Keep up to date with the latest advances in contact center and customer experience

Tip Sheet

Building the business case to replace your call center ACD

Article

Beyond Millennials: How Banks Can Prepare For The New Consumer

Article

Why Employee Engagement Is Key To Winning Superior Customer Experience

Article

How Financial Institutions Are Using Artificial Intelligence to Change The Face Of Customer Experience

EBook

Turn your retail contact center into a revenue generator: Five trends you need to know

Research Report

Six steps to take right now if you’re thinking about upgrading your retail contact center

EBook

Five reasons tomorrow’s customer won’t be shopping with today’s retailer

EBook

3 reasons you need to build an ecosystem for customer service, not a fragile “frankenstack”

Industry Report

Genesys named a leader in the Forrester Wave™ cloud contact centers

Industry Report

Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry

Industry Report

Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries

Industry Report

Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries

Executive Brief

Predictive routing in action

Research Report

G2 Crowd Report for Contact Center Infrastructure | Summer 2018

Industry Report

Gartner Customer Experience and Relationship Management Software Worldwide Analysis

EBook

How to become a customer experience champion

Industry Report

ContactBabel CX Decision-Makers Guide 2018

EBook

Millennials in your workforce

Research Report

IDC White Paper: Cloud-Based Applications to Transform Customer Service

Research Report

Drive Marketing and CX Convergence With Modern Technology Solutions

Research Report

Critical Capabilities for Contact Center Infrastructure, Worldwide

White Paper

Artificial intelligence: Friend or foe of customer service?

Research Report

Genesys State of Customer Experience research

Tip Sheet

Six tips to future-proof your small or mid-sized business

Research Report

Customer Service Reboot: The Rise Of The Gig Economy – Forrester Research

EBook

Three reasons to move from Avaya to Genesys Self-Service

Executive Brief

Move beyond random interactions to thoughtfully designed customer journeys

Research Report

Forrester Research: Five Methods for Measuring Call Deflection From Experiences That Begin With Digital

White Paper

Demystifying AI: Creating an AI partnership that maximizes business results

EBook

Not All Customer Experience Platforms Are Created Equal

Research Report

Magic Quadrant for CCI – Worldwide

EBook

The best way forward for large Avaya contact centers

EBook

Recognize the warning signs of an unhealthy PBX relationship

Research Report

GovLoop, Genesys and GDIT: A Digital Revolution in Government CX

Research Report

GovLoop and Genesys – How customer experience is impacted by employee engagement

Research Report

Forrester TEI Spotlight: Organizations Moving from On-Premise Solutions

Research Report

Forrester Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

Industry Report

GovLoop and Genesys: Making a Case for the Customer Experience in Government

White Paper

Altocloud White Paper: Analyzing and Shaping Customer Journeys

Research Report

Frost & Sullivan recognizes Genesys with 2018 NA Contact Center Company of the Year Award

Research Report

Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

White Paper

Enriching Your Customer Experience with Proactive Customer Communications

EBook

5 Critical Requirements for Customer Experience in an Ultra-Connected Era

EBook

Connecting Customer Journeys: An Executive Q&A Featuring Emirates Airline

EBook

Best Practices For A Seamless Omnichannel Customer Experience

EBook

Journey Mapping: An Outside-in Approach to Delivering Great CX

White Paper

Empower Your Contact Center Agents with an Omnichannel Desktop

White Paper

Planning and Managing Your Omnichannel Workforce

Tip Sheet

Building the Business Case for an Omnichannel Contact Center

Tip Sheet

Best Practices for Contact Center Routing

EBook

The Contact Center Manager’s Survival Guide to Omnichannel Customer Service

White Paper

Human Factors in Business Process Automation

White Paper

Should You Update or Abandon Your Call Center ACD?

