New Release of Customer Experience Platform Delivers Simple and Intuitive User Experience

ORLANDO, FL — October 7, 2014 — Genesys (, a leading provider of customer experience and contact center solutions, announced today at Gartner Symposium/ITxpo the availability of the latest version of the Customer Experience Platform with a complete redesign of the platform user experience (UX) – unveiling a new user interface paradigm for the industry. With the enhanced Genesys user experience, IT, contact center management and business users can now instantly access and act on relevant information to enable real-time decision-making and control over the customer experience. The new interfaces are built to deliver a role-based and intuitive business user experience that remains consistent across the Genesys platform, and are portable across a myriad of wearable and other leading-edge technologies like smart watches and Google Glass. 

Real-Time Decision-Making to Improve the Customer Experience

The redesigned interfaces and workflows set a new standard for contact center and customer experience leaders as they look for new ways to effectively manage the customer journey. Beyond these workflow improvements, the new UX also reduces the administrative costs of managing contact center operations. 

Taking a simplified yet sophisticated design approach – the new interfaces and workflows were built on seven key user experience imperatives, which include:

  • Consistent user-interface framework across all Genesys products
  • Focus on the tasks the user needs to perform in a workflow
  • Re-engineering highly used workflows to improve usability
  • Clear and meaningful display of information based on the user role
  • Easily shareable and actionable analytics to drive business performance
  • Usability with little to no formal training required
  • Single sign-on capability with role-based access

Customer Service Management Tools Haven’t Kept Pace

Traditional contact center management tools have not kept pace with the needs of today’s customer experience market leaders, largely because information isn’t readily available in real-time and is difficult to access. Additionally, traditional management tools require specialized training, frequent intervention of IT staff to make changes, and are limited to proprietary systems and hardware. As a result, the real-time decision-making required to manage the customer journey and drive key business outcomes is compromised. Today, companies are looking for new ways to apply business intelligence and big data to optimize the customer experience. With the latest version of the Genesys Customer Experience Platform, organizations have access to the right information for the right users at the right time to drive the right business outcomes.

Redesigned Interfaces Across the Genesys Customer Experience Platform

“The new Genesys user experience is the culmination of a collaborative process that included customer feedback and market research to deliver Genesys customers the best possible user experience available anywhere,” said Paul Segre, President and CEO, Genesys. “The new user experience will fundamentally transform how organizations of all sizes manage the customer experience.”

A video of the Genesys user experience and the company’s vision for the future can be seen here, and at Genesys booth 232 on the Gartner Symposium/ITxpo exhibit floor. Genesys is a Marketplace Sponsor of the Gartner event being held October 5 – 9 at the Walt Disney World Swan and Dolphin Resort in Orlando, Florida. On Wednesday, October 8, Genesys will present “Future of the Customer Experience in the Digital World” at 3:30 p.m.

About Genesys

Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at or call us at +1.888.436.3797.

About Gartner

Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the valuable partner to clients in over 9,000 distinct enterprises worldwide. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA., and has 6,400 associates, including more than 1,480 research analysts and consultants, and clients in 85 countries.

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