Furthermore, according to the research, when companies enhance interactions for their customers through the Genesys Omnichannel Engagement Centre Solution they experienced improved eCommerce conversions, reduced cost in contact centre maintenance, and faster resolution times by agents. Key findings include: According to Genesys, customers are increasingly digitally savvy, social media-minded and mobile-first, and demand an intuitive and seamless customer experience. Forrester says there is a greater need to engage customers across all technology touchpoints as a necessity in the "Age of the Customer."