Back

Genesys in the News

2015

CMO, Australia |
How voice analytics helps iiNet hear customer problems on its network

Forbes |
Customer Experience: Who’s In Charge Here?

IT Brief |
Genesys G-Summit global event comes to New Zealand

MBA @ UNC |
Ask HR: Why Hire MBAs?

Telecom Reseller |
CX Starts with the C-Suite: The Economist Finds 3 Ways for Execs to Engage

DestinationCRM.com |
How to Solve the Customer Experience Puzzle

Contact Center Pipeline |
Omnichannel Strategy: How to Identify and Prioritize Customer Channels

The Financial Brand |
Robots and AI are Invading Banking

MyCustomer.com |
The art of proactive customer experience

Loyalty360 |
C-level Engagement in Customer Experience Initiatives Drives Competitive Advantage

1to1 Media |
The Evidence Is In! Prioritizing CX Leads to Profitability

Cloud Hosting Magazine |
Cloud adoption is now a strategic business decision for contact centres

Computerworld Hong Kong |
80% of Greater China businesses to boost investment in customer experiences

Marketing Magazine, Australia |
CEO involvement in customer experience increases profitability - study

The Wise Marketer |
C-Suite must lead Customer Engagement Strategy

Customer Experience Report |
Genesys Study: CEO Involvement Critical In Shaping Customer Experience

Engage Customer |
European Investment in Customer Experience Up Ten Per Cent to Offset Decline in Customer Loyalty

BizCommunity.com |
C-Suite must lead customer engagement: the Economist Intelligence Unit study reveals

CMO, Australia |
Customer experience initiatives fuel digital transformation change, report finds

IT Brief |
CX solutions key to digital transformation

Call Center.inf |
Tem que agregar valor ao cliente!

Channel Business Partners |
Les dirigeants doivent montrer la voie de l’engagement client, selon The Economist

Networks Asia |
Social media emerging as key customer experience channel in Asia Pacific

CFO Innovation |
Firms That Prioritize Investment in Customer Experience More Likely to Have Better Revenue Growth

Cliente SA |
CEO no engajamento de clientes

MyCustomer.com |
CEO engagement in customer experience initiatives drive competitive advantage - report

The Daily Telegraph |
Customer service goes social: Genesys

ARN |
Australasian Companies Taking Charge of Digital Transformation

Business Insider Australia |
CEOs who personally tackle the social media-driven boom in customer experience win back profits

Technology Decisions |
Aussie companies spend big on customer experience

Contact Centre Helper |
Customer Experience Linked to Profits

WorkSmart Asia |
Social media is more important than phone calls or email for customer experience

Contact Centres |
Genesys Study: European investment in customer experience up 10% in past 3 years

The Australian |
Customer experience set for social media makeover

Cloud Contact Center Zone |
Survey Says: CEOs Should Take the Reins on CX Initiatives

TechTrade Asia |
Customer want social media channels as corporate contact points

Telecom Reseller |
C-Suite Must Lead Customer Engagement The Economist Intelligent Unit Reveals

Contact Centre News |
European investment in customer experience up ten percent in past three years

Digital Marketing Magazine |
European Investment in Customer Experience Up Ten Percent in Past Three Years

WorkplaceTrends.com |
Interview: Tracy Cote of Genesys on College Recruiting

Portal Call Center |
A evolução do contact center

Upgrade Magazine |
Genesys Customer Experience Platform launched

Computerworld Malaysia |
Managing the 21st century customer experience

IT-Online |
Genesys integrates with Skype for Business

Inc.com |
5 Terrible Ways Companies Say ‘My Bad’

CIO |
The future of the contact centre

Contact Center Pipeline |
The Omnichannel Journey

ARN |
Genesys names Vaughan Webster as new A/NZ channel boss

Digital Marketing Magazine |
Make Pushy Push Notifications a Thing of the Past

Call Center Services, TMCnet |
Genesys Again Ranks High in Gartner Magic Quadrant List

TelcoReview NZ |
Genesys named a Magic Quadrant leader for seventh consecutive year

