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The Vodafone Success Story

Vodafone, one of Germany’s largest telecommunications providers, has 8000+ agents handling over 18 million monthly interactions across multiple channels. They had multiple legacy systems for voice and siloed infrastructure for digital channels. Vodafone implemented the Genesys Customer Experience to support end-to-end personalized journey management and deliver a differentiated customer experience (CX). View the on demand webinar and hear the Vodafone success story!

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Featuring Mary Wardley, Program Vice President, Loyalty and Advocacy Solutions, IDC

Operating a standard, voice-only call center is no longer enough to keep customers engaged. Customers are utilizing new methods to connect and require channels such as mobile, web, social, self-service and video. Contact centers will soon be required to include new technologies such as chatbots and the support the changes that will come with the Internet of Things (IoT). Watch as IDC and Genesys look at current trends, and examine how the cloud is changing the way companies prepare for and deploy the latest technology in the contact center. 

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Featuring Art Schoeller, VP and Principal Analyst, at Forrester Research

40% of companies are explicitly using proactive customer communication within an omnichannel engagement strategy to improve customer satisfaction. Proactive communication not only helps you deliver low effort customer experiences, but it also improves bottom line profitability, and loyalty. Watch as we reveal new Forrester research on proactive customer communication, including usage, benefits, and a definitive maturity model of proactive customer communication that you won’t find anywhere else.

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The transformation in healthcare is unprecedented with the focus on quality and value where performance translates into payment.  New technologies will be paramount to the success of your physician groups as they prepare for patient surveys and value-based care.  A digital strategy can help you leverage and optimize patient-related technology to improve the patient experience and outcomes. See how developing a digital patient ecosystem will allow you to create more productive relationships and improved health outcomes.

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Featuring Sheryl Kingstone from 451 Research

The “Experience Generation” is changing the game for customer service organizations to deliver a new “ideal” customer experience. Today’s tech savvy customers are dictating the terms of engagement and employees are faced with increasing pressures to rise to the occasion. Your contact center workforce needs the right tools, training, information, and support to deliver great customer experiences. View the on demand webinar and hear from Sheryl Kingstone from 451 Research on how to make the your employees the CEO of every customer moment.

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Featuring Doug Kaplan, Director of Customer Success at InfoArmor

InfoArmor recently made a successful move to a cloud contact center. This on-demand webinar will cover the importance of developing a balanced business justification with actionable points to convince decision-makers to begin the transition; what to expect when going live; and how to conduct a realistic assessment of progress after the first 90 days. Learn the benefits of switching to a cloud contact center, including cost, scale and agility advantages today. 

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Featuring Kate Leggett, VP and Principal Analyst, Forrester Research

Businesses are struggling to provide self-service options in order to meet intensifying customer needs and expectations. Interestingly, an oldie-but-goodie self-service channel—the IVR—is the avenue most ready for transformation to enable true omnichannel self-service. This on-demand webinar featuring Forrester presents brand new research highlighting specific KPIs driven by organizations who have started employing omnichannel self-service, as well as practical recommendations for implementing omnichannel self-service in your business.  

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Is Your Contact Center Ready for the Next Era CX?

All businesses are threatened by new disruptors and digital transformation. The key to beating the disruptors – or better yet becoming one - is to build great customer experiences through digital omnichannel journeys that are effortless and personal. This interactive discussion with Genesys and IBM will share best practices to differentiate yourself from your competition and be a disruptor in your industry.

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It is a real challenge to prevent fraud in the contact center.  Fortunately, there are sophisticated solutions you can bring to bear. Learn how you can use Pindrop’s state-of-the-art fraud prevention technology called phoneprinting —a combination of device, location and behavioral analysis — to complement your Genesys installation and combat this pernicious threat

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Plan Your Customer Engagement Strategy for 2017, NOW

Delivering an omnichannel customer experience is key to building lasting customer relationships in today’s digital, mobile-first world. Hear from guest speaker Kate Leggett from Forrester Research in this on demand webinar and learn how to benchmark the current state of your omnichannel customer service operations.

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Featuring Art Schoeller, VP and Principal Analyst, Forrester Research

If Agility Is Essential to Your Business Survival—Now’s the Time to Start the Move to Cloud! Learn the latest innovations in cloud architecture, including the use of advanced public cloud platforms to add global scale and redundancy. The business agility provided by a cloud contact center provides the primary upside, offering cost, time-to-value and flexibility advantages to your worldwide customer engagement footprint. View our on-demand webinar and learn how a cloud contact center can be the key solution-set to improve customer experience, grow customer loyalty and optimize global operations.

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Providing omnichannel customer experience (CX) means having the ability to consistently deliver seamless, personalized service throughout the customer’s journey. View the on demand webinar to learn how to map your customer’s journey and create a roadmap to omnichannel customer engagement.

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Foster Loyalty Through Effortless Customer Journeys

To drive customer loyalty and increase new business opportunities, understanding the location of hotspots in the customer’s journey -- processes that cause frustration and inefficiencies – is essential. But CEB research indicates that while more than 80% of banks want to map and improve customer journeys, fewer than half are confident they can do it. And when efforts are made to understand the journeys, insights are traditionally based on the historical record of transactions -- a backward -looking, incomplete view.

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Foster Loyalty Through Effortless Customer Journeys

Foster Loyalty Through Effortless Customer Journeys: Featuring CEB Principal Executive Advisor, Nicole Sturgill

CEB research indicates that, while over 80% of banks want to map and improve customer journeys, less than half are confident they can do it. And when efforts are made to understand the journeys, insights are traditionally based on the historical record of transactions -- a backward -looking, incomplete view. Join us as CEB Principal Executive Advisor Nicole Sturgill and Genesys Business Consultant Mark Stanley work with extensive CEB research to discuss:  Which touchpoints customers value most in their bank interactions; How to recognize a customer who is showing signs of discontent and potential flight; And much more!

Hear the TELUS Customer Success Story

Today’s customers expect to receive consistent customer experiences as they transition between multiple channels. Although most companies today support multiple channels such as voice, email, and chat, they cannot share context across these channels. Transforming your contact center to orchestrate end-to-end customer journeys, as against managing individual interactions, is critical to your ability to delight your customers. View the on-demand webinar now to hear how TELUS, Canada’s fastest-growing national telecommunications company, transformed their contact center into an omnichannel engagement center.

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Equip Your Team to Create Personalized Interactions that Drive Self-Service Adoption and Increase Net Promoter Score

The emerging role, Head of Omnichannel is indicative of a paradigm shift in the management of customer journeys. In this on-demand webinar John Lush, Head of Omnichannel at the Irish telecom company eir, explains how his previous role as IVR Manager within eir has equipped him well for the challenges he now faces in his new role. As Head of Omnichannel, he is challenged to deliver great service wherever and whenever the customer seeks it out. Much of what they seek to accomplish can actually be achieved through self-service, rather than agent-based service. Get your team omnichannel ready! 

