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Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com

March 11, 2013 - (Free Research)
Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment 
(ANALYST REPORT) READ ABSTRACT |

Genesys Global Consumer Survey - 2007 by Genesys

March 27, 2008 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Forrester - A Custom Technology Profile: Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences by Genesys

March 31, 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now by Information Builders

April 30, 2013 - (Free Research)
Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world. 
(WHITE PAPER) READ ABSTRACT |

Improving Customer Satisfaction through More Effective ICT Strategies by Alcatel-Lucent

January 2008 - (Free Research)
Companies that want to maintain a competitive edge, both now and in the future, are realizing that reactive customer interaction services must be replaced by a more proactive approach that recognizes the growing user-centricity of consumer ... 
(ARTICLE) READ ABSTRACT |

Frost and Sullivan Best Practices Research: 2013 Global Workload Management Technology Innovation Award by Genesys

August 2013 - (Free Research)
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). 
(WHITE PAPER) READ ABSTRACT |

The Future of Work: Organizations are Changing How Work is Managed to Meet the Needs of Today's Customers by Genesys

January 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

A Frost & Sullivan White Paper: Beyond BPM-Enterprise Workload Management Reduces Costs and Improves Customer Service by Genesys

August 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Five Ways to Differentiate Your Customer Service Offering Using the Cloud by Genesys

March 2012 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

How the Cloud Levels the Customer Service Playing Field by Genesys

March 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 2012 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys

September 2008 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys

June 2008 - (Free Research)
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys

March 2008 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Visa Desjardins Provides a Differentiated Customer Experience by Genesys

February 2013 - (Free Research)
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. 
(WEBCAST) READ ABSTRACT |

ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels by Genesys

February 2013 - (Free Research)
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. 
(CASE STUDY) READ ABSTRACT |

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 2013 - (Free Research)
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. 
(CASE STUDY) READ ABSTRACT |

Call Center Analytics: The Bottom Line by Genesys

November 2013 - (Free Research)
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. 
(EGUIDE) READ ABSTRACT |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 2012 - (Free Research)
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. 
(CASE STUDY) READ ABSTRACT |

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Building CEM Expertise for Business Value by Genesys

August 2013 - (Free Research)
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. 
(EGUIDE) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 2014 - (Free Research)
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. 
(EGUIDE) READ ABSTRACT |

Four Steps Toward Virtualizing Your Contact Center by Genesys

January 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Eight Ways to Boost Workforce Efficiency and Quality with Continuous Workforce Optimization by Genesys

March 2014 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 2013 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

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