At last year’s G-Force in San Diego, the company unveiled its Dynamic Contact Center (DCC), bringing the contact center beyond the phone to include customer contacts that come in from the Web, email, chat, fax, text message, and any other mode imaginable. Not to be outdone, this year, its big launch is the Intelligent Customer Front Door (ICFD), taking DCC a step further to bring a level of personalization to those interactions and tying them all together through front- and back-end business processes.
In just a week or two since first announcing the solution, it has already attracted big-name partners like Nuance, TuVox, and Voxify, all lending technologies to the effort. Interest has already built among the user base as well, with Air France, Belgacom, and T-Mobile among the first to sign on.
What makes ICFD so special is that it promises to make customer service convenient, consistent, personalized, responsive, and proactive; something badly needed in an age when customers have rising expectations from their company interactions, are super-empowered with information, and have the propensity to tell the world about good or bad experiences through things like blogs (Ed: See our user reviews for proof), and social networks. Companies have no less of a responsibility to learn and know as much as they can about their customers, and can leverage that through the ICFD.
As Brian Bischoff, Genesys’ vice president of voice platform sales and solutions told me, it’s all about eliminating customer frustrations in an age when 44 percent of customers who stopped doing business with a company did so because of a bad customer contact center experience.
Gone are the days when an IVR can contain a caller. Do that, and it¹s not just ‘Click’, but ‘Click and I’m gone’. ICFD could be a just the shot in the arm I need as a customer to not only continue doing business with a company, but to also walk in the front door and do more business with the company.