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The key to delivering omnichannel customer experiences (CX) is enabling employees and contact center agents with the right tools to deliver great CX. This requires workforce optimization (WFO) capabilities such as call recording, workforce planning, quality management, training and agent desktop to be ‘omnichannel ready’. Register to view the on-demand webinar. Understand the impact of impementing WFO capabilities from your contact center infrastructure vendor.

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Featuring Dimension Data and the Global Contact Center Benchmarking Report

Contact centers have undergone a major transformation over the last decade. For the past 19 years the Dimension Data Benchmarking Report has provided the industry with a comprehensive global overview and perspective to the state of customer interactions, and customer management in contact centers. The report highlights research conducted through a comprehensive survey of over 1400 contact center professionals on the current state of their contact center, including usage of various channels and tools, key pain points and plans. Get a preview of the results from the 2016 study and practical steps to embrace these trends.

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Learn How from UPMC Health Plan-- the J.D. Power Customer Experience Leader

Join us as Kelly Aber, Director of Enrollment Services at the highly recognized and award-winning UPMC Health Plan, shares best practices on how they reached a level of customer service excellence.  Learn how UPMC retains member context as they move among touchpoints, applies business rules to determine the next best action, streamlines task and claims handling, and effectively uses proactive contact to achieve quicker resolutions, reduced costs and increased loyalty. 

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Important Migration Considerations When Modernizing Your Call Center to Enable Omnichannel Customer Experience

Are you having trouble meeting the expectations of your customers with your legacy ACD, PBX and telephony infrastructures? Replace your existing call center and avoid pitfalls when selecting a replacement platform. We’ll outline the criteria you should look for in an omnichannel customer engagement center solution so you can make an informed decision and start your omnichannel journey off right. If you are looking to satisfy customer expectations and deliver a seamless, consistent and personalize omnichannel customer experience by orchestrating digital and voice channels across all touchpoints—you are ready to make your move and we’re here to support you. 

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Moving to the Cloud? We’ll Help You Make the Case

Featuring Keith Dawson, Principal Analyst, Customer Engagement from Ovum
As cloud technology matures, new contact center applications are bringing new economics to customer engagement. The market-leading research firm, Ovum, has evaluated significant developments in hosted systems, the current state of play, and the impact of size and geography on contact center costs, to present a look at what has changed recently, and why. Ovum Analyst, Keith Dawson talks about the case for cloud versus on-premises deployment of contact center systems, and how Total Cost of Ownership (TCO) impacts many different factors. We also look at technology upgrades in both deployment scenarios, and the resources saved during cloud deployment—where a pay-as-you-go model is often more attractive for many companies.

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Comme chaque année en cette période, les nostalgiques replongent avec mélancolie dans l’année qui vient de s’écouler, tandis que les visionnaires de tous horizons se livrent au jeu des pronostics pour les douze prochains mois.

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Featuring Raluca Druta, Human Capital Management (HCM) Analyst from TEC

Midsized companies face both challenges and unique opportunities when it comes to competing against larger enterprises. Learning how to deliver next generation omnichannel customer experience is an effective method to differentiate your brand from larger competitors. We will discuss what omnichannel customer experience is all about, best practices for providing effective omnichannel customer engagement, and explore the effects of human interactions on customer experience. Join us to investigate how packaged contact center solutions designed for mid-sized companies reduce total cost of ownership, while improving competitiveness. 

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A Webinar on Forrester's Total Economic Impact™ Study

Most companies today support multi-channel customer service but are unable to deliver an omnichannel customer experience. While they support many channels such as voice, email, mobile, social and chat, they do not have visibility into the customer journey and cannot deliver a personalized, context appropriate experience for each customer. Hear guest speakers from Forrester Research and learn ROI, cost savings and business benefits (Total Economic Impact) leading companies have experienced with their Omnichannel Engagement Center Solution investment. View the on demand webinar now!

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Customer experience is the new, evolving competitive battlefield. This reality has different business units regularly proposing customer engagement projects based on point solutions. If you are in IT or Contact Center Operations and are tasked with delivering these projects, managing complexity, rationalizing infrastructure, streamlining suppliers and ensuring a strategy that can withstand the test of time can be challenging. This on demand webinar will provide an IT perspective on how you can integrate existing systems such as ERP, CRM etc. with a future-proof contact center and deliver a seamless omnichannel customer experience.

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Surprise! Learn How Mystery Shopping Your IVR Can Lead to Great Insights and Improvements in Your Customer Experience

Mystery shopping is a decades old method used by a variety of industries; from retail, to hospitality, to healthcare to independently evaluate the quality of service being offered to customers. By mystery shopping your IVR, you can glean a customer’s perspective of your business; uncovering opportunities to simplify and improve the customer experience. View the on-demand webinar, featuring Frost & Sullivan, and lean how to optimize your results and share some impressive achievements that companies are realizing with the use of modern IVR solutions. 

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Ready to learn about NextGen Customer Experience for Government?

Customer Experience (CX) is a Presidential Priority under the Management Agenda. Yet, how do government agencies undertake this large initiative and truly improve their customer experience? Join Carahsoft and Genesys as we discuss 5 keys to lead your government agency to a NextGen Customer Experience. Our industry experts will also share best practices and discuss both Federal and State customer success stories.

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On-Demand Webinar featuring Sheila McGee-Smith, Contact Center Industry Analyst

According to recent research, in 2016, over 50% of customer service interactions will be digital in nature. Is your contact center ready to deliver seamless customer service over digital channels and voice? View the on-demand webinar and learn five steps you can take now to transform your contact center for digital customer service!

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Which Trends Will Have the Greatest Impact On Your Organization

Consistently delivering experiences that result in highly satisfied customers can be incredibly complicated. When organizations get it right, the positive outcomes are undeniable. ICMI community specialist Erica Marois and Ken Jochims from Genesys will share their insights, experiences, and best practices on how to take advantage of customer experience trends. You’ll receive some secrets and real-world examples for getting ahead of customer expectations and how improving the customer experience can be good for your bottom line.

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Featuring Sun Life Financial

Join us as we talk with Loris Dumanian, Director of Design & Delivery, Interactions & Call Centre Technologies, at Sun Life Financial about Solving the Communication Challenges of the New Insurance Company

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On Demand Webinar featuring Guest Speakers Irwin Lazar and Lisa Durant from Nemertes

Customer Satisfaction (CSAT) score is one of the most important measures of success for a company or its contact center. However, multiple factors can influence CSAT scores, and CSAT isn’t the only metric that provides insight into customer experience and satisfaction. View the on-demand webinar and learn new metrics contact centers must measure to gain deeper insight into customer experiences.

