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Creating Better Experiences: Genesys Partners on VoC

July 7, 2021

Via: No Jitter

Over the last several years, contact center provider Genesys’s goal has been to provide customers with remarkable experiences, being empathetic throughout the whole customer journey. To further this goal, Genesys last month announced a partnership with a voice-of-the-customer software provider Qualtrics.

For some perspective, Gartner defines voice of the customer (VoC) as a software application that integrates feedback collection, analysis, distribution, and action into a single, interconnected platform to help you understand and improve the customer experience (CX). For an application to be VoC, Gartner stated it must contain three key components: collection channels, data, and insight.

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