Overview: Genesys is the only company that focuses 100% on software to manage customer interactions over the phone, Web and in e-mail. Genesys software dynamically connects customers to fulfill requests, optimize customer care goals and efficiently use resources.
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Solutions offered by Genesys.
Research offered by Genesys
Building CEM Expertise for Business Value by Genesys. August 26, 2013 - In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
Call Center Analytics: The Bottom Line by Genesys. November 11, 2013 - This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
Discover, deliver and set the right customer experience expectations by Genesys. February 21, 2013 - This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.
ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels by Genesys. February 28, 2013 - This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
Forging a CEM Strategy by Genesys. August 28, 2013 - Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
Genesys Global Consumer Survey - 2007 by Genesys. March 27, 2008 - This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys. December 31, 2012 - This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Integrating multiple channels to build a single view of the customer by Genesys. February 21, 2013 - CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
Loss from Legacy Call Center Infrastructure by Genesys. September 04, 2013 - Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys. September 2008 - This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys. June 2008 - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys. March 27, 2008 - Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.
UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys. September 16, 2013 - Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
Visa Desjardins Provides a Differentiated Customer Experience by Genesys. February 27, 2013 - Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.