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Don't Lose Your Customers' Trust or Expose Your Company to Potential Cyber Attacks

According to the Payment Card Industry (PCI) Data Security standards, companies of all sizes who process, transmit, or store credit card data must comply or potentially face steep fines that range anywhere from $5,000 to $100,000 per month for PCI compliance violations. Find out how to make your call center is PCI compliant so that you can focus on delivering top-notch customer service without worry of losing customer trust or facing stiff fines. 

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On-Demand Webinar Featuring Keith Dawson, Principal Analyst, Customer Engagement, Ovum

Today’s businesses need to improve the experiences delivered to customers, consistently and across all channels. This requires the ability to expand beyond the siloed operations that make up the traditional call center and customer relationship management (CRM) systems. When you bring everything together into a coherent “system of engagement”, you unlock hidden value in your data, systems and people. Modernizing the contact center around this concept means thinking about how to be more responsive to customers. The good news—it’s not as difficult to achieve as you may think. 

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On-Demand Webinar Featuring Aphrodite Brinsmead, Principal Analyst, Ovum

Understanding how to compete against large competitors that have more resources is key to your company’s survival. One way to gain a competitive edge is to provide a unique customer service experience to help differentiate your brand or service. Being easy to contact, wherever and however your customers choose–is a good place to start. This requires moving to a modern call center. View the on-demand webinar and learn how a Virtual Call Center (VCC) solution can power multichannel customer service tools without the need for large upfront capex fees while improving overall business agility and customer loyalty.

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Global Webinar featuring Jason Andersson from IDC

Customer service has always been a key issue for companies operating in competitive markets. In today’s connected world, the customer is in control. To move towards delivering omnichannel customer service for the connected customer, modernizing your contact center infrastructure is the need of the hour! View the on demand webinar and learn how to leverage contact center technology for significant long-term competitive advantage.

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On-Demand Webinar Featuring Kate Leggett, VP, Principal Analyst, Forrester Research

According to Forrester, for the first time, the phone channel has been unseated as the preferred communication channel by web self-service. Adoption of digital channels with an emphasis on self-service channels such as web and mobile is exploding as consumers expect relevant and seamless omnichannel customer service. View the on-demand webinar now and learn how to embrace the digital transformation to deliver omnichannel customer experiences.

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On-Demand Demo Webinar

Are you sending surveys to your customers to capture their feedback? For many organizations, the answer is an emphatic YES! Yet, many companies are not fully capitalizing on survey insights to build loyalty. Capturing the “voice of the customer” is actually only the first step. The real benefit comes from the business improvements made to your personnel, your processes and your technology. View the On-Demand Webinar now! Learn best practices and see firsthand how we can help you deepen customer loyalty by maximizing the effectiveness of your outbound survey program.

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An ICMI Panel Discussion Featuring Anne Palmerine from UPMC Health Plan, Analyst Sheila McGee-Smith and Chris Horne from Genesys

Providing efficient service is just scratching the surface of the modern contact center’s potential. The keys to increasing revenue, driving brand loyalty, and improving customer satisfaction are all within the millions of bits of data that pass through the contact center by way of phone calls, text messages, social posts, videos and more. Is your organization driving an omnichannel customer experience across all channels and contact types? View the On Demand Webinar now! Learn how you can deliver seamless omnichannel customer experiences.

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On-Demand Webinar Featuring Ovum

In a recent Ovum survey, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Customers may be drawn to digital channels to find information but the phone remains the prominent way to resolve complex and urgent queries. Despite the importance of the voice channel, when surveyed about their frustrations with customer service, IVR was pinpointed as the biggest issue by 43% of customers. In this on-demand webinar with Ovum, we will share best practices for creating great IVRs leveraging emerging technologies and we’ll showcase some well-designed IVRs and the impressive results these companies have achieved.   

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On-Demand Webinar Featuring Ovum

Did you know that 73% of the global population uses smartphones and sends more than 16 billion texts each day? Mobile devices have changed the game when it comes to communication patterns and options between companies and their customers. Mobility is now ubiquitous and this explosive shift has more and more consumers jettisoning their landline phones and becoming “mobile-first” (if not “mobile-only”), and businesses need to take their outbound customer engagement in the same direction or they will be left out of the conversation. Watch the webinar to hear Ovum and Genesys share key insights and best practices on how to modernize your outbound customer engagement strategy.

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On Demand Webinar

Queue-based routing is no longer sufficient to meet the expectations of digital customers and the business needs of today’s contact centers. The foundation for delivering smart customer service is adopting a data-driven approach that can be measured and optimized to personalize the customer experience and reduce effort. Register now to view the on-demand webinar! Learn how other firms have implemented an orchestrated, data-driven approach to improve customer experience and achieved huge results.

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Summertime Planning will make Your Holiday Crunch a Day at the Beach

Did you know that 30 % of shoppers have already started their holiday shopping by early October? 
Get ready for the holidays NOW! It’s the ideal time for BBQs, swim parties and to plan for all of the holiday shoppers your company will support during the selling season.  As a contact center manager you know that the budget approval and planning process is typically lengthy.  But thanks to the fast cloud deployment capabilities of Premier Edition, summer is ideal for ramping up your call center resources and training so you can offer the best customer experience in time for the holiday blitz. Watch the webinar to learn how you can modernize your call center in time for the busy shopping season.

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Today’s customers expect to receive consistent customer experiences both within each channel and as they transition between channels (web, email, social, mobile and voice). Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels can develop a significant competitive advantage, reduce customer churn and increase profit. Register now to view the on demand webinar and learn FOUR practical steps you can take to move to an omnichannel contact center. 

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A Ziff Davis Web Event Featuring Scott Kolman and Ron Stevenson from Genesys

Companies are centering their contact center efforts and technology enhancements on improving end-to-end customer journeys. By focusing on more personalized journeys rather than individual touchpoints and interactions, organizations can gain full alignment with the customer perspective through their lifecycle of business. In a recent study, McKinsey found revenues grew 10-15% with a 20% customer satisfaction increase when companies focused on journeys rather than solely looking just at interactions. In this webinar, we will discuss five ways in which you can optimize customer journeys through new capabilities, leveraging the speed and scalability of the Genesys Customer Experience Platform. 

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On Demand Webinar Featuring Economist Intelligence Unit

A recent report by the Economist Intelligence Unit, The Value of Experience: How the C-suite values customer experience in the digital age, found that companies that prioritize investment in customer experience (CX) have better revenue growth (59% vs. 40%) and are more profitable (64% vs. 47%) than companies where CX is not a priority. Historically, investment in customer experience (CX) initiatives has been hard to measure, difficult to sustain and costly to implement. This new, ground-breaking Economist Research Report finds that investment in CX is directly and positively correlated with C-level engagement and business performance. Register now to view any of the regional webinars and get the latest insights.

