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
A CIO's Roadmap to The Cloud: Start with Critical Business Applications and Silence the Naysayers by Genesys. March 12, 2014 - The benefits of cloud computing can he heard everywhere: lower costs, greater efficiency, increased flexibility. So even though you may want to move to the cloud, the question for CIOs remains: how do you know when (or if) to move mission-critical applications to the cloud?
A Frost & Sullivan White Paper: 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.
Cancel Out the Noise! Three Capabilities Every Speech and Text Analytics Solution Should Offer by Genesys. March 13, 2014 - Interaction analytics can help contact center agents expose critical insights buried in customer interactions. Unfortunately, traditional analytics tools lack the capacity, accuracy, and integration needed to truly extract meaning from conversations. So what should you look for in an effective interaction analytics solution?
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 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 - Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center.
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 Ways to Boost Workforce Efficiency and Quality with Continuous Workforce Optimization by Genesys. March 12, 2014 - To ensure high quality, engaging customer interactions, continuity between front office, back office, and other supporting divisions is key. Many organizations are turning to workforce optimization (WFO) tools to optimize efficiency, and savvy companies are looking to integrated solutions to deliver the most benefits.
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 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.
Forrester - A Custom Technology Profile: 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.
Four Steps Toward Virtualizing Your Contact Center by Genesys. January 31, 2013 - Customer experience is a key differentiator for businesses today, and as a result contact centers must manage to improve service quality while also doing more with less. Creating a virtual contact center allows companies to achieve both goals, by increasing efficiency while reducing total cost of ownership.
Frost and Sullivan Best Practices Research: 2013 Global Workload Management Technology Innovation Award by Genesys. August 14, 2013 - Managing each customer service agent's workload has become a priority for customer-focused companies, as more customers and more channels of communication are common. In this resource, explore how successful workload management can help your service organization address the challenges of modern customer relationship management (CRM).
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 the Cloud Levels the Customer Service Playing Field 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.
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.
Seven Blueprints for Contact Center Modernization by Genesys. March 13, 2014 - Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center.
Six Synergy Truths When Sourcing WFO & CCI From One Vendor by Genesys. March 12, 2014 - Many organizations are looking to outsource their contact center infrastructure or workforce optimization (WFO) in order to reduce costs and increase efficiency. However, some forward-thinking companies are outsourcing both from the same vendor, in an interconnected environment.
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 Future of Work: Organizations are Changing How Work is Managed to Meet the Needs of Today's Customers by Genesys. January 31, 2013 - To keep up with increasing customer demands for service delivery, organizations are rethinking the way they interact with customers and how they accomplish work in the enterprise. Smart organizations are looking into workload management systems improve service efficiency and satisfy more customers.
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.
Transforming Customer Experience in the New Digital World by Genesys. March 14, 2014 - In this white paper, learn why taking a holistic approach to digital channels in the contact center can help you deliver consistent, seamless, personalized experiences across all customer channels.
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.