2023 Contact center buyer’s guide

Defining the tech that supports winning customer and employee experiences — and the trends driving adoption

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Finding the most effective use of resources and technology is an ongoing challenge. Trends change as markets shift, and new capabilities offer better ways of working.

Even with a high-level focus on business outcomes, customer experience and employee satisfaction, you have many choices. Automation, analytics and journey orchestration all play a valuable role in boosting your effectiveness and success.

Review our recommendations to learn why.

Highlights:

Focus on capabilities with long-term benefits
Make choices using knowledge of industry trends
Ask relevant questions of technology providers
Use AI and automation to their full potential

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.