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Executive Brief

Future-proof your customer experience and mitigate the risks of outdated contact center technology

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Executive Brief

Genesys prescriptive migration: The art of simplified migration with proven ROI

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Research Report

2018 Gartner Magic Quadrant for CCaaS NA

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Article

Beyond Millennials: How Banks Can Prepare For The New Consumer

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Executive Brief

AI-powered automation: Essential tips for using voicebots and chatbots

Executive BriefAI-powered automation: Essential tips for using voicebots and chatbots [cutoff co_thick="2px"]As the first step in artificial intelligence (AI) automation, voicebots and chatbots can quickly improve operational efficiency and deliver great customer experience. This brief gives you the basics of using bots, including best practices from real-world implementations and long-term considerations like:Choosing the best use case before you look at KPIs Understanding how a single bot affects overall customer experience Using pre-built apps to accelerate the bot-creation process[mktoform cta_header="Get the brief" form_p_target="custom" ar_status="dynamic" url="https://www.genesys.com/campaign/ai-powered-automation-essential-tips-for-using-voicebots-and-chatbots-thank-you" cid_id="7011T000001kmaB"]

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Brochure

Summer Innovations Guide 2019: PureCloud

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Brochure

Summer Innovations Guide 2019: PureEngage

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Brochure

Summer Innovations Guide 2019: PureConnect

Illuminate your path to success

Brochure

Illuminate your path to success

Genesys cloud security data sheet

Datasheet

Genesys Cloud security

Nemertes bva

Industry Report

Nemertes Business Value Analysis

NemertesBusiness Value AnalysisGenesys Customer Experience Technology [cutoff co_thick="2px"]Choosing to adopt new customer experience technology is a big decision. To ensure a company’s long-term success, however, selecting the right technology vendor is equally important.Nemertes Research conducted this in-depth, global assessment of the business, technical and financial results experienced by ten customers who chose to adopt some form of Genesys customer experience technology. The culmination of over six months of interviews with business and IT leaders, validation of individual results, and assessment of overall trends, this study delivers:Key insights behind which Genesys solution each company chose and why – as well as the results they’ve seen since migrating. What deployment model companies of various sizes are choosing – from 70 agents all the way up to 11,000 -- and how that decision has impacted things like agent productivity, IT resource requirements and overall business agility. Individual business outcomes based on industry type, company size and varying geographic needs. Common trends observed across the various customer sizes, types, deployment models and industries.[mktoform cta_header="Get the report" cta_button="Download" ar_status="default" cid_id="7010d000001GdGaAAK"]

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Executive Brief

Move your contact center to the cloud with confidence

Executive Brief:[this_page_title]Unmatched agility, scalability and innovation for Genesys on-premises customers [cutoff co_thick="2px"]Customers want to connect with companies in new ways, via the channel of their choice — including new channels that on-premises systems simply weren’t built to handle. Bringing your current Genesys solution to the cloud offers the business agility to scale up or down easily as business needs change, to meet seasonal demands or as your company grows. And through ongoing software updates, you’ll always be using the most current version — with access to the latest Genesys innovations.The proven and prescriptive Genesys migration methodology makes your move to the cloud simple and straightforward. Your path to the cloud includes these simple steps:See what it looks like to exceed business and customer expectations Take advantage of proven Genesys use cases Migrate with confidence, and let us do all the work Achieve your desired business outcomes[mktoform cta_header="Get the executive brief" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001Gd2iAAC" url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you" ar_url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you"]

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Video

Introducing Genesys Cloud

Video OverviewIntroducing Genesys Cloud [cutoff co_thick="2px"]Moving your contact center to the Genesys Cloud offers a wide variety of benefits, including economy of scale, continuous deployment and faster innovation. Watch our video to understand:Why cloud is quickly becoming the standard for most industries What differentiates the 3 Genesys Cloud solutions How Genesys integrates with your existing solutionsWhile moving to the cloud can sound challenging, we can help determine if this is the right move for your business.[mktoform cta_header="Watch the Video" cta_button="Watch Now" ar_status="default" cid_id="7010d000001Gcg3AAC"]

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Checklist

The essential checklist for Genesys on-premises customers moving to the cloud

Checklist:[this_page_title] [cutoff co_thick="2px"]To meet rising customer expectations and manage existing contact center operations, you need the right solutions, infrastructure and provider in place. On-premises systems aren’t always the most efficient way to achieve your goals and outcomes.The best path forward is moving to a cloud solution that ensures you always have the latest technology. Plan your journey with this comprehensive migration checklist that includes insights for:Identifying your business goals and outcomes Evaluating deployment options Understanding your technology needs and priorities[mktoform cta_header="Get the checklist" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"]

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Datasheet

Not all cloud contact center vendors can deliver true omnichannel service

[this_page_title]Weigh the pros and cons of cloud contact center providers [cutoff co_thick="2px"]Choosing a new contact center platform is a big decision that involves more than just a feature-by-feature comparison. Other elements, such as a prescriptive migration programs and post-sale support, are critical to your success — in the near term and down the road.This guide compares four contact center vendors on:Technical ability to deliver services in a cloud-based environment Viability in the marketplace Ability to deliver a proven, prescriptive migration process[mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"]

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Practical Guide

The US Customer Experience Decision-Makers’ Guide 2019-20

The US Customer Experience Decision-Makers' Guide 2019-20Enhance your CX and set your brand apart. [cutoff co_thick="2px"] Find out more about your customers’ preferences and gain insights into what they value in customer experience. With information gathered from over 200 senior customer experience and customer contact professionals as well as 1,000 consumers, this report gives you insights to improve your customer experience strategy. The report covers:Why customer experience is important Customer experience budget, ROI and technology What customer experience means to customers Information on omnichannel and customer experience Customer experience benchmark and strategiesDiscover how and why organizations are driving radical customer experience improvement programs with the analyst guide, “US Customer Experience Decision-Makers’ Guide (2019-20 - 2nd edition).” [mktoform cta_header="Download Report" ar_status="dynamic" cid_id="7010d000001GZ4fAAG"]

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White Paper

The power of possibilities: Buy, extend, and build on a true cloud platform

The power of possibilities: Buy, extend, and build on a true cloud platformGone is the binary choice of “buy versus build” that locked centers into frustrating limitations. Now, buyers can have the best of all worlds. [cutoff co_thick="2px"]Centers are no longer “call centers.” They are “contact centers” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends.Contact centers must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn:How to overcome the legacy of "build vs. buy" Advantages and disadvantages of each approach Specific use cases for each option[mktoform cta_header="Download the whitepaper" ar_status="dynamic" cid_id="7010d000001GbdXAAS"]

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Research Report

The Future of the Contact Center

Gartner Report[this_page_title] [cutoff co_thick="2px"]According to Gartner*, "Contact center operations of the future will foster greater collaboration between employees with digital workspaces, as well as benefiting from software as a service (SaaS)-based consumption and innovation provided by born-in-the-cloud technology."In this report, Gartner analysts explore four future scenarios for contact centers and dive into:Adoption of a holistic customer service application suite approach to procuring contact center technology Investment in SaaS-based contact center software as part of a cloud-based application ecosystem Use of artificial intelligence (AI) at the core of contact center software to revolutionize engagement and interactions *Gartner, The Future of the Contact Center, 25 April 2019, Simon Harrison, Steve BloodGARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.[mktoform cta_header="Get the Gartner Report" cta_button="Read now" ar_status="dynamic" cid_id="7010d000001Gaw4AAC"]

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Brochure

Workforce Engagement offer overview

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EBook

Putting AI to Work in Your Contact Center – CMSWire ebook

ebookPutting AI to Work in Your Contact CenterHow to deliver the best possible customer experiences through advanced technologies and easy-to-use cloud platforms [cutoff co_thick="2px"]To provide a consistently outstanding customer experience, many businesses are turning to cloud-based contact centers. These systems provide advanced features such as automated chatbots and voicebots for enhanced customer interaction; artificial intelligence (AI) and machine learning (ML) for deeper levels of personalization at scale; interaction steering and predictive call routing for more efficient and satisfying contact center experiences; and real-time data, to help businesses optimize the performance of their contact centers.In this ebook, you’ll discover best practices and strategies to help your company deliver the best customer experience through advanced contact center technologies. Find out:Why customer experience is so important today; How to focus on achievable business outcomes using AI and ML; How chatbots can augment and enhance customer interactions with human agents; How to develop a chatbot in half a day; How to connect callers to the best available agent — vs.the first available agent; How workforce optimization helps with employee engagement as well as customer experience; How to address workers’ fear of job loss; How to leverage interaction steering, predictive routing and real-time data for enhanced customer experience.[mktoform cta_header="Download the ebook" ar_status="dynamic" cid_id="7010d000001GanMAAS"]

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Infographic

CX Hero – Bradesco Next empowers agents for great customer service

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Infographic

CX Hero – Crisis Services Canada ensures no call goes unanswered and no one waits on hold

Migration planning kit

EBook

Migration planning kit: Take the first step in a successful contact center migration

Migration Planning KitTake the first step in a successful contact center migration Leverage the power and benefits of the cloud – sooner [cutoff co_thick="2px"]Maintaining outdated, inflexible, legacy technologies is an increasingly costly decision with diminishing returns. Migrate to a modern contact center solution to transform your customer experience now and illuminate a clear path for the future.Start your customer experience transformation today. See how others have done it and gain useful tips and tools to help you throughout your migration and beyond. Get the Genesys migration planning kit and take the first step of your transformation.You’ll receive:Insights from companies sharing their successful migration experience CX Migration Checklist: An Essential Guide for Identifying the Right Customer Experience Solution Resources to understand the prescriptive approach to migration[mktoform cta_header="Get the Genesys migration planning kit" cta_button="Download your kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiK" url="https://www.genesys.com/campaign/migration-planning-kit" ar_url="https://www.genesys.com/campaign/migration-planning-kit"]

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Infographic

CX Hero – MyBudget underscores personal touches in financial planning

Summer innovations guide 2019

Brochure

Summer Innovations 2019

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Article

Achieve better business results with AI-powered self-service

Genesys and google cloud shaping the future of contact center ai eb resource center en (1)

EBook

Genesys and Google Cloud: shaping the future of contact center AI

EbookGenesys and Google Cloud: shaping the future of contact center AIEmpower your call center with bot technology [cutoff co_thick="2px"]Artificial intelligence (AI) capabilities are improving rapidly. Moving beyond the question-and-answer AI experiences of the past, modern voicebots and chatbots can engage with customers in complex conversations. Now, a virtual agent can leverage context to more seamlessly move customers through their journey.Read this ebook and learn how an integration between Genesys and the Google Cloud Contact Center AI solves common contact center challenges and provides expanded AI capabilities, including voicebots and chatbots that can:Proactively engage customers in natural conversations Meet customers where and when they want with on demand and self-service Resolve issues faster while improving customer satisfaction and employee efficiency[mktoform cta_header="Learn more about AI in call centers" cta_button="Get the ebook" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GYyqAAG" url="https://www.genesys.com/campaign/genesys-and-google-cloud-shaping-the-future-of-contact-center-ai-thank-you"]

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Research Report

Stop trying to replace your agents with chatbots

Forrester ReportStop trying to replace your agents with chatbotsFour approaches to using chatbots to augment agents [cutoff co_thick="2px"]Many companies are rushing to replace their agents with chatbots. But for the best customer experience, bots should empower — not replace — agents. Using chatbots to support agents not only benefits your customers, it can boost agent job satisfaction and improve your ROI.Get the report to learn:The benefits of agent augmentation vs. replacement When not to use chatbots Four approaches to using chatbots to augment agents[mktoform cta_header="Get the Forrester Report" cta_button="Read now" ar_status="dynamic" cid_id="7010d000001GYjCAAW"]

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Tip Sheet

Four ways voicebots elevate call center customer service

Tip Sheet[this_page_title] [cutoff co_thick="2px"]Voicebots are fast, accurate and available 24/7. At a minimum, they dramatically reduce costs by offloading common and repetitive questions from agents. Good ones also improve your brand reputation. And, best of all, consumers welcome them. With conversational voicebots, you can:Improve customer satisfaction Eliminate the maze of menu options with traditional IVRs Hand off to agents the contextual insights from previous interactions Create new sales opportunities Contribute to overall business goalsGet the tip sheet to learn more.[mktoform cta_header="Get the tip sheet" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GYSkAAO" url="https://www.genesys.com/campaign/four-ways-voicebots-elevate-call-center-customer-service-thank-you-2"]

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Infographic

Seven secrets to a successful contact center migration

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EBook

Three ways chatbots improve customer experience

Ebook[this_page_title] [cutoff co_thick="2px"]Use bots powered by artificial intelligence (AI) to meet customer expectations for self-service and offer it at scale. Improvements go beyond cost savings when you use bots that:Anticipate customer needs and respond quickly in a personalized way Give agents guidance and tips during the customer interaction Cater to all time zones and customer schedules with 24/7 serviceGet the Ebook to learn more.[mktoform cta_header="Get the Ebook" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GYPbAAO" url="https://www.genesys.com/campaign/three-ways-chatbots-improve-customer-experience-thank-you"]

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EBook

Customer service best practices

ebookCustomer service best practicesMake every customer interaction count [cutoff co_thick="2px"]Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn:Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience[mktoform cta_header="Get your ebook today" cid_id="7010d000001GYLAAA4"]

Mitigate risks resource center en

Executive Brief

Future-proof your customer experience and mitigate the risks of outdated contact center technology

Future-proof your customer experience and mitigate the risks of outdated contact center technologyOvercome the challenges of legacy contact center investments with market-leading customer experience solutions [cutoff co_thick="2px"]Success is defined by the quality of your customer relationships. Outdated infrastructure hinders your ability to deliver consistent service across all channels and touchpoints. With rising customer and business demands, you might not have time to wait and see what long-term options a vendor will offer, and when.Proven, market-leading customer experience solutions let you optimize customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider.Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including:Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of the contact center Training your staff on a future-based platform that supports next-generation solutions and drives customer experience success Incorporating the flexibility of a cloud-based solution to gain the business agility to keep up with changing business needs and customer demands. Leveraging proven use cases that streamline migration and accelerate your time-to-value.[mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SJoF"]

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Research Report

Frost & Sullivan Global Research: Midsized Call Centers take a Digital-first Approach

[this_page_title]Cloud solutions to power customer service in 2019 [cutoff co_thick="2px"]Customers now interact with businesses on more channels than ever— including email, live chat, social media, SMS, and live messaging services. To understand how mid-sized call centers are dealing with the changes in customer engagement, Frost & Sullivan surveyed 600 business and IT decision makers globally to uncover their aspirations, priorities, and challenges.Get the global research report and regional spotlights on North America, Latin America, and Europe to see the complete results. Key insights include:In North America, 64% expect to apply artificial intelligence (AI) to engagement channels whereas 52% plan to support messaging apps and virtual assistants over the next two years In Latin America, over 50% of call centers are considering the cloud to mitigate business challenges Europe believes improving customer loyalty and lifetime value are the most valued business benefits ahead of customer satisfaction and revenue goals[mktoform cta_header="Download the research report" cta_button="Download my report" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GY9nAAG" url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you" ar_url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you"]

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Article

Using bots to increase customer satisfaction

Your path your way resource center en

EBook

Your path your way: Three options for transforming your legacy contact center

EBookYour path your way: Three options for transforming your legacy contact centerMinimize risk and disruption with Genesys [cutoff co_thick="2px"]With a proven customer experience platform and provider, you can overcome the limitations of legacy contact center technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact center, from challenges that affect service quality to time-consuming and costly upgrades.It’s time to move forward. Read this ebook to learn:Steps to mitigate risk by minimizing your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact center environment[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GYHDAA4"]

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Brochure

Improve customer satisfaction with bots offer overview

G2 graph (3)

