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Research Report

See how over 30 vendors compare on four pillars of customer service

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Research Report

2019 Gartner Magic Quadrant for Contact Center as a Service, North America

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Research Report

Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Center Infrastructure Software

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Executive Brief

Future-proof your customer experience and mitigate the risks of outdated contact center technology

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Research Report

See how over 30 vendors compare on four pillars of customer service

See how over 30 vendors compare on four pillars of customer service Get the Gartner Report: Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace According to Gartner, "The customer service and support technology landscape is reshaping. Some vendors now provide broader portfolios. Before investing, application leaders for customer service must consider the impact of consolidated contact center, CRM customer service, analytics and WEM solutions." Read the report and we believe you will learn: Four pillars of great customer service and how over 30 plus vendors stack up How a multi-vendor ecosystem investment can raise TCO, lower efficiency, reduce connected functionality and fragment user experiences Four considerations when investing in customer service technologies Get the Gartner Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kocYQAQ"] 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. GARTNER 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. Gartner Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace, 29 October 2019, Simon Harrison, Jim Davies
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EBook

Spend Money. Make Money. Four businesses that found customer experience success.

EBOOK Spend Money. Make Money. Four businesses that found customer experience success. Meeting today's increasing customer expectations means having the right technology to support your call center. When investing in that technology, look beyond the monthly subscription fee to find the real value. See how four call centers upgraded their technology and: Improved customer ratings Increased sales Reduced operational costs Get the ebook [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001koSOQAY" url="https://www.genesys.com/campaign/spend-money-make-money-thank-you" ar_url="https://www.genesys.com/campaign/spend-money-make-money-thank-you"]
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Tip Sheet

Twelve signs you’re ready to upgrade to a cloud contact center

TIP SHEET Twelve signs you’re ready to upgrade to a cloud contact center Being competitive means exceeding customer expectations. And your contact center setup should make it easy to do that. Read this tip sheet to discover if now is the right time to move your contact center to the cloud and reap the rewards. Moving to a cloud contact center helps: Empower your growth Make your operations more efficient Increase interconnectivity Get the tip sheet [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001koQrQAI" url="https://www.genesys.com/campaign/12-signs-thank-you" ar_url="https://www.genesys.com/campaign/12-signs-thank-you"]
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Research Report

2019 Gartner Magic Quadrant for Contact Center as a Service, North America

RESEARCH REPORT 2019 Gartner MQ for Contact Center as a Service, North America Gartner names Genesys as a Leader in Contact Center as a Service, North America, yet again According to Gartner, "Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure." The 2019 Gartner Magic Quadrant for CCaaS evaluates nine vendors on their ability to execute and completeness of vision — helping you make the right choice. Read the report and we believe you will learn: What's driving the demand for a CCaaS deployment model Key considerations when comparing cloud solution providers How Gartner positions the contact center vendors in its quadrant — Leaders, Challengers, Visionaries and Niche Players   Here's what Gartner Peer Insights reviewers have to say: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]A CCaaS product that delivers on its promise… — Head of Group Technology in the services industry[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Ease of implementation allowed us to get up and running quickly while allowing for growth. — VP, Contact Center in the services industry Get the Research Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and does 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. Gartner Magic Quadrant for Contact Center as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison
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PureConnect Solutions for the Contact Center

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureConnect Solutions for the contact center" sub_title="Get the integrated contact center solution developed and delivered by a single vendor" image="3155" filecta_label="Download a PDF" filecta="3154" img_alt_text="PureConnect Solutions for the contact center"][/section_header][section_content background_clr="bgc-white"][gsc_item format="content-a4" image="182018"] Go all-in-one from day one Fragmented solutions force contact centers to segment interactions and administration across various systems. To us, it makes more sense to unify and simplify the process. PureConnect is based on more than 20 years of innovation that continues to this day. Instead of an infrastructure full of disjointed applications and complexity, we give contact centers the functionality they need with a consolidated software platform and integrated applications. As the original all-in-one contact center solution, PureConnect offers a broad and deep application set, along with a single point of management and administration, that enable applications to work together as they should. PureConnect brings efficiency and effectiveness to contact centers of all sizes. Do everything from setting up speech-enabled IVR menus to configuring routing for incoming calls, emails, chats, SMS messages, and integrated social media notifications. Additionally, built-in workforce optimization applications and cradle-to-grave reporting improve functionality. The broad functionality of PureConnect includes tools, such as real-time speech analytics and quality monitoring, that let supervisors observe customer sentiment more closely and make better decisions. And with a pure application server, contact centers get a complete N+1 architecture for all media operations. The results are higher scalability, virtualization support, a single-tenant cloud deployment option and configuration flexibility that reduces bandwidth use. This solution also reduces administration and operations costs. Choose your solution: On premise or in the cloud For contact center automation, Genesys lets you choose: a complete premise-based solution and an equally complete, single-tenant cloud solution—PureConnect Cloud—for a manageable monthly cost. You can even migrate your cloud contact center to your site without incurring downtime or losing applications. No matter what you choose, your contact center benefits—and so do your customers. Why an all-in-one single platform matters Technologies and vendors can come from all directions in a contact center. When they do, complexity and costly customization take over. PureConnect is built on widely adopted standards to provide a feature-rich solution that efficiently uses IT resources—all from a single vendor. Cost savings Centralizing application management, system configuration, administration and reporting minimizes IT staff. A reduction in required servers also reduces energy consumption. Reduced risk and improved flexibility PureConnect eliminates costly voice boards and multiple points of failure, alleviates rip-and-replace upgrades, and makes disaster recovery and multi-site location independence inherent. Additionally, incremental application licensing lets you meet growth needs. Omnichannel strategies PureConnect enables consistent service across all customer contact channels for a superior experience. Multichannel routing, end-to-end reporting, voice self-service, outbound dialing and workforce optimization monitor and manage performance across digital and voice channels within a single system. Wide-ranging interoperability Out-of-the-box integrations connect to any component that’s unique to your business and communications—CRM solutions, unified communications (UC) platforms, voice systems, databases, web services, messaging platforms, back-office applications, workforce management packages, third-party systems, and SIP devices and hardware. Business process automation Complete critical business tasks using the communications capabilities of PureConnect to capture, prioritize, route, escalate and track each step of a process. Get work done faster and more accurately. Applications for the contact center and the enterprise Deploy PureConnect SIP-based switching, unified messaging, interaction management and business process automation functionality across your entire company—including branch offices and remote employees.[/gsc_item][/section_content][omnitable column="col-3" theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-3"] Premise-based or hosted…you choose your solution For contact center automation, Genesys gives you the choice of a complete premise-based solution, or an equally complete, on-demand, hosted solution—PureConnect Cloud—at a manageable monthly cost. You can even seamlessly migrate your hosted contact center to your own site without incurring downtime or losing your applications. Your contact center benefits either way. So do your customers. [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Considerations [/omnitable_col][omnitable_col] Cloud [/omnitable_col][omnitable_col] Premise [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]We don’t have the budget to spend much up-front on software or a robust infrastructure to meet our reliability and DR requirements[/omnitable_col][omnitable_col] X [/omnitable_col][omnitable_col][/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Our IT staff requires full administrative access and control[/omnitable_col][omnitable_col][/omnitable_col][omnitable_col] X [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]We need to be up quickly but don’t have the IT staff to do so, nor do we have the resources to properly maintain the system[/omnitable_col][omnitable_col] X [/omnitable_col][omnitable_col][/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Our environment requires a high degree of custom development[/omnitable_col][omnitable_col][/omnitable_col][omnitable_col] X [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Management has mandated we reduce capital spending and move to an outsourced technology model unless there is good reason not to[/omnitable_col][omnitable_col] X [/omnitable_col][omnitable_col][/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]We prefer purchasing the software and hardware we use outright[/omnitable_col][omnitable_col][/omnitable_col][omnitable_col] X [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]We’d like the flexibility to pay as we use the software, able to rapidly scale up or down based on seasonal demand[/omnitable_col][omnitable_col] X [/omnitable_col][omnitable_col][/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Corporate policy forbids hosting mission-critical applications[/omnitable_col][omnitable_col][/omnitable_col][omnitable_col] X [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]We need to free up IT resources for more strategic initiatives and get back to our core business[/omnitable_col][omnitable_col] X [/omnitable_col][omnitable_col][/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]The business requires capabilities not currently offered via PureConnect Cloud[/omnitable_col][omnitable_col][/omnitable_col][omnitable_col] X [/omnitable_col][/omnitable_row][/omnitable][section_grid column="grid-3x3" background_clr="bgc-white" title="Watch performance happen across your contact center"][sg_item title="Scalability"] Up to 10,000 ACD agents 100 to 15,00 business users Support growth by adding servers Small or large—license for only what you need [/sg_item][sg_item title="Voice self-service"] IVR Built-in speech recognition Virtual queue call back [/sg_item][sg_item title="Outbound dialing"] Outbound and blended dialing Predictive dialing [/sg_item][sg_item title="Multichannel ACD"] Intelligent voice routing Web chat Email response management SMS Mobile software development kit Social media monitoring integrations Video chat integrations Universal queuing [/sg_item][sg_item title="Reporting"] Historical reports Real-time supervisory monitoring End-to-end interaction reporting Role-based portals iPad supervisor monitoring [/sg_item][sg_item title="Workforce optimization"] Multichannel recording and quality management Screen recording Real-time performance monitoring and alerts Workforce management Strategic resource planning Speech analytics Customer feedback [/sg_item][/section_grid][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3154"]
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Infographic

Results from real-world customer experience transformations

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Brochure

Customer Moments Scientist: Mix art and science to deliver better value to our clients

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Research Report

Genesys USA Consumer Survey 2019

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Research Report

Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Center Infrastructure Software

Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Center Infrastructure Software The people have spoken. G2 reviews place Genesys® PureCloud®, PureConnectTM and PureEngageTM products in the Leaders quadrant.[cutoff co_thick="2px"][mktoform cta_header="Get the report" cta_button="Download now" form_branding="gray-theme" ar_status="dynamic" cid_id="7011T000001kmqJQAQ"]G2 Grid® represents the democratic voice of real contact center software users. It rates products algorithmically, based on data sourced from G2 users’ product reviews and aggregated from online sources and social networks. Get the G2 Grid® report for Contact Center Infrastructure (CCI) software now. See how various contact center products stack up based on real user experiences Compare features for CCI platforms as well as inbound and outbound call centers Select the right contact center software for your needs Here's what G2 reviewers say about Genesys products: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]Complete suite of capabilities. - Gerardo A. Data Services Leader[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]Easy and scalable! - Kenneth S. Teamleader, Optimering[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]An exceptional product that leave the rest behind. - Andrew G. Non-Profit Organization Management
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Executive Brief