Contact Center World |
News: Genesys Named a Magic Quadrant Leader

Contact Centres |
Genesys named Leader in 2015 Magic Quadrant

Ventana Research |
Genesys Advances Omnichannel Experience for Customer Engagement

IT Pro |
Intégration de Genesys à Skype For Business

Contact Centre News |
Gartner Names Genesys a Leader in 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide

Contact Centres |
Cloud adoption now a strategic business decision, about more than just technology

Customer Experience Report |
The Greatest Generation’s CRM Lessons

CXP |
CRM - Genesys annonce son intégration à Skype for Business

Docaufutur |
L’intégration de Genesys à Skype For Business donne une nouvelle dimension à sa Plateforme

No Jitter |
Genesys Integrates with Skype for Business

Call Centre Helper |
Integration Improves Cross-Channel Experience

CIO |
Are you constraining your back office performance?

Customer Service Manager |
Genesys Integrates Skype for Business into its CX Platform

Unified Communications Insights |
Genesys Customer Experience Platform integrates Skype for Business

Call Center Software |
Genesys Announces Integration with Skype for Business

Contact Centres |
Genesys Extends Customer Experience Platform With Skype For Business

Smart Business |
Paul Segre has Genesys poised for continued growth by studying what makes customers happy

Customer Experience Report |
Genesys Integrates Microsoft’s Skype Platform

DestinationCRM.com |
Genesys Furthers Integration with Skype for Business

Contact Center World |
News: Genesys Integrates with Skype

Website Magazine |
New Integration Allows for a More Personal Touch

Contact Centres |
Genesys contact centre platform selected by Atom Bank

MyCustomer.com |
5 ways to differentiate your mobile customer experience

Connections Magazine |
A CIO’s Road Map to the Customer Service Cloud

Call Centre Helper |
Partnership Aims for Banking First

FStech |
Atom announces customer service IT provider

Contact Centre News |
Infographic: evolution of the contact centre

MyCustomer.com |
3 reasons why artificial intelligence will continue to revolutionize CX

Loyalty360 |
Don’t Get Lost on the Customer Journey

Salesforce Blog |
IT Visionaries: How One CIO Built His Cloud Strategy, Team From the Ground Up

Contact Center Analytics Review |
Three Reasons Why Artificial Intelligence Will Continue to Revolutionize Customer Experience

Silicon Valley Business Journal |
Genesys’ Alice Katwan | Women of Influence 2015

Digital Marketing Magazine |
One Touchscreen to Rule all Touch Points - The iPhone CX

Call Centre Helper |
New Platform Captures Omnichannel Journey

Loyalty360 |
Genesys Customer Experience Platform Goes Far Beyond CRMs

Loyalty360 |
How Digital Anthropology Improves Customer Experience

Contact Centres |
Genesys Omnichannel Customer Journey Management

destinationCRM.com |
The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need

The Nation |
Genesys sees boom as clients merge links with customers

IT-Online |
Vodacom starts multi-channel journey

No Jitter |
Enterprise Connect 2015 - Genesys

Contact Centre News |
Genesys Announces Next Generation CX Platform Ushering in a New Era for Customer Engagement

CMSWire |
Genesys Update Works to Engage Your Customers

Smart Customer Service |
Genesys Releases Contextual Customer Experience Platform

destinationCRM.com |
Genesys Debuts the Latest Version of Its Customer Experience Platform

MyCustomer.com |
How to find customer journey enlightenment and reach engagement nirvana

ChannelLife NZ |
Genesys increases focus on ANZ mid-market with cloud offering

Contact Centres |
Genesys: Don’t Let Your Contact Centre Workforce Become the Walking Dead

ITWire |
Genesys goes cloud to tap mid-market

ARN |
Genesys makes “aggressive” push into mid-market

The Stack |
Cloud compulsion: the IT drivers for change

ITWire |
‘No excuse’ for poor customer service

PR Newswire |
UPMC Health Plan Wins 2015 Gold Stevie Award for Customer Service

MyCustomer.com |
The Contact Center’s Role in Retaining High-Value Banking Customers

Enterprise Innovation |
Video: Marks & Spencer Relies on Genesys for Customer Experience

Contact Centres |
Genesys asks ‘Are Your Customers on a Journey to Nowhere?’