Research Report

Genesys tops leader grid for enterprise infrastructure

[this_page_title]The 2019 G2 Crowd Spring Report for Contact Center Infrastructure recognizes Genesys as the leader in delivery of infrastructure for enterprise customer engagement solutions. [cutoff co_thick="2px"][mktoform cta_header="Get the report" cta_button="Get the report" form_branding="gray-theme" form_p_target="custom" url_target="yes" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GXxIAAW" url="https://www.g2.com/gated_content/tokens/024dacd1-7c6f-4507-a8e1-a0661f608358" ar_url="https://www.g2.com/gated_content/tokens/024dacd1-7c6f-4507-a8e1-a0661f608358"] According to G2 Crowd reviews, your peers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]This platform offers various integration methods and can be customized... This is an omnichannel solution, you can cover all the interactions channels Like voice, email and chat. This can be also integrated for social media...- Kamal G. (PureEngage)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Genesys PureConnect, is an ideal support tool to provide all kinds of web solutions...Thanks to the different features it has, you can provide different support options… Plus, this tool is compatible with other CRM software, which makes it more versatile in every way...- Theresa S. C. (PureConnect)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]The simplicity of managing the schedules, adding new agents and even updating the existing ones is easy, and the product provides a good experience to the user as well as the admin.- Mayank G. (PureEngage) The results are in. G2 Crowd examined different call center solutions from all angles—reviews, product satisfaction and market presence. Download the report to learn:How contact center vendors compare based on real-user experiences How vendors meet their customers' call center needs Key criteria to guide your decision- making process

Research Report

Genesys named a leader in contact center infrastructure

[this_page_title]In the 2019 G2 Crowd Spring Report for Contact Center Infrastructure, the Genesys PureCloud®, PureEngageTM, and PureConnectTM platforms were recognized by G2 Crowd reviewers for delivering exceptional infrastructure for call centers of all sizes. [cutoff co_thick="2px"][mktoform cta_header="Get the report" cta_button="Get the report" form_branding="gray-theme" form_p_target="custom" url_target="yes" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GXxDAAW" url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708" ar_url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708"] According to G2 Crowd reviews, your peers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureConnect provides companies with the tools needed to run their Contact Center effortlessly. The customization capabilities, redundancy and dedicated development team at Genesys really come together to deliver a robust platform capable of scaling with your business, whether you’re going from small-to mid-grade or even into enterprise- Jerrod M. (PureConnect)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Genesys PureEngage application and products is very much like a swiss army knife; it can do just about anything you want it to when it comes to contact center solutions. GMS products, in particular, allow for practically any possible integration one can dream up. - Eugene T. (PureEngage)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureCloud is a cloud-based phone system that gives us powerful tools to handle communication and collaboration. It also has great integration with Salesforce and allows us great visibility into the interactions we have with our clients. In addition, PureCloud has some highly advanced features that we look forward to taking advantage of in the future. - Brian B. (PureCloud)The results are in. G2 Crowd examined different software solutions for contact centers of all sizes and from all angles—reviews, overall product satisfaction and market presence. Download the report for the full details on:How contact center vendors compare based on real-user experiences Key criteria to guide your decision-making process How vendors are meeting their customers' call center needs

Research Report

Genesys ranks on top in 2019 CCaaS Relationship Index

[this_page_title] [cutoff co_thick="2px"]In the 2019 G2 Crowd Spring Relationship Index, the Genesys PureCloud®, PureEngageTM, and PureConnectTM platforms were recognized for ease of doing business and for providing exceptional support.[mktoform cta_header="Get the report" cta_button="Get the report" form_branding="gray-theme" form_p_target="custom" url_target="yes" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GXx8AAG" url="https://www.g2.com/gated_content/tokens/9a71257b-169a-43e6-9bfb-fe3d0b6540e0" ar_url="https://www.g2.com/gated_content/tokens/9a71257b-169a-43e6-9bfb-fe3d0b6540e0"] According to G2 Crowd reviews, your peers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]The deployment process was a breeze, aided by an exceptional Genesys engineer who guided me through the whole process - assisting with all the learning points... and testing beyond the live date...- Matthew C. (PureCloud)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]The Genesys sales and support engineers are the best in the business. Any ideas or questions that need addressed are quickly and accurately addressed with a phone call or email to our customer success manager, service delivery manager or support team.- Christopher K. (PureConnect)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Genesys PureEngage has the complete package for your contact center needs. We don't have to deal with multiple vendors... In my opinion, they are number 1 in the business. Their knowledge base and documentation are very good resources.- Administrator (PureEngage)The results are in: G2 Crowd built this index on reviews from their user community, as well as data aggregated from online sources and social networks. Download the report and learn:Where customers rank different vendors on ease of doing business How contact center vendors compare based on quality of support Customers' likelihood to recommend each product

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Article

Three ways to use AI for better customer journeys

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ContactBabel Inner Circle Guide to AI, Chatbots & Machine Learning

ContactBabel Inner Circle Guide to AI, Chatbots & Machine Learning [cutoff co_thick="2px"]Customer experience AI with a human touch AI machine learning capabilities support human agents when customers need it most. Bots save agent time so they can focus on building brand relationships and solving more complex problems. See what Blended AI can do for you.About the Inner Circle Guides “The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of ContactBabel reports. Other subjects include Cloud-based Contact Centers, Omnichannel, Self-Service, Outbound & Call Blending, Workforce Optimization, Customer Interaction Analytics and PCI DSS Compliance.The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, and a view on what the future holds.[mktoform ar_status="default" cid_id="7010d000001GXmP"]

Developing voicebots and chatbots

Tip Sheet

Five things to consider for developing voicebots and chatbots — fast and effectively

Tip Sheet:Five things to consider for developing voicebots and chatbots — fast and effectively [cutoff co_thick="2px"]How you build and deploy bots makes a difference in their effectiveness and in your time to value. After just a little planning, you can quickly — and easily — build your own bot.In this tip sheet, you’ll see how to:Define your business objectives. Target your most critical use cases first. Use pre-built configurable microapps to accelerate development. Harness the power of natural language processing to better answer customer questions. Move your bot prototype into production.[mktoform cta_header="Get the tip sheet" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001KhFpAAK" url="https://www.genesys.com/campaign/five-things-to-consider-for-developing-voicebots-and-chatbots-fast-and-effectively-thank-you"]

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Brochure

Predictive performance offer overview

Frost and sullivan company of the year award resource center en

Research Report

Frost & Sullivan Names Genesys the 2019 Contact Center North America Company of the Year

Analyst Research Report:[this_page_title] [cutoff co_thick="2px"] Contact center industry leaders not only provide cutting-edge technologies and solutions; they use best practices to move businesses from simple interactions to modern, omnichannel customer experiences. Using a 10-step evaluation process, Frost & Sullivan analysts independently assessed contact center solution providers. Genesys has been named the Frost & Sullivan 2019 Contact Center North America Company of the Year — ranking above the competition for the second year in a row. In this report, you’ll learn how Genesys demonstrated excellence in:Overall performance Ability to continuously innovate with new technology Commitment to partnering with customers in all areas of businessGet this report to review the complete research findings. [mktoform cta_header="Get the Frost & Sullivan Report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KgedAAC"]

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EBook

Seven best practices for building customer loyalty

EBOOKSeven best practices for building customer loyaltyHappy customers lead to measurable business benefits [cutoff co_thick="2px"] Happy customers often become loyal ones. And those loyal customers not only reduce your marketing costs and purchase more products, they also become brand advocates whose influence in digital channels will attract new customers. Take a holistic look at how you engage with prospects and customers to understand the best ways to build long-term customer loyalty. Read this ebook to learn how successful businesses create loyal customers while keeping business goals on track, including:Automating proactive communications for more cross-sell opportunities Customizing business rules to simplify compliance and enable fast updates to loyalty programs Using the full customer journey to identify effective ways to communicate Anticipating needs and proactively offering assistance with omnichannel engagement[mktoform cta_header="Get your ebook today" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000maoK"]

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Practical Guide

The essential migration checklist for identifying the right customer experience solution

The essential migration checklist for identifying the right customer experience solutionKey considerations for navigating a successful migration journey [cutoff co_thick="2px"] Contact center technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact center systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to:Identify business goals and outcomes that are most important for your organization Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability[mktoform cta_header="Get the checklist" ar_status="dynamic" cid_id="7010d000001KgTz"]

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Executive Brief

How the Intelligent Automation and the Genesys Voice Platform Work Together

EXECUTIVE BRIEFHow the Intelligent Automation and the Genesys Voice Platform Work Together [cutoff co_thick="2px"]Delivering great customer experiences includes streamlining your business processes to reduce customer effort throughout a call. Poorly designed and outdated Interactive Voice Response (IVR) increases customer effort, destroys customer satisfaction and results in higher cost to serve. The Genesys Intelligent Automation provides a complete environment to design, configure, test, deploy and manage IVR applications on Genesys Voice Platform (GVP). This is done through an intuitive, web-based interface designed specifically for non-technical users called the Genesys IVR Control Center. You get out of-the-box capability that delivers a cost-effective customer service approach along with a rapid return on investment. Download this executive brief to learn how the Genesys Intelligent Automation integrates with Genesys Voice Platform.[mktoform cta_header="Download Now" cta_button="GET THE EXECUTIVE BRIEF TODAY!" form_type="clearbit" ar_status="dynamic" cid_id="701U0000001fQMn"]

Three strategies to improve the end to end customer experience

EBook

Three strategies to improve the end-to-end customer experience

[this_page_title] [cutoff co_thick="2px"]Better managing the end-to-end customer journey is critical to your success in a world where customers compare your service to that of Google and Amazon—no matter what size your business is.In this ebook, you’ll discover three proven strategies for connecting disparate customer interactions into a seamless, personalized customer journey. See how taking a holistic approach ensures a better customer experience—every time—and delivers business results, including:Increased customer satisfaction scores Reduced cost to service New revenue[mktoform cta_header="Download the ebook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg7UAAS"]

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Executive Brief

Improve customer strategy with predictive routing

Executive brief:Improve customer strategy with predictive routing Create a customer strategy that builds profitability and a predictable revenue foundation [cutoff co_thick="2px"] Customer experience is no longer just a series of interactions occurring on one communication channel. To meet today’s customer expectations and accelerate profitable growth, you need a clear understanding of customers and their intent across a growing number of channels. With a customer strategy that includes predictive routing, you gain the advantage of meaningful data and the ability to leverage it systematically to predict the best customer-to-agent match. The result is stronger customer relationships and better business outcomes. Read this executive brief to learn the valuable benefits of a data-driven customer strategy that uses predictive routing with artificial intelligence (AI) and machine learning, including:Business outcome scoring on customers and active agents to determine the best customer-agent match Visibility and control at every touchpoint to achieve specific outcomes The right level of engagement at every moment throughout the customer journey Real-time outcome performance monitoring with historical reporting for daily, weekly and monthly trending Key insights to continuously refine and improve customer strategy[mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg6gAAC"]

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Tip Sheet

Best practices for chatbots that improve customer experience

Tip Sheet:[this_page_title] [cutoff co_thick="2px"]When building and deploying a chatbot on your website, upfront planning is the key to success. Before you build a bot of your own, check out this tip sheet to see what lessons Genesys developers behind Kate—the customer experience artificial intelligence (AI)—learned about planning, building and deploying a chatbot. Learn how you can determine:What the bot should do What experience will the bot provide What information you have and what more you need[mktoform cta_header="Get the tip sheet" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001KfhvAAC" url="https://www.genesys.com/campaign/best-practices-for-chatbots-that-improve-customer-experience-thank-you"]

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EBook

Succeed with a single source for contact center infrastructure and workforce engagement management

[this_page_title] [cutoff co_thick="2px"]Having a single vendor for contact center infrastructure and workforce engagement management eliminates the business challenges and technical obstacles of managing multiple vendors. You also gain the advantage of an integrated solution that positively affects your customer experience, employee engagement and business results.Read this eBook to learn the key benefits of choosing a technology provider that delivers the optimal integrated solution, including:Having a single version of truth through consolidated data, reports and infrastructure Gaining ongoing access to the most advanced innovations in customer experience and workforce engagement Driving employee effectiveness that’s shared between your routing platform and workforce engagement suite Using artificial intelligence to automate routine tasks to free up agents to engage with customers on more challenging issues How a large insurer saw a 50% reduction in system costs and a 73% increase in Net Promoter Score[mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfJPAA0"]

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Video

Delivering on the promise of world-class omnichannel customer experiences

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EBook

Solve your call center’s seasonal capacity problem

[this_page_title] [cutoff co_thick="2px"]Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardize your business levels, you can manage changes—with proper planning. Most businesses experience this to one degree or another, however some organizations are faced with fewer resources to expand and contract with ease.Seasonal capacity issues can vary throughout the year and aren’t strictly limited to holidays, though that is a common catalyst for capacity concerns. To overcome these problems, first look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations.In this ebook, you'll learn:How to solve staffing issues to handle your baseline volume How to overcome outdated technology that causes bad experiences Understand the best tools to solve seasonal capacity issues[mktoform ar_status="dynamic" cid_id="7010d000001KfQ1AAK"]

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Executive Brief

How AI can improve contact center and agent performance

Executive Brief:[this_page_title]Work smarter, not harder with artificial intelligence and machine learning [cutoff co_thick="2px"] Successfully managing a contact center requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can:Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term[mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfDlAAK"]

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Datasheet

Recording Export for the PureCloud platform

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EBook

Building a competitive advantage through customer experience

Building a competitive advantage through customer experienceFive real-world business transformations [cutoff co_thick="2px"] Today’s customers want fast, hassle-free, personalized interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to:Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimize employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolutionLearn the four steps to plan and execute a successful, seamless migration and customer experience transformation. [mktoform cta_header="Get the ebook" ar_status="dynamic" cid_id="7010d000001Kf3z"]

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Datasheet

Genesys SoftAgent for Cisco

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Infographic

Choose a partner, not just a vendor

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EBook

Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI

[this_page_title]A success stories eBook [cutoff co_thick="2px"]Implementing artificial intelligence (AI) is one of the most important things you can do to gain a competitive edge today—and over the long-term.Make a bigger impact with Genesys blended AI. The ability to automate your information, processes, insights and trends—and add the power of your human team—is built into every area of our portfolio.Read this eBook to discover our unique AI capabilities and see how customers are:Reducing cart abandonment by 30% Enriching customer experience Achieving critical KPIs[mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYi4AAE"]

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Tip Sheet

Top 10 ways to take advantage of AI and deliver great customer experiences

Tip Sheet:[this_page_title] [cutoff co_thick="2px"]Your customers want fast access to the channels of their choice and a personalized experience that’s easy to navigate. And your employees want rewarding jobs with fewer mundane tasks.The use of bots, automation and machine learning make all this possible. The key is to focus on the best return on your investment for artificial intelligence (AI).This tip sheet shows how AI enables you to work smarter, including ways to:Connect all customer touchpoints and share context across channels with an omnichannel foundation Give customers a seamless experience by blending self-service with assisted-service Use virtual assistants to predict ways for employees to better serve customers, including product up-sell[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYfFAAU"]

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Tip Sheet

Smarter contact center routing and agent management checklist

Tip Sheet:[this_page_title] [cutoff co_thick="2px"] It’s time for a smarter contact center solution that supports an omnichannel experience, spans your entire customer journey and harnesses the power of your data. Move beyond the limitations of queue-based routing and eliminate obstacles that hinder your customers and employees. Take the first step in finding the right contact center solution with 10 key capabilities, including:The best desktop environment for agents to manage conversations across channels Workforce management software that provides the right mix of information, support and workforce optimization tools to meet customer expectations Predictive performance that continuously improves business results by directing customer interactions to resources that are predicted to deliver the best outcome[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mgRmAAI"]