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A SpeechStorm and Genesys Workshop Event

The Personalization Principle is based on a very simple idea.  When it comes to IVR menus and options, one size does not fit all.  In this webinar, you will learn how using information about the customer, call context and the capacity of the contact center can transform your IVR and how putting your business in control can deliver a revolution in customer experience.  You will hear how Genesys and SpeechStorm customers have used Personalization to more than double self-service rates, massively increase call deflection and at the same time improve Net Promoter and Customer Satisfaction Scores. Join us for an hour workshop on how personalization can transform your IVR and your customers’ self-service experience with SpeechStorm and Genesys.

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Learn How this Shark Tank Winner Delivers Fresh Ingredients, Recipes and Customer Experiences with Genesys and Zendesk

Plated−winner on Shark Tank−provides customers with seamlessly consistent experiences across all channels, with integrated solutions from Genesys and Zendesk. Todd Metzker, Senior Director of Customer Experience at Plated, explains why these solutions were selected and how they help Plated deliver customized experience to their home-chefs. Watch on-demand to learn about the Plated customer service challenges before Zendesk and Genesys, the reason they chose our solutions and the results they are seeing with these solutions in place.

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On-Demand Webinar

You can no longer afford to rely on purely reactive inbound communications from customers. According to Forbes, 87% of consumers want to receive proactive communications from companies they do business with. Organizations that anticipate customer needs and keep them informed along the customer journey are able to increase satisfaction, reduce churn, and build long-term profitable customer relationships. Watch this on-demand webinar to learn the six critical pieces to build and grow your outbound communication solution! 

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Customers today engage with your company for a variety of reasons such as evaluating and buying a product, getting support or renewing a product or service. Each of these is a journey which may involve multiple interactions via email, online chat, a phone call or even social media. The biggest challenge for contact centers today is to see these omnichannel customer interactions the same way customers do – as ONE conversation. Register to view the on demand webinar and learn how to deliver omnichannel experiences that WOW your customers!

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A Ziff Davis Web Event Featuring Scott Kolman and Ron Stevenson from Genesys

Companies are centering their contact center efforts and technology enhancements on improving end-to-end customer journeys. By focusing on more personalized journeys rather than individual touchpoints and interactions, organizations can gain full alignment with the customer perspective through their lifecycle of business. In a recent study, McKinsey found revenues grew 10-15% with a 20% customer satisfaction increase when companies focused on journeys rather than solely looking just at interactions. In this webinar, we will discuss five ways in which you can optimize customer journeys through new capabilities, leveraging the speed and scalability of the Genesys Customer Experience Platform. 

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Register now for a fact-filled webinar highlighting the results of a new study from Genesys on the opportunities lost by even the top retailers in North America when they fail to act on the abandoned shopping cart. Surprisingly, 73% of the retailers surveyed failed to contact the surveyor in any way after the cart was abandoned, even after one week, and few took advantage of new tools and techniques to close the sale. Learn new techniques and best practices.

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Best Practices On-Demand Webinar

For decades now, your IVR has been greeting callers when they reach out to talk to your company. But, have you listened to it lately? The purpose of the IVR is to provide easy access to information or to enable simple transactions via self-service. Yet, the reality is, over time, many IVRs have simply been forgotten. Watch this on-demand webinar to learn best practices for building and maintaining a great IVR–and elevating your customer experiences end-to-end.

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Analyst Webinar Featuring Tony Costa from Forrester Research

Today’s perpetually connected consumer uses multiple channels and touchpoints to discover, explore, buy, and engage with companies. Call centers, mobile apps, websites, social media, stores and kiosks all play a critical role in the overall customer journey. Most companies today manage these journeys from organizational silos that are not ‘context aware’ of the customer or their journey. This results in an impersonal experience leading to dissatisfied customers and inefficient use of resources. Register to view the on demand webinar and learn more.

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For mid-sized companies, the challenge of serving people and providing better service is forcing a re-evaluation of their contact centers to improve customer experiences. While these growing enterprises are driving much of the market's innovation, they must remain nimble in how they operate, and be very responsive to customer needs. This upcoming eSeminar reveals five ways mid-size organizations can gain needed agility and examines how delivering great customer experience throughout the customer journey requires the flexibility offered by a cloud-based contact center. 

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Workshop for Genesys customers

Genesys and blackchair invite you to a workshop about new standards in operational management and the gains that are possible. This 60-minute workshop will look at a new paradigm in robust operational processes. You will hear tips from the experiences of other companies who have adopted new tools and approaches with great results. Register now!

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Best Practices On-Demand Webinar

Did you know that companies lose more than $83 billion in revenue each year due to poor Customer Experience (CX)? Marketing today is about much more than just analysis of key metrics such as ROI and CPL. What happens after the marketing campaign directly affects the ability for marketers to have future success. Marketers need to be aware of the entire customer experience and the opportunities to personalize interactions at all points of the customer lifecycle. But with the full CX in mind, where should marketers focus to help ensure campaign success? 

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30 MINUTE WEBINAR

On one hand, customer engagement is rapidly evolving under pressure from digital transformation driven by the rise of self-service channels, mobile and social media. On the other, yesterday’s contact center platforms are struggling to keep pace. While there’s nothing easy about delivering consistent and personalized customer experiences across channels, choosing the right CX Platform to design and deliver your customer engagement is a foundational success factor. Register for this 30-minute on demand webinar and learn 5 things to look for in a CX Platform.

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On-Demand Webinar and Demo

Zendesk and Genesys are industry-leading companies for customer service and contact center technology platforms. They provide seamlessly integrated, fully-cloud based solutions that allow you to increase agent productivity while simultaneously lowering costs and improving customer experiences. Watch this can't miss on-demand webinar to learn how you can build a scalable customer service center that allows you to manage business changes quickly with flexible, fully integrated cloud-based solutions. 

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On Demand Webinar with Demo

Your agents are only as good as the tools you give them. In an age where consumers go to the web and leverage self service to find what they need, only the tough questions reach your agents. Customers may be frustrated because they haven’t been able to solve their problems. This means your agents are juggling grumpy customers who expect them to know about their previous interactions. Register now to see a demo of how an omnichannel desktop can empower your agents with context across channels and complete journey history at their fingertips.