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

Executive Brief AI-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

PureSuccess: Illuminate your path to success

Genesys cloud security data sheet

Datasheet

Genesys Cloud security

Nemertes bva

Industry Report

Nemertes Business Value Analysis

Nemertes Business Value Analysis Genesys 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 OVERVIEW Introducing Genesys Cloud 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 solutions While moving to the cloud can sound challenging, we can help determine if this is the right move for your business. Watch the video [mktoform cta_header="" cta_button="Watch Now" form_branding="resource-alt" 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

GUIDE Not all cloud contact center vendors can deliver true omnichannel service Weigh the pros and cons of cloud contact center providers 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 Download the Guide [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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 2019-20 Enhance 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 strategies Discover 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

WHITEPAPER The power of possibilities: Buy, extend, and build on a true cloud platform Gone is the binary choice of “buy versus build” that locked centers into frustrating limitations. Now, buyers can have the best of all worlds. 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 Download the Whitepaper [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GbdXAAS"]
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Research Report

The Future of the Contact Center

GARTNER REPORT The Future of the Contact Center 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 Blood GARTNER 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. Get the Gartner Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" 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

ebook Putting AI to Work in Your Contact Center How 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 Kit Take 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

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EBook

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

Ebook Genesys and Google Cloud: shaping the future of contact center AI Empower 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 REPORT Stop trying to replace your agents with chatbots Four approaches to using chatbots to augment agents 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 Get the Forrester Report [mktoform cta_header="" cta_button="Read Now" form_branding="resource-alt" 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 goals Get 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 service Get 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

EBOOK Customer service best practices Make every customer interaction count 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 Get your ebook today! [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GYLAAA4"]
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Executive Brief

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

EXECUTIVE BRIEF Future-proof your customer experience and mitigate the risks of outdated contact center technology Overcome the challenges of legacy contact center investments with market-leading customer experience solutions 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. Download the Executive Brief [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SJoF"]
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Research Report

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

RESEARCH REPORT Cloud solutions to power customer service in 2019 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 Download the Report [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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

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

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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
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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
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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

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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 business Get 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"]
Seven best practices for building customer loyalty eb resource center en

EBook

Seven best practices for building customer loyalty

EBOOK Seven best practices for building customer loyalty Happy 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

CHECKLIST The essential migration checklist for identifying the right customer experience solution Key considerations for navigating a successful migration journey 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 Get the Checklist [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001KgTz"]
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Executive Brief

How the Intelligent Automation and the Genesys Voice Platform Work Together

EXECUTIVE BRIEF How 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

EBOOK Solve your call center’s seasonal capacity problem 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 Download the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Recording Export for the PureCloud platform" sub_title="Automate the storage of your call recordings" image="134645" filecta_label="Download a PDF" filecta="134644" img_alt_text="Recording Export for the PureCloud platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Access and use your recordings with third-party applications Keep a local copy of recordings for compliance and auditing Retain your recordings while freeing up PureCloud storage space [/sg_item][sg_item title="Key Features"] Real-time export of recordings as recordings arrive Batch export of recordings by specifying a start and end date/time Export recordings to your own FTP or SFTP Embedded administration interface for easy setup [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Recording Export lets you automate the exporting of call recordings to an FTP or SFTP file store. Recordings may be exported in real time or historically in batches."] Easy administration This Amazon Web Services (AWS) cloudhosted app includes a simple administrative interface. Provide your FTP or SFTP address and credentials and Recording Export will take care of the rest. For historical recordings, select your time intervals in a few clicks. Quick implementation Recording Export for the Genesys® PureCloud® platform is a pre-built, cloud-hosted Genesys Professional Services application that you can quickly add and set up in your PureCloud organization. This reduces the burden on IT—eliminating the need to build out and maintain your own solution.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="134644"]
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EBook

Building a competitive advantage through customer experience

Building a competitive advantage through customer experience Five 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 resolution Learn 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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys SoftAgent for Cisco" image="133778" filecta_label="Download a PDF" filecta="133777" img_alt_text="Genesys SoftAgent for Cisco"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits" desc="Sustaining service levels is critical to your contact center. You must ensure continual readiness to provide service if you want to retain customer loyalty and meet business goals. With effective tools, you can establish a path to business continuity for front, remote and back-office contact center staff."][sg_item] Agent status features of Genesys without the need for workstation softphone Alternate agent controls should there be a workstation or CRM system failure Back-office workers integrated into the Genesys routing plan [/sg_item][sg_item] Monitoring web view to observe and manipulate agent status for an agent group or switch The ability to log out all agents in an emergency New phones types can be added as custom developments [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Overview The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface. Features and functionality The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state. Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load-balanced active-active highavailability model. The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor. The optional Agent Activity Monitor allows management to access real-time agent status, including agent group or all extensions on a given switch, via any web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact center in an emergency or log out agents who are no longer available. Technical overview The SoftAgent for Cisco application is a combination of Cisco web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies. To support large-scale deployments (800 or more) of phone sets, it is recommended that multiple IIS servers be deployed in an activeactive architecture with an HTTP load-balancer distributing requests. HTTP session management is not required. Phone set users are required to log into the Genesys infrastructure using their Genesys usernames, which may contain an optional password. The extension of the phone is discovered from the phone set. Users of the web-based Activity Monitor view are required to be logged into their workstation that uses Windows integrated security to perform single sign-on to the website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to agent groups. About Genesys Professional Services Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical requirements"][sg_item] Microsoft IIS version 6/7/7.5 Microsoft .NET 3.5 Framework Genesys CIM 7.5 through 8.1 Cisco UCM 7.x, UCM 8.x [/sg_item][sg_item] Cisco 7900 series web phones Cisco IP Communicator 7.x, 8.x Internet Explorer 7 through 9 Firefox 3 through 11 Chrome 6 through 18 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="133777"]
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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

EBOOK Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI A success stories eBook 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 Download the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Workspace Plug-in for Salesforce.com" sub_title="Improve agent productivity and customer experience" image="130281" filecta_label="Download a PDF" filecta="130280" img_alt_text="Workspace Plug-in for Salesforce.com"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Gain seamless interoperability for your agents using Genesys Workspace and Salesforce.com Avoid in-house interface development costs and time delays with quick deployment and an out-of-the-box plug-in [/sg_item][sg_item title="Key Features"] Inbound/outbound voice, digital, intelligent Workload Distribution, SMS and social channels support JavaScript with Apex package in Salesforce.com Open CTI-configured Visual Force page Scripting to create or update existing interactions in Workspace Apex classes incorporating SOQL and SOSL commands for interaction with Salesforce.com Support for Salesforce Business or Person Accounts [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integration leverages customer experience platform and applications The Genesys® Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers. Speed call resolution and deployment The Workspace Plug-in for Salesforce.com provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs. When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents. Maintain current customer knowledge for agents The Workspace Plug-in creates records of activity history automatically—as soon as interactions are completed—keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such as attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item] Interaction Workspace version 8.1.3 or greater Salesforce.com Service Cloud Console Integration Toolkit Default or dynamic ports for communications; dynamic ports required for shared presentation resources such as Citrix Apex classes with SOQL and SOSL commands to drive Salesforce.com interaction Synchronization through Salesforce.com tab actions to Workspace [/sg_item][sg_item]Supported desktop OS Microsoft Windows and selected browsers supported by Salesforce.com Prerequisites .NET Framework 3.5 VDI technology such Citrix XenAppTM compatibility [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130280"]
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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 migration The 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

EBOOK Considerations for consolidating call center technology 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 needs This 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. Download the eBook [mktoform cta_header="" cta_button=" Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000mfhU"]
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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 Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued 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 Get the Forrester Report [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000mfr5AAA"]
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EBook

The call center technology migration playbook

EBOOK The call center technology migration playbook 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 Download your copy [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" 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 Frost & Sullivan recognizes Genesys with 2018 North American Hosted/Cloud Contact Center Market Leadership Award 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 usage Get 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. Get the Frost & Sullivan Report [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="User Import Service for the Genesys PureConnect platform" sub_title="Simplify user management through integration" image="124647" filecta_label="Download a PDF" filecta="124646" img_alt_text="User Import Service for the Genesys PureConnect platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Significantly reduces administration overhead for initial user on-boarding Simplifies the process of maintaining users [/sg_item][sg_item title="Key Features"] Automated creation, modification and deletion of PureConnect users from a CSV document Supporting user information, such as agent name, email address and location are included [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]The User Import Service is an automated utility that adds, removes or updates Genesys® PureConnect™ users and user configurations. The tool detects a CSV configuration file containing user data and details on the actions the service should perform, such as adding, removing or modifying a user configuration. Once deployed, the User Import Service requires minimal administration. It provides a hook for third-party CRM systems or databases; thirdparty apps can export data into a supported CSV format. The User Import Service then creates, deletes or modifies users defined in the file automatically. Once set up, the service requires no additional configuration to maintain. It functions in an autonomous mode, eliminating the need for additional administration and improving accuracy between platforms.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124646"]
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Datasheet