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Datasheet

Cyara CX Assurance Platform

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Datasheet

Workspace Plug-in for Salesforce.com

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Executive Brief

Why Choose the Genesys Sales Engagement Platform

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Datasheet

IVR Driver

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Executive Brief

Genesys prescriptive migration: The art of simplified migration with proven ROI

Genesys prescriptive migrationThe art of simplified migration with proven ROI [cutoff co_thick="2px"]Customer experience solutions should enable you to know your customers, anticipate their needs and desires, and intelligently respond to them when and how they prefer. But if your current customer experience reality involves limited channels, incoherent customer information and technology boundaries that impact business operations or degrade customer experiences, it’s likely time for a change.Contact center technology should help IT deliver what the business needs when they need it. It should be straightforward to manage and deliver value that exceeds its cost—not the other way around. But for many companies the thought of migrating feels risky and overwhelming.It doesn’t have to be. With the right guide on your migration journey, you can make changes confidently and in the right way.Imagine what exceeding business and customer expectations looks like Define a Solution Migrate with Confidence Achieve your desired business outcomes[mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mg6K"]

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EBook

Considerations for consolidating call center technology

[this_page_title] [cutoff co_thick="2px"] Your call center tech stack is a mess, and it's hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech. There are many things to consider including:Infrastructure, both aging and new Existing tech and limitations IT support Users, training and business needsThis ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call center tech. [mktoform ar_status="dynamic" cid_id="7010d000000mfhU"]

Ten benefits of updating your pureconnect workforce management tools ts resource center en

Tip Sheet

Ten benefits of updating your PureConnect workforce management tools

Tip Sheet:[this_page_title] [cutoff co_thick="2px"]A tricky cost of doing business occurs when your business expands beyond even your own expectations. When that happens, technology that’s still perfectly useful may need to be updated—simply to ensure optimal performance. This isn’t bad news; it means you’re doing something right. Your company is growing—you need technology that can meet your evolving needs.If you’re using the PureConnect platform, adopting the more robust tools you need is simpler than ever. You can leverage the benefits of your existing solution, while upgrading to enterprise-level workforce management tools. This seamless transition allows you to tackle the challenges your growing business faces while enabling better business outcomes and empowering your employees.Get this tip sheet to learn how you can:Improve call efficiency with AI and machine learning Reduce agent turnover and improve hiring success rates Increase NPS and revenue[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mfhZAAQ"]

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Research Report

Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued

Forrester Report[this_page_title] [cutoff co_thick="2px"]Great customer service is not just about cutting costs or making operations more efficient. Instead, it's a systematic reinvention of established technology, data, and operations—leveraging automation, data, and agents together to exploit each of their unique strengths and deliver experiences in line with customer expectations.With automation and artificial intelligence (AI), customer service operations become more efficient. And that enables your company to deliver differentiated experiences, uncover new revenue streams and reinvent business models.Get this report now to learn:Three megatrends for 2019 that customer service pros must consider to fundamentally transform their operations with AI Major shifts in agent workforce and the evolution of super agents How AI and robotic process automation can improve your bottom line[mktoform form_type="clearbit" cta_header="Get the Forrester Report" ar_status="dynamic" cid_id="7010d000000mfr5AAA"]

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EBook

The call center technology migration playbook

[this_page_title] [cutoff co_thick="2px"] Your move to a new call center shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of migration. With proper planning and the key team members to assist in the transition, it can be easier than you think. Make your call center technology move confidently.Ensure you have the right stakeholders and subject matter experts on the internal project team Determine if your company’s network are compatible with your move Work together to provide a clear path forward for implementation Set expectations and get ready for go-live[mktoform ar_status="dynamic" cid_id="7010d000000mfYm"]

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EBook

Drive more sales through your website

[this_page_title] [cutoff co_thick="2px"] In the digital marketplace, customers appear when they want to and spend only a couple of minutes on your website. Then they disappear without a trace. With artificial intelligence and machine learning, you can track every customer’s individual journey in real time. This enables you to proactively advise your sales teams on who to engage and when to engage them—and you can do it all with a perfectly matching offer, chat or co-browsing with a live sales rep. That increases your conversion rate dramatically while decreasing your cost of sales. Companies that automate lead management see a 10% or greater increase in revenue in six to nine months, according to Gartner Research. In this ebook, you will learn:How to shift your sales and marketing strategy to accommodate the new digital marketplace How to leverage real-time engagement and automation to increase conversions Best practices from companies who leverage new sales engagement technology to increase revenue and decrease cart abandonment[mktoform ar_status="dynamic" cid_id="7010d000000mfXo"]

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Research Report

Frost & Sullivan recognizes Genesys with 2018 North American Hosted/Cloud Contact Center Market Leadership Award

ANALYST RESEARCH REPORT:[this_page_title] [cutoff co_thick="2px"] The power of the cloud for contact center solution delivery lets businesses quickly add on functionality and scale when needed. But it’s a complex undertaking for solution providers, requiring a strong foundation in core competencies and a flexible platform to support new technologies. Not all providers are up to the challenge. After a rigorous process of research and analysis, Frost & Sullivan, a global research and consultancy organization, named Genesys as the winner of their 2018 North American Hosted/Cloud Contact Center Market Leadership Award. The research report recognized Genesys for the breadth of our customer-focused innovation:Artificial intelligence (AI) built into every area of the Genesys portfolio to assist with customer service, sales and marketing—and combining it with the power of human agents Use cases that are bundled, automated and tied to specific business outcomes Subscription-based pricing that flexes with capacity needs and varying channel usageGet this report to learn the various evaluation criteria and why innovation matters in keeping your business ahead of the curve—especially if you’re considering deploying your contact center in the cloud. [mktoform cta_header="Get the Frost & Sullivan Report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mdLIAAY"]

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Brochure

Customer acquisition center

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Brochure

Genesys prospect conversion

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Executive Brief

Genesys Predicts 2019

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Infographic

Quenching their customers’ thirst for better support: The Coca-Cola Business Services story

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Datasheet

Latitude by Genesys

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Infographic

Frost & Sullivan: You Must Support Digital Transformation in the Contact Center

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Infographic

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

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Brochure

Genesys PureCloud platform brochure

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Datasheet

Segment Log Parser for the Genesys PureConnect platform

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Datasheet

User Import Service for the Genesys PureConnect platform

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Datasheet

Automated Callback for the PureConnect platform

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Datasheet

Dialer Contact List Importer for the PureConnect platform

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Datasheet

Data Tables for the PureCloud platform

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Datasheet

REST to SOAP service for the PureCloud platform

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Datasheet

VidyoEngage for Genesys

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Brochure

Genesys Learning Paths

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Infographic

AI Ethics Guidelines

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Datasheet

Five key benefits of a virtual contact center

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Research Report

MIT Global Research: Humans + Bots: Tension and Opportunity

MIT Technology ReviewHumans + Bots: Tension and OpportunityHow global brands blend human skills and AI to build customer intimacy and drive growth [cutoff co_thick="2px"]Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year Europe leads in using AI to increase brand awareness and build stronger customer experience talent More than one-third of respondents in Asia Pacific can link the increased use of AI to revenue growth of more than 10%[mktoform cta_header="Get the MIT Global Report and 4 Regional Spotlights" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000maXQ"]

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Brochure

Winter Innovations 2018

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Research Report

2018 Gartner Magic Quadrant for CCaaS NA

2018 Gartner Magic Quadrant for Contact Center as a Service, North AmericaGartner positions Genesys as a Leader in cloud contact center solutions positioned farthest to the right for completeness of vision. Again. [cutoff co_thick="2px"]North America’s Contact Center as a Service (CCaaS) market has matured and companies of all sizes are turning to contact center as a service (CCaaS) solutions to drive customer experience success. The 2018 Gartner Magic Quadrant for CCaaS evaluates 10 vendors on their ability to execute and completeness of vision. Not only is Genesys named a Leader in the 2018 Gartner MQ for CCaaS, but we’ve placed farthest to the right for completeness of vision. Again. Read this report now to learn:Drivers of increasing demand for cloud contact center solutions Key considerations when comparing cloud contact center solution providers How Gartner positions the 10 top cloud contact center vendors in each of the four quadrants – Leaders, Challengers, Visionaries and Niche playersAdditionally, according to Gartner Peer Insights reviewers : 1 [parsesvg svg_clean="" svg_width="10%" svg_height="10%" svg_horizontal_align="center" svg_fill_color="#FF4F1F" svg_file="2099"] “Solid platform with a lot of features at a reasonable cost.” — IT Manager of Software Engineering in the Services Industry [parsesvg svg_clean="" svg_width="10%" svg_height="10%" svg_horizontal_align="center" svg_fill_color="#FF4F1F" svg_file="2099"] “Integrated Contact Center solution that allows you to scale with the times” — IT Director, Service Center Operations in the Services Industry 1 Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner or its affiliates. * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. ** This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.[mktoform form_type="clearbit" cta_header="Get the Gartner MQ" cta_button="READ NOW" ar_status="dynamic" cid_id="7010d000000maPl"]

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EBook

Genesys PureConnect Cloud platform Zero Compromise

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Research Report

What do consumers really think about customer service?

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Datasheet

User Data Management Console for the PureCloud platform

Acd replacement tip sheet

Tip Sheet

Building the business case to replace your call center ACD

Tip Sheet:[this_page_title] [cutoff co_thick="2px"]Recognizing when it’s time to replace your ACD system is just half of the battle. To take action, you need to get other stakeholders on board. Build the business case for modernizing your contact center with a unified omnichannel infrastructure.Download this tip sheet to learn ways to build a business case for your organization, including how to:Calculate cost savings of agent pooling Assess revenue gains by reducing abandonment rate Estimate hardware and maintenance savings with a SIP-based open-standards platform[mktoform cta_header="Get the Tip Sheet" ar_status="dynamic" cid_id="7010d000000mZt4"]

Beyond millennials: how banks can prepare for the new consumer

Article

Beyond Millennials: How Banks Can Prepare For The New Consumer

Article[this_page_title] [cutoff co_thick="2px"]By 2020, customer experience is expected to become the key brand differentiator ahead of product and price, predicts research firm Frost & Sullivan. With the rise of millennials, who are hyperconnected, tech-savvy, fast-moving, with short attention spans, and known to value experiences, banks and financial services (BFSI) organizations are now emphasizing on the need to serve them more efficiently.For organizations engaging with millennials, or Gen-Zers, there is a growing trend to make a push into digital technology such as mobile apps, AI-based virtual assistances, chatbots and self-service branches.Read this article to:Understand the potential of engaging with the new consumer population 5 key strategies on how organizations should be engaging millennials and planning for the new consumer Industry insights into what BFSI organizations are doing now across Asia Pacific[mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhw"]

Why employee engagement is key to winning superior customer experience

Article

Why Employee Engagement Is Key To Winning Superior Customer Experience

Article[this_page_title] [cutoff co_thick="2px"]Customer experience continues to be the ‘holy grail’ for many banks and financial services (BFSI) organizations today. While executives are focusing their efforts in delivering a ‘brand promise’, organizations are missing out on the potential key in making sure that customer experience levels stay competitive – employee experience and engagement. Read this whitepaper to help your employee engagement strategy by:Understanding the basics of engaging your employee and making them your best advocates Realizing the demands of the digital consumer and how employee engagement will help you meet them Integrating Artificial Intelligence (AI) into your employee engagement and customer service strategy Industry insights on what BFSI organizations are currently doing to support employee engagement[mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhh"]

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Article

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

Article[this_page_title] [cutoff co_thick="2px"]Artificial Intelligence (AI) is expected to contribute US.7 trillion to the global economy. Improving customer experience through digital efforts has been a key mandate for many organizations in recent years, and this is even more critical in the banking and financial institutions (BFSI) sector.Asia Pacific banks and financial institutions have begun rolling out Artificial Intelligence technology at a fast pace, particularly in customer-facing applications such as chatbots.Read this article to find out more about:Industry insights on the current state of AI in the BFSI sector Key benefits of implementing AI in your organization Where you can be deploying AI technologies Common pitfalls and challenges faced and how to resolve them[mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mbNg"]

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Infographic

Up close and personalized—three ways your contact center can keep customers sticky

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EBook

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

[this_page_title] [cutoff co_thick="2px"]Retail contact center: cost center or profit center? Increasingly, retailers are treating their contact centers as sources of growth.Today’s customers—and not just the millennial generation—regard talking to a human as a last resort. They want to self-serve with a mobile app. Reply in natural language to a chatbot. Switch devices multiple times in the same interaction path, and expect you to keep up without forgetting who they are. They’re relaxed about your custodianship of their personal data—as long as you treat it with respect, and use it for the right purpose. Which is to help them get things done easier.In this ebook, you’ll get five key trends of the contact center as it moves from necessary expense to driver of revenue.[mktoform ar_status="dynamic" cid_id="7010d000000mWJE"]

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Research Report

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

[this_page_title] [cutoff co_thick="2px"]With changes as big as those affecting today’s retail contact center, it’s no surprise the biggest question from managers across departments is: where do I start? This six-point checklist from Genesys provides some clues.[mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWJd"]

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Infographic

Five ways technology is shaping the future of the retail contact center

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EBook

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

[this_page_title] [cutoff co_thick="2px"]Silent downtowns. Empty shopping malls. Tumbleweed-tossed main streets and side streets all across America.Of course, that’s not the reality of retailing—yet. But like any other sector, retail is evolving. And to serve the new breed of customer entering the market, the retail contact center has to adapt.The retail sector is changing. And with it, the retail contact center. Let’s discuss the reasons customer motivations are driving them away from traditional retailers—and how retailers with an eye on the future can turn it to their advantage.[mktoform ar_status="dynamic" cid_id="7010d000000mWJJ"]

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EBook

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

Three reasons you need to build an ecosystem for customer service, not a fragile "frankenstack" [cutoff co_thick="2px"]Years ago, retail organizations gathered customer lists. That list became a database, which linked to early call center software. Then it grew with the sales funnel: suspects, prospects, lapses and repeats got labelled, glued on, stitched together.As customer segments fragmented and media channels broadened, other applications—customer relationship management (CRM) packages, custom customer service agents (CSA) forms, interactive voice response (IVR) management dashboards—got layered on top.Vertical integration of contact center technologies leads to brittleness. Explore three reasons the contact center IT professional should think in terms of a customer ecosystem, not application stack.[mktoform ar_status="dynamic" cid_id="7010d000000mWJ9"]

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Infographic

10 ways to improve your retail contact center

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Datasheet

QuickData for the Genesys PureCloud platform

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Industry Report

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

The Forrester WaveGenesys named a leader in the Forrester Wave™: Cloud Contact Centers, Q3 2018The PureCloud platform gets highest scores possible in 17 criteria, including product architecture, CRM integration, corporate strategy and third-party ecosystem [cutoff co_thick="2px"]“Shortlist PureCloud for midsize contact center deployments within and outside of North America that need to tap Genesys' global resources and support.” – Forrester Wave Report.The first-ever Forrester Wave for cloud contact centers evaluates 11 vendors based on 32 criteria relating to current offerings, strategy and market presence. It provides a thorough overview of the marketplace and a strong starting point for businesses planning a move to the cloud.In this report, Genesys is named as a Leader and the Genesys® PureCloud® platform received the highest scores possible in 17 criteria including product architecture, CRM integration, corporate strategy and third-party ecosystem.Get this Forrester Wave to learn:Why customer service leaders should look for vendors that offer artificial intelligence, native workforce optimization and full omnichannel How 11 vendors are positioned as leaders, strong performers, contenders or challengers Why Genesys is named a leader in the cloud contact center software market evaluation[mktoform form_type="clearbit" cta_header="Get the Forrester Wave" cta_button="Read Now!" ar_status="dynamic" cid_id="7010d000000mYFM"]

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Infographic

Forrester study shows importance of customer experience technology investment to drive business success

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Industry Report

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

Forrester Industry Spotlight:Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry [cutoff co_thick="2px"]The retail and eCommerce industry are focusing on understanding the shopper’s journey and path to purchase to deliver a seamless customer experience across all channels and touchpoints. Those who succeed in this space, not only achieve business goals and success, but are considered leaders in the field.This study* highlights the importance of customer experience transformation in the retail industry, in order to retain and gain market share across all touchpoints.Read this study to further understand:Aligning brand with customer experience Challenges of today’s industry and how to overcome them Making customer centric technology sourcing decisions*Drive Marketing And CX Convergence With Modern Technology: A Focus On The Retail Industry, a July 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the retail spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1K"]