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Featuring Analyst, Melanie Turek, Vice President, Research, Enterprise Communications & Collaboration, Frost & Sullivan

Customers today expect a personalized, positive experience every time they contact a business. By integrating the contact center with an existing or new CRM system, companies can leverage customer data for inbound and outbound contact center operations, better route calls to the most appropriate agent or supervisor, deliver personalized service based on the customer’s buying history with the organization, shrink call-resolution times, and get a 360-degree view of contact center efficiency and the overall customer relationship. This can lead to more revenue opportunities, deepened loyalty, and higher customer satisfaction and net promoter scores. View the on demand webinar to get an outline for success.

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ON DEMAND WEBINAR

Does your contact center need a serious makeover to meet the customer experience requirements of today’s digital customer? If yes, how can you justify the expenditure? This webinar is designed to help Contact Center Executives, CIOs and IT decision makers build the business case for delivering the customer experience expectations of today’s savvy consumers. Register now to view the webinar recording!

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A Day In the Life of the Genesys Customer Experience Team

How do you unify routing, reporting and call recording for virtual employees around the globe supporting 11 different languages? You take it to the Cloud. Previously, the Genesys Customer Experience (CX) team; known for creating intuitive multi-channel contact center experiences for their customers, used a number of locally available point solutions supporting 8 different countries. Ensuring a consistent, high-quality customer experience was virtually impossible. Luckily the answer was right under the same roof. In order to efficiently serve customers regardless of their location, they knew it was time to shift to the Cloud. They needed a fully customizable, easy to use solution that could be deployed quickly on a global scale. Join us to learn from the Genesys CX team.

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A DestinationCRM.com Web Event Featuring Lisa Abbott from Genesys

Many companies have dabbled with customer outreach via Facebook or Twitter, but haven’t fully leveraged social media as a viable customer service channel. In this roundtable webinar, learn how to effectively leverage social media to provide fully integrated and exemplary customer service.

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Workforce Management & Empowered Employees to Deliver Great CX

Progressive companies build on the basics of employee satisfaction and engagement, and move to employee ambassadorship. Your contact center and call center workforce is on the “moment of truth” front lines and the knowledge and skills you provide them with are their greatest weapons. View this webinar, originally hosted by CustomerThink, to hear how employee ambassadorship can significantly enhance customer experience and downstream loyalty behavior.

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It’s impossible for contact center managers to monitor each and every call their agents handle. However, understanding agent behaviors and improving their skills can help drive contact center efficiencies, reduce risk and greatly improve the bottom line. Watch this can’t miss on-demand webinar to find out how Genesys Speech Analytics is providing collections organizations with the tools to reduce risk and drive successful collections efforts.

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Featuring John Jordan, Chief Customer Officer, Total Wine & More, Chad McDaniel, President, Execs in the Know, and Dave Rennyson, EVP & GM Cloud, Genesys
Total Wine & More, a fast-growing “bricks and clicks” retailer will discuss how their unrelenting focus on the “connected” customer is guiding their customer service strategy. Consumer research from Execs in the Know will also be shared, providing insight into customers’ high expectations for effortless interactions. Join us to see how Total Wine & More learned to successfully service connected customers. 

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On-Demand Webinar

The mobile channel continues to have a huge impact on the retail market. Join Genesys for a 60-minute on-demand webinar presentation from Mark Friedman, Senior Vice President and General Manager, Mobile Marketing and Jeff Cotrupe, Industry Director, Big Data & Analytics at Frost and Sullivan as they discuss how mobile innovation is changing AND improving how we engage with consumers. 

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A DestinationCRM.com Web Event Featuring Scott Kolman from Genesys

Great customer experiences must be engaging, valuable, positive, and consistent across all communication channels. While this might sound simple, there are a lot essential elements that go into creating a successful customer experience management strategy. Register for this webinar and learn how to deliver a superior customer experience by providing consistent interaction routing across all channels.

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Featuring Lori Bauer, Director of Sales Support, Efinancial

Watch this 30 minute customer case study webinar to hear how Efinancial, a leading life insurance provider, leveraged Speech Analytics to increase their revenue by over half a million dollars per year!

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Industry Expert Brian Solis Reveals Why Digital CX is Key to the Future of Business

We are witnessing the rise of a new generation of customers, the “Connected Customer”. No, it’s not just about age or other common demographics. The future is unfolding in new directions by a much larger group… those of any age who live a digital lifestyle. Whether someone is 50 years old or 15, mobile and social technologies have changed us. As customers, today we are more informed, more connected and more empowered in real-time. Hear Brian Solis, a digital analyst and futurist, identify the gaps and close the loop in digital transformation. 

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A recent North American survey by Frost & Sullivan found that 90% of contact center organizations plan to use a hosted or Cloud solution by 2016. What is your organization doing to stay competitive? The use of social media and mobile devices continuing to grow, with roughly half of contact centers in the Cloud are already targeting those applications as a normal component of daily commerce, according to Frost & Sullivan. Attend this webinar to learn more about the challenges and opportunities in utilizing a Contact Center in the Cloud for effective market introductions of new products and services.

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Consumers today want more information from the companies they trust and they have an expectation of receiving these communications in a personalized manner over their preferred channels at the right time.  The need to increase customer loyalty and retain customers while controlling costs is vital to your organization’s success. But how can you do all that?  Find out more by registering for this can’t-miss webinar!

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IVR has been around since the mid-80's greeting callers and offloading the contact center, and allowing customers to self-serve 24 hours a day. In many cases it has done such a great job that it has been developed and forgotten, not reaching its true potential amidst a growing sea of alternative customer interaction channels. This neglect comes at a price. Frost & Sullivan helps us evaluate the value of keeping your IVR relevant and ready to exceed customer expectations.

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Today, customers expect the agent who answers their call to know they've already sent an email and engaged in web chat. Is your contact centrer infrastructure flexible enough to deliver an omnichannel customer experience? While it may be formidable to think about updating the foundation of your contact center, it could prove even more difficult to force-fit emerging requirements into an aging infrastructure. This webinar will outline logical next steps to building a modern, future-ready contact center.

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Achieve Greatness with a Cloud Contact Center

Get the wow factor! During this webinar, we’ll show you how to exceed the expectations of your top customers and stay ahead of your competition. If you had an unlimited budget, providing exceptional customer experiences would be a snap, right? Unfortunately, that’s not the reality for most organizations. So how do you provide amazing customer experiences while also reducing operational costs? Are the top 20% of your customers receiving the highest quality service? Come learn how.

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ON DEMAND WEBINAR

Customer Service Journeys most often start online and many of these interactions wind up in the contact center. Moreover, customers today use multiple digital channels, devices and sessions during the course of their overall journey. The biggest challenge for contact centers is to see digital interactions the same way customers do – as one omnichannel conversation. Register to view this on demand webinar to learn best practices for designing a consistent omnichannel customer journey.