Automated Callback for the PureConnect platform

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Automated Callback for the PureConnect platform" sub_title="Reduce handle time and ensure compliance with automation" image="124034" filecta_label="Download a PDF" filecta="124033" img_alt_text="Automated Callback for the PureConnect platform "][/section_header][section_content][gsc_item format="content-a4" image="182018"]Automated Callback for the Genesys® PureConnect™ platform automates the process of placing an outbound call once an agent receives a callback object and ensures that it has been disconnected after the call ends. This is a much simpler solution to maintain than a pre-dial customization because it doesn’t change the base functionality of the product or require a dialer, custom handlers or middleware servers. Lower handle times When adding callbacks to an existing queue, handle times will increase from additional agent tasks. One area of concern is the ability for agents to wait before placing the call or disconnecting the callback. Automating an agent’s tasks prevents an unnecessary increase in handle times—keeping personal costs to a minimum. Callback reporting compliance ACD reporting for callback objects focuses on the callback; it does not provide the ability to report on the length of the call. Ensuring that calls are placed automatically and callbacks are disconnected automatically ensures that reporting aligns with outbound calls that agents place. Caller experience The caller experience is the same as it is with the default IVR or web callback functionality. Configure the IVR to provide a callback based on different criteria. Callers can accept their current phone number or enter a different one. Once the call is placed and the caller answers, a live agent is available to speak with them. This provides the best customer experience. Agent experience The agent receives a callback object as they would with the default callback functionality. Once the object is answered, an outbound call automatically dials out on the agent’s queue and the agent hears ringing. Once the call is disconnected—either by the agent or the caller—the agent has a certain number of seconds to complete the callback object before it is disconnected automatically.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower average handle time Reporting compliance [/sg_item][sg_item title="Key Features"] Automatically places outbound calls in support of callback objects Automatically disconnects callback objects Supports retries and calls a different ANI Optional automatic status change for events such as follow up, returning to available or experiencing an outbound call with no associated callback [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124033"]
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Datasheet

Dialer Contact List Importer for the PureConnect platform

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Dialer Contact List Importer for the PureConnect platform" sub_title="Seamlessly integrate your outbound contact list tools with PureConnect Dialer" image="124029" filecta_label="Download a PDF" filecta="124030" img_alt_text="Dialer Contact List Importer for the PureConnect platform"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Dialer Contact List Importer for the Genesys® PureConnect™ platform automates the import of Dialer contact list records by providing hooks for back-end systems. The service lets you upload contacts by either a web service request or by monitoring for files in a network location. Dialer Contact List Importer can support single or multiple lead insertions. Easy administration Once deployed, Dialer Contact List Importer requires minimal administration. Dialer Contact List Importer provides a hook for third-party CRM systems or databases. The third-party applications send a request to the importer service via either a web service request or by saving a file to a network storage location. Once the solution receives the web service request or detects that a new file was added to the network location, it will create, append or delete the contact list autonomously. Once Dialer Contact List Importer is set up, there is no additional configuration required to maintain the service or support additional campaigns. Additional campaigns are supported by parameters defined upon import. The service will function in an autonomous mode, eliminating the need for additional administration and improving accuracy among platforms.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduces the need for administrative manual intervention Allows existing contact management systems to integrate with PureConnect Dialer contact lists [/sg_item][sg_item title="Key Features"] Import contacts via a CSV document or web services Insert single or multiple leads per request Remove a lead from a contact list Include supporting information about the contact, including name, and primary and secondary phone numbers Append or completely replace contacts to an existing contact list Import contacts for just-in-time dialing [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124030"]
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Datasheet

Data Tables for the PureCloud platform

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Data Tables for the PureCloud platform " sub_title="Advanced data hosting for your IVR platform" image="124019" filecta_label="Download a PDF" filecta="124020" img_alt_text="Data Tables for the PureCloud platform "][/section_header][section_content][gsc_item format="content-a4" image="182018"]Data Tables for the Genesys® PureCloud® platform provides low-cost database tables that are accessed from the PureCloud IVR. Typically, your IVR reaches out to an external system to retrieve data and make informed routing decisions based on it. With Data Tables for the PureCloud platform, the solution acts as a back-end storage system from which the PureCloud IVR retrieves and updates data. Easy administration This Amazon Web Services (AWS) cloud-hosted app includes a simple administrative interface to manage storage and administration. Creating or updating a table is as simple as uploading a file. Data Tables stores data directly from a CSV document into a cloud-hosted database. When the database is no longer needed, it can be removed through a few simple clicks. Quick implementation Data Tables for the PureCloud platform is a prebuilt, cloud-hosted, Genesys Professional Services application that you can quickly add and set up in your PureCloud organization. This reduces the burden on IT—eliminating the need to build out and maintain your own solution.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy-to-use interface that requires little or no training Eliminates the need for extra database hardware for simple IVR data applications Allows data access and manipulation through PureCloud Architect data actions Allows for querying data based on any column within the CSV document [/sg_item][sg_item title="Key Features"] Access data from PureCloud IVR through web service requests Query for data based on the uploaded CSV file name and a query key Easy-to-manage administrative interface to upload, download and delete CSV documents Read, append or modify records from within the PureCloud Architect IVR Store up to 50,000 rows; 45 columns and up to 50 MB of data Up to five tables per organization [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124020"]
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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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Five key benefits of a virtual contact center" sub_title="Keep customers happy" image="108931" filecta_label="Download a PDF" filecta="108929" img_alt_text="Five key benefits of a virtual contact center"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Understanding virtual contact centers and how they can help your business"]A virtual contact center (VCC) is a cloud-based contact center solution that seamlessly unifies communication channels to optimize the customer journey and provide true omnichannel engagement. Endless new communication channels necessitate that your business adapts to your customers’ preferences as well as technology advancements and data needs. A shift in call center platforms to the cloud further facilitates this evolution. The flexibility and scalability of a virtual contact center give your business the ability to consistently deliver the latest functionality to the market ahead of your competitors. The pressure is on to increase operational efficiencies and deliver more personalized and seamless interactions while effectively dealing with capital expenditure pressure and scrutiny. It’s imperative to find a solution that delivers. Moving to a cloud-based VCC offers several compelling business and operational benefits to meet your needs.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Key benefits"][sg_item title="Availability: Be there when your customers need you"]A VCC supports geographically dispersed contact center agents instead of requiring all agents to work out of the same physical contact center location. This ensures customer care collaboration anywhere. VCCs have higher agent satisfaction rates and, therefore, lower agent turnover. And that leads to better customer service, a higher ratio of skills-based agents and considerable cost-saving operational efficiencies[/sg_item][sg_item title="Scalability: Ensure your contact center can grow with your business"]A virtual contact center is housed in the cloud—a highly flexible environment that can scale, grow and change to meet customer demands. Whether you need to add new technologies as your business and customer needs change or alter the number of available agent seats to meet short-term spikes or long-term changes, a VCC gives you the flexibility to meet ever-changing needs.[/sg_item][sg_item title="Visibility: Gain insight into the customer journey from start to finish"]A virtual contact center gives you the operational benefits of the cloud in a single browser-based view. Extract insights from various touchpoints and channels to deliver comprehensive customer context directly to the agent interface. Giving agents access to what they need in a single application improves efficiency and eliminates customer frustration caused by a siloed system that forces them to repeat information. With a VCC, necessary information is on-demand, always on and easily accessible to agents through a single dashboard.[/sg_item][sg_item title="Affordability: Moving to the cloud is simple and cost-effective"]As organizations look at alternative ways to extract maximum return from their budgets and lower costs, many find that the on-demand model of a VCC—with low to no setup fees and the ability to quickly and cost-effectively address usage fluctuations—has a positive effect on their capital expenditures. Plus, you don’t need to worry about the cost of a future upgrade. A virtual contact center is updated continuously, giving you up-to-date functionality at no added cost.[/sg_item][sg_item title="Productivity: Improve your analytical insights, resolution rates and intelligent routing capabilities"]A VCC with an intelligent, robust IVR on the front end enables a significant portion of calls to be handled without need for an agent. And this allows your call center employees to manage more complex customer issues. When a caller is transferred to an agent, the context transfers with them, so your agent can solve the problem the first time—with no need for customers to repeat themselves. This raises first call resolution rates and delivers significant productivity improvements for the business. Plus, it improves customer satisfaction.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="108929"]
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Research Report

MIT Global Research: Humans + Bots: Tension and Opportunity

MIT TECHNOLOGY REVIEW Humans + Bots: Tension and Opportunity How global brands blend human skills and AI to build customer intimacy and drive growth 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% Get the MIT Report & 4 Regional Spotlights [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000maXQ"]
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Brochure

Winter Innovations 2018

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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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="User Data Management Console for the PureCloud platform" sub_title="More easily manage data per GDPR regulations" image="103155" filecta_label="Download a PDF" filecta="103153" img_alt_text="User Data Management Console for the PureCloud platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Embedded solution that enables data management without leaving the PureCloud platform Easy-to-use interface that requires little or no training Accessibility of GDPR for PureCloud at work, at home or anywhere with internet access [/sg_item][sg_item title="Key Features"] Export contact information locally Delete contacts from the PureCloud system Monitor requests to see progress [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Embedded data management The Genesys® PureCloud® User Data Management Console is an easy-to-use tool that manages your customers’ data as part of the General Data Protection Regulation (GDPR). This AWS cloud-hosted dashboard allows a user to independently respond to data requests for export or deletion. When a request has been submitted, users can view the status of their requests through an historic dashboard. General Data Protection Regulation GDPR is a regulation within the European Union concerning customer access to data and data protection. The User Data Management Console assists with some of these common requests. Quick implementation The User Data Management Console is a prebuilt, cloud-hosted, Genesys Professional Services application that can be quickly added and set up in your PureCloud organization. This reduces the burden on IT by eliminating the need to build out and maintain your own solution, or use manual processes every time you need to access your customer data. Simplified solution Save time on administrative tasks and allow your teams to focus on giving your customers the service they expect with an easy-to-use interface directly embedded within the PureCloud platform. Your data personnel can quickly request an export of user data, delete user data from the system and see all outstanding requests that have been placed to the platform.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="103153"]
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

EBOOK Turn your retail contact center into a revenue generator: Five trends you need to know 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. Get the eBook [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" 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”

EBOOK Three reasons you need to build an ecosystem for customer service, not a fragile "frankenstack" 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. Download ebook [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="default" 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