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Industry Report

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

Forrester Industry Spotlight:Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries [cutoff co_thick="2px"]Only a few healthcare organizations know how to truly leverage technology and patient insights to drive rich experiences that increase engagement and customer loyalty, leaving others to adopt technology as a means to conduct business.In this study*, 104 respondents from the Healthcare and Pharmaceuticals industry in Asia Pacific were surveyed. Results showed how Healthcare organizations that have adopted customer experience management technology, can impact the patient experience at every touchpoint in the organization. Furthermore, customer experience driven healthcare organizations show complete alignment between experience, brand and marketing.In this study, you will also find:The importance of a clear customer experience strategy Taking customer service to the next level Prioritizing customer engagement technology investment*Drive Marketing And CX Convergence With Modern Technology: A Focus On The Healthcare Industry, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1P"]

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Industry Report

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

Forrester Industry Spotlight:Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries [cutoff co_thick="2px"]Embracing innovative and disruptive customer experience (CX) strategies can be challenging for global banking, financial services, and insurance (BFSI) firms. In today's world, the relationship between CX and digital transformation, are changing the way business is conducted. BFSI firms need to stay focused on customer centricity to improve and streamline capabilities to remain competitive in a digital world.In this survey*, 130 respondents from the BFSI industry in Asia Pacific, shared their view on customer experience technology, marketing and continued service improvement to meet demanding customer expectations.In this study, learn more about:Customer engagement technology investment as a priority Inhibitors of customer experience success Partner engagement to expand customer engagement capabilities*Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1U"]

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Executive Brief

Predictive routing in action

[this_page_title] [cutoff co_thick="2px"]When KPIs define your success, you want to maximize every opportunity to drive business outcomes and exceed performance expectations. Artificial intelligence (AI) and machine learning enable you to predict outcomes and engage the right customer with the right resources, in real time.Predictive routing gives you the visibility and control to continuously improve your customer experience, productivity and people. Gain a more strategic view of your business to analyze trends and agent performance, and then retrain models with new data and validate the results. Read “Predictive routing in action” to gain greater insights into how predictive routing can help you achieve your business outcomes.Use AI to engage customers and predict the best resource to the best business outcome. Report on results, perform short-term trending and update the predictive model for retraining. Review data and model performance, use findings and optimize your strategy, and evaluate how well your resources drive desired business outcomes.[mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G9Xf"]

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Datasheet

Genesys PureConnect Interaction Analyzer

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Research Report

G2 Crowd Report for Contact Center Infrastructure | Summer 2018

[this_page_title]Genesys tops the leader grid and ranks highest in satisfaction [cutoff co_thick="2px"]In the G2 Crowd Summer 2018 Report for Contact Center Infrastructure, Genesys establishes a leadership position in all three product solutions with Genesys PureConnect topping the charts in G2Score and satisfaction. This validates Genesys commitment power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to G2 Crowd reviews, customers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Easy to implement, Ease of use, Great Dashboard, ability to change without the need for PC support resources.”- Poojan M., G2 Crowd user on Genesys PureCloud[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]We chose this solution for our telephone platform because it offers various advanced solutions. In particular, the multichannel, the distribution of intercations by skills, intelligent call routing and it is an all-in-one solution.”-Mohamed K., G2 Crowd user on Genesys PureConnect Get the report to learn:How contact center vendors compare based on real-user experiences Satisfaction ratings from reviewers on how the vendor’s satisfy their needs Product profiles with reviews and industry served to evaluate key criteria to guide your decision-making process[mktoform cta_header="Get the report" cta_button="Get the report" ar_status="dynamic" cid_id="7010d000000mYkt"]

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Datasheet

Genesys PureConnect Interaction Optimizer

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Infographic

Lead change with an executive vision

The us customer experience decision makers guide 2018

Industry Report

ContactBabel CX Decision-Makers Guide 2018

ContactBabel CX Decision-Makers Guide 2018Make smarter decisions to improve customer retention [cutoff co_thick="2px"]Customer experience directly affects customer retention. Find out more about your customers’ preferences and gain insights into what they actually value within an interaction.A major annual report studied the customer experience strategy, performance, operations and technology aspects of US organizations. Here are some of your peers’ top challenges:Improving first contact resolution rates by enabling one employee to handle an issue Gaining organizational mindshare for customer experience as a priority Overcoming the restrictions of outdated technologies, especially in business-to-consumer sectorsDiscover how and why organizations are driving radical customer experience improvement programs in the analyst guide, The ContactBabel US Contact Center Decision-Makers’ Guide 2018.[mktoform cta_header="Download Report" ar_status="dynamic" cid_id="7010B000001SdCZ"]

Millennials in your workforce

EBook

Millennials in your workforce

Genesys ebookMillennials in your workforceFour ways to reduce contact center agent turnover [cutoff co_thick="2px"]Contact centers cite agent turnover as their top challenge. This turnover—paired with high absenteeism and poor job satisfaction—significantly impacts financial performance. Plus, many agents today are millennials who have unique wants and needs as employees.Learn what matters most to millennial agents so you can build a more satisfying workplace that’s also cost-effective.Read this ebook and see how you can:Use simulation to allocate agent hours and reduce the costs of unplanned hours Follow the data to understand why top performers are successful Customize training to place people in new positions and get them up-to-speed quickly[mktoform cta_header="Download the eBook" ar_status="dynamic" cid_id="7010B000001Se1I"]

2018 idc report on mid size contact center in transition to cloud

Research Report

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

IDC white paperCloud-Based Applications to Transform Customer Service: Midsize Contact Centers in TransitionA global study with insights from companies in North America, Europe, Middle East, Africa, Asia Pacific and Latin America [cutoff co_thick="2px"]Survey finds cloud solutions deployed in nearly 50% of mid-sized contact centers worldwide, with an additional third in the process of implementation.To remain competitive in an increasingly customer-centric world, mid-sized contact centers are undergoing digital transformation. IDC surveyed companies in 27 countries to examine current market dynamics of cloud-enabled customer service environments. Eighty-five percent of survey respondents fell within the small to mid-sized category, having contact centers with 300 seats or fewer.Get this paper to access complete survey results by region and to gain key insights, including:75% of organizations have benefited from incorporating new features such as mobile apps and chat bots without much investment, a key advantage of using cloud More than 70% of organizations that use cloud-based applications in contact centers have benefited from an improved customer experience Drivers, benefits and challenges for adopting cloud contact center technology[mktoform cta_header="Get the IDC white paper" ar_status="dynamic" cid_id="7010d000001G8tp"]

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Research Report

Drive Marketing and CX Convergence With Modern Technology Solutions

Forrester Study:[this_page_title] [cutoff co_thick="2px"]A customer centric-culture is key to the success of any organization. With customers constantly evolving in an ever-changing world of technological advancements and the proliferation of digital channels, it's more important than ever to focus on what customers value, and how, when and why they interact with them.Eighty-one percent of companies see customer experience as a high or critical priority in their business. More and more organizations are looking at customer experience transformation to enable them to provide seamless digital-physical experiences.This study highlights the key findings of an online survey of 549 senior decision makers across marketing, customer service, and customer experience teams across nine countries/regions in Asia Pacific.Read the commissioned study conducted by Forrester Consulting to learn more about:Customer experience as a strategic priority The convergence between customer experience and marketing Renovation of ecosystems to provide great customer experiences Barriers to customer experience improvements Achieving customer experience goals through the use of technology[mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G8Js"]

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Infographic

Genesys enables innovation at the speed of business

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Article

Successfully navigate your customer experience transformation

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Video

Deliver seamless, effortless and personalized experiences with Genesys

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Infographic

Ten most common misbeliefs about lead management

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White Paper

Artificial intelligence: Friend or foe of customer service?

[this_page_title] [cutoff co_thick="2px"]Applications and devices that are enabled for artificial intelligence (AI) increasingly think and act more like humans. This gives AI huge potential to make customer service more effective by streamlining case management and other predictable tasks. But all the noise about AI can be overwhelming. This CustomerThink paper outlines key findings, predictions and guidance from analysts and industry leaders about the use of AI in the customer service market, including:Why loyalty-based customer experiences are as important as increased efficiency How to ensure that efficiency gains don’t undermine customer experience objectives How blended AI eases the shift of work from AI to humans and back, as customers require Five tactical steps to properly implement your AI customer experience strategyGet the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service?[mktoform cta_header="Download now." cta_button="Download now." ar_status="dynamic" cid_id="7010B000001SWNa" gdpr_add_msg="This is a new GDPR message." gdpr_attr="utm_source" gdpr_val="patricktest"]

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Research Report

Genesys State of Customer Experience research

[this_page_title]Bridging the gap between businesses and customers [cutoff co_thick="2px"]The Genesys State of Customer Experience research report is based on consumer and business findings related to customer experience. This initial global survey, executed on behalf of Genesys by an independent research firm, includes insights from 1,900 consumers and more than 1,300 business users across North America, Europe, Latin America and Asia Pacific. Business respondents included those in executive roles within IT, customer care and marketing. Download the report to gain valuable insights into:What consumers value most when it comes to engaging with a business How great customer experience inspires customers to share more with a business What personal information consumers are most willing to share Common hiccups and pitfalls throughout the customer journey[mktoform form_type="clearbit" cta_header="Get the Report" cta_button="Get the Report" ar_status="dynamic" cid_id="7010B000001SdKd"]

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Datasheet

Genesys Testing as a Service

Building the business case for omnichannel ts resource center en

Tip Sheet

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

[this_page_title] [cutoff co_thick="2px"]Small and mid-sized businesses have a unique positioning that can give them a leg up on big business competitors—they’re adaptable and more able to grow and change with technology. As new innovations continue to alter the face of modern business, the agile nature of small and mid-sized companies will empower them to leverage the newest tools faster than their large counterparts are able. Keeping them at the forefront and ensuring success today and into the future.Download this tip sheet to learn six ways technology:Sets small and mid-sized businesses apart in the marketplace. Boosts strengths and flips the script on perceived weaknesses. Embraces change and uses it to your advantage.[mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SZ1U"]

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Research Report

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

Forrester ReportCustomer Service Reboot: The Rise of The Gig Economy [cutoff co_thick="2px"]When customers escalate queries from self- to assisted-service, they want support from experts they can trust, not just a generalist. Recruiting from online communities can be an effective way to find this valuable talent.Explore the financial and operational potentials of the non-traditional employee in Customer Service Reboot: The Rise Of The Gig Economy by Forrester Research. You’ll learn how this flexible new labor model can provide contact center experts who are:Viewed as more authentic with experiential understanding Paid only when they resolve problems Able to respond faster to queries for their specific areas of interest[mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001ScuQ"]

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Executive Brief

Move beyond random interactions to thoughtfully designed customer journeys

[this_page_title]Overcome fragmented customer journeys with data-driven journey mapping [cutoff co_thick="2px"]As the number of communication channels continues to grow, customer journeys become increasingly fragmented and difficult to understand. Companies achieving customer experience success are those that take an iterative, disciplined approach to assessing and optimizing their customer journeys. This begins with customer journey mapping.Read this executive brief to learn:Why it’s important to move beyond random interactions to data-driven customer journeys Which customer journeys matter most How to integrate contact center systems, processes and channels seamlessly to support successful customer journeys[mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SaxN"]

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Research Report

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

Forrester ResearchFive Methods for Measuring Call Deflection From Experiences That Begin With Digital [cutoff co_thick="2px"]Reining in contact center costs is a balancing act between meeting budget goals and exceeding customer expectations. Many companies bet on lower-cost digital channels to help achieve those goals. But, even with digital, contact centers still process a lot of calls.Prove the ROI of your digital service channel investments. In Five Methods for Measuring Call Deflection From Experiences That Begin With Digital, Forrester Research found that understanding the customer journey is the starting point for mapping digital-first escalations to the phone channel. In this study, you’ll learn about:Mapping phone numbers to specific digital touchpoints; Bridging the web and calls initiated by a mobile app; Analyzing leakage patterns across channels.[mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SYwN"]

Maximize business results with ai

White Paper

Demystifying AI: Creating an AI partnership that maximizes business results

[this_page_title] [cutoff co_thick="2px"]Contact centers often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction.Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalized experience. Read Demystifying AI: Creating an AI partnership that maximizes business results to learn how predictive routing systematically:Evaluates historical and real-time data to make predictions; Makes the best customer-agent match to drive desired outcomes; Keeps agents engaged and reduces handle times.[mktoform cta_header="Download the white paper" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SZuR"]

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EBook

Not All Customer Experience Platforms Are Created Equal

EBook[this_page_title] [cutoff co_thick="2px"]Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.Read this eBook to learn how to:Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice Evaluate the top five capabilities of a customer experience platform[mktoform ar_status="dynamic" cid_id="7010B000001YHp5"]

Summer release eb resource center en

Brochure

Summer Release 2018

Recognize warning signs pbx ebresource center en

EBook

Recognize the warning signs of an unhealthy PBX relationship

[this_page_title] [cutoff co_thick="2px"]Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business.This eBook covers common problems associated with PBX systems as well as their impact on your business. Learn to identify signs of trouble in your business communications as well as key features to look for in a new system. Don't let a fear of the unknown hold you back. Download the eBook and learn:Key warning signs to look for in your PBX The impact of maintaining an outdated system How modern communication tools can benefit your business[mktoform cta_header="Download the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SaJM"]

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Video

Who owns CX? Sales and marketing must act now

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Infographic

Follow the path to customer experience transformation

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Research Report

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

[this_page_title]Boost CX by Adapting Faster [cutoff co_thick="2px"]Customer satisfaction in government service delivery is improving. But the digital revolution still poses major challenges to agencies. Customers expect more, especially from online self-service. Give them a better experience by connecting all their interactions—voice, web, social and email. With a complete picture of each customer, you’ll also empower employees to improve CX by delivering better service.Read this research brief from GovLoop, Genesys and General Dynamics IT on how to get the most from your CX improvements:Use technology to simplify processes and make it easier to complete transactions Analyze customer data to enable more proactive and responsive engagement Drive consistent messaging as you add service-delivery channelsYou’ll also hear from experts on which technologies agencies are investing in to improve CX, and how those investments benefit both employees and the customers you serve.[mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SXTZ"]

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Research Report

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

[this_page_title]Improve your employee engagement and customer experience [cutoff co_thick="2px"]Does an engaged workforce really lead to better customer experience within the government?In a recent GovLoop customer experience survey, 45% of respondents said their customer experience is either not good or needs improvement. And nearly 93% said they do see improved internal employee engagement as a key factor in improving customer experience and engagement. So, what is the correlation between customer experience and employee engagement? And how can agencies improve both at the same time?Read this research paper to discover:How agencies can bridge the gap between engaged employees and unsatisfied citizens Why it's important for agencies to invest in digital tools and journey mapping Tips to increase employee engagement levels[mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SXTA"]

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Research Report

Forrester TEI Spotlight: Organizations Moving from On-Premise Solutions

Forrester TEI SpotlightCost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution for Organizations Moving from On-Premise Solutions [cutoff co_thick="2px"]It’s hard to keep your business afloat with an outdated on-premise contact center platform. Moving to a cloud-based, omnichannel contact center solution is a cost-effective way to successfully navigate business growth, technology advances and changes in customer preferences.In this commissioned Forrester Total Economic Impact (TEI) Study summary, see how moving from an outdated, on-premise contact center to a cloud-based solution:Saves companies money Improves employee productivity and retention Reduces platform downtime Increases incomeDon’t let your out-of-date contact center software sink your business. Download this Forrester spotlight to see what you can gain from the PureCloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPLr"]

Pureconnect for salesforce

Datasheet

PureConnect for Salesforce integration

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Industry Report

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

[this_page_title]Overcome Challenges to Prioritize and Enhance the Customer Experience [cutoff co_thick="2px"]Citizens’ demand for digital, real-time engagement continues to grow. Yet, for many agencies and leaders, investing in technology to improve the customer experience (CX) takes a back seat to other competing priorities. While there are often challenges to prioritizing and enhancing CX in government, there also is growing recognition of its importance to an organization’s overall mission. Overcoming these challenges begins with building the business case for CX investments.GovLoop and Genesys recently conducted a survey on specific challenges to enhancing the customer experience and ways to prioritize it in government. Read what 219 public sector employees had to say on:The importance of customer experience to organizational mission How CX is perceived as a priority among leadership Measuring the impact of CX on internal and external operations What tools and resources are lacking to prevent creating a better customer experience[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SW1S"]

Analyzing and shaping customer journeys wp resource center en

White Paper

Altocloud White Paper: Analyzing and Shaping Customer Journeys

[this_page_title] [cutoff co_thick="2px"]When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results.Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes.Download the white paper and learn how to make better use of your analytics:Automate responses that optimize the journey identify and engage with customers before they contact you Use predictive analytics and machine learning to drive outcomes[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SXT5"]

Fs co of the year 2018 resource center

Research Report

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

ANALYST REPORT:[this_page_title] [cutoff co_thick="2px"]Contact centers must meet constantly changing customer demands and the ever-growing needs of their employees. The best contact center vendors use innovative technologies and sound expertise to overcome these challenges and fully support both groups.Frost & Sullivan, a global research and consultancy organization, named Genesys as the winner of their 2018 North American Contact Center Company of the Year Award for meeting these demands with advanced solutions that “help customers truly differentiate their service offerings.” Genesys was praised for:Visionary innovation and performance that addresses unmet needs; Best practices characterized by a consistent and repeatable level of success; Products and services that offer the best value for the price, compared to similar offerings in the market.Learn more about this award and why it matters, and get details on why Genesys is the partner to help you get ahead—and stay ahead—of your competition.[mktoform cta_header="Download now" ar_status="dynamic" cid_id="7010B000001SXMn"]

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Brochure

SAP integration with the PureConnect platform

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Datasheet

PureCloud for Salesforce

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Infographic

Forrester Study Reveals Benefits of an Omnichannel Engagement Center

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Infographic

Which Omnichannel Engagement Center Solution Is Right for You?

