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
Automating Customer Contact Centers to Gain Agility and Analytic Insights by Genesys. June 04, 2014 - This informative white paper explores the components, advantages, and use cases for a virtual contact center. It also includes a checklist of 9 must-have virtual contact center features, so you know what to look for when evaluating a technology.
Boosting Customer Loyalty and Bottom Line Results - Putting Customer Experience First in Your Contact Centre by Genesys. May 30, 2014 - Customer experience management (CEM) is coming to the forefront as one of the best ways to differentiate your organization. This white paper explores key elements of the customer experience (CX) and how to achieve better CEM while improving operational effectiveness and driving down costs.
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.
Customer Experience: Essential Requirements for Company Profitability and Competitive Success by Genesys. March 14, 2014 - Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Deploying a Contact Center in the Cloud - A Guide to Best Practices by Genesys. July 31, 2012 - To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
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.
Five Simple Strategies to Make Your Contact Center a Success by Genesys. June 03, 2014 - View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success.
Five Ways to Differentiate Your Customer Service Offering Using the Cloud by Genesys. March 31, 2012 - Implementing new technologies to enable multi-channel customer service isn't always easy, especially for mid-size organizations that are trying to balance costs with customer personalization. Access this white paper to learn why a cloud-based contact center could be the answer for better service at a lower cost.
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.
Hosted Contact Center and On-Premises Centers Demystified by Genesys. March 24, 2014 - Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
How Cloud-Based Contact Centers Improve Customer Experience by Genesys. March 31, 2013 - In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
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.
Improve Your Customer Experience and Call Center with Mobile Applications by Genesys. June 02, 2014 - Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations.
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.
Intelligent Self-Service and Personalization: Rethink the Customer Experience by Genesys. June 02, 2014 - With the right combination of intelligent self-service and agent-assisted service, you can ensure efficiency gains, cost savings, and customer satisfaction. View this white paper to learn what it takes to implement intelligence self-service, such as integrated applications, business intelligence, business rules, and integrated channels.
Level the Customer Service Playing Field with the Cloud by Genesys. March 31, 2013 - In this paper by Ovum research, discover how mid-market companies can leverage the cloud to improve customer service, and, as a result, get on a more level playing field with bigger competitors. Explore the challenges that mid-size companies face with customer service, and get recommendations for cloud adoption tailored to service organizations.
Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences by Genesys. March 31, 2013 - In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies.
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.
Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center by Genesys. June 05, 2014 - Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.
Self-Service Performance Analytics Creates Greater Customer Engagement by Genesys. June 05, 2014 - This white paper illustrates how to leverage analytics and business intelligence (BI) to gauge channel success and the performance of self-service options in the contact center. Discover how BI analytics embedded into IVR enables you to improve customer experiences, eliminate frustrations, and optimize your interaction processes.
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.
Workforce Management Applications: FAQ and Best Practices by Genesys. March 21, 2014 - Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.