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CEB TowerGroup Webinar Featuring Nicole Strugill, Research Director

CEB TowerGroup Research says all customers use up to six channels to access financial products and services. And because channel management is typically siloed, those customers experience inconsistencies in the service and communications from their financial institution. This gap in service is especially pronounced in the digital channels where 73% of customers indicate that resolution to their service issues is ineffective. Attend this webinar to learn best practices on leveraging digital channels in the customer journey.

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With over 74% of customers using three or more channels to communicate with your company, the urgency for a modernized Workforce Optimization strategy is real. Watch this on-demand webinar to learn the top ten modernization opportunities for contact center workforce optimization to keep ahead of the curve and continue delivering excellent customer experiences.

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ICMI Webinar Featuring Principal Analyst Sheila McGee-Smith

You’re caught in the cross hairs. Your CEO is talking non-stop about the importance of customer retention and acquisition, and of containing costs while growing the business. At the same time, consumer expectations are rising at exponential rates – customers expect immediate access to an expert who knows all about them and can immediately satisfy their needs. Is your contact center poised to meet these diverse expectations? Or are antiquated solutions making you feel vulnerable?  Regsiter for this webinar that will outline 5 steps you can take to modernize your contact center and have confidence in your center’s ability to meet today’s demands and tomorrow’s challenges.

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We’re all painfully aware that both customer expectations and technology are evolving fast. Customer contact routing strategies that were the norm three years ago maybe costing you today, in terms of operational efficiency, Net Promoter Scores and revenue. To efficiently deliver exceptional customer experiences, you have to  continuously optimize your customer interaction processes and the supporting technology. Register for this webinar and learn how to benchmark your contact center routing against industry best practices.

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Featuring Melanie Turek, VP of Research for Enterprise Communications & Collaboration at Frost & Sullivan

Mid-size organizations can look like their larger counterparts–and deliver an exceptional customer experience–with the right technology in hand. In North America, the cloud-based mid-size contact center, which Frost & Sullivan generally defines as between 100-499 seats, has been growing at a rapid rate; well over half of all respondents in a recent Frost & Sullivan survey said that they are either currently using a cloud-based solution or plan to do so in the next 18 months. Learn what is driving contact center modernization in the Cloud, and we’ll show you the key advantages for mid-sized organizations.

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Collecting payments and outstanding debt is an ongoing challenge. Businesses engaged in first-party or third-party collections are continually seeking ways to reduce the cost to collect

This Genesys on-demand webinar includes and overview of the compliance landscape including TCPA, CFPB and FDCPA.

  • Requirements and restrictions for making collections outreach.
  • Best practices in obtaining consent for debt collection communications.
  • Finally, an introduction to the Genesys Compliance Rules Builder for governing outbound communications across Outbound IVR, dialer, text, and email channels.

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Featuring Nancy Jamison, Principal Analyst of Customer Contact from Frost & Sullivan

Today’s savvy consumers aren’t impressed with typical customer service interactions. From social media to live chat, they demand superior communication in the channel, manner and time that is convenient to them. Creating great experiences means delivering strong customer interactions anytime, anywhere and leveraging the cloud allows businesses to be agile, consistent and always-on. Join Frost & Sullivan and Genesys for an hour of valuable contact center and customer experience best practice must-haves. 

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Genesys, a global multi-channel customer experience leader, as we dive into the must-have personalization requirements in today’s competitive mobile marketing landscape that put your mobile strategies ahead of the competition. Watch this on-demand webinar to learn more!

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Let’s face it, consumers don’t like IVRs. According to a JD Power & Associates study, the IVR accounts for an astounding 27% of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience than their live agent experience. 

Join Genesys and TMCnet to learn how to construct an IVR that your customers will rave about!

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Website, in-store, email, social…you’ve think you’ve got your bases covered for an omni-channel marketing strategy. But are you taking advantage of everything that the mobile phone offers in the way of a personalization and marketing channel?  Omnichannel success is all about ensuring that data and context from initial contact carries over to subsequent channels — reducing customer effort, improving the customer interaction, and enabling your business to tailor the customer journey. Watch this on-demand presentation to lean more!

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Webinar and LIVE DEMO. Featuring Steven Larsen from Zendesk

Genesys has partnered with Zendesk to integrate its Premier Edition Cloud Contact Center solution with the Zendesk platform. The Genesys - Zendesk integration can help you deliver a sophisticated, multi-channel contact center for up to 250 agents while creating a ‘Zen-like’ experience for your users. Register now to see a LIVE DEMO of the Genesys - Zendesk integration.

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Want to see your costs drop and your service levels surge? Take a few moments out of your busy day to join this informational webinar and find out how other businesses are leveraging workforce management (WFM) solutions to strengthen their cross-channel customer care strategies!

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A DestinationCRM.com Webcast featuring Scott Kolman from Genesys

As contact centers unify their communication channels, they become more competent in their customers’ eyes. This naturally engenders trust in these organizations. Conversely, contact centers that don’t offer unified interactions will appear less competent. And, over time, they will lose customer trust. Don't let antiquated technology destroy the trust your organization has worked so hard to build. Register for this educational webcast and start making it easier for customers to interact with your organization.

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This webinar will be provided in French

Meeting your customers where they are and offering multiple communication channels is a great start towards delivering great customer experiences. It is critical to look at a cross-channel strategy for customer experience that looks at the ways customers use digital and voice channels in the course of all touch points in a single journey. Register now and get started on delivering a cross-channel customer experience.

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Analyst Webinar Featuring Sheryl Kingstone from the 451 Research Mobility Team

Research shows that most of consumers’ time on a mobile phone (60% in the US) is spent interacting with applications. Mobile customer engagement is a huge opportunity for businesses. The more relevant companies can make themselves to customers, the better chance they have to cultivate relationships and grow sales. Learn the 3 game changers of Mobile Customer Engagement that will lead to better Customer Experience and improved loyalty.

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The most important resource in your contact center is your agents; they are also your most expensive!  Agents who forget to state the mini-Miranda or say that the calls they handle are being recorded increase your organizations exposure to compliance litigation.  Using speech analytics as a compliance tool also drives agent productivity and collections performance as well.  Join this webinar to learn how speech analytics for collections helps combat these issues, as well as drive better, more predictable agent workflows and increase collections. 

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This webinar and demo will be provided in French.

Organizations are impacting the customer experience beyond the call center – by proactively engaging customers through various channels – including the web. Learn how the Genesys Proactive Engagement solution can make your website proactive communications channel – providing an effective and seamless customer experience.

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What are the Top Five Considerations When Choosing Your Contact Center Solution

Forrester Research notes that 60% of CX professionals surveyed are committed to differentiating or distinguishing their organizations from competitors on the basis of customer experience. Organizations looking to modernize and differentiate their contact centers have three major deployment options to consider when introducing new capabilities: on-premises, in the Cloud, or a hybrid solution. Join us and we’ll take you through the top five considerations so you can choose the right deployment model for your contact center.

