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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.
KnowledgeStorm's detailed company reports contain important information including: stock symbols, company size, addresses, and more. You may access this additional information about this company by viewing one of the detailed solution reports or research abstracts listed below
Customer Interaction Analytics: Quality of Care on the Critical Path by Genesys
November 2008 - As customer care spans multiple modalities requiring real-time responses, “analytics” has become an all-purpose word that embraces monitoring and recording.
E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP) by Genesys
November 2008 - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
E-Book: Making Real-time Information a Reality in the Contact Center by Genesys
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
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
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.
Maturing with the Millennials Are Organisations Prepared for the Millennial Consumer? by Genesys
November 2008 - Survey respondents illustrated a sophisticated understanding of the consumer profile of the millennial, a sampling comments point to convenience, customisation, community and “cool” as motivating factors for millennials.
Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys
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.
Seven Reasons Why SIP Will Improve Your Customer Care Strategy by Genesys
November 2008 - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
Success Story: Communications - AT&T by Genesys
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
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.
Using Real-Time Information to Improve Contact Center Performance by Genesys
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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