EBook

The Outbound Engagement Playbook—Proactive Communications

Research Report

The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

EBook

The Essential Guide to Contact Center Modernization

Tip Sheet

Four Steps to Make Customers Love Your Contact Center

EBook

7 Steps for Delivering Next-Generation Digital Customer Service

Executive Brief

Technology Roadmap for Omnichannel Customer Engagement

Executive Brief

Make Contact Center Card Payments Secure and Easy to Manage

Executive Brief

How the Intelligent Automation and the Genesys Voice Platform Work Together

White Paper

Rethink Queue-Based Routing In a Digital-First World

EBook

How An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service

Executive Brief

Five Ways to Improve Outbound Engagement and Customer Experience–Mobile

Tip Sheet

Five Ways to Keep Customer Data Secure with a PCI DSS-Compliant Contact Center

EBook

The Healthcare Provider’s Guide to Omnichannel Customer Experience

EBook

The Healthcare Provider’s Guide to Resource Management

EBook

The Healthcare Provider’s Guide to Revenue and Compliance Management

EBook

The Omnichannel Customer Engagement Playbook

EBook

Business Optimization with Genesys Enterprise Workload Management

Tip Sheet

Tips for Evaluating and Choosing the Right Contact Center Solution in the Cloud

Executive Brief

Four Reasons to Consider Genesys Interaction Recording

White Paper

Roadmap for Omnichannel Customer Engagement

EBook

Contact Center Economics and the Cloud: Move to the Cloud with Confidence

EBook

Ten Considerations for Moving Your Contact Center to the Cloud

EBook

Three Steps to Humanizing Today’s Omnichannel Shopping Experience eBook

EBook

Contact Center Employee Engagement Playbook

White Paper

Forrester Thought Leadership Paper: The Case For Omnichannel Self-Service

EBook

Busting the Top 10 Myths of Omnichannel Customer Engagement

EBook

Optimize Customer Engagement with a Cloud Contact Center

Research Report

The Inner Circle Guide to Omnichannel Customer Contact

Executive Brief

Personalized IVR for Improved Customer Experience

Research Report

Increase Customer Service Agility with Cloud Contact Centers

How Omnichannel Routing Enables Seamless Customer Experience

Research Report

The Total Cost of Ownership of Cloud- and Premise-Based Contact Center Platforms

EBook

5 Tech Trends Redefining the Customer Experience

EBook

Are You Delivering an Exceptional Customer Experience?

EBook

Omnichannel Is No Longer Optional

White Paper

PureCloud Competitive Advantages

EBook

Keeping Pace With The Modern Customer

EBook

Engage With Customers in an Ultra-Connected Era

Research Report

Plan Now for Customer Service in 2021

Executive Brief

Five Ways True Omnichannel Routing Can Improve Your Customer Experience

Research Report

2017 Gartner Report Critical Capabilities for Contact Center Infrastructure, Worldwide

EBook

The Guide to Omnichannel Customer Engagement

EBook

Solving the Contact Center Desktop Disaster

Research Report

Frost & Sullivan 2016 North American Cloud Contact Center Visionary Innovation Leadership Award

White Paper

Defining and Using Asynchronous Messaging

Research Report

Next Generation CRM: Moving From A System Of Record To A System Of Engagement

EBook

Not All Cloud Contact Center Platforms Are Created Equal

Practical Guide

Genesys Intelligent Automation Microapps Catalogue

Executive Brief

Ten Reasons To Choose PureCloud by Genesys

Research Report

2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Research Report

How to be a Customer Experience Leader – Getting to Iconic

White Paper

Strategic Planning Must be More Than an Annual Exercise

White Paper

Omnichannel Contact Center – a Powerful Tool to Increase Sales that Greek Internet Shops Still Igno

Research Report

2017 Gartner Report Tackle Technological, Organizational and People Barriers

White Paper

Abandoned Shopping Basket Survey White paper Romania

Research Report

Gartner Magic Quadrant for Contact Center as a Service, North America

Industry Report

The US Contact Center Decision-Makers’ Guide 2017: The Virtual Contact Centers & Homeworking Chapter

Video

Welcome to PureCloud for Salesforce

Executive Brief

7 Steps to Omnichannel Self-Service: Make it Personal

EBook

Blended AI for Customer Experience

Research Report

Alternative Channels for Engaging Customers of the Future

EBook

The truth about cloud in small contact centers

Research Report

Break Through AI Misconceptions

Research Report

Artificial Intelligence with the Human Touch

Research Report

Genesys PureCloud Makes Omnichannel Accessible

Industry Report

Discover the advantage of true omnichannel routing

White Paper

Customer Engagement is Ripe for Change

White Paper

Frost & Sullivan White Paper: Update Your Contact Center Today or Risk Losing Business Tomorrow

White Paper

The ContactBabel Inner Circle Guide to Multichannel Workforce Optimization

EBook

Genesys PureCloud for a Seamless and Consistent Omnichannel Experience

Research Report

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18

White Paper

The Omnichannel Chapter

Video

See How PureCloud Makes Customer Relationships Simple

White Paper

Architecture spotlight: Three considerations when choosing cloud for your contact center

Research Report

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications

Research Report

Forrester TEI Spotlight: Greenfield Deployments And Small Businesses

Research Report

Forrester TEI Spotlight: Organizations Moving from Less Advanced Cloud Platforms

Research Report

Genesys Named a Leader in TWO Forrester Waves™

Research Report

The Total Economic Impact™ Of Genesys PureCloud

Industry Report

Voice as the New Digital Channel: Achieving Holistic Engagement Across the Business

Executive Brief

Mitigate Avaya risk and future-proof your customer experience