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In the highly competitive retail market, businesses who engage with consumers effectively through self service can get an edge on their competition. But that means the opposite is true too: businesses who fail to provide great consumer experiences – particularly in the 24x7x365 self serve world that consumers are demanding today – can quickly lose ground to their competitors. In this webinar Genesys will illuminate the top 5 pitfalls retailers MUST avoid in order to ensure their self-service IVR system is optimized to simultaneously increase customer loyalty and gain market share. 

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Hear the Michigan Office of Child Support Success Story

Organizations that understand and manage the customer experience journey outperform those that manage the customer experience in business silos. Customers feel more valued while your organization benefits from better efficiencies through high rates of first contact resolution (FCR). Learn how State of Michigan Office of Child Support (OCS) was able to increase productivity and FCR resulting in happier and more satisfied employees and customers.

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The great challenge for collections today is how to be best-in-class in four critical phases of technology: Automation: Focus your agents on the right accounts. Compliance: Simplify meeting TCPA, CFPB and FDCPA requirements for compliant contact strategies across predictive dialer, outbound IVR, email, and text messaging. Speech & Data Analytics: Improve your agent productivity with new “Speech-to-Phrase” technology while simplifying risk mitigation. Channel Blending: Maximize agent productivity by delivering predictive, preview, manual, & inbound to the same agent.

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Learn How to Outmaneuver Your Competition

Customer acquisition is a competitive game and acquiring new customers while keeping existing ones loyal requires smart use of resources. Competition for leads, especially high value leads is extremely fierce. Speed to lead and prioritization of all customer requests should be considered in maximizing revenue. Doing this effectively is hard with siloed delivery and customer-care processes. Unifying these silos for best in class customer acquisition, ties into a broader vision of the customer journey making sure that leads become and stay loyal customers. 

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Is your organization using traditional manual, labor-intensive methods to review your customer interactions? Learn how Speech Analytics can optimize your workforce performance and customer experience by automatically evaluating 100% of conversations.

This webinar and demo will be provided in French.

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Webinar With DEMO

The immense volume of social media interactions continues to grow daily. Despite best efforts to monitor and service customers, the noise level gets in the way, and often results in missing key opportunities for you to engage with customers. Getting caught in this social blind spot can result in greater churn and decreased customer loyalty, especially when you use social media for customer service. Register now for this webinar with a LIVE DEMO of Genesys Social Analytics.

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Featuring Irwin Lazar & Lisa Durant from Nemertes Research

The contact center landscape is changing. Analytics tools are becoming more commonplace, and workforce optimization tools that support multi-channel routing and distribution are becoming more pervasive. Register now for a webinar featuring Nemertes Research for actionable recommendations for workforce optimization, improving the customer experience and measuring contact center success.

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Webinar with LIVE DEMO. Featuring Steven Larsen from Zendesk

Genesys recently partnered with Zendesk to integrate its Premier Edition Cloud Contact Center solution with the Zendesk platform.  The Genesys - Zendesk integration can help you deliver a sophisticated, multi-channel contact center for up to 250 agents while creating a ‘Zen-like’ experience for its users. Register now to see a LIVE DEMO of the Genesys - Zendesk integration.

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Analyst Webinar Featuring Donna Fluss, President, DMG Consulting

The benefits of using seamlessly integrated contact center infrastructure (ACD and dialer) and a Workforce Optimization suite are tangible. Register now to gain actionable insights from Donna Fluss, president of DMG consulting, and learn about the potential synergies and benefits when combining WFO and contact center routing from one vendor.

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Analyst Webinar: Featuring Analyst Art Schoeller of Forrester Research, Inc.

86% of consumers quit doing business with a company because of a bad customer experience (Source: Harris Interactive) Today’s customer is highly mobile and has serious time constraints. As a result, it’s your job to handle customers quickly, efficiently and accurately, regardless of whether they choose to interact with you via phone, social media, email, fax or text. A Genesys cloud-based contact center helps you respond rapidly and appropriately to your customer requests, through any channel. We’ll help you differentiate your brand with new channels and innovative customer conversations.

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In a day and age where the contact center landscape is changing at a rapid pace, it has become increasingly clear that it is all about enhancing the customer experience by being at the center of every customer interaction. From multi-channel, to omni-channel, mobile customer engagement and proactive care, each of these trends are an essential part of your cloud contact center strategy and are now required to cater to the informed and tech-savvy customer.

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Voice is still the primary channel of choice for customer service, but in today's increasingly competitive marketplace, a company's voice application (IVR) can become an important source of competitive advantage. Building a cloud-based voice application leads to lower costs, faster upgrades, higher ROI, more efficient agents, and ultimately more satisfied customers.

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There is no doubt that customers today are more empowered than ever before. With a wealth of information on company products and services that can be accessed through a myriad of technology tools and channels, it has become extremely evident that the top challenge businesses face in their customer engagement programs is the ability to address the rapidly changing needs of empowered customers.

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Imagine this:  A global team of specialists with unmatched expertise in Customer Experience and Workforce Optimization technology and best practices all working for you without increasing your organization’s headcount. How can you leverage their knowledge to deliver on-demand managed services for workforce management, speech analytics and planning? Register now to learn how Genesys Guru helps you extract even more value out of your Genesys investments, while you focus on delivering Great CX!

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What Are the Key Considerations When Moving to the Cloud?

During the past several years, cloud-based contact centers have experienced rapid growth. By some estimates, nearly half of all contact center seats will be in the cloud by 2018. A new report from IDC forecasts that, in the United States, spending on on-demand (cloud) contact center services was $733.3 million in 2013 and is poised to increase at a compound annual growth rate of 17.5% to $1.6 billion in 2018. This webcast will discuss the factors driving adoption of cloud technologies and what considerations should be examined when evaluating different on-demand and on-premises solutions.

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CX Thought Leader Forum produced by CustomerThink

For today’s digitally empowered customers, navigating multiple channels often adds up to a very frustrating experience. To make matters worse, large enterprises can waste millions of dollars in unnecessary service calls to deal with poor multi-channel, multi-touchpoint experiences. Join author of The Customer-Centric Blueprint: Building and Leading the 21st Century Organization, Doug Leather and Genesys VP of Marketing Scott Kolman and learn how customer journey orchestration can save money, make money and build loyalty with great customer experiences

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Analyst Webinar Featuring Jason Andersson from IDC

Customer experience is in a state of transition due to the rapid increase in the use of new technology platforms such as mobile devices, apps and social media. The key to successful use of these technologies lies in mapping your customers’ journey to deliver an effortless multichannel customer experience. Register for this webinar to learn best practices for integrating customer channels and touch points and to hear how leading companies are innovating customer experiences to reduce costs, increase customer retention and increase sales.

