey analytics, we're making it easier to uncover and employ insights so companies can break down every barrier standing between people and great experiences.
Indeed, Genesys is striving to increase "total experience awareness and control" by offering greater visibility into the customer behaviors that drive critical customer outcomes.
As a result, the vendor hopes to help its clients increase customer satisfaction and boost loyalty. Thankfully, tests with early adopters have proved promising.
One such adopter was a large broadcast and cable television company. By harnessing the Pointillist Contact Center Optimization solution, it discovered that customers who suspended their mobile service online had lower net promoter scores (NPS) and higher phone call-in rates.
Delving into these results, it transpired that customers could suspend mobile services using the website but not resume them, adding to contact volumes considerably.