Contact Centres |
Genesys Workforce Optimisation: Turn Your Agents into Superheroes

Call Centre Helper |
G-Summit UK & Ireland 2015

Loyalty360 |
CX Success Starts With Our Customers!

1to1 Media |
Are You Ready for the Wearable Contact Center?

Customer Experience Report |
Genesys Reports Record 2014 Results

Ventana Research |
Genesys and Workforce Optimization

Call Centre Helper |
Case Study: Sky Improves Customer Experience

Contact Centres |
Sky Sharpens Competitive Edge With Genesys Customer Experience Platform

Call Centre Helper |
Clouds to Swell by 2020

Internet Retailer |
Your contact center is about to get disrupted

Cloud Call Center |
Are You Ready for the Wearable Contact Center?

2014

The Global Marketing Alliance |
Never miss a tweet! Using social analytics for Twitter

Call Centre Helper |
Get to Know Your Digital Customers

TIME Magazine |
These Are the 50 Best Places to Work for 2015

Call Centre Helper |
Duck, Duck, Goose: Filtering Tweets With Social Analytics

ITProPortal |
Are You Ready for the Wearable Contact Center?

AnswerStat Magazine |
How the Cloud Can Help Safeguard Your Lifeline with the Customer

PCC Mobile Broadband |
Singapore Airlines Signs with BT, Genesys for Multi-Channel Customer Experience and Contact Center Solutions

Telecompaper |
BT, Genesys win Singapore Airlines contact centre contract

Contact Centre NEWS |
How cloud can help safeguard your lifeline with the customer

MyCustomer.com |
Twitter ignorance is not bliss! How social analytics can open up a customer blind spot

CMSWire |
What the French Taught Me About Customer Service

Engage Customer |
Ditch The Silos And Focus On The Customer

CMO Innovation |
Digital meets physical: Re-invigorating online engagement

CustomerThink |
5 Ways to Humanize Your Customer Care

InfotechLead.com |
Genesys to supply Customer Experience Platform to Tata Sky

Call Centre Helper |
Trade Secrets: Simple Ways to Improve Call Scripting

CSM |
Marketing and Customer Service: A Match Made in Heaven?

Cloud Contact Center |
Genesys Embarks on a Revolution

OnRec |
Marketing & Customer Service: A Match Made In Heaven?

Cloud Contact Center |
Genesys Presents Future of Customer Service at Dreamforce

MyCustomer.com |
Are these the four trends driving customer engagement investment?

destinationCRM.com |
Genesys Unveils Its Next-Generation User Experience

Call Centre Helper |
What to Look for When Buying… an Agent Desktop

Customer Experience Magazine |
Improving the Employee Experience in the Call Centre

Customer Experience Magazine |
The seven routes to make call routing a success

The Global Marketing Alliance |
Top UK retailers losing out from abandoned online shopping trollies - report

Marketing Interactive |
Tata Sky enhances its service delivery

AnswerStat Magazine |
Securing Sensitive Contact Center Information in the Cloud

AnswerStat Magazine |
Is Mobile Enough? How to Create New Opportunities for Customer Engagement

Call Centre Helper |
Ensuring Security in the Cloud

Call Centre Helper |
Are You Making These 25 Webchat Mistakes?

Speech Technology Magazine |
Empyrean Leverages Genesys Technology

Enterprise Innovation |
Transport companies transform contact centres

CSM |
Transform Your Customer Service with Business Rules

Computerworld Singapore |
Genesys gains two new APAC customers deploying its Business Edition solution

Contact Centre Helper |
30 Strategies for Improving Agent Productivity

Contact Centres |
Genesys: Making the Move to Digital Channels is Easy!

