WebChat with the Genesys Engagement Center

ZKB has introduced a conversational platform with chat, co-browsing and a knowledge base for customers and contact center employees, which is suitable for further expansion with an AI-based ChatBot. For this purpose, the existing Genesys engagement platform was extended with the WebChat, Co-Browsing and Knowledge Center modules.
Co-Browsing / Collaboration – Contact Management
Provider: Swisscom
Solution/Product: Genesys Engage

New communication channel with the Genesys Engagement Center

Challenge

ZKB planned the introduction of a conversational platform with chat, co-browsing and a knowledge base for customers and contact center employees, which is suitable for further expansion with an AI-based ChatBot.

Benefit

  • Use and further develop existing platform
  • Chat window can be offered to end customers on a topic-specific basis.
  • Quick introduction through standardized web widgets and expansion of the agent interface
  • Better customer experience

Solution

We expanded the existing Genesys engagement platform with the WebChat, Co-Browsing and Knowledge Center modules.