FORRESTER WAVE Genesys named a leader in the Forrester Wave™: Cloud Contact Centers, Q3 2018 The PureCloud platform gets highest scores possible in 17 criteria, including product architecture, CRM integration, corporate strategy and third-party ecosystem “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 Get the Forrester Wave [mktoform cta_header="" cta_button="Read Now" form_branding="resource-alt" 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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureConnect Interaction Analyzer" sub_title="Real-time speech analytics improve the customer experience" image="93682" filecta_label="Download a PDF" filecta="93681" img_alt_text="Genesys PureConnect Interaction Analyzer"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Take action in real-time Unlike traditional speech analytics solutions that mine recorded call audio, Genesys® PureConnect™ Interaction Analyzer listens for, detects and alerts on spoken words and phrases in real-time. This allows you to take action while calls are in process, not hours or days after they have ended. Results are stored with recordings to provide value beyond the real-time interaction.You can quickly find interactions based on what was said by the agent or the customer to improve quality assurance, ensure regulatory compliance and identify broken processes that result in customer frustration. Unlock insights hidden within your customer interactions Interaction Analyzer makes it easy to deploy a world-class, real-time speech analytics solution. As part of the PureConnect all-in-one platform, Interaction Analyzer gives you detailed insight about how agents interact with customers. Use this information to enhance agent performance, improve service delivery and provide a better customer experience. Deliver value across the business Interaction Analyzer benefits the contact center and the entire organization. Supervisors are alerted to issues as they happen, on a live call, allowing them to intervene when necessary and prevent escalations or undesirable outcomes. Quality Managers can easily find calls where service problems occurred, agents failed to follow defined procedures or customer retention was an issue. Management can quickly identify and take action on service trends, improvement opportunities or potential threats. Get the the most out of workforce engagement management Interaction Analyzer is one of multiple PureConnect workforce engagement management applications that improve performance to achieve operational goals. PureConnect workforce engagement management provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, as well as strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Reduce contact center operating costs"] Reducing deployment complexity and architecture cost significantly because there is no additional software or hardware to install Creating and modifying key words, phrases and categories without engaging professional services Reducing contact volume by identifying types of contacts that could be handled using self-service methods [/sg_item][sg_item title="Improve contact center revenue generation"] Storing results with recordings, so businesses can identify the critical agent skills within interactions that lead to successful sales or collections Precisely targeting training and coaching to focus on those key skills Continuously monitoring all conversations to ensure the use of key skills and ongoing improvements [/sg_item][sg_item title="Improve the customer experience"] Take action while calls are in progress to improve customer satisfaction and avoid undesirable outcomes Increase agent skills to more effectively understand and address customer needs and issues [/sg_item][/section_grid][section_grid tag_type="h2" title="Key Features"][sg_item title="Real-time keyword and phrase spotting"] Define lists of keywords with alternate spellings and scores Associate keyword lists with one or more inbound/outbound queues Differentiate between agent and customer sides of the conversation Access high-fidelity audio streams to improve detection Support multiple languages concurrently [/sg_item][sg_item title="Get PureConnect Interaction Supervisor views for real-time monitoring, alerting and interaction scoring"] View spotted words and conversation scores per interaction Receive alerts for calls that cross pre-set thresholds Track overall scores by agent and queue [/sg_item][sg_item title="PureConnect Interaction Recorder integration"] Access analytic results stored with recordings Search recordings for keywords, phrases or categories [/sg_item][sg_item title="PureConnect Interaction Quality Manager integration"] Use speech analytics results to identify interactions for evaluation Automatically send interactions to evaluators [/sg_item][sg_item title="Speech analytics reports"] Report on keyword category and scoring trends by queue or agent [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="93681"]
G2 crowd summer2018

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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureConnect Interaction Optimizer" sub_title="Improve customer satisfaction, service levels and employee engagement through integrated multichannel workforce management" image="91599" filecta_label="Download a PDF" filecta="91598" img_alt_text="Genesys PureConnect Interaction Optimizer"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved workforce management"] Accurate forecasting and scheduling to better match staffing resources with demand Produce ideal schedules while adhering to business rules and labor laws [/sg_item][sg_item title="Improved employee attrition rates"] Allow employees to select profile schedules based on their personal preferences [/sg_item][sg_item title="Reduced handle times"] Proper workforce planning ensures the properly skilled contact center agents are available to handle interactions [/sg_item][sg_item title="Improved operational efficiency"] Less time spent manually planning, creating and updating schedules by automating tasks Reduce overtime expenses with more accurate forecasting [/sg_item][sg_item title=" Improved customer experience"] Deliver a consistent customer experience that builds loyalty with accurate workforce scheduling [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Ensure the correct resources are available with accurate forecasts, optimal schedules and real-time management Service organizations successfully execute customer experience initiatives when available resources align with requirements. Genesys® PureConnect™ Interaction Optimizer empowers contact centers to accurately predict and analyze volumes, create and staff schedules, improve service consistency, and manage performance in real time. Easily add powerful workforce management capabilities Interaction Optimizer is fully integrated with the Genesys PureConnect platform. A simple licensing file is all you need to activate the solution. Your customer service organization benefits immediately by eliminating costly and error-prone integrations. Centralized administration keeps things simple; there’s no need to access separate systems or create and synchronize duplicate information sources. Interaction Optimizer offers powerful workforce management functionality without the deployment headaches, maintenance problems or administration overhead of standalone systems. Get full-featured functionality in an all-inclusive package Unlike most workforce management products that price features separately, Interaction Optimizer offers advanced features like multiskill, multisite, and omnichannel forecasting and scheduling, as well as real-time schedule adherence and agent self-service at no extra cost. Tight integration with the PureConnect allin-one contact center platform ensures that statistics, such as volume and handle time, are automatically available so that operations team can focus on creating accurate forecasts and cost-effective workforce schedules—instead of manually processing data. Plan optimally and execute flawlessly Interaction Optimizer creates accurate forecasts for contact volumes based on historical information. Define your service goals (ASA or service level) and then set optimal staffing level requirements throughout each day. Schedules are created and assigned automatically using agent preferences or a bidding process. And because even the best plans might need finetuning when unforeseen events occur, Interaction Optimizer intraday management generates alerts when plans begin to deviate. This lets you take action early and stay on track. Realtime adherence helps agents stay on schedule throughout the day to avoid resource shrinkage. Strategic planning Workforce management can use existing resources, which is critical for contact centers to meet service goals consistently and stay within budget. However, not having enough agents or ones with the wrong skills makes it impossible to create optimal schedules. Interaction Optimizer works in concert with the Genesys Decisions strategic planning product to ensure hiring and staffing plans align with the company’s operational goals. Effective strategic resource planning maximizes an organization’s investment in workforce management by making sure the right agents are hired, trained and available when needed. Get the the most out of workforce engagement management Interaction Optimizer is one of multiple PureConnect workforce management applications that help improve performance to achieve operational goals. The PureConnect workforce management app provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, as well as strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Key Features"][sg_item] Enhanced data integration with the PureConnect all-in-one platform Single and multisite forecasting and scheduling Skills and omnichannel forecasting and scheduling Long-term forecasting Goals for service level, ASA or both Discrete event simulation forecasting and scheduling [/sg_item][sg_item] Agent preference and bidding schedule assignment Intraday management and reforecasting Time-off management Real-time and historical schedule adherence Graphical forecast editing and schedule management Agent self-service and web portals [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="91598"]
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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 2018 Make 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 sectors Discover 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 ebook Millennials in your workforce Four 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 paper Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition A 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

Successfully navigate your customer experience transformation wp resource center en

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

Artificial intelligence friend or foe of customer service wp resource center en

White Paper

Artificial intelligence: Friend or foe of customer service?

EBOOK Artificial intelligence: Friend or foe of customer service? 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 strategy Get the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service? Download your ebook today [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SWNa"]
State of cx report eb resource center en

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 Report Customer 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 Research Five 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

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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 channels You’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 SPOTLIGHT Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution for Organizations Moving from On-Premise Solutions 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 income Don’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. Get the Spotlight [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SPLr"]
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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"]
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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"]
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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

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for SAP CRM " sub_title="Lower your total cost of ownership with an out-of-the-box integration between Genesys and SAP" image="9876" filecta_label="Download a PDF" filecta="9760" img_alt_text="Gplus Adapter for SAP CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower total cost of ownership Familiar SAP CRM interface Faster time to deployment Personalized customer service Reduced interaction times Decreased number of transfers Improved resolution rates Enhanced workflow efficiencies Complete customer information at a glance [/sg_item][sg_item title="Key Features"] Multi channel routing capabilities 360-degree view of the customer Unified agent desktop Outbound campaign management Seamless blending of front- and backoffice interactions Real-time delivery of interactions based on customer profiles Integrated, real-time statistics Screen pops with complete customer information SAP WebClient support [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact center and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys. Deliver superior customer experience and reduce costs With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the contact center to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution and provide customers with a seamless multi-channel experience. Seamlessly integrate front-office and back-office interactions Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs. Orchestrate outbound campaigns Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, web chats, and work items. Guided by Genesys routing rules, interactions are prioritized in real time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide complete context of the existing relationship, enabling agents to personalize each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Leverage real-time statistics for maximum efficiency The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact center managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimizing agent workloads.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Genesys features"] Genesys Email Genesys Chat Genesys Enterprise Workload Management Genesys Workforce Management Inbound and Outbound Voice Outbound voice campaigns Access to SAP data for intelligent routing Export of interaction data history into CRM account records [/sg_item][sg_item title="Software requirements"] Web browsers such as Internet Explorer 8.0 or later, Chrome, and Firefox Genesys Framework Genesys Digital Engagement Center (for non-voice routing) Genesys Customer Interaction Management [/sg_item][sg_item title="Supported SAP versions"] SAP ERP or SAP R/3 Enterprise v4.5 or higher SAP CRM 3, 4, 5, 6, 7.0 (eHP1, 2, 3) [/sg_item][sg_item title="Supported platforms"] Windows Server 2008, 2012 Red Hat Enterprise Linux 6, 7 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="9760"]
Genesys gplus salesforce ds resource center en