CallCentre.co.uk |
Genesys is leading the way in Speech Analytics through its patented ‘Speech-to-Phrase’ recognition e

Retail Technology |
Westbridge Furniture Designs does cloud

Retail Technology |
Westbridge Furniture Designs does cloud

Opus Research |
“One Year Free” Offer by Genesys Addresses Switching Costs for CCaaS

Cloud Call Center |
Genesys Acquires System Integrator

CIO Asia |
Genesys acquires Singapore-based CanaPlus Consulting

CustomerThink |
The Cloud — Customer Experience’s Saving Grace?

Customer Experience Report |
Implementing Real Time CRM—Without The Creepiness!

Frost & Sullivan |
Frost & Sullivan Recognizes Genesys as North American Cloud Customer Solutions Company of the Year

Speech Technology Magazine |
The 2014 Speech Luminaries

Speech Technology Magazine |
Star Performers: Genesys Furthers Its Spending Spree

infoTECH Spotlight |
Social Media Customer Care, Analytics Pay Big Dividends

Enterprise Apps Today |
Genesys to Put IBM’s Watson to Work

Marketing |
IBM Watson goes to work in the customer service department

Smart Customer Service |
Red Hat Taps Genesys for Cloud-Based Customer Experience Platform

Customer Experience Report |
Next Call Avoidance is a Journey

Ventana Research |
Genesys and IBM to Improve Customer Engagement with IBM Watson

Customer Experience Report |
Navigating a Proactive Approach to the Customer Experience

Customer Experience Report |
Navigating a Proactive Approach to the Customer Experience

eWEEK |
IBM, Genesys Partner on Watson-Powered Customer Service App

Direct Marketing News |
IBM Watson Partners With Genesys

COLLOQUY |
IBM Watson Partners With Genesys to Improve Customer Experience

CNBC |
You may soon get financial advice from a machine

Outbound Predictive Dialer |
14 Tips for 2014 to Make Web Chat Work

Baseline |
How to Provide World-Class Customer Service

BusinessNewsDaily |
14 Interactive Voice Response Solutions for Small Businesses

Smart Customer Service |
Is Your Customer in the Driver’s Seat?

InfotechLead.com |
Genesys integrates cloud contact center with Zendesk platform

SearchCRM |
Social media analysis for the masses and more CRM news

CMSWire |
Zendesk, Genesys Form Contact Center Software Alliance

CRMXchange |
Genesys Alliance with Zendesk Provides Improved Customer Experience and Offers Expansion Opportuniti

destinationCRM.com |
Genesys and Zendesk Form Alliance to Bring Voice to Customer Service Solutions

enterpriseAPPStoday |
Genesys, Zendesk Partner to Enhance Cloud Contact Centers

Customer Experience Report |
UPMC Health Plan Leverages Technology & Culture to Exceed Care Expectations

Loyalty360 |
Bridging the Retail Physical and Digital Customer Divide

Re/code |
What Heartbleed Revealed About Customer Experience

Customer Magazine |
What Amazon and Amex Can Teach Us About Customer Service on Mobile

CRMXchange |
Genesys Executive Interview: Reed Henry, Chief Marketing Officer

Network World |
Mitel, ShoreTel, snom Offer New VoIP Phones Genesys Acquires Solariat to Enhance its Social Analytics

Smart Customer Service |
Genesys Adds Social Media Filtering to Its Customer Platform with Solariat Acquisition

San Francisco Business Times |
To go, or not to go: Tech’s IPO shuffle

IT Business Edge |
Tips for Deploying a Social and Multichannel Cloud Contact Center

MyCustomer.com |
Danger ahead: The speech analytics challenge checklist

2013

Business 2 Community |
7 Contact Center Trends for 2014

Customer Service Manager |
When Things Go Wrong: How to Rescue the Customer Experience

Smart Customer Service |
Genesys Unveils New Solutions for Contact Centers of All Sizes

no jitter |
Dreamforce 2013: Contact Center Announcements

Advance Healthcare Network |
Meeting Patient Needs in the Affordable Care Act Era

CMS WiRE |
Customer Experience: Being Loyal to Your Customer Pays

IVR Resource |
Genesys Launches Its Proactive Engagement Solution