Web chat (via Genesys)
While self-service portals and email case management can solve the majority of customer issues, one-on-one interaction remains the preferred channel for certain queries.
Genesys-enabled contact centers can provide real-time web chat sessions and screen-pop various ServiceJourney pages right into the agent's desktop.
Once integrated, the following use-cases are common:
- Screen-pop the chatter's CRM Party Detail page
- Screen-pop a list of all CRM Parties if the chatter can not be found in the CRM
Example of a chat session in Genesys Cloud CX
Below is an example of a how Party Detail page screen-pops into the Genesys Cloud CX desktop.