Datasheet

Gplus Adapter Salesforce

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Salesforce" image="4267" filecta_label="Download a PDF" filecta="4268" img_alt_text="Gplus Adapter for Salesforce"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates Salesforce with Genesys architecture to enable a single desktop for all interactions Unifies customer information and interaction handling within the Salesforce UI Eliminates Workstation software dependencies with full thin-client architecture Configurable user interface for each agent that enables the desktop to adapt to individual users Faster time to market Lower costs through a pre-built integration [/sg_item][sg_item title="Key Features"] Voice and click-to-dial callcontrol features Standard media control feature set for interactions Screen pop of Salesforce records using caller ID or attached data Task updates for interaction disposition Automated activity creation for contact center reporting Real-time agent and contact center statistics Contact profile and interaction history Built on the Open CTI API to meet Salesforce integration standards Differentiation of customer service with the callback option [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact center and CRM systems to deliver a personalized customer experience. Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-todial capability. Your organization benefits from faster implementation times, decreased costs, and the smooth flow of information between the contact center and the rest of your enterprise. Automated record display and activity update Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Automated record display and activity update Sales and customer service representatives need immediate access to customer data for speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalize every interaction. Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record. An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email content (where applicable). Embedded user interface For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models. Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces average handle time and facilitates quick, accurate response. The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability. Ease of implementation and routing Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item title="Capabilities"] Contact and record lookup within Salesforce Screen pop records within Salesforce Call control with answer, hold/retrieve, transfer, conference, release, and forwarding Preview support for inbound calls Embedded media control and interaction data display Agent-state management Attached data view Update screen pop record with disposition details Scripts for custom screen pops and activity history Post-contact disposition for Genesys reporting [/sg_item][sg_item title="Supports"] Genesys Voice with full-feature all controls Genesys Chat Genesys Email Genesys Outbound Preview Genesys Enterprise Workload Management Agent supervisory features including silent monitoring, whisper coaching, and barge-in Agent-state management with not ready reason codes and after-call work reason codes Team Communicator for access to global and personal favorites, and agents, agent groups, and their availability statuses Recently dialed list [/sg_item][sg_item title="Software requirements"] Explorer, Firefox, and Chrome browser support (as stated by Salesforce) Genesys CIM version 8.1 or later Genesys Web Services version 8.5 or later [/sg_item][sg_item title="Salesforce integration"] Sales or Service Cloud Classic or Console mode Screen pop of records within the Salesforce interface Activity creation with post-interaction disposition [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4268"]
Increase efficiency medicare claims processing sb resource center en

Brochure

Increase Efficiency in Medicare Claims Processing

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Increase efficiency in medicare claims processing" sub_title="Use an omnichannel customer engagement platform to streamline " image="4263" filecta_label="Download PDF" filecta="4264"]Genesys Enterprise Workload Management can match each task type in the overall claims process with the right priority and person to handle it. Based on a combination of skill levels, task complexity and SLAs, our solution flexibly determines whether tasks can be selected by a staff member or proactively assigned based on availability (or some combination of the two).[/section_header][section_content][gsc_item format="content-a4" image="182018"]Most organizations, especially those handling millions of Medicare and Medicaid claims, are unable to effectively manage tasks and distribute work to the right resources in a timely and costeffective manner. These inefficiencies not only keep you from achieving your organizational goals, they also significantly impact customer satisfaction. Genesys, the omnichannel customer experience and contact center solution leader, has helped a number of government agencies improve both efficiency and customer satisfaction with the Genesys Customer Experience Platform. Optimize internal processes In the typical organization, offline work items are unmanaged, and the time required to address them is not tracked. This makes it nearly impossible to optimize the productivity of your staff and can result in frequent backlogs. Work items are kept in a multitude of applications or systems, and productivity drops when your employees are searching for the next task to tackle or, worse still, “cherry picking” items they enjoy instead of handling the most important ones. Genesys research reveals that backoffice employees spend 28% of their time performing unproductive tasks. Genesys solutions for enterprise workload management help you: Prioritize tasks based on value and staffing. Ensure service delivery levels. Analyze processes for efficiency and insight. Prioritize tasks based on value and staffing Aligning claims processing priorities with your organizational objectives is the key to efficiency. For example: Which claims should get the highest priority? Which tasks are in jeopardy of missing due dates? Which appeals processes might need specialized resources? Without a careful, rules-driven approach to task assignment, inefficiencies are virtually guaranteed. And with no visibility into which claim is with which agent—and when the agent viewed the claim—it’s virtually impossible to monitor the effectiveness, efficiency and skills of your staff. Genesys Enterprise Workload Management can match each task type in the overall claims process with the right priority and person to handle it. Based on a combination of skill levels, task complexity and SLAs, our solution flexibly determines whether tasks can be selected by a staff member or proactively assigned based on availability (or some combination of the two). Ensure service delivery levels The Genesys Enterprise Workload Management solution can automate processes to ensure that you meet service level objectives, contract agreements and performance objectives. For example, if your goal for initial processing time is 45 days, any unprocessed claims nearing that deadline could automatically be prioritized at the top of the task list. Analyze processes for efficiency and insight By seeing and understanding internal processes as they happen, you can identify unique opportunities for savings. Real-time and historical reporting within Genesys allow you to track, analyze and continually optimize claims processing as well as gain visibility into important trends in your constituency that you otherwise would not have seen. Improve the pre-claims experience Improving self-service and assisted-service offerings can streamline claims management— before a claim is even filed. Filling out Medicare forms requires specialized knowledge, and those who are new to the process frequently make mistakes. You can help your providers and customers by: Offering in-context web chat and the ability to co-browse with beneficiaries, providers and suppliers to complete online forms faster and with fewer errors; Providing personalized status updates via a sophisticated IVR, which can reduce call volume and allow your staff to handle more complex issues; Providing the ability to schedule a callback at a time convenient for both parties—with choices provided by phone, the web or through a mobile app—which increases the likelihood of issue resolution; Ensuring that all of the relevant information travels throughout the customer interaction, regardless of communication channel, so the responding agent automatically receives the full context—what we call “omnichannel engagement;” Proactively notifying providers or beneficiaries when errors or omissions are spotted— Twitter, Facebook, and mobile messaging to beneficiaries can include a link to a selfservice location or web page with instructions or updates; Communicating with your customers through the channels of their choice; When optimization processes are in place, tasks are streamlined, employees are empowered and customers receive consistent experiences across channels. Advantages of Genesys Genesys gives you: Single, comprehensive system of engagement 360-degree visibility and operational control for all customer engagements Integrated omnichannel workforce optimization suite Open and highly scalable platform Consistent, global operational control Let us show you how we can help your organization.[/gsc_item][/section_content][section_cta background_clr="bgc-lgray" title="By seeing and understanding internal processes as they happen, you can identify unique opportunities for savings. Real-time and historical reporting within Genesys allow you to track, analyze and continually optimize claims processing as well as gain visibility into important trends in your constituency that you otherwise would not have seen."][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download this PDF" filecta="4264"]
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Brochure

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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Datasheet

Genesys Voice Platform as a Service

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Brochure

Genesys Workload Management

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Datasheet

Genesys and AudioCodes

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys and AudioCodes" image="4225" filecta_label="Download a PDF" filecta="4226" img_alt_text="Genesys and AudioCodes"]Deploy a Resilient End-to-End Customer Experience Platform Including Infrastructure Components[/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Streamline purchase, deployment, and management Lower costs Eliminate time-consuming troubleshooting [/sg_item][sg_item] Centralize observation and management of infrastructure Grow confidence in continuous contact center operation [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Your contact center is the heartbeat of your business. You can’t afford to compromise on reliability. Every component—whether software or hardware—must interoperate flawlessly, ensuring the uninterrupted service your customers demand. To achieve this goal, the Genesys Customer Experience Platform is paired with AudioCodes infrastructure devices and services, such as phones, session border controllers (SBCs), gateways, and voice quality monitoring applications, all managed synergistically by a single management platform to ensure a high level of performance and reliability. Faster, Simpler Purchase, Deployment, and Lifecycle Management The partnership between Genesys and AudioCodes simplifies and speeds up purchase, deployment, and management of the solution: You purchase your solution and services through Genesys or your Genesys partner, eliminating the need to manage purchase orders and maintenance agreements from multiple vendors and simplifying purchasing and procurement. Genesys and AudioCodes test and validate components in joint lab facilities, ensuring seamless operation, integration and reliability. Components are pre-certified, resulting in faster activation and increased responsiveness to customer demands. After the initial purchase and installation, you have a single point of contact for support and lifecycle management, simplifying problem resolution. Quality and Resiliency Through Integrated Capabilities Your customers expect to be able to reach you 24/7. AudioCodes services and devices are integrated with the five 9s architecture of the Genesys Customer Experience Platform, enabling high availability and business continuity so you can provide uninterrupted service to your customers. Endpoints and infrastructure such as IP phones, session border controllers, and gateways are all managed by a single system. A voice quality manager monitors your voice network, pulls data from each device, and triggers alarms if user-defined thresholds are reached. You can troubleshoot and rapidly identify, isolate, and remediate VoIP issues, protecting your customer conversations from network problems. To help you reduce costly bandwidth of private connections and ensure reliable connectivity to branches and work-at-home agents, AudioCodes uses the most modern voice codecs, OPUS and SILK. To maintain call integrity under adverse network conditions, AudioCodes devices provide: Advanced voice processing and path optimization techniques Dynamic voice quality adaption Mitigation of impairments such as packet loss, jitter, and delay Optimizations of encrypted traffic You can deploy your full customer experience solution with confidence that the combined capabilities of Genesys and AudioCodes provide the continuous service your customers expect. Lower Risks of Contact Center Outages To help you mitigate risk inherent in any sophisticated contact center solution, our solution: Reduces incompatibility with a fully verified solution through certification and testing by joint Genesys and AudioCodes lab facilities Lowers the risk of missing targeted deployment dates through the use of installation wizards Uses a simplified and reliable VoIP migration Ensures network quality and capacity with Genesys Network Readiness Assessment Uses planning and design consultancy services for SIP migrations Provides rigorous network assessments, with experienced, highly qualified engineers Uses post-implementation services for ongoing assessment and proactive mitigation of any trouble areas By helping you proactively identify and address potential trouble areas, Genesys and AudioCodes ensure successful installations and upgrades, as well as ongoing monitoring and managing of your contact center. Confidence in End-to-End Contact Center Reliability and Quality The integration of the Genesys Customer Experience Platform and AudioCodes connectivity devices, applications, and services suite is pre-integrated, tested, and certified end-to-end. As a complete solution, it offers peace of mind from purchase to installation and throughout the lifecycle—whether on-premises, cloud, or hybrid deployments.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Solution and Service Components"][sg_item] Gateways to connect to traditional PSTN E1 and T1 trunks Session Border Controllers to connect to SIP trunks and provide security IP Phones optimized for VoIP [/sg_item][sg_item] Session Experience Manager to monitor networks and quickly isolate and remediate issues Element Management System for centralized administration, provisioning, and management Network Voice Readiness Assessment to ensure network is ready [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4226"]
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Genesys Preference Management

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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 Workspace