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Datasheet

Gplus Adapter for SAP CRM

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Datasheet

Gplus Adapter Salesforce

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Brochure

Increase Efficiency in Medicare Claims Processing

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Claims Processing: Improve Efficiency and the Customer Experience

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Video

How Personalized IVR Improves Customer Experience

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Video

Genesys Secure IVR Payments

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EBook

The Customer Experience Imperative in Government

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Genesys Voice Platform as a Service

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Genesys Workload Management

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Genesys and AudioCodes

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What Have You Done for Your IVR Lately?

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Genesys Preference Management

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Datasheet

Compliant Outbound Communications

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Genesys Customer Opt-In

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Social Media for Customer Service

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Genesys 420HD IP Phone

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Genesys Workspace

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Genesys Pulse

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Genesys Interactive Insights

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Datasheet

Genesys Knowledge Center

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Genesys Web Engagement

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Genesys Workforce Planning

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Interaction Analytics Capabilities

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Multimedia Connector for Skype for Business

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Genesys Outbound

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Genesys Voice Platform

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Genesys Self-Service Solutions

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Genesys Email

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Genesys Multimedia Communication Manager

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Genesys Callback

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Virtual Hold for Genesys

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Turn Abandoned Shopping Carts into Sales

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Delivering Great CX with Cloud Solutions

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Integrating Omnichannel Solutions for CX Success

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Make Every Moment Successful by Delivering Next-Generation Customer Experiences

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Intelligently Engage With Your Customers

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Cross the Bridge to Next-Generation Customer Engagement

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PureCloud External Contacts: Customer context at your fingertips

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Trust and Transparency: A True Path to Cloud Reliability

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Validated Integration with Oracle® Siebel CRM

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Interaction Edge

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White Paper

Enriching Your Customer Experience with Proactive Customer Communications

Enriching Your Customer Experience with Proactive Customer Communications [cutoff co_thick="2px"]Proactive Customer Communications (PCC) is any outbound communications solution that delivers proactive notifications, alerts, or other messages. Done right, it turns once-dreaded telemarketing calls or ignored direct mail into important alerts and updates.A key to creating effective PCC is that it must be highly personalized, relevant to the recipient and delivered through the channels customers want to use.No matter what size your business or industry you are in, PCC can help you improve your customer experience. Download the white paper to see what it can do for you.[mktoform ar_status="dynamic" cid_id="701U0000001fSDE"]

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Forrester Study Reveals Benefits of Artificial Intelligence with the Human Touch

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Transform Planning and Analysis in Contact Centers

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Insight into the CX Strategies of World-Leading Companies

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EBook

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

Five Critical Requirements for Customer Experience in an Ultra-Connected Era [cutoff co_thick="2px"]Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to.Read this ebook and see :Why force-fitting more channels into an aging infrastructure is not the right approach How to create a future-ready customer experience How an integrated approach improves your metrics and reduces operating costs[mktoform cta_header="Download Now" ar_status="dynamic" cid_id="7010B000001gI1j"]

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The Evolving Engagement Cycle Customer Engagement and Operational Strategies

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EBook

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

eBook: Connecting Customer Journeys: An Executive Q&A Featuring Emirates Airline [cutoff co_thick="2px"]Emirates Airline is a global company with 6 contact centers and 2200 agents supporting 44 countries in 17 languages. They handle 10 million calls, 1 million emails and thousands of social interactions every year!Read this Executive Q&A to learn:The key challenges faced by Emirates Airline How Emirates Airline is managing growth across touchpoints and channels Benefits achieved and next steps[mktoform cta_header="Download Now" ar_status="dynamic" cid_id="701U0000000X5mK"]

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EBook

Best Practices For A Seamless Omnichannel Customer Experience

eBook: Best Practices For Omnichannel Customer Experience [cutoff co_thick="2px"]Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touchpoints can develop a significant competitive advantage, reduce customer churn and increase profit.Download this eBook to learn:6 Best Practices to help you design and deliver omnichannel CX How to do the gap analysis between current and future state journeys Implementing your new customer journey[mktoform cta_header="Download Now!" cta_button="Submit" ar_status="dynamic" cid_id="701U0000000lxdP"]

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EBook

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

Journey mapping eBook: An outside-in approach to delivering great customer experiences [cutoff co_thick="2px"]Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call center, mobile devices or social media.Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys.Download this eBook. Learn how to:Design customer journeys that are effortless, proactive and personalized Improve customer experience with journey maps Visualize and deliver exceptional customer experiences[mktoform cta_header="Download Now!" cta_button="Submit" ar_status="dynamic" cid_id="701U0000000lxdK"]

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White Paper

Empower Your Contact Center Agents with an Omnichannel Desktop

WHITE PAPEREmpower Your Contact Center Agents to Deliver a Great Customer Experience with an Omnichannel Desktop [cutoff co_thick="2px"]Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.Contact Center agents have a tough job! On one hand, they are trying to help grumpy customers who expect them to know about their previous interactions. And simultaneously, on the other hand, they are trying to navigate between multiple applications to connect the dots.This white paper discusses:How an omnichannel desktop can empower contact center agents How you can reduce transfers and lower contact duration, while boosting customer satisfaction How to calculate business benefits of an omnichannel desktop[mktoform cta_header="Download Now!" cta_button="Submit" ar_status="dynamic" cid_id="7010B000001Sc5hQAC"]

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White Paper

Planning and Managing Your Omnichannel Workforce

WHITE PAPERPlanning and Managing Your Omnichannel Workforce [cutoff co_thick="2px"]Technology-savvy customers of today are using multiple devices and communication channels to engage with companies. In most contact centers, interaction channels are managed in silos. There are separate systems for routing interactions and tasks, and for workforce management. This creates complexity and manual work for workforce planning and operations.Read this white paper to learn how you can:Develop integrated omnichannel workforce planning strategies Modernize your infrastructure with an integrated contact center solution Improve customer experience and agent satisfaction while reducing costs[mktoform cta_header="Register Now!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000000okw4"]

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Infographic

Iconic Companies Personalize Customer Experiences Using Data

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Tip Sheet

Building the Business Case for an Omnichannel Contact Center

TIP SHEETBuilding the Business Case for an Omnichannel Contact Center [cutoff co_thick="2px"]While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience.Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers.Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including:50% reduction in processing of duplicate messages across channels Over 20% increase in First Contact Resolution 15% increase in CSAT[mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000000Voyd"]

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Tip Sheet

Best Practices for Contact Center Routing

TIP SHEETBest Practices for Contact Center Routing [cutoff co_thick="2px"]Queue-based routing has many limitations. Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs and prioritize the most valuable customer interactions across channels.Download this tip sheet to learn how you can:Assign the right work to the right resource at the right time Improve first contact resolution (FCR), reduce average handle time (AHT) and increase Net Promoter Score (NPS) with agent-based routing Orchestrate customer experience with insight into customer activity across all channels with Genesys Routing[mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SdjYQAS"]

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Infographic

Future of CX and Technology Adoption in Leading Companies

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EBook

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

The Contact Center Manager’s Survival Guide to Omnichannel Customer Service [cutoff co_thick="2px"]Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision?Download this Survival Guide to learn:Six best practices to design and deliver omnichannel customer service The three R's of operationalizing omnichannel customer service - Resources, Routing and Reporting Business results you can achieve by moving to an omnichannel contact center[mktoform cta_header="Download Now!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001QeC9IAK"]

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White Paper

Human Factors in Business Process Automation

WHITE PAPERA New Approach to Back-Office Optimization [cutoff co_thick="2px"]Driving growth requires three elements: people, process and technology. Yet, many businesses focus mainly on process and technology.Traditional back office management tools—CRM, workflow and business process applications– can’t put your business ahead. When they pass tasks to people you lose visibility, efficiency, and customer satisfaction.See how increased focus on this human side of business process automation:Improves workforce productivity and satisfaction Reduces operational costs Increases sales conversions[mktoform ar_status="dynamic" cid_id="701U00000019w4b"]

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Blended AI by Genesys with Bot Chaining

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Blended AI by Genesys with Facebook Messenger Bot

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White Paper

Should You Update or Abandon Your Call Center ACD?

WHITE PAPERShould You Update or Abandon Your Call Center ACD? Why Companies Choose SIP-Based Contact Centers [cutoff co_thick="2px"]Choosing the right technology for your contact center infrastracture be daunting. Should you update your legacy call center ACD and applications? Or is it time to migrate to a SIP-based customer experience platform with powerful omnichannel capabilities?Modernizing your call center infrastructure with a SIP-based contact center solution can be the foundation for delivering world class customer service.Download this white paper to learn:Limitations of legacy call center ACDs Benefits of a SIP-based contact center solution Real-world examples of how SIP boosts efficiency, reduces costs, and enables you to provide optimal customer service[mktoform cta_header="Get the White Paper" cta_button="Download Now" ar_status="dynamic" cid_id="701U00000019wPA"]

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Blended AI by Genesys with Proactive Chatbot

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EBook

The Outbound Engagement Playbook—Proactive Communications

EBOOKThe Outbound Engagement PlaybookProactively Communicate with Your Customers and Deliver Great Customer Experiences [cutoff co_thick="2px"]What is an outbound engagement solution? An outbound engagement solution enables organizations to proactively communicate with customers across a variety of channels. By managing expectations and keeping customers informed throughout their journeys, you can increase customer satisfaction, reduce churn, and build profitable long-term customer relationships.This eBook will help you decide if an outbound engagement solution is right for you by covering the following areas:Challenges with outbound engagement Six key components Deployment types Use case studiesRead the Outbound Engagement Playbook to up your proactive communication game.[mktoform cta_header="GET IT TODAY!" ar_status="dynamic" cid_id="701U0000001A1aH"]

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Research Report

The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

FORRESTER TEI STUDYThe Total Economic ImpactTM of the Genesys Omnichannel Engagement Solution*A Multi-Company Cost Savings and Business Value Analysis for Enterprises [cutoff co_thick="2px"]The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Solution.Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernize their contact centers and deliver omnichannel customer experiences across voice and digital channels, touchpoints and journeys. According to the Forrester TEI study, enterprise customers are driving 158% ROI with a 12.8 month payback.Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Solution investment. Also learn how you can achieve the following benefits:50% reduction in customer abandonment at key points in the customer journey 12.5% improvement in agent handle time $20M+ reduction in infrastructure costs*A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016[mktoform cta_header="Get the Study" cta_button="Get it now!" ar_status="dynamic" cid_id="701U0000001A2qa"]

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Oracle Service Cloud Integration to PureConnect

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EBook

The Essential Guide to Contact Center Modernization

EBOOKThe Essential Guide to Contact Center ModernizationYour Guide to Evaluating, Selecting and Modernizing Your Contact Center to Deliver Exceptional Customer Experience [cutoff co_thick="2px"]What is a modern contact center?Whether you deploy an on-premises or cloud contact center, a modern contact center is one that improves the customer experiences (CX) your business delivers. The modernization process centers on making sure you’re able to support all the ways customers want to communicate with your business.Transformation in the contact center translates into a competitive advantage. Once you discover how to deliver a consistent, seamless, and personalized experience across all interactions–from self-service to agent-assisted interactions, you’ll quickly understand that omnichannel experiences can only come from modernizing your contact center.Do you need to:Improve customer satisfaction Lower costs Fuel growth Engage employeesGet the ebook and start delivering omnichannel experiences, personalized interactions, and journey-specific customer exchanges.[mktoform cta_header="Download Now" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="701U0000001fNar"]

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Tip Sheet

Four Steps to Make Customers Love Your Contact Center

TIP SHEETFour Steps to Make Customers Love Your Contact Center [cutoff co_thick="2px"]In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).Stuck with a legacy ACD, PBX or telephony call center? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call center into a next generation omnichannel engagement center:Assessing your current situation Determining the business benefits Selecting a deployment approach Updating your customer engagement environmentAn omnichannel engagement center solution offers business benefits such as lower costs and higher revenue—plus CX advantages such as shorter hold times, slashed abandonment rates, and a better Net Promoter Score.Get the Tip Sheet![mktoform cta_header="Download Now" cta_button="READ THE TIP SHEET!" ar_status="dynamic" cid_id="701U0000001fNaw"]

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EBook

7 Steps for Delivering Next-Generation Digital Customer Service

eBOOKSeven Steps for Delivering Next-Generation Digital Customer Service [cutoff co_thick="2px"]Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer.Download this eBook. Learn how you can:Design a successful digital customer engagement strategy Provide agents with a 360-degree view of the customer across all digital channels and voice Deliver omnichannel experiences that are personalized, context-based, and low-effort[mktoform cta_header="Get the eBook!" cta_button="Get it Now!" ar_status="dynamic" cid_id="701U0000001fNMa"]

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Executive Brief

Technology Roadmap for Omnichannel Customer Engagement

EXECUTIVE BRIEF FOR CIOs AND IT PROFESSIONALSTechnology Roadmap for Omnichannel Customer Engagement [cutoff co_thick="2px"]The once easy-to-manage call center has become an unwieldy patchwork of siloed digital and voice channels comprising of multi-vendor solutions, resulting in technical complexities and fragmented customer experiences.This executive brief provides guidance on:Adopting a system of engagement approach for omnichannel customer service Building a foundation for your self-service and assisted-service channels with a customer experience platform Delivering personalized customer experiences today’s tech-savvy customers expect[mktoform cta_header="Get the Executive Brief" cta_button="Check it out!" ar_status="dynamic" cid_id="701U0000001fPyg"]

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Executive Brief

Make Contact Center Card Payments Secure and Easy to Manage

EXECUTIVE BRIEFMake Contact Center Card Payments Secure and Easy to Manage [cutoff co_thick="2px"]Delivering a great customer experience includes making your customers feel secure. Organizations that fail to provide a secure system for IVR payments within their contact center expose themselves, their employees, and their customers to significant risk of theft and considerable fines.One area most vulnerable to security breach is call recording. Calls are recorded for a variety of reasons, including verifying information or agent training. Capturing payment card details without a PCI compliant self-service IVR may leave you and your customers open to a significant security breach.Learn how to record calls without capturing sensitive customer data. Download this executive brief to learn how to incorporate card payment security into your IVR that is both timely, cost effective to deploy and protects you and your customers.[mktoform cta_header="Download Now" cta_button="READ THE EXECUTIVE BRIEF" ar_status="dynamic" cid_id="701U0000001fQ7T"]

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Executive Brief

How the Intelligent Automation and the Genesys Voice Platform Work Together

EXECUTIVE BRIEFHow the Intelligent Automation and the Genesys Voice Platform Work Together [cutoff co_thick="2px"]Delivering great customer experiences includes streamlining your business processes to reduce customer effort throughout a call. Poorly designed and outdated Interactive Voice Response (IVR) increases customer effort, destroys customer satisfaction and results in higher cost to serve.The Genesys Intelligent Automation provides a complete environment to design, configure, test, deploy and manage IVR applications on Genesys Voice Platform (GVP). This is done through an intuitive, web-based interface designed specifically for non-technical users called the Genesys IVR Control Center. You get out of-the-box capability that delivers a cost-effective customer service approach along with a rapid return on investment.Download this executive brief to learn how the Genesys Intelligent Automation integrates with Genesys Voice Platform.[mktoform cta_header="Download Now" cta_button="GET THE EXECUTIVE BRIEF TODAY!" ar_status="dynamic" cid_id="701U0000001fQMn"]

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Video

Employee Engagement: A ‘nice to have’? Think again.

