In this report, commissioned by Genesys Labs, Opus Research enumerates the steps it takes to install and maintain an intelligent Customer Front Door (iCFD). A key finding is that virtually every firm that has invested in resources to improve their customers’ self-service and agent-assisted experiences has already started along a well-blazed and relatively short path to measurable improvements in the quality of customer care and, ultimately, profitability.

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Customer loyalty is a two-way street. Businesses around the world are finding greater success at winning, serving and retaining customers when they are able to respond quickly and effectively whenever they call. intelligent Customer Front Door™ (iCFD) is a metaphor that describes a set of applications and technological resources that enable businesses to identify callers and quickly aggregate information about them to assist in successfully resolving their needs. Implementing the iCFD is an incremental process that involves integrating self-service and intelligent routing with contact center applications. Many firms are farther along than their managers might think in terms of implementing iCFD. This document illustrates a simple set of “steps toward iCFD” to help you locate your progress and readiness for full-blown implementation.

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