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Genesys Pulse

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Genesys Web Engagement

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Web Engagement " sub_title="Improve Customer Service and Increase Sales Conversion with a Proactive Customer Experience " image="4181" filecta_label="Download PDF" filecta="4182"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before. Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioral customer information with a clear, real-time view of the resources available in your contact center, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource. Reduce Customer Effort With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact center resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience. Increase Online Sales Conversions Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment. Personalize Customer Experience By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalized experiences. Drive New Revenues Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provide superior customer experience Enhance customer satisfaction Prioritize valuable interactions to your organization Improve FCR Minimize site abandonment [/sg_item][sg_item] Increase online sales conversions Raise average order value Lower average handle times Maximize productivity of contact center resources [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Web Monitoring and Reporting"]Follow customers in real time as they navigate your website from a computer, mobile phone, mobile application, or IoT device, and monitor their activity, including mouse and keyboard events. Gain insight into more than simple page visits. Visualize user behavior with advanced reporting dashboards, including geolocation and trend line data.[/sg_item][sg_item title="Continuous Customer Engagement"]Decide when to engage a customer based on full contextual interaction history across all channels. Assist customers already engaged with an agent by concurrently offering personalized ads, articles, and more. Optimize the number of invitations you send with intelligent pacing technology. Use a missed opportunities queue to track web users who qualified for assistance but could not be served.[/sg_item][sg_item title="Business Rules Management "]Apply simple rules to detect customer struggles, such as a failure to log in, submit a form or find information on the website, and provide assistance in a timely manner.[/sg_item][sg_item title="Omnichannel Support"]Proactively engage in any manner needed to deliver business results and enhance customer experience via chat, web callback, WebRTC, email, SMS, and FAQs. Start journeys for web visitors during their first visit, and continue to manage their journeys during ongoing interactions and visits.[/sg_item][sg_item title="No Impact to Website Changes"]We understand that your websites are constantly changing. Genesys Web Engagement is built to handle these changes, without any alterations to web tracking.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace) "]Provide your agents with the information they need to personalize each interaction. With a fully integrated, unified desktop, agents are equipped with customer records, complete with omnichannel contact history and a standard response library, leading to higher agent performance and an effortless customer experience.[/sg_item][sg_item title="High Availability"]Web Engagement offers high availability capabilities and horizontal scalability via N+1 architecture with seamless failover in case problems arise, providing secure business continuity for mission-critical operations.[/sg_item][sg_item title="Security"]Web Engagement uses HTTPS and mutual transport layer security to secure and support communication between Web Engagement and other Genesys servers as well as the data exchange between Genesys Web Engagement and customer browsers.[/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key Features"][sg_item title="Monitor"] Out-of-the-box business events for capturing searches and time-out, as well as mouse and keyboard inactivity Out-of-the-box rule templates and business rules interface for defining engagement rules Advanced reporting dashboards for web behavior metrics, including geolocation and trend line data [/sg_item][sg_item title="Qualify"] Actionable behavior patterns for customer interest, campaign success, agent intervention, and offers of support Intelligent pacing of engagement invitations Multiple engagement offers allowed simultaneously [/sg_item][sg_item title="Engage"] Pop-up widgets in customer browsers Live monitoring of customer during engagement Unified customer record including integrated view of web history Missed opportunities interaction queue to track customers who could not be served [/sg_item][sg_item title="Optimize"] Continuous optimization process Monitor campaign and rule performance to track progress towards goals Realize goals by optimizing rules based on actual data and customer behavior [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4182"]
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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 Digital

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Digital " sub_title="Increase revenue and reduce costs by orchestrating omnichannel customer journeys" image="4153" filecta_label="Download PDF" filecta="4154"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Digital channels"] Create proactive engagement on your website and mobile apps at critical times to offer promos or service to reduce bounce rates or abandonment. Omnichannel creates context and consistent customer experience across all non-voice channels, including web chat, email, SMS, social and messaging apps. • Support multimodal interaction over multiple channels to reduce resolution times. For example, you can push a form to a customer over the web while still on phone. [/sg_item][sg_item title="Customer experience platform"] Native technology targets all channels, including voice, across a common platform for lower TCO, improved service and reporting consistency. An omnichannel desktop handles all channels, including voice, integrated knowledge and journey history. The result is increased agent productivity, improved customer experience through reduced effort and increased first contact resolution. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Digital transformation is one of the most important trends shaping the future of business. It is the realignment of, and investment in, technology and business models that will more effectively engage digitally savvy customers at every stage in the omnichannel customer journey. Digital transformation changes the way companies sell, market, operate and scale in an increasingly digital economy. This transformation is not without challenges. The rise in multichannel touchpoints has greatly complicated the end-to-end customer journey, especially as use of mobile devices increases. Customers expect to receive consistent and personalized experiences—no matter which channel they use. But it difficult to manage the customer experience across self-service and assisted service when each channel emerges from a separate technology silo. Without contextual awareness for customers and their journeys, or visibility into the service or sales performance provided, you get an impersonal experience that creates dissatisfied customers and inefficient operations. Automation and blended Artificial Intelligence offer new opportunities across the enterprise Artificial intelligence (AI) has tremendous potential in the world of digital customer experience—from automating tasks like setting appointments and troubleshooting problems to empowering customers to serve themselves. Machine learning and predictive decision-making capabilities offer the promise of intelligent and faster data processing that wasn’t possible before or was highly inefficient when done by humans. Genesys enables a hybrid approach called “blended AI,” which puts AI and bots into action to augment the jobs humans do. Blended AI tackles the grunt work of collecting information and processing data which, in turn, empowers people to provide better, more meaningful service. With bots handling common issues, agents have more time to deal with complex and nuanced issues that require a human touch. This blended AI approach combines artificial intelligence with the power of the human touch to reshape the way businesses create higher levels of customer satisfaction and efficiencies. Asynchronous communication empowers long-lived conversations at the customer’s pace Messaging is the fastest growing and most widely used form of interpersonal communication, outpacing SMS and social networks. The ubiquity of messaging applications and their growth trajectory make them an important consideration and opportunity for customer experience and sales operations. Businesses now have an opportunity to incorporate messaging apps into their customer experience strategy, meeting customers where they most frequently communicate. Genesys enables organizations to use a combination of automated and agent-assisted interactive dialogs, bringing the benefits of interactive messaging into customer service, sales and marketing operations. You can escalate messages that require special handling to live agents, when needed. For consumers, this brings convenience, immediacy, ease-of-use and self-service; it also eliminates the need for customers to wait on hold. For businesses, it means high response rates, cost effectiveness, reduced inbound calls, increased agent productivity and improved customer experience. Effectively manage the digital workforce To effectively deliver an optimal experience across the omnichannel customer journey, you need to plan and deploy the right staff—at the right time—for the right customer. Many companies struggle to staff a workforce across all channels and touchpoints. In fact, studies show that a top pressure for management is the need to improve overall workforce productivity through better employee management. Optimizing your workforce starts with accurate forecasting and cost-effective scheduling across all communication channels. Too often, these channels are managed in silos, creating great complexity and manual work for your planning department. Additionally, performance data must be gathered from multiple places to ensure accurate and effective schedule forecasting. Genesys Digital, along with workforce optimization capabilities, automates the manual work of your operations and planning teams, increases first-contact resolution, improves staff productivity and helps you deliver on your SLAs within budget. The workforce is often the brand ambassador to your customers and directly affects their experiences. With Genesys, you ensure they’re well-trained and informed, reducing labor costs and driving efficiencies. Drive revenue The continued growth of online and mobile shopping has made it incredibly easy to comparison-shop with little concern for brand loyalty. Customers choose to do business with companies that offer the lowest price or the best services in the most efficient manner. Companies compete now more than ever to fend off increasingly high levels of abandoned shopping carts and lower sales conversions. Genesys Digital provides the capabilities needed to track customer actions across channels to proactively engage customers at the precise moment of opportunity. This reduces shopping cart abandonment, improves conversion rates and reduces churn. Companies continuously struggle to understand the buying habits and behaviors of their customers. They must determine: Which sites customers have visited; What channels were used to search for products and services; When and how to effectively engage with these customers. Compounded with the difficulty in attributing anonymous web traffic and a lack of contextual awareness, many companies’ websites are full of wasted opportunities to create meaningful customer engagements. Genesys makes it significantly easier to manage a customer conversation that could stretch across multiple touchpoints and time by basing engagement decisions on customer context from current and past interactions—at the right moment and with the right resource. The seamless, personalized experience increases the likelihood of a customer recommending your product or service for a higher overall Net Promoter Score (NPS). Deliver an omnichannel customer experience Most companies today can only support multichannel—not omnichannel—customer engagement. While they support many channels, they typically cannot support multiple channels simultaneously within a single interaction (multimodality), cannot link interactions in a step-by-step workflow (orchestration), and cannot manage the lifecycle of the customer journey (design, orchestrate, monitor, tune) to provide a personalized and context-appropriate experience for every customer (journey management). This leaves companies unable to provide the type of personalized context-appropriate experience today’s digitally driven customers demand. Genesys Digital combines multimodality, orchestration and journey management to provide a great omnichannel customer experience with compelling business outcomes. Most customer journeys begin on self-service touchpoints. Yet, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and a poor customer experience. With Genesys Digital, you can transform self-service and assisted service engagement by orchestrating designed omnichannel customer journeys across all touchpoints and channels to deliver a consistent, seamless and low-effort customer experience. Modernize with Genesys Digital It is time to modernize the digital customer service and sales experience with Genesys Digital. Our solution is comprised of a natively developed suite of digital channels that are built on a common channel infrastructure within a single customer experience platform. The result is less complexity and the elimination of silos, which reduces costs. With integrated workforce management and analytics, you have everything you need to deliver a consistent and seamless omnichannel customer journey and experience. Be prepared for the digitally savvy customer If your organization is in the midst of a transformation to better prepare for the digital economy, contact Genesys. Learn more about how Genesys Digital can help increase revenue and reduce costs by orchestrating omnichannel customer journeys designed for optimal experiences.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray"][sg_item title="Workforce"] Integrated digital workforce management uses a unique algorithm designed for non-voice interactions to improve the accuracy of forecasting, scheduling and adherence. Cross-channel SLA management improves insights, adherence, and continuous reprioritization and assignment by value. It also reduces payment of penalties and delivers a consistent experience over any channel by customer segment. [/sg_item][sg_item title="Analytics"] Speech and text analytics understand causes of issues and improve conversion rates. Cross-channel digital quality management works with text analytics to monitor the quality of assisted interactions and to identify training opportunities—improving compliance adherence and first-contact reso [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4154"]
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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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Genesys SIP Voicemail