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In today’s changing customer experience landscape, the most successful contact centers use key performance indicators (KPIs) that help provide visibility into the customer experience, satisfaction, quality, agent satisfaction, as well as productivity. Without proper KPIs in place to build the best cloud contact center for optimal performance, brands will not have a strategic advantage to successfully manage their contact center from the beginning.

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An ICMI Webinar featuring Blair Pleasant, Principal Analyst, COMMfusion and Lisa Abbott, Director of Product Marketing, Genesys

Who should “own” social media?  The marketing department, or customer service? It’s a widely debated topic, but it’s becoming quite evident that the contact center needs a seat at the table. Whether you’re just considering implementing social support in your contact center, or you’ve been doing it successfully for years, you don’t want to miss this webinar. Join Blair Pleasant, Principal Analyst at COMMfusion and Lisa Abbott, Director of Product Marketing at Genesys as they guide you through the latest and greatest developments in social media customer service. 

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Featuring Don Peppers, Founder, Peppers & Rogers

Join customer strategy visionary and acclaimed author Don Peppers and Genesys CMO Reed Henry as they talk about the changing power of customer relationships and the importance of delivering relevant, valuable and trusted customer experiences in today’s digital world. They’ll take an in-depth look at how successful organizations are escaping their past, discuss why customer experience has finally come of age and make key predictions about the future.

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Would your back office benefit from improving the number of tasks handled per day by over 50%?1 Back Office efficiency impacts customer responsiveness, requests are handled faster and more accurately aligning with customer expectations and loyalty drivers. Genesys offers integrated technologies which can be critical in optimizing your back office workforce, helping to meet SLAs and improving customer satisfaction. Genesys customers like Sasktel typically increase back office staff occupancy by 10%, with a 15% reduction in full time employee costs. 
1F&S 2013 Global WLM Technology Innovation Award

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Do you want to evolve your contact center from a “service organization” to a “revenue generating machine”? But how do you achieve this cultural shift without increasing the total cost of operations? Register now to discover how Speech & Text Analytics capabilities coupled with a streamlined Workforce Optimization (WFO) solution can boost your ability to generate revenue in the contact center. During this webinar, you will learn how Continuous WFO will help you deliver on your ambitious revenue goals.

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Featuring Kate Leggett from Forrester Research

In today’s global competitive marketplace, companies are struggling to differentiate their brand. One proven strategy that your company can invest in is improving the customer experience. The adoption of new technologies such as speech analytics and WebRTC can improve the customer experience to help your organization gain competitive advantage, meet compliance requirements and increase revenue in 2014 and beyond.

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Analyst Webinar Featuring Jason Andersson from IDC

Featuring Analyst: Melanie Turek, Vice President, Research, Enterprise Communications & Collaboration, Frost & Sullivan
Today, the last interaction a customer had with your company defines your brand for them. Disconnected channels, each an island of engagement, erode brand experience. Frost & Sullivan research shows that to succeed in their efforts, companies must prioritize key strategies, consider operational needs, and deploy enabling technologies that will help deliver a seamless multi-channel customer experience. Don’t lose the battle—learn how to win in the age of customer experience.

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At a time when financial institutions are under increasing pressure to drive profits and win back customers, banking decision makers need a guaranteed way to improve the overall customer experience and improve bottom line results. Today, many retail banking organizations are moving to cloud-based technology solutions to help drive down operational and IT costs without compromising the experience for your customers.

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See a LIVE DEMO of Genesys Premier Edition Cloud Contact Center, ideal for contact centers up to 250 agents. It utilizes the award-winning Genesys Customer Experience Platform for routing calls to the right agent the first time, available to you from the cloud. Genesys Premier Edition Cloud Contact Center allows you to create the ideal customer experience, balancing between self-service options and agent assisted service. Register NOW. Discover how easy it is to set up and configure a cloud contact center in minutes.

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What are 99% of your customers hiding from you? What are they saying and what are your agents communicating back? In today’s market, it is crucial that each brand understands its customers’ conversations in detail not only to ensure quality but to create the perfect customer journey. Register now for this webinar and learn how iconic companies are using cloud-based Speech Analytics solutions to drive their customer experience strategy.

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Analyst Webinar
Leading research shows clear links between great customer experiences and better business results, including improved profits, increased revenue, greater loyalty and positive word of mouth. Join author and renowned customer experience expert Dr. Natalie Petouhoff as she discusses how you can focus on the end to end customer journey and unlock the full business value of great customer experiences.

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Best Practice Webinar
Meeting your customers where they are and offering multiple communication channels is a great start towards delivering great customer experiences. It is critical to look at a cross-channel strategy for customer experience that looks at the ways customers use digital and voice channels in the course of all touch points in a single journey. Register now for this 30-minute webinar and get started on delivering a cross-channel customer experience.

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First contact resolution (FCR) is often seen as the “Holy Grail” in customer service. However, finding the right available agent versus the first available agent encompasses more than just introducing a new metric and tracking its performance. Through proven best practices, speech analytics and Workforce Optimization capabilities, you will learn to find the right balance while building customer loyalty through increased FCR.

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High customer effort. Disconnected digital channels. Siloed departments and lines of business. Delivering consistent and personalized customer experiences across the end to end customer journey requires a company-wide approach and a common technology platform. Register Now for this webinar, and we'll show you how to unleash the power of customer experience by leveraging the latest best practices and technology.

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Business continuity is not optional, the Cloud ensures your services continue through interruptions like IT system crashes, natural disasters, power failures, network carrier service disruptions, lack of available critical applications, and more. With millions of dollars in revenue and customer satisfaction rates at stake, your contact center must be a key part of disaster recovery plan and business continuity strategy. Learn how to keep your business up and running and your customers confident and loyal.

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Integrating technologies such as speech analytics, WebRTC, co-browsing and proactive web engagement in 2014 can take your customer experience to the next level and help your organization gain a competitive advantage. Register Now to understand how you can implement these technologies in your Contact Center.

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Leading industry analysts estimate that by year-end 2015, 30% of organizations with over 300 agents will adopt an integrated approach to Workforce Optimization—this includes your competition. Are you prepared? Register now for this webinar to learn how to reach contact center operational excellence by managing expenditures while fostering good customer experiences with a comprehensive Workforce Optimization solution.

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Despite the enormous investment in back office systems to drive essential work flows such as CRM, ERP and BPM systems, companies still experience tremendous inefficiencies like cherry picking, working to average time versus actual time, misalignment of key resources, and higher turnover. Don’t miss the opportunity to learn the top 5 plays that will help you improve Back Office productivity in 2014.

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