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
Beyond BPM- Enterprise Workload Management Reduces Costs and Improves Customer Service by Genesys. August 22, 2013 - To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to effectively assign work and monitor completion. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues.
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.
Comparing the Total Cost of Ownership of TDM and SIP Contact Centers by Genesys. December 31, 2012 - This resource compares the total cost of ownership of Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn the limitations of TDM infrastructure, and see how SIP contact centers lead to success.
Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys. November 30, 2012 - This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success.
Customer Success with Genesys by Genesys. August 27, 2013 - Access this eye-opening e-book to discover how successful companies are delivering on CEM promises by leveraging a variety of next-gen contact center technologies to improve customer satisfaction, save money, and increase efficiency.
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.
Eight Benefits from Migrating to a Software-Based Contact Center by Genesys. September 04, 2013 - An outdated, hardware-based call center can stymie your customer service efforts and lead to increased costs. In this resource, uncover eight benefits your organization can achieve by migrating to a software-based contact center infrastructure.
Eight Benefits of Migrating to a Software-Based Contact Center by Genesys. October 23, 2013 - This essential resource counts down eight must-see benefits of migrating to a software-based contact center.
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.
Gartner Magic Quadrant for Contact Center Infrastructure by Genesys. June 18, 2013 - With so many vendor options available on the market, how can you be sure you're choosing the right tools for your contact center infrastructure? Check out this comprehensive Gartner Magic Quadrant report to explore the current state of the contact center technology offerings, and compare top vendors including SAP, Cisco, and Genesys.
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.
Navigate the Future Of Customer Service by Genesys. February 01, 2013 - In this Forrester report, learn the top 15 customer service trends that you must to take into account to deliver customer service excellence in 2013 and beyond. Also, use Forrester's customer service trends impact analysis framework to understand the key business trends unfolding in the next five years to make your plans bulletproof.
Prepare Contact Centers for the Future With SIP - An OVUM Whitepaper by Genesys. August 05, 2013 - This white paper discusses alternatives available to allow contact centers to take a phased approach to migration off of their existing switches, making it possible for customers to sweat out their existing investments.
Revolutionizing Contact Center Quality Management with Speech Analytics by Genesys. October 22, 2013 - Quality management (QM) processes are essential for assessing customer service quality. This resource investigates key challenges of the traditional QM process, and introduces analytics-driven quality management as an effective alternative.
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 Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys. November 14, 2013 - Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case.
The Inner Circle Guide to Multichannel Customer Contact by Genesys. September 30, 2013 - This comprehensive guide is jam-packed with insights, advice, and tips to help you successfully navigate multichannel customer contact. Inside, examine customer and business attitudes toward usage of multichannel interactions, and learn how you can get it right.
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.
The power of one: A holistic approach to digital customer service by Genesys. January 31, 2013 - A proliferation of new communications channels is making it more difficult to provide effective, cost-efficient customer care. In this guide, learn how you can take a holistic approach to digital customer service in order to better support customer interactions.
Top 5 Steps to a World-Class Contact Center by Genesys. October 02, 2013 - In this white paper you'll find five key steps to keep in mind when building a world-class contact center in today's rapidly changing customer landscape.
Top Brands Understand Customer Service by Genesys. September 04, 2013 - This infographic provides firsthand insights from IT and business leaders in a number of organizations – from PepsiCo to American Airlines – regarding why they chose Genesys customer service tools.
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.