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White Paper

Rethink Queue-Based Routing In a Digital-First World

WHITE PAPERRethink Queue-Based Routing In a Digital-First World [cutoff co_thick="2px"]Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centers are now constrained by this approach.Contact center routing is the foundation for delivering personalized, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee.This white paper discusses how you can:Overcome limitations of queue-based routing with true Omnichannel routing Design personalized, low effort, end-to-end customer journeys Match your customers with the best available resource at the right time in the right channel[mktoform cta_header="Get the White Paper" cta_button="Check it out!" ar_status="dynamic" cid_id="7010B000001gL52"]

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EBook

How An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service

eBOOKHow An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service [cutoff co_thick="2px"]Multiple, disparate systems for voice, mobile, web chat, self-service, social media, CRM, etc., each with their own user interface, makes it difficult for contact center agents to deliver effortless customer service. They have to constantly switch between applications to find account information, access the knowledge base or reach their supervisor, requiring customers to be on hold and increase average handle time.Download this eBook to learn:What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS[mktoform cta_header="DOWNLOAD THE EBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="701U0000001fQjw"]

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Infographic

The PureCloud Ripple Effect-ROI You Can See

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Executive Brief

Five Ways to Improve Outbound Engagement and Customer Experience–Mobile

EXECUTIVE BRIEFFive ways to improve outbound engagement and customer experiences with mobile [cutoff co_thick="2px"]Modify your communication strategy to reflect transformations in customer behavior. By proactively engaging with customers over mobile channels, your business can improve your ability to reach customers and increase important metrics like contact and response rates, revenue, customer loyalty, and satisfaction.Download this Genesys executive brief to learn how to incorporate mobile strategies into your outbound communications in order to provide better customer experience.[mktoform cta_header="GET THE EXECUTIVE BRIEF TODAY!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fR33"]

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Tip Sheet

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

TIP SHEETFive Ways to Keep Customer Data Secure with a PCI DSS-Compliant Contact Center [cutoff co_thick="2px"]If you deal with sensitive data, conforming to the PCI DSS-compliance standards to safeguard your customers and protect your brand is a top priority. Data security is not just for large organizations -- it is for companies of any size that process, transmit, or store credit card data or personal information.If your contact center isn’t compliant, you could damage your brand, jeopardize your customers’ trust, and cripple your business with extreme fines.Don’t lose your customer’s trust. Download this tip sheet to learn five ways you can gain and maintain compliance—and peace of mind for your customers and business.[mktoform cta_header="GET THE TIP SHEET TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000001fRd6"]

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EBook

The Healthcare Provider’s Guide to Omnichannel Customer Experience

EBOOKThe Healthcare Provider’s Guide to Omnichannel Customer Experience [cutoff co_thick="2px"]Good communication is the cornerstone of a healthy relationship between you and your customer or patient. Key to this communication is being able to preserve the context of previous interactions across all channels that the customer uses to communicate. How many communication channels are you being asked to use with your customers as they jump from mobile to phone, office to hospital to email?Download this ebook to learn how to:Eliminate disconnected channels that create high-effort experiences for your customers Use the latest in proactive messaging to reduce missed appointments and unpaid bills Meet today’s customers’ demand for an omnichannel experience[mktoform cta_header="GET THE E-BOOK TODAY!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001fTP8"]

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EBook

The Healthcare Provider’s Guide to Resource Management

EBOOKThe Healthcare Provider’s Guide to Resource Management(Optional) Sub Title [cutoff co_thick="2px"]Healthcare providers face the daunting task of providing high-quality care to patients, a well-run establishment for personnel, and an efficient and effective business for management or shareholders. Fortunately, healthcare providers can implement the same workforce optimization and sophisticated task management solutions used by thousands of enterprises to improve both their customer experience (CX) and their efficiency.Download this ebook to learn how to improve efficiency in:Work item routing Resource management Facilities management[mktoform cta_header="GET THE E-BOOK TODAY!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001fTPD"]

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EBook

The Healthcare Provider’s Guide to Revenue and Compliance Management

EBOOKThe Healthcare Provider’s Guide to Revenue and Compliance Management [cutoff co_thick="2px"]The financial paradigm in healthcare has changed dramatically in recent years: more of the financial burden has shifted to patients; individual insurance policies have proliferated; consolidation among hospitals and clinical groups continue to make revenue management more complex and demanding. At the same time, the need for strict regulatory compliance continues, unabated.Download this e-book to learn how to:Conduct collections using the most appropriate communication channels Manage staff to minimize compliance risk and increase efficiency[mktoform cta_header="GET THE E-BOOK TODAY!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001fTPS"]

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EBook

The Omnichannel Customer Engagement Playbook

The Omnichannel Customer Engagement Playbook [cutoff co_thick="2px"]The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact center today has nine communication channels. While customers appreciate having multiple channels to choose from, they expect seamless experiences as they navigate between them.This playbook discusses omnichannel customer engagement requirements for mid-size and large contact center environments, from 250 to 5000+ seats. Download now. You will learn:8 questions to help you determine whether your contact center is truly omnichannel How to deliver seamless, personalized CX across digital and voice channels ROI and business benefits of omnichannel customer engagement Insights from success stories of industry leaders such as Ticketmaster, Marks and Spencer and DNB[mktoform cta_header="GET THE PLAYBOOK" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001YBtw"]

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EBook

Business Optimization with Genesys Enterprise Workload Management

EBOOKBusiness Optimization with Genesys Enterprise Workload ManagementA Genesys Customer Results eBook [cutoff co_thick="2px"]Many businesses struggle to efficiently manage CRM cases, work items and customer interactions, which negatively impacts employee performance and the overall customer experience. Genesys customers across industries and around the world who have used Enterprise Workload Management to make one or two key changes in their business processes have achieved impressive results, including:Increased employee productivity Reduced service backlogs Improved employee engagement Positive customer experiences and raised customer loyalty scoresThis eBook shares key changes some Genesys customers have made to their business strategies with the help of Genesys Enterprise Workload Management, and the remarkable benefits they have achieved.[mktoform ar_status="dynamic"]

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Tip Sheet

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

TIP SHEETTips for Evaluating and Choosing the Right Contact Center Solution in the CloudWhy Cost Isn’t the Only Justification for Deciding Between Cloud and On-Premises Deployment [cutoff co_thick="2px"]The debate has raged for years over the cost of a cloud contact center versus on-premises contact center deployment. Based on the latest Ovum research, a majority of businesses would indeed reduce costs through cloud deployment. Yet cost alone is not the only factor to consider when choosing between cloud or on-premises deployment.Every company has their own set of requirements and constraints that affect the decision to move to the cloud or further invest in an on-premises model. This tip sheet will help you decide what is important in the decision-making process, including:What are your customers demanding Industry trends Mapping your situation to the latest researchChoose the right vendor and technology platform that supports your business needs and customer demands.Download the tip sheet today![mktoform cta_header="GET THE TIP SHEET TODAY!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001YDXn"]

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Executive Brief

Four Reasons to Consider Genesys Interaction Recording

Executive BriefFour Reasons to Consider Genesys Interaction Recording [cutoff co_thick="2px"]A reliable recording solution is a critical component of your customer experience platform for ensuring compliance with regulations and required procedures. It also helps you continuously improve employee performance and customer experience through quality management and interaction analytics.Yet, recording systems that aren’t natively integrated into the contact center platform (“third-party” recording) often create challenges resulting from lack of integration, as well as a high total cost of ownership.This Executive Brief provides an overview of challenges with third-party recording systems and explains how you can resolve these issues and realize significant benefits by migrating to Genesys Interaction Recording as part of the integrated Genesys Customer Experience Platform.[mktoform ar_status="dynamic" cid_id="701U0000001YBqx"]

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White Paper

Roadmap for Omnichannel Customer Engagement

BUSINESS WHITE PAPER[this_page_title]A Practical Guide to Modernizing Your Contact Center and Delivering Omnichannel Customer Experiences [cutoff co_thick="2px"]With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernize your contact center infrastructure for omnichannel customer engagement right away.With an integrated customer experience platform in place that supports multimodality, orchestrated routing and journey management, you can deliver omnichannel CX, increase employee engagement, and optimize business processes and performance. This white paper discusses:How to evaluate existing systems and define omnichannel CX requirements How an integrated customer experience platform for all digital channels and voice is the foundation for omnichannel engagement Success stories of industry leaders that have made the move[mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001AO4w"]

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EBook

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

eBookContact Center Economics and the CloudMove to the Cloud with Confidence [cutoff co_thick="2px"]If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including:The size of your contact center, and business requirements such as customer journey management The location and quantity of contact centers being managed The need for scalability, speed of deployment, and maintenance requirementsRead the eBook today![mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000001YDY2"]

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EBook

Ten Considerations for Moving Your Contact Center to the Cloud

EBOOKTen Considerations for Moving Your Contact Center to the CloudMigrate Your Contact Center to the Cloud with Confidence [cutoff co_thick="2px"]The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact center’s inevitable move to the cloud?Choosing the right contact center partner will ensure your cloud journey success. Do you know how to find the right contact center partner to help move to the cloud?This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact center. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.[mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YEyp"]

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EBook

Three Steps to Humanizing Today’s Omnichannel Shopping Experience eBook

EBOOKThree Steps to Humanizing Today’s Omnichannel Shopping Experience eBook [cutoff co_thick="2px"]For many retailers adopting a mobile-first strategy is their number one priority, as trends point to a progressively more important role for smartphones. At the same time, they continue to expand the number of channels they offer across digital, store and contact center and to adopt new hybrid models, like “phygital.”However, this is driving shoppers to increasingly use multiple channels in a single purchase journey. Consumers now want to seamlessly move between these channels, whether it’s for research, comparison, purchasing or after-sales support.So how do you maintain a consistent, personalized and engaging experience across this omnichannel retail landscape that seamlessly enables a great customer experience, and also efficiently drives increased sales? Download this eBook to learn how to:More effectively manage the consumers’ journeys in and across channels: digital, telephone and face-to-face Proactively engage with consumers to reduce their effort and improve your efficiency Drive increased revenue through consistently managing the consumers’ experiences across the omnichannel environment[mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD" ar_status="dynamic" cid_id="7010B000001YEXN"]

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EBook

Contact Center Employee Engagement Playbook

Contact Center Employee Engagement Playbook [cutoff co_thick="2px"]Today’s consumer expects a seamless, omnichannel experience. Many contact centers still operate multiple channels in silos. Employees have to switch between different applications to solve a customer service issue which can lead to inefficiencies and sometimes, low morale.Your workforce is potentially your most strategic asset in the contact center. When employees are engaged and enabled to do their jobs well, they tend to stay longer. Engaged employees have the potential to positively influence every customer conversation. This playbook discusses:7 ways technology can boost employee engagement How you can empower your employees with the right tools to deliver great customer experiences How to increase employee engagement and enjoy the associated benefits -- from improved staff retention to lowering costs[mktoform cta_header="GET THE PLAYBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001YGwf"]

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White Paper

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

THOUGHT LEADERSHIP PAPERForrester Paper: The Case For Omnichannel Self-ServiceHow Empowering Customers Across Channels Enables Organizations to Succeed in the Age of the Customer [cutoff co_thick="2px"]In the Age of the Customer, customers control the conversation with the companies they choose to do business with. Customers demand guided, personalized, contextual experiences on the channel they prefer.According to a recent Forrester Consulting study, 77% of customers say that valuing their time is the most important thing a company can do to provide good customer service. Companies that are able to provide exceptional customer service experiences that align with those expectations reap the rewards of customer satisfaction and loyalty.Download this Forrester Consulting thought leadership paper, commissioned by Genesys, to discover key findings from the study regarding how omnichannel shapes customer experience and increases business success, as well as:The reason omnichannel self-service is so critical in this Age of the Customer How businesses that embrace omnichannel self-service can gain an advantage over their competition How omnichannel companies perform against their business priorities[mktoform cta_header="GET THE FORRESTER PAPER TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YHMd"]

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EBook

Busting the Top 10 Myths of Omnichannel Customer Engagement

eBOOKBusting the Top 10 Myths of Omnichannel Customer Engagement[cutoff co_thick="2px"]Call centers of yesterday have evolved into multichannel contact centers and a few have transformed into omnichannel engagement centers. Understanding the difference between “multichannel” and “omnichannel" is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect.Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement including:A multichannel contact center is same as an omnichannel contact center Omnichannel customer engagement is the responsibility of the CRM Implementing omnichannel customer engagement is complex and expensive[mktoform cta_header="GET THE EBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001YIYF"]

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EBook

Optimize Customer Engagement with a Cloud Contact Center

EBOOKOptimize Customer Engagement with a Cloud Contact CenterThe Cloud Enables Increased Responsiveness [cutoff co_thick="2px"]The cloud gives you the power to provide better customer experiences. Yet, selecting the right solution provider, one that can ensure business continuity, maximize business agility, and provide maximum data security and regulatory compliance, is key to making a successful switch to the cloud. We will help you evaluate the following:How do you maintain business continuity when your enterprise applications are hosted in the cloud? What cost savings are you likely to realize through a cloud-based model? How can you maximize flexibility and agility for your business, as needs change? How do you manage security and compliance?Download the eBook to learn how a cloud contact center can add capabilities and new efficiencies, increase the caliber of your customer experience, and build loyalty.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="7010B000001YKPA"]

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Research Report

The Inner Circle Guide to Omnichannel Customer Contact

A ContactBabel ReportThe Inner Circle Guide to Omnichannel Customer Contact [cutoff co_thick="2px"]Recent years have seen the word ‘omnichannel’ described as the goal of customers being able to contact (and be contacted) through any channel they choose - switching between them during the interaction as appropriate, while taking any relevant data and history along with them - with a single, unified view of the customer’s journey being available to the agent or self-service system.The Inner Circle Guide to Omnichannel Customer Contact is a research report aimed at providing insights into:Overcoming the inhibitors to omnichannel The reality of implementing an omnichannel customer engagement solution Products available and an appraisal of solution providers Proving ROI[mktoform cta_header="GET THE REPORT" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001YNKc"]

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Executive Brief

Personalized IVR for Improved Customer Experience

EXECUTIVE BRIEFPersonalized IVR for Improved Customer ExperienceHow to Break Through Roadblocks to Great Self-Service IVR [cutoff co_thick="2px"]For most businesses, a traditional interactive voice response (IVR) is a one-size-fits-all approach that usually falls short of customer expectations. It’s cumbersome to manage, with long and expensive cycles for simple updates. It’s also known for its negative impact on customer satisfaction scores and ultimately, loyalty. How much is it costing your business?With omnichannel self-service, the Genesys Customer Experience Platform can give your customers an experience that’s tailored to their needs at any point in their journey, instantly change call flows and prompts, and use personalized personas to act on the insights into each customer’s journeyDownload the executive brief and learn how to make self-service IVR the foundation of your omnichannel strategy.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF!" ar_status="dynamic" cid_id="7010B000001YPfl"]

