Genesys Launches Omnichannel Customer Service Benchmarking Tool

PRESS RELEASE: Genesys announced the availability of a new digital omnichannel customer service benchmarking tool. Licensed from Forrester Research, the digital online assessment tool consisting of a short quiz with nine questions helps companies assess the state of their omnichannel customer service readiness and provides prescriptive guidance on next steps.

“Given today’s digital economy, customer experience has emerged as a key competitive brand differentiator. It’s increasingly critical for companies to deliver effortless, omnichannel experiences. This tool will help companies baseline their omnichannel customer service operations and identify strengths and opportunities for growth,” said Lisa Kost, Senior Vice President of Marketing at Genesys.

According to a related Forrester Research report, Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service: “Great customer service experiences are the result of highly motivated and skilled front-line employees working within well-designed business processes and supported by the appropriate technologies… Cross-channel integration is difficult to achieve and takes a solid architectural approach.”

Earlier in the year, Genesys collaborated with Forrester Research on building an online ROI calculator that can help companies calculate the ROI and business benefits of omnichannel engagement.