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="SIP Voicemail" image="4133" filecta_label="Download PDF" filecta="4134"]Genesys SIP Voicemail is a 100% software-based solution that enables network-wide voicemail services. It is deployed together with Genesys SIP Server for optimal contact center and customer service operations.[/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Agent and group voicemail Email notification for new voice messages Configurable greetings—including standard, personal, and absence greetings Multi-language support with 12 languages Message waiting indication (MWI) [/sg_item][sg_item] Highly scalable up to 15,000 mailboxes Supports high availability Secure voicemail service with transport layer security (TLS) and secure real-time transport protocol (SRTP) Web-based user interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Ensure continuity of customer service operations SIP Voicemail is a secure, scalable, and flexible voice messaging application specifically designed for contact centers and customer service. It allows companies to retrieve and respond to customer voice messages left in group mailboxes during peak times and after hours. This optimizes customer service continuity, since companies will no longer miss customer inquiries, and customers will no longer have to make repeated inbound calls to engage with the company. Improve the customer experience and increase business opportunities SIP Voicemail provides a superb, reliable customer experience for many high-touch customer service operations in industries such as banking and finance, insurance, healthcare, and more. When key customer service representatives, service specialists, and account managers have SIP-based personal voice mailboxes, companies are able to provide differentiated and personalized services to their high-value customers. Easy management via a user-friendly interface SIP Voicemail services are accessible through the telephone user interface (TUI) from a desk phone or agent desktop application. Users can easily manage their personal options with the web-based management interface. Enable a cost-effective, fully integrated IP/SIP customer service operation SIP Voicemail integrates seamlessly with SIP Server and Genesys Administrator to provide scalable, reliable, and secure voicemail services without requiring specialized hardware. With single-server or multi-server deployment options, Genesys SIP Voicemail supports great flexibility, streamlined management, and cost-effective customer service operations.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="Pure software solution"] SIP signaling-based Fully integrated with Genesys SIP Server Supports off-the-shelf hardware running Red Hat Enterprise Linux 5 and 6 (64-bit) [/sg_item][sg_item title="Message envelope elements"] Caller ID Time stamp (date and time of message delivery) Duration of the message [/sg_item][sg_item title="Supported voice codecs"] G.711 G.722 G.729 G.726 G.729 AMR GSM AMR-WB [/sg_item][sg_item title="Language support via TUI"] Chinese (Cantonese) Chinese (Mandarin) English (UK) English (US) English (Australian) French German Italian Japanese Portuguese Russian Spanish (Latin America) Spanish (Europe) [/sg_item][sg_item title="Message storage"] Distributed message storage in redundant database with configurable replication strategies [/sg_item][sg_item title="Web interface language support"] English [/sg_item][sg_item title="Depositing voicemail"] Email notification of deposited voicemail messages through Simple Mail Transfer Protocol (SMTP) Direct inbound calls routed to agent mailboxes Inbound calls to main/shared number routed to group mailboxes Optional routing strategies based on time-ofday/day-of-week, current queue times, etc. with Genesys Routing [/sg_item][sg_item title="Retrieving voicemail"] Optional PIN security for mailboxes Operation modes: playback, pause/resume, replay, store, skip, delete Email notification for deposited voicemail messages through SMTP Desk phone voicemail retrieval using TUI with DTMF Remote voicemail retrieval using TUI with DTMF Group mailbox voicemail retrieval (with PIN) [/sg_item][sg_item title="Message waiting indication"] Agent mailbox MWIs displayed on their desk phones and desktops Option to display group mailbox MWIs on agent desktops and phones [/sg_item][sg_item title="Multiple time zones"] Support for all official time zones Time zone configurable per mailbox [/sg_item][sg_item title="Available actions"] Message 10-second skip back/ahead Message pause/resume Message skip/delete/save Envelope/full message header information [/sg_item][sg_item title="Caller options"] Listen to recorded message Erase and re-record message Cancel recording Voicemail opt-out (return to self-service without leaving a message) [/sg_item][sg_item title="Voicemail access"] From local SIP endpoint or remote device (such as mobile, PSTN phone, etc.) Web-based access to voicemail [/sg_item][sg_item title="Greetings"] Standard greeting Personal greeting—recorded per mailbox Absence greeting—recorded per mailbox Greeting toggle option via TUI or web interface Optional system-wide notification/disclaimer [/sg_item][sg_item title="Operating systems"] Red Hat Enterprise Linux Release 5 and 6 (64-bit) Windows 2008 and 2012 (64-bit [/sg_item][sg_item title="High availability"] Supports high availability—active/active redundancy Multi-site/multi-instance support with SIP business continuity [/sg_item][sg_item title="Serviceability"] Administration through Genesys Administrator Dedicated web user interface for easy management [/sg_item][sg_item title="Security"] PIN-restricted message access Encryption of RTP flows (SRTP) and call signaling (TLS) [/sg_item][sg_item title="Scalability"] Scalable with Genesys SIP deployment [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4134"]
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Executive Brief

10 Reasons Why the Genesys Customer Experience Platform is the Right Choice for You

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="10 Reasons why the Genesys customer experience platform is the right choice for your contact center" image="4129" filecta_label="Download a PDF" filecta="4130" img_alt_text="10 Reasons why the Genesys customer experience platform is the right choice for your contact center"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Having a platform that manages only interactions and work items is not enough. You need a solution that interoperates with your existing systems, so you can leverage contextual data to orchestrate your customer journeys. End-to-end, omnichannel journey management Many organizations offer multiple channels to their customers, yet these channels are often controlled by disparate systems. This creates erratic experiences and significant manual work for your operations teams. Our powerful platform unifies all communication channels, interactions, and work items so you can design, monitor, and tune the entire customer journey and deliver a consistent, omnichannel customer experience improving top-line and bottom-line growth. Acceleration of desired business outcomes The Genesys Customer Experience Platform is designed to boost measurable improvement of KPIs such as Net Promoter Score, customer satisfaction, and conversion. Our solutions also give you the ability to meet more traditional call center metrics, including first contact resolution, average handling time, employee occupancy, transfer rate, and more. One solution for infrastructure and workforce optimization The Genesys Customer Experience Platform integrates workforce optimization with your contact center infrastructure, vastly simplifying your operations. Powerful features allow you to identify high-performing areas as well as inefficiencies and gaps—and then use that information to vary routing, work assignments and supplement agent skills. With precise, multichannel forecasting, you can anticipate workload demands and address unexpected fluctuations. Optimize processes, refine your products and services, and even ensure regulatory compliance with our single, integrated platform that promises a unified 360 degree customer view. Integration with existing architecture Having a platform that manages only interactions and work items is not enough. You need a solution that interoperates with your existing systems, so you can leverage contextual data to orchestrate your customer journeys. The Genesys Customer Experience Platform integrates with leading CRM software—such as Salesforce, Oracle, SAP, and Zendesk—right out of the box. You can also use our rich APIs to combine the power of Genesys with your specific IT systems and transform your overall customer experience. An omnichannel agent desktop One of the challenges of multi-channel operations is that agents often are forced to use different desktop applications when engaging with customers. This hinders their ability to automate tasks, limits insight into customer journeys, and introduces operational inefficiencies. A single desktop application that works with your CRM applications and controls all interactions and work items enables your agents to provide consistent, contextual customer service. Effective administration of distributed contact centers Large contact center operations that use disjointed systems and that are distributed over many locations—including branches, back offices, and outsourcers—present challenges and inefficiencies. With the Genesys Customer Experience Platform, you can create a virtual workforce pool, achieve economies of scale, and exert greater control over all locations and operations. Integrated multi-channel dashboards, workforce planning, and skills management applications empower your team to meet SLAs across all channels, every single day. Flexible deployment Our platform scales with your needs and supports any type of deployment: on-premise, cloud, or hybrid. Unlike other vendors, our solutions are tailored to the needs of contact centers of all sizes, budgets, and customer support requirements. Choose from a range of capabilities to help differentiate and personalize customer service and support. Trusted, global expertise With more than 25 years of experience, Genesys will ensure a successful deployment and help optimize your operations. We’ll devise strategies to fit your needs, help you add applications faster, raise productivity, and satisfy your regulatory compliance requirements. Genesys works with your team to share robust technical knowledge and offer flexible training options—so your team can get the most from your Genesys Customer Experience Platform. Recognition as a Gartner Magic Quadrant leader for eight consecutive years Genesys has been a Leader in the Gartner Contact Center Infrastructure Magic Quadrant for eight years in a row and leads the industry in what Gartner calls “completeness of vision” and “ability to execute.” Our proven track record in contact center and customer experience innovation creates a solid foundation for building and executing your customer experience strategy. CX innovation and contact center expertise Exceptional customer experience demands innovation, and Genesys has a long track record of innovation in both cloud and on-premise customer engagement solutions. We help organizations achieve the best possible outcomes by orchestrating epic omnichannel customer journeys that build lasting relationships with customers. [/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4130"]
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Datasheet