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Research Report

Increase Customer Service Agility with Cloud Contact Centers

FORRESTER REPORTIncrease Customer Service Agility with Cloud Contact Centers [cutoff co_thick="2px"]The need to connect customers on their channel of choice with contact center agents is rapidly becoming a requirement to compete in the age of the customer. Cloud delivery can provide an agile platform so that you can focus your energy on great customer service, not technology.Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service.Get the Forrester report that discusses:Why the case for cloud contact centers is growing How to address resistance to CCIM change What to expect from your cloud contact center provider[mktoform cta_header="GET THE FORRESTER REPORT" cta_button="READ IT NOW!" ar_status="dynamic" cid_id="7010B000001YSwl"]

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How Omnichannel Routing Enables Seamless Customer Experience

How Omnichannel Routing Enables Seamless Customer ExperienceBalance System Stability and Business Agility to Meet Growing Customer Expectations [cutoff co_thick="2px"]According to the Dimension Data 2016 Global Contact Centre Benchmarking Report, the average enterprise-level contact center now supports nine communication channels, and customers expect seamless engagement with personalized, contextual interactions across all of them. Read this white paper to see how queue-based routing limits your ability to deliver seamless engagement and how omnichannel routing can help you:Connect conversations and provide consistent customer experiences across channels Ensure system stability while reducing total cost of ownership Enable continuous improvement[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE WHITE PAPER!" ar_status="dynamic" cid_id="7010B000001YS2G"]

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Research Report

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

OVUM REPORTThe Total Cost of Ownership of Cloud- and Premise-Based Contact Center PlatformsA look at the five-year cost comparisons for technology infrastructure deployment [cutoff co_thick="2px"]Total cost of ownership (TCO) is a major consideration for organizations evaluating the pros and cons of cloud-based contact center infrastructure deployment versus an on-premise solution. According to this report, for a 50-seat contact center the average cloud platform costs approximately $150,000 less in year 1 and up to $300,000 by year 5.This Ovum report also discusses:Which deployment model is right for small, midsize, and large contact centers, based on low, medium or high technology footprint requirements How cloud-based systems are much quicker to deploy and can scale up or down in response to changing business conditions How cloud drives a quicker innovation cycle[mktoform cta_header="GET THE OVUM REPORT" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001YSaG"]

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EBook

5 Tech Trends Redefining the Customer Experience

eBook5 Tech Trends Redefining the Customer Experience [cutoff co_thick="2px"]We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to a new spin on old ideas, hot topics boil down to five key trends that will define the customer experience going forward.In this ebook, learn:Five trends will have the biggest impact on customer experience How to use machine learning to detect patterns and trends to deliver the next great customer experiences How to future-proof your contact center and adapt to changing customer needs[mktoform cta_header="FREE EBOOK" cta_button="READ IT NOW!" ar_status="dynamic" cid_id="7010B000001YSi5"]

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EBook

Are You Delivering an Exceptional Customer Experience?

FROST & SULLIVAN REPORTAre You Delivering an Exceptional Customer Experience?SMBs Should Look to the Cloud for Simplicity and Success [cutoff co_thick="2px"]Small and mid-size businesses have one clear advantage when competing against larger enterprises: the ability to deliver an exceptional customer experience. Today’s business leaders know that customers can switch loyalties with a single swipe. They also know that buyers want companies to meet them on their turf - be it through social media, mobile devices or other, more traditional, channels.Get this report now to learn how you can:Deliver omnichannel customer experiences with a cloud-based model Empower your team to deliver exceptional customer experiences Benefit from an all-in-one cloud contact center solution[mktoform cta_header="GET THE FROST & SULLIVAN REPORT" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001YShv"]

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EBook

Omnichannel Is No Longer Optional

eBookOmnichannel Is No Longer OptionalConnecting the Contact Center Customer Experience [cutoff co_thick="2px"]The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer complaints. Whether through phone, email, social media, or other web interactions, it is vital for successful companies to provide consistent and effective cross-channel customer service.Get this ebook to learn how small and midsize businesses can:Manage customer expectations in an always-on digital world Empower employees to deliver consistent cross-channel customer service Deliver happy customer experiences with an all-in-one cloud contact center solution[mktoform cta_header="LEARN MORE!" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001YUOc"]

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White Paper

PureCloud Competitive Advantages

White PaperPureCloud Competitive Advantages [cutoff co_thick="2px"]PureCloud by Genesys is a unified all-in-one customer engagement and employee collaboration solution that is intuitive, easy to use and deploys rapidly. It is designed to help you deliver consistent, seamless, and personalized customer experiences. PureCloud is a powerful, award-winning cloud contact center platform designed to help businesses:Connect with customers, manage relationships, and see trends using one simple platform Empower employees with valuable real time information Gain a competitive edgeDownload this white paper to learn more about the many robust features and capabilities that PureCloud has to offer.[mktoform cta_header="Download the white paper today" cta_button="Download the white paper" ar_status="dynamic" cid_id="7010B000001YUOX"]

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EBook

Keeping Pace With The Modern Customer

eBookKeeping Pace With The Modern Customer [cutoff co_thick="2px"]Your customers’ expectations are higher than ever. The millennial generation demands ease, speed and consistency, no matter how they choose to connect with companies.Instead of facing the problem head-on, companies have tried to adapt their aging software by simply bolting on new channels (and software) as needed. As with any “Frankenstein” approach, the resulting contact center becomes a slow-moving monster, full of disjointed parts. It’s time to dismantle the monster—tool by tool, process by process—to find out exactly what is holding the contact center back.Get this eBook now. Learn how you can:Stay ahead of the curve with a cloud based contact center Deliver seamless experiences across voice, web, email, social, and mobile. Empower agents with the tools they need to fulfill the high expectations of millennial customers[mktoform cta_header="READ IT TODAY" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001YSiK"]

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EBook

Engage With Customers in an Ultra-Connected Era

eBookEngage With Customers in an Ultra-Connected Era [cutoff co_thick="2px"]Your customers are ultra-connected. Make sure you are as well.Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media.Get this eBook now to learn:How to engage with your customers in an ultra-connected world How to make your customer engagement operations easy and efficient Why it’s time for an all-in-one cloud contact center solution[mktoform cta_header="GET THE EBOOK TODAY!" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001YSiF"]

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Research Report

Plan Now for Customer Service in 2021

Forrester ReportPlan Now for Customer Service in 2021 [cutoff co_thick="2px"]Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will seem normal for their customers in five years.By 2021, the internet of things (IoT) will have transformed many companies from being products-based to services-based. Rather than wait for the future to arrive, you need to start planning for tomorrow’s technology today.Read the Forrester Research report now. It discusses:CHECK IT OUT!Service experiences your customers will expect in 2021 Five technologies that will reshape customer service by 2021 Three steps to help you get started[mktoform cta_header="GET THE FORRESTER REPORT" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001gGTW"]

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Executive Brief

Five Ways True Omnichannel Routing Can Improve Your Customer Experience

Five Ways True Omnichannel Routing Can Improve Your Customer Experience [cutoff co_thick="2px"]Across every industry, customer experience has become the most powerful competitive differentiator. In fact, 78% of businesses recognize customer experience as their most important strategic performance measure, according to a recent Dimension Data Global Contact Centre Benchmarking Report. With customer expectations reaching new heights, every interaction with your brand should be convenient, seamless, and personalized. Routing is a key engine to ensure that your customers connect with the right expert, every time and on any channel.Read this executive brief to learn five ways true omnichannel routing can help you deliver a better customer service. Learn how to:Connect conversations that provide consistent and context-rich customer experiences across all channels Reduce total cost of ownership (TCO) through automation and efficiency Improve business-IT collaboration Increase business agility[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF" ar_status="dynamic" cid_id="7010B000001YWHd"]

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EBook

The Guide to Omnichannel Customer Engagement

eBookThe Guide to Omnichannel Customer Engagement [cutoff co_thick="2px"]As your customers interact with your brand through a variety of channels, they want one thing from you: a consistent, personalized experience. With digital channels available to consumers 24/7, it’s critical for contact center customer service providers to master omnichannel service to create a seamless, informed experience no matter how the customer chooses to interact with you. Read this eBook to learn:Three essential steps to drive omnichannel customer engagement Tools to support convenient and seamless transitions for your customers across all channels The benefits of real-time visibility across all customer interaction types—including digital and voice[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE eBOOK" ar_status="dynamic" cid_id="7010B000001gKND"]

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EBook

Solving the Contact Center Desktop Disaster

eBookSolving the Contact Center Desktop Disaster [cutoff co_thick="2px"]The agent desktop disaster dilemma is not an unsolvable riddle. Uniting the dozens of applications that your contact center agents use can consolidate customer information and greatly improve the customer experience. An all-in-one desktop is the foundation to becoming a digitally mature and customer-focused organization, especially when part of your broader omnichannel engagement strategy.A single desktop solution isn’t only about today—it’s about the future of your business. Read this eBook to learn:How to achieve the “ideal" customer journey through a consolidated view How to select the right tools to empower your employees, while matching your customer preferences and your unique business goals The benefits of an omnichannel strategy as a single, all-in-one desktop[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE eBOOK" ar_status="dynamic" cid_id="7010B000001gKNI"]

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Research Report

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

Frost & Sullivan Award2016 North American Cloud Contact Center Visionary Innovation Leadership Award [cutoff co_thick="2px"]For the North American Cloud Contact Center Visionary Innovation Leadership Award, Frost & Sullivan analysts independently evaluated two key factors—Focus on the Future Best Practices ImplementationAccording to Frost & Sullivan, "Interactive Intelligence has produced a winner with the strategy behind the design of PureCloud. Its rapid scalability, flexibility, ease of use, and affordability address key needs in the market. With its strong overall performance and potential to increase its market presence with PureCloud, Interactive Intelligence has earned Frost & Sullivans 2016 Visionary Innovation Leadership Award for Cloud Contact Centers.”[mktoform cta_header="See the Frost & Sullivan Award" cta_button="READ NOW" ar_status="dynamic" cid_id="7010B000001gKSm"]

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White Paper

Defining and Using Asynchronous Messaging

White PaperDefining and Using Asynchronous Messaging [cutoff co_thick="2px"]In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency.Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable.To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context.Download this white paper to learn about:6 benefits to asynchronous messaging in B2C customer experience and operations Incorporating asynchronous messaging into your unique business needs Functional and architectural requirements to effectively leverage asynchronous messaging in your customer experience strategy[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD WHITE PAPER" ar_status="dynamic" cid_id="7010B000001gLBU"]

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Research Report

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

Analyst ReportNext Generation CRM: Moving From A System Of Record To A System Of Engagement [cutoff co_thick="2px"]Customers today are more empowered than ever and demand personalized experiences. Customer relationships have become more complex as companies now use multiple systems to capture customer insights across numerous channels. To maximize the value of CRM, businesses must address these complexities and make more efficient use of their resources.Read this Aberdeen report and learn:How to convert your CRM from a system of record to a system of engagement How CRM and contact center together can move the needle in delivering great customer experiences Real-life examples of what companies achieve with next-generation CRM[mktoform cta_header="GET THE ABERDEEN REPORT" cta_button="READ NOW" ar_status="dynamic" cid_id="7010B000001gMpa"]

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EBook

Not All Cloud Contact Center Platforms Are Created Equal

eBookNot All Cloud Contact Center Platforms Are Created Equal [cutoff co_thick="2px"]Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important.Download this eBook and learn:How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that far exceed those of previous generations The benefits of utilizing a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact center platform[mktoform cta_header="FREE EBOOK" cta_button="READ MORE" ar_status="dynamic" cid_id="7010B000001gN4f"]

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Practical Guide

Genesys Intelligent Automation Microapps Catalogue

Genesys Intelligent Automation Microapps Catalogue [cutoff co_thick="2px"]The Genesys Intelligent Automation offers a range of pre-built, configurable microapps to be incorporated on both voice and digital channels, including chat, social media, web and mobile.When combined using the Genesys Intelligent Automation, microapps facilitate personalized and context-rich interactions across all channel for a seamless customer experience.Download this catalogue now to gain access to 80+ microapps based on industry best practices and reduce your time-to-market by 70%![mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001gNh3"]

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Executive Brief

Ten Reasons To Choose PureCloud by Genesys

Executive BriefTen Reasons To Choose PureCloud by Genesys [cutoff co_thick="2px"]Whether you want to replace a legacy contact center solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.This executive brief discusses how PureCloud can help you:Bridge silos for collaboration via chat, video and calls with an all-in-one solution Add new capabilities instantly as PureCloud is a true, native cloud 2.0 solution built using microservices architecure Get up and running in days, not months using built-in best practices and multiple deployment options[mktoform cta_header="READ NOW!" cta_button="READ NOW!" ar_status="dynamic" cid_id="7010B000001gPXp"]

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Research Report

How to be a Customer Experience Leader – Getting to Iconic

MIT Technology ReviewGetting to Iconic: How world-leading brands balance talent and technology for CX excellence [cutoff co_thick="2px"]Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources.This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement.Read the report to get a detailed look at:The strategies that differentiates an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adoption What it takes to stay Iconic using talent and technology[mktoform cta_header="GET THE REPORT" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SGD7"]

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White Paper

Strategic Planning Must be More Than an Annual Exercise

Strategic Planning Must be More Than an Annual Exercise [cutoff co_thick="2px"]An earlier paper, “A New Definition of Workforce Management,” observed the theory of the “two facets” of contact center operations: the need for the right number of employees on staff, in combination with the ability to use these employees effectively.These activities are equally important as they help a contact center operation achieve its service and financial goals. Because most centers tend to emphasize their shorter term planning and management efforts, the focus here will be on the longer term strategic planning process. This white paper will help you to understand:The importance of change in strategic planning The value of speed in the strategic planning process The role of workforce management in the strategic planning process[mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SHCS"]

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White Paper

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

Omnichannel Contact Center – a Powerful Tool to Increase Sales that Greek Internet Shops Still Ignore [cutoff co_thick="2px"]Greek online stores are unnecessarily preparing for profits: they do not try to contact proactively creditworthy customers who put the goods into the basket and therefore the purchase is not completed. Additionally, prospective customers know nothing because the stores do not investigate customer behavior during the purchase process.Genesys conducted an experiment in the Greek Market with 119 of the top online or hybrid retailers in Greece by registering on their websites, giving an email and phone number, shopping for approximately 220, 00 Euros worth of merchandise, and then abandoning the shopping carts. In this study, only 14% of retailers communicated within 24 hours and 86% of retailers failed to communicate even within a one-week window. Far less than half (8%) of the retailers questioned told the customer that they had no visibility into the abandoned shopping cart and so they couldn’t answer any questions or clarify any product specifications that would help conclude the sale. Only 14% of the stores offered the customer an active chat.If you are interested in detailed results and wish to learn how to get customers to complete online purchases or how to sell them more, download the enclosed study.[mktoform cta_header="RESULTS TO DOWNLOAD" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7010B000001SEtk"]

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White Paper

Abandoned Shopping Basket Survey White paper Romania

How are online shops taking care of their customers?Genesys survey reveals Romanian internet shops are not using the tools to increase their sales. [cutoff co_thick="2px"]Romanian online stores are unnecessarily preparing for profits: they do not try to contact proactively creditworthy customers who put the goods into the basket and therefore the purchase is not completed. Additionally, prospective customers know nothing because the stores do not investigate customer behavior during the purchase process.Genesys conducted an experiment in the Romanian Market with major top online retailers in Romania by registering on their websites, giving an email and phone number, shopping for approximatelly 850 LEI worth of merchandise, and then abandoning the shopping carts..If you are interested in detailed results and wish to learn how to get customers to complete online purchases or how to sell them more, download the study.[mktoform cta_header="RESULTS TO DOWNLOAD" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7010B000001SGEF"]

