全球IP通信联盟讯 Customer service is one of the biggest influencers on loyalty today. Because customer loyalty dramatically impacts revenue and a company’s bottom line, it’s imperative that the contact center - as the primary customer touch point - take a proactive approach to delivering superior service.

    Traditional proprietary IVR systems were designed primarily to reduce costs by force-fitting customers into self-service menus, regardless of the customer’s request type or their value to the business. While this approach saves expenses in the short-term, it exacts a higher price in the long-term by negatively impacting the customer experience.

    Unlike traditional IVR, the Genesys intelligent Customer Front Door?(iCFD) combines customer data from across the organization with business logic to create a more personalized customer experience.

    当前，客户服务是客户忠诚度最大的影响之一，因为客户的忠诚度很大程度影响到公司的收入以及公司是否能继续发展下去，这就要求最先和客户沟通的纽带－联络中心－采取一种积极主动的方式，从而达到为客户提供最优服务的目的。

    传统的专有的IVR系统最早的时候，是按照通过强制把客户打来的电话转入自助服务系统以减少开支来设计的，然而这却忽视了客户服务要求的类型，或者其对公司业务的价值，虽然这种方式在短期内节省了一些开支，但是从长远的角度看，对于客户体验是一个很大的负面冲击，公司将会耗费更多的资金。

    不同于传统的IVR系统，Genesys智能客户接待系统（iCFD）结合了涵盖企业业务逻辑的客户数据，创造出了一个更人性化的客户体验。

     Long term value of the iCFDUnlike other technologies, the iCFD helps companies create a welcoming “virtual front door” that not only greets the caller, but also gathers the caller’s intentions, adds contextual information about the caller’s profile and history, determines the most appropriate next step ― self- or assisted-service ― and then routes them to the most suitable resource to effectively resolve the interaction.

    By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and proactive contact, this customer-centric solution delivers a definitive approach to optimizing customer service.

    Ensuring the seamless distribution of service types over the entire system ― based on critical factors such as customer value, agent availability, and overall call volumes ― will help elevate the contact center to a more strategic role in the organization by aligning it with the business’ goals and customer service strategies, and enabling it to more positively influence the end-to-end customer experience.

    The bottom line impacts of such an integrated approach ― greater customer loyalty, higher rates of customer retention, increased agent productivity and satisfaction and, ultimately, higher revenues ― will be real and long-lasting.

    To learn more about Genesys iCFD in English, please visit:

    www.genesyslab.com/business_solutions/integrated_self_and_assisted_service.asp <http://www.genesyslab.com/business_solutions/integrated_self_and_assisted_service.asp>

    iCFD的长远价值不同于其他技术，iCFD帮助公司开发一个虚拟的欢迎门面，这个门面不仅仅是向呼入者打招呼，而且还会收集呼入者打这个电话的意图，并把他的个人资料和之前历史记录加入到背景信息中，同时确定最恰当的下一步－－转入自助服务还是人工辅助服务－－并在同时引入最适合的资源，以有效的解决互动。

    通过混合智能路由，整合自助服务，座席辅助服务，有针对性的营销，回呼，和主动联系。这个以客户为中心的解决方案提供了绝对优化的客户服务.

    基于关键因素确保在整个系统中实现无缝分配，例如客户价值，可获得的座席，以及全部电话容量－－这将帮助联络中心在企业、组织机构中被提升为一个更具战略作用的角色，与此同时调整商业目标和客户服务战略，使其能更积极的影响到端对端的客户体验。

    这种整合在一起的努力最起码的影响是－－更好的客户忠诚度，更高比率的客户保留，提升的座席生产率和满意度，最终会给公司带来更多的收入－－这种影响将非常实际并且持续长久。