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Key findings in a recent Forrester Study on the benefits of using an omnichannel engagement center, commissioned by customer experience platform provider Genesys, include: • 50% reduction in customer abandonment at key points in the customer journey  • Over $1 million in increased revenue through increased e-commerce and voice conversions While the study focused on customers using Genesys’ omnichannel engagement platform, it’s obvious that having a system to manage the different channels customer are using to engage with businesses today should help companies be more efficient and effective. Lisa Abbott, Director of Product Marketing for Genesys, shares with us what omnichannel engagement is, and how it can provide better, more contextual experiences throughout the specific stages of the customer lifecycle.

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