Genesys Inbound Voice

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Inbound Voice" image="168576" img_alt_text="Inbound Voice" filecta="4126" filecta_label="Download PDF"]Customer loyalty today is harder to build and tougher to keep than ever before. Genesys Inbound Voice helps you provide a great customer experience with every voice interaction, matching each caller with the best agent—across any location and regardless of contact center infrastructure. Customer data, including interaction history, and user-defined business priorities are used to make real-time routing decisions, delivering each call, along with relevant information, to the best-suited agent.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]  Provides customer choice and legacy investment protection Routes calls based on real-time statistics, customer data, and customized business rules Improves first contact resolution Enables customer segmentation and personalized service experience Creates a unified, virtual contact center Balances workload across multiple contact center sites Maximizes agent productivity Differentiates customer service with a callback option [/sg_item][sg_item title="Key Features"] Business priority routing Virtualized contact center Relationship-based, data-driven routing Screen pops with customer information Supports third-party PBXs Centralized management, configuration, and administration Open-standards, software-based Real-time and historical reporting; predefined customizable reports Workforce schedules feed routing decisions [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Call routing by business objective Inbound Voice uses your company’s defined business priorities to segment and prioritize interactions based on criteria such as business value, desired service level, required resources, and current contact center traffic conditions. This enhances your ability to meet your SLAs for all voice interactions—without creating complex routing strategies or adding resources. With every call, multiple criteria are taken into consideration when making the routing decision. In addition to business priorities and customer data, priority-tuning factors are assessed: highest assigned priority, age of the interaction, “what if” wait times, and other variables. These elements work together to ensure every voice interaction, along with relevant information, is delivered to the agent best able to address the customer’s needs. Call routing across the virtual contact center With Inbound Voice, companies can route calls across geographically dispersed sites. All of your locations and available resources are considered as one virtual contact center. That means more efficient utilization of resources, reduced workforce expenses, and increased flexibility. Customized call routing strategy and design Contact center managers can build and customize individual routing strategies through an easy-to-use, graphical interface. It’s simple to update routing strategies based on customer data, service objectives, call center resources, and other factors. This flexibility ensures your routing strategy stays aligned with your company’s business objectives, even as they change over time. You can react immediately to changing conditions by using service-level routing to proactively manage varying conditions in real-time, automatically invoking and releasing additional resources as needed. Monitoring, reporting, and analytics of voice interactions Genesys enables real-time monitoring of statistics such as the number of interactions in a queue, average wait times, SLA adherence, and current activity for agents and groups of agents. Comprehensive information analysis with intelligent, business-oriented historical reporting tracks all necessary data related to contact center activity, from records for each customer interaction to high-level summary reports.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Capabilities"][sg_item] Helps meet service levels by virtualizing contact center operations Improves customer service by automatically balancing needs of all customer segments when making routing decisions Optimizes customer journey by orchestrating each interaction using the context of previous ones Increases first contact resolution by matching every customer with the best available resource across the enterprise Improves resource utilization and reduces expenses by pooling all agent resources across all locations into one virtual contact center Enhances workforce flexibility by enabling the use of remote and home agents as well as back-office workers [/sg_item][sg_item] Helps meet goals across the enterprise by balancing service objectives, business strategies, and agent utilization Facilitates accurate long-term planning and scheduling through business-level reporting, enabling comparison of planned versus actual interaction handling times Assists in consistently meeting business objectives by adapting in real time to changing contact center conditions and resource availability Simplifies management, configuration, and administration with a single interface to manage all locations Improves schedule adherence by using agent schedules when making routing decisions [/sg_item][/section_grid][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Switches supported"] Alcatel-Lucent Aspect Avaya/Nortel BroadSoft Broadworks Cisco Genband/Nortel NEC Microsoft Lync/Skype for Business Mitel/Aastra/Ericsson NEC Unify/Siemens [/sg_item][sg_item title="Computer-telephony integration"] Screen pops with customer information Intelligent transfer of customer information between agents Softphone controls [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" background_img="143229" filecta_label="Download" filecta="4126" title="Get a PDF copy of this asset"]
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Conversation Manager

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Genesys Co-Browse

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Datasheet

Genesys Customer Experience Analytics

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Experience Analytics" sub_title="Actionable insights into your contact center operations, on-demand and in the cloud" image="4113" filecta_label="Download PDF" filecta="4114" img_alt_text="CX Analytics"]Genesys Customer Experience Analytics gives business-centric analysis of contact center data to provide increased insight into the customer experience. Detailed reporting of application performance includes call data, Voice User Interface elements, agent performance, SLAs and more. Supervisors have everything they need to optimize efficiency and performance, from a mobile-accessible supervisor desktop to realtime metrics, reporting and call monitoring.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Complete end-to-end reporting - Trace calls from IVR to call center and gain insight based on IVR tasks and variables defined in the application. Custom reports and delivery - Start with a report template, customize your reports and save them in the “My Reports” section to access later, or schedule them for automatic export and distribution. Call volume reports allow you to drill into core metrics and turn this data by various time frames. Performance & VUI analysis reports give a deep dive into caller paths, task completion rates, speech errors and more. Multichannel queue statistics and activity reports give insight into call center calls, SLAs, abandoned calls, missed calls, handle time, etc. Agent performance reports insight into agent statistics—talk time, consult time, hold time, acw time, busy time, ready/not ready time [/sg_item][sg_item title="Benefits"] Complete end-to-end reporting Application performance reports Queue and agent call center reports Customizable views Funnel analysis Export and share Real-time and historical reporting Anywhere Access [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer Experience Analytics benefits"]Genesys Customer Experience Analytics helps companies assess their contact center applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience. Increase customer satisfaction Through continuous analysis of your contact center applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction. Detect application performance issues Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow. Increase containment Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly. Improve agent productivity Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. Meet and exceed SLAs View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item] Voice user interface reports Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application. Application performance reports Measure and track task completion metrics, automation and containment rates call queue and agent activity, and transferred call statistics. Customizable reports and dashboards Customize report views or create interactive, multi-tabbed dashboards from multiple data sources. Customize reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to various formats—HTML, PDF, CSV, XLS. Funnel analysis View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang-up points. [/sg_item][sg_item] Export and share Schedule reports to be automatically delivered via email to all major stake holders, or export reports to Excel for further analysis. Historical reporting Pull reports based on hundreds of metrics to review and measure the IVR, agents and routing, for example call parameter to see how your call metrics change over time. Real-time monitoring and reporting Customizable business dashboard for immediate insights on call center activities allowing for quick changes as needed before trouble areas escalate. Anywhere access Genesys is on-demand and all reports can be accessed online wherever there is an internet connection or from IOS mobile applications downloadable from the Apple App Store.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4114"]
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The IBM Tealeaf and Genesys Solution

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Improve CX and Efficiency With An Enhanced Salesforce Implementation

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Improve CX and efficiency with an enhanced Salesforce implementation" image="4105" filecta_label="Download a PDF" filecta="4106" img_alt_text="Improve customer experience and efficiency with an enhanced Salesforce implementation"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy setup with out-of-the-box integrations Immediate ROI with improved agent efficiency Personalize all customer interactions Full business intelligence analytics drive actionable insights [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Genesys-Salesforce integration As organizations leverage the power of Salesforce for both sales and service, it is critical they focus on providing a great customer experience across all communications channels. Customers expect personalized, relevant and timely information—whether they call in to a company or they receive messages from the companies they do business with. Genesys easily integrates with Salesforce, giving organzations the tools needed to provide a seamless and consistent customer experience. When organizations handle inbound inquires from customers, the Salesforce integration enables businesses to easily enhance their Salesforce implementations with powerful features that improve caller experiences and increase business productivity. The integration enables automated case/lead creation and look-up, personalized call routing and agent screen-pops with the ability to pass information and custom objects to the agent. Only with Genesys can you easily add both automation and customized call handling. Additionally, when proactively contacting customers, organizations can quickly execute campaign calling lists from Salesforce. Businesses can implement multichannel outbound campaigns including alert messaging, outbound IVR, predictive/preview/manual dialing, email and text messaging. Plus, after an outreach attempt is completed, results are automatically written into the activity log of the customer record. Solution overview With the Genesys-Salesforce integration you can add data-driven automation through self-service IVR applications by accessing Salesforce data at the outset of every call. This enables each and every call to be personalized utilizing the Genesys CTI and screen pops. As a result, you can focus solely on the customer and position your business as best-in-class and not worry about your technology solution. Genesys integrates with both Salesforce for Service Cloud and Salesforce for Sales Cloud. Benefits for Salesforce for Service Cloud users: Personalize customer interactions: Use a “data-dip” of the customers’ account information and previous case history to greet each customer with a personalized message. Customize automated options for callers upfront: Present customers with the status of their case first through a self-service IVR application, and then give them the option to re-open the case, update that case or transfer to an agent. Interact with customers naturally: Use the highly effective speech recognition engine to save callers time Screen-pop customer data to an agent: Leverage the Genesys CTI to customize a screen-pop with all information gathered through the self-service application, along with any customer’s previous history, allowing the agent to provide a more personalized experience. Enable automated secure transactions: Transfer the customer to the self-service application menu for payments or other sensitive transactions and then the agent can take back the call to continue the conversation, leading to a more effective first-call resolution. When tickets are closed, automatically send multi-channel customer surveys with the ability to escalate to live agents when necessary. Benefits for Salesforce for Sales Cloud users: Automatically capture consumer information to instantly create leads such as name, address and phone number prior to delivering the inbound call to the sales agent. Execute proactive campaigns utilizing lists of leads, contacts and cases for outreach via Genesys Proactive Customer Communications platform. Enable priority routing for inbound calls to ensure all “hot-leads” jump to the front of the queue to increase closure rates. Create customized, multichannel contact strategies to new leads or updated contacts in real-time. Store details about all customer communications (date, time, duration, agent, call result) and recordings in the Salesforce record. Enable your agents to offer a more tailored experience by presenting a custom screenpop, including relevant call history, using the Genesys Cloud CTI plugin. Provide screen-pops with information gathered from inbound and outbound interactions and previous history using Genesys Cloud CTI, allowing agents to provide a more tailored experience. Simplify the agent experience by eliminating multiple systems needed and increase productivity through a single integrated, multichannel user interface. Gain insight into your pipeline via simple inbound calls. Managers can call in and obtain a voice rendition of their opportunities reports and pipeline status. The Genesys and Salesforce integration advantage Improve customer experience Customer interactions are mapped against Salesforce objects to find a record match based on the caller’s phone number or any other defined data point. Genesys then screen-pops the Salesforce record via Genesys CTI to the agent along with any other data collected. This allows the agent to greet the caller in a personalized manner, enhancing the customer experience. Tap into the Genesys Customer Experience Platform to provide superior customer experience including Self-Service Inbound IVR, Proactive Customer Communications and Virtual Call Center/Cloud ACD. Increase agent efficiency Save your sales or support staff time and increase the accuracy of your data. Agents can quickly place outbound calls by clicking on a phone number from any Salesforce record, whether they include cases or contacts. All calls placed are automatically logged in Salesforce, including call results, call details and any custom information. This automation increases agent productivity and ensures a systematic tracking of all call activities. Additionally, all incoming calls are automatically logged into Salesforce based on the parameters set up, such as by case or contact. Deploy and maintain The Genesys and Salesforce integration does not require any you to install any hardware or software. It is easy to deploy and can be accessed through any browser such as Internet Explorer, Chrome, Firefox or Safari, and any operating system, eliminating any dependency on IT to install or manage. Plus, Genesys-Salesforce integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4106"]
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Genesys Automatic List Loader

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Turn on Great Customer Experiences in Insurance

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Turn on Great Customer Experiences in Healthