By Beecher Tuttle

To experience success in today's economy, companies need to provide their current and prospective customers with an unmatched level of service and support. For growing enterprises, this can be a very trying task.

 

Due to the size and complexity of some companies, a customer may be forced to interact with an automated system, an at-home agent and a sales support worker during a single engagement. Enterprises that fail to put forth the time and resources to refine their customer service solutions are bound to suffer from poor retention rates.

 

On the other hand, companies that properly engage their customer base are much more likely to improve their revenue streams. Engaged customers are more prone to purchase additional products and services, make brand recommendations to their friends and remain loyal to the company. This type of customer is also the least expensive to service.

 

When putting together an integrated customer service strategy, enterprises should take into account five key customer engagement ingredients that can help them create brand loyalty: interaction, resources, infrastructure, processes and performance.

 

The majority of enterprises today still have legacy infrastructure and disparate hardware and application systems that make it difficult to create a synergistic customer engagement experience. Companies that adopt an integrated software solution can jump this hurdle and improve the overall customer service experience.

 

Genesys, an Alcatel-Lucent Company, has developed a solution called intelligent Workload Distribution (iWD) to help companies integrate their customer support resources, internal business processes and content center capabilities. The solution is designed to allow enterprises to prioritize workloads and manage customer service processes across every department.

 

Genesys' iWD can help a company in a number of ways. The solution's primary responsibility is to optimize the routing of customer service inquiries by integrating all of the company's resources, including remote agents, outsourced support staff and front office personnel. By streamlining the customer service process, businesses can save money by getting the most out of their resources. Companies can also generate more revenue through higher retention rates and greater brand loyalty.  

 

For more information on the solution, click here.