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Improve contact center agent performance

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Build a more effective contact center team

Increasing agent performance increases sales, and it’s critical to running your contact center more efficiently and meeting daily, monthly and quarterly goals. Improvement starts with visibility into every interaction and the analytics to get valuable, actionable insights. It is also important to reduce the time to resolution and improve collaboration among your team. Training also increases performance, allowing individual agents to serve a wider range of customers and efficiently deliver a great experience for every interaction.

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Collaboration tools

Unified Communications

Unified Communications

Unite your team and create a more effective workforce

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RCB transforms agent performance for greater customer engagement and three-times higher revenues.

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Collaborate across teams for greater productivity

Improve your team’s effectiveness with collaboration tools that let them share ideas and get things done more easily. With instant, real-time collaboration, your agents can better serve customers, quickly resolve issues and interact with extended team members. Collaboration also simplifies working across the locations and time zones. When you improve your team’s communication, you also improve problem solving, skill development and sharing successes.

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Serve your customers better with quality insights

Serve your customers better with quality insights

The ability to record calls and screens from all customer interactions can be a game changer when you want to gain deeper insights into customer behavior and team performance. Use Genesys interaction analytics to automate the process of listening to conversations and analyzing them to better understand interactions. The result is insights into trends, issues and performance that can be used to improve the quality of your customer engagements, make better decisions and increase the effectiveness of your agents.

Touring Club Suisse boosts agent performance by 40 minutes per day.

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Turn every agent into a top performer

True performance management involves understanding the skills, knowledge and other attributes that make your top performers so successful. With this, you have a blueprint for increasing the skills, knowledge and other attributes of all your agents. Use all available performance data to tell you, by role, what great performance looks like and identify the gaps for each employee. You have the insights necessary to provide individualized coaching and training and improve performance across your team.

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Deliver omnichannel customer journeys

Raising Net Promoter Score

Increase sales conversions

Increasing Sales Conversions

Moving to the cloud

Moving to the Cloud

Cloud and on premise solutions

Migrating from a Legacy System

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About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.

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