Community Short Facts - Septemer 2022
No monthly SAP news should be disregarded. The Short Facts are dedicated to smaller news items as well as seemingly more or less important statements from the community. This is the place for SAP-specific press releases that otherwise tend to be overlooked.
September 27, 2022
This text has been automatically translated from German to English.
Fit for the Experience Economy
Genesys is launching a new solution that enables companies to use empathy to strengthen customer relationships. Specifically, Genesys is expanding its existing functions to include in-depth analyses of the customer journey. Instead of looking at individual interactions, companies can now visualize the customer journey from start to finish across multiple channels and in real time.
With the new solution, Genesys supports companies in gaining deeper insights into customer behavior, from which the operational KPIs for digital channels and voice channels are determined. In this way, customer satisfaction can be increased and business KPIs such as first contact rate, self-service rate and service costs can be improved.
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