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Overview: Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to our homepage or visit the industry blog at www.betterinteractions.com
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Solutions offered by Genesys Co..
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Research offered by Genesys Co.
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E-Book: Making Real-time Information a Reality in the Contact Center by Genesys Co.. September 2008 - This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
Enterprise Benefits of Real-Time Contact Center Performance Management by Genesys Co.. July 2008 - Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
Genesys Global Consumer Survey - 2007 by Genesys Co.. March 27, 2008 - This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co.. June 2008 - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Success Story: Communications - AT&T by Genesys Co.. May 2008 - Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal.
Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys Co.. 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 Co.. 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 Co.. 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.
Using Real-Time Information to Improve Contact Center Performance by Genesys Co.. May 2008 - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
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