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Industry Report

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

The US Contact Center Decision-Makers’ Guide 2017: The Virtual Contact Centers & Homeworking Chapter [cutoff co_thick="2px"]The "US Contact Center Decision-Makers Guide (2017 - 10th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. This chapter helps you assess how your business can benefit from using a virtual contact center and homeworking.See how virtual contact centers and homeworking can provide a compelling solution for integrating contact centers, reducing agent churn, improving agent quality, better handling call spikes, extending contact center hours and expanding your contact center. .Download this white paper and learn:The costs and advantages of using a virtual contact center model How to future-proof your contact center for a changing environment The virtual contact center and homeworking trends over time[mktoform cta_header="GET THE REPORT" cta_button="GET THE REPORT" ar_status="dynamic" cid_id="7010B000001SJIJ"]

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Video

Welcome to PureCloud for Salesforce

Welcome to PureCloud for Salesforce [cutoff co_thick="2px"]You’re already using Salesforce—it’s a trusted solution and an important tool for your business. But if youre using a CRM to communicate with customers, youre doing it wrong. It’s time to transform into a customer engagement center with omnichannel capabilities and rich context on the customer journey. By combining the power of PureCloud with Salesforce, you can get a 360-degree view of your customer and provide the personalized service they expect.Introduce an omnichannel strategy that lets you engage customers over voice, chat, and email. Leverage customer data in meaningful ways. Put powerful call controls at your employees’ fingertips while letting them continue to work in the SFDC interface they’re used to. Give teams a consolidated view from which to work.Watch why PureCloud and Salesforce are the perfect pair for true customer engagement. [embed]https://www.youtube.com/embed/tFGTokxZiL0[/embed]Get the Datasheet Read more about what PureCloud for Salesforce offers, and how it can help your business execute an onminchannel strategy and deliver personalized customer service. DOWNLOAD NOW.responsive-video { overflow: hidden; padding-bottom: 56.25%; position: relative; height: 0; margin-bottom: 2em; } .responsive-video iframe { left: 0; top: 0; height: 100%; width: 100%; position: absolute; }[mktoform cta_header="TRY FOR FREE" cta_button="REQUEST YOUR FREE TRIAL" ar_status="dynamic" cid_id="7010B000001SIjo"]

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Executive Brief

7 Steps to Omnichannel Self-Service: Make it Personal

7 Steps to Omnichannel Self-Service: Make it Personal [cutoff co_thick="2px"]Automation plays a vital role in enabling omnichannel self-service experiences, but chatbots alone can’t understand everything or perform all tasks that it takes to make a great experience. Combining AI and automation creates a seamless transition between bots and live agents—and a much better experience for your customers.Not sure where to begin? Learn the 7 key steps for controlling costs and meeting customer expectations, including:Double self-service with personalization and personas Empower business users to make fast changes to your IVR Use self-service channels to offer fast access to new products[mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SGqW"]

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EBook

Blended AI for Customer Experience

Blended AI for Customer ExperienceBots and automation collide with the power of human touch [cutoff co_thick="2px"]Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you:Personalize self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SHjO"]

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EBook

The truth about cloud in small contact centers

The truth about cloud in small contact centers [cutoff co_thick="2px"]The cloud can radically improve your customer experience, operations and bottom line. And those reasons prompt many organizations to take advantage of the benefits of cloud for contact centers.This eBook focuses on two profiles for small contact centers—small businesses and “small of large” businesses, or small contact centers that are part of much larger enterprises. Get key insights from independent market research to make the case on why you should take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize an ROI in as little as three months.Download this eBook and learn:How to calculate ROI and time-to-value in different types of small contact center profiles What factors to consider when selecting a cloud vendor Three common myths about the cloud[mktoform cta_header="FREE EBOOK" cta_button="READ MORE" ar_status="dynamic" cid_id="7010B000001SK5j"]

The 2017 us contact center decision makers guide genesys self service gold resource center en

Research Report

Break Through AI Misconceptions

Break Through AI Misconceptions [cutoff co_thick="2px"]When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions.When you evaluate AI technologies, consider these facts:Bots working with human agents enables a seamless customer journey Automated self-service costs as little as 20 cents per interaction A single platform makes it easier to deliver personalized, proactive and predictive experiencesSee how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SH6Z"]

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Research Report

Artificial Intelligence with the Human Touch

Artificial Intelligence with the Human TouchBlend AI with Human Agents to Improve Both Customer and Agent Satisfaction [cutoff co_thick="2px"]Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SKgB"]

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Research Report

Genesys PureCloud Makes Omnichannel Accessible

Genesys PureCloud Makes Omnichannel Accessible [cutoff co_thick="2px"]PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.From rapid cloud deployment to rolling software updates, PureCloud enables best-in-class customer experiences today and well into the future. Read the full report to learn more about:PureCloud tools like automated omnichannel routing, social channel management, outbound dialing, integration with other software and analytics and reporting. Benefits of the platform such as lower costs, increased flexibility, improved time to value, and better workforce optimization. Current customer success stories and the future of PureCloud.[mktoform cta_header="Get the Report" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SJYg"]

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Industry Report

Discover the advantage of true omnichannel routing

Discover the advantage of true omnichannel routing [cutoff co_thick="2px"]Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.Learn how you can move beyond single interactions with true omnichannel routing:Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency Enable seamless transitions between digital self-service and live employee contact Replace single, random interactions with thoughtfully designed and optimized customer journeysDiscover the benefits of true omnichannel routing in the new analyst guide, The ContactBabel US Contact Center Decision-Makers’ Guide 2017.[mktoform ar_status="dynamic" cid_id="7010B000001SGRx"]

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White Paper

Customer Engagement is Ripe for Change

Frost & Sullivan White PaperCustomer Engagement is Ripe for ChangeIs Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to:Identify process changes and goals with lines of business Benchmark your current infrastructure and technology gaps Consider cloud omnichannel solutions for easier deployments and simple scalability[cutoff co_thick="2px"][mktoform cta_header="Read the White Paper" cta_button="DOWNLOAD THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLIy"]

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White Paper

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

Frost & Sullivan White PaperUpdate Your Contact Center Today or Risk Losing Business Tomorrow [cutoff co_thick="2px"] Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow. Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions. Read this white paper from Frost & Sullivan and learn how to:Assess the risks, benefits and any technology gaps before moving forward Create a blueprint for success and action plans with clear metrics Consider cloud omnichannel solutions for easier deployments and simple scalability[mktoform cta_header="Read the White Paper" cta_button="Download the White Paper" ar_status="dynamic" cid_id="7010B000001SKlG"]

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White Paper

The ContactBabel Inner Circle Guide to Multichannel Workforce Optimization

The ContactBabel Inner Circle Guide to Multichannel Workforce Optimization [cutoff co_thick="2px"]Finding the right focus for workforce optimization (WFO) may not be obvious. Your customers want fast service. Your agents want to provide efficient and quality service. And don’t forget the back-office impact on customer experience. With the right strategy for successful WFO, any size of business can win with workforce optimization across your organization.Set Up Your Workforce for SuccessGet a jump on understanding this critical area of customer experience with a new analyst guide, The Inner Circle Guide to Multichannel Workforce Optimization. It’s an in-depth examination of key operational issues, with guidance on how to:Improve the quality of agent and customer interactions Enhance agent availability and competency Reduce the cost of service through efficiency Understand interactions better and improve the efficiency of related business processes[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SH6Z"]

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EBook

Genesys PureCloud for a Seamless and Consistent Omnichannel Experience

Genesys PureCloud for a Seamless and Consistent Omnichannel Experience [cutoff co_thick="2px"]There has been a power shift in the buying process. Advancements in internet and mobile technologies put the power into customer’s hands. The old model of “product and price” doesn’t work anymore. Customers have real-time access to a multitudinous array of information and options for everything they buy. So customer experience has risen to the forefront and become a key differentiator.The PureCloud platform makes best-in-class customer interactions regular practice. In this TEC Spotlight Report you will learn:The three key elements of a customer engagement platform (CEP) How the PureCloud platform provides robust tools for customer engagement management while seamlessly integrating with other software The importance of customer journey in the evolution of the contact center Where CEP is going in the years to comeSee how you can make your contact center a driver of positive customer experience.Download the TEC Spotlight Report today.[mktoform cta_header="Get the Report" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SLRW"]

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Research Report

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

Genesys named a leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18Selecting the right multichannel cloud contact center has never been more clear [cutoff co_thick="2px"]With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business.Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.Read the Ovum Decision Matrix to:Compare cloud contact center solutions based on the strength of their technology platforms Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics Understand each vendor’s market impact and why Genesys was chosen as a leader.ovum-grid { width: 100%; text-align: center; margin: 2em 0; } .ovum-grid img { width: 79%; }[mktoform cta_header="Get the Ovum Decision Matrix" ar_status="dynamic" cid_id="7010B000001SMLt"]

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White Paper

The Omnichannel Chapter

The Omnichannel Chapter [cutoff co_thick="2px"]Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.Download this paper to learn how to:Transform single interactions into personalized customer journeys Empower employees with the right set of tools, including a unified desktop Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SGRx"]

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Video

See How PureCloud Makes Customer Relationships Simple

VIDEO DEMOSee How PureCloud Makes Customer Relationships Simple Managing a messy stack of call center channels and tools - and still not getting the results you need - is frustrating, complicated and expensive. The Genesys® PureCloud® platform makes customer relationships simple. Built for seamless omnichannel experiences, the PureCloud platform follows the conversation everywhere—turning calls, emails, chats and social comments into a seamless conversation. The PureCloud platform by the numbers: 10,000 logged-in agents in a single organization 25,000 configured agents in a single organization 60+ countries, with thousands of customers served 3 billion monthly API requests handledIn a world where technology is at our fingertips, delivering great customer experiences should be easier. See how PureCloud call center software simplifies your customer and employee engagements. Watch the demo now. Watch the video [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" form_p_target="custom" ar_status="dynamic" cid_id="7010B000001SLX0" url="https://www.genesys.com/campaign/purecloud-tour-2"] According to G2 Crowd reviewers: “PureCloud is pure joy…”Michael M., ICT & AV Consultant in Information Technology and Services “An exceptional product that leaves the rest behind.”Andrew G., ICT Manager in Non-Profit Organization Management“PureCloud is pure genius.”Milan P., Workforce & Insights Manager in Telecommunications

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White Paper

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

Architecture spotlight: Three considerations when choosing cloud for your contact center [cutoff co_thick="2px"]A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact center research, Ventana Research and Jack Nichols, director of PureCloud product management, Genesys.Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact center architecture. You’ll learn:Pros and cons of private and public cloud contact center models Best practices for a blended infrastructure Differences between single and multitenant cloud architectures How to determine if a vendor’s cloud solution meets your specific needs[mktoform cta_header="DOWNLOAD NOW!" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001SP2Q"]

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Research Report

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications

IDC StudyTransformation of Customer Experience with Cloud-Based Customer Engagement ApplicationsSponsored by Genesys and IST Networks [cutoff co_thick="2px"]In this digital, customer-centric world, it’s important to track and respond to customers’ queries and grievances across diverse channels in a real-time environment. With widespread adoption of technologies such as cloud, there is a paradigm shift in the way customers interact with the businesses.A recent IDC survey of customer care professionals and decision makers in the Middle East (Saudi Arabia, UAE and Egypt) found that 32% are already using cloud-based customer engagement solutions and another 40% are planning to do so within the next couple of years. It also revealed that organizations that have deployed cloud engagement solutions in their contact centers have significantly improved customer experience, reliability and disaster recovery.Read this white paper to see the impact that the cloud is already making and the trends for its continued growth. Key points include:Customer experience in the digital era The benefits of cloud-based customer engagement solutions Global trends in cloud contact center and customer experience[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7010B000001SQ5G"]

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Research Report

Forrester TEI Spotlight: Greenfield Deployments And Small Businesses

Forrester TEI SpotlightCost Savings and Benefits Of A Cloud-Based Omnichannel Contact Center Solution for Greenfield Deployments And Small Businesses [cutoff co_thick="2px"]The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you’re a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.In this summary report from the commissioned Forrester Total Economic Impact (TEI) study of Genesys PureCloud, you get insight into the benefits of choosing a cloud-based contact center platform including:Avoiding costs associated with outdated solutions or lack of scalability Improved agent productivity Higher employee retention and lower turn-over costs Reduced platform downtime Increased incomeSee how the right start puts you on the road to success—download this Forrester spotlight to see what you can gain from the PureCloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPLh"]

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Research Report

Forrester TEI Spotlight: Organizations Moving from Less Advanced Cloud Platforms

Forrester TEI SpotlightCost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution for Organizations Moving from Less Advanced Cloud Platforms [cutoff co_thick="2px"]You don’t have to struggle with a limited-capability cloud platform. Modern cloud-based contact center platforms are nimble and adjustable, so you can leave the struggle behind and upgrade to a platform that’s made to grow and change with your business.In this commissioned Forrester Total Economic Impact (TEI) Study summary, you learn how modern platform can improve your business through:Lowered costs of operation Improved employee productivity and retention Decreased platform downtime Increased incomeDon’t stay stuck in the past—learn how updating your limited-capability cloud platform can take your business to the next level. Download the spotlight.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPLc"]

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Research Report

Genesys Named a Leader in TWO Forrester Waves™

Genesys Named a Leader in TWO Forrester Waves™ Contact Center Interaction Management for Midsize AND Large Contact Centers [cutoff co_thick="2px"]In both Forrester Wave™ reports for midsize and large contact centers, Genesys was named a leader with highest scores in the current offering category as well as for omnichannel capabilities and reporting and analytics criteria.The inaugural Forrester Wave™ reports evaluate midsize and large contact center interaction management (CCIM) software vendors. See how the vendors stack up across 40 criteria. Choose your report. The Forrester Wave™: Contact Center Interaction Management for Midsize Contact Centers, Q3 2016The Forrester Wave™: Contact Center Interaction Management for Large Contact Centers, Q3 2016See how Genesys can help you increase revenue & customer loyalty Whether you have a midsize contact center with less than 500 active agents, or a large contact center with more than 500 active agents, Genesys can help you deliver effortless omnichannel customer experiences at scale – in the cloud, hybrid and on-premises. Request a Demo or Talk to a CX ExpertThe Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on available resources. Opinions reflect judgement at the time and are subject to change.[mktoform cta_header="Read Your Report" cta_button="Submit" ar_status="dynamic" cid_id="7010B000001YFxY"]

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Research Report

The Total Economic Impact™ Of Genesys PureCloud

Forrester StudyThe Total Economic Impact™ Of Genesys PureCloud [cutoff co_thick="2px"]Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.In this commissioned total economic impact study (TEI), Forrester Consulting examines the PureCloud platform—costs to deploy, benefits, risks associated and return on investment. Forrester interviewed customers across North America, Europe and Asia Pacific with years of experience using the PureCloud platform—to give you a comprehensive framework for evaluating this cloud-based omnichannel contact center solution.Quantified financial benefits for users Costs associated with the system The total economic impact of the PureCloud platform[mktoform cta_header="Download the Forrester Study" ar_status="dynamic" cid_id="7010B000001SP2a"]

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Industry Report

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

Voice as the New Digital Channel: Achieving Holistic Engagement Across the Business [cutoff co_thick="2px"]Bridge the Gap Between Your Business and Your Contact CenterUse of cloud-based communication has risen gradually over the last three years. As of 2017, No Jitter reports that 60% of companies surveyed use at least one form of cloud communication. Additionally, 55% of organizations utilizing cloud communications are doing so for both business employees and customer service agents.By doing so, these companies are better able to reap the benefits of cloud than competitors who have only transitioned one side of their business. Companies using cohesive cloud communications across their business offer a better experience for customers.Conversations flow smoothly between contact center agents and subject matter experts. Questions are answered quickly and problems are resolved faster. Customer experience is improved creating satisfied, loyal clients.The benefits of a unified cloud communication system will span across your entire company. To learn more about bridging knowledge gaps and eliminating business silos with cloud communication, download the No Jitter report.[mktoform cta_header="Get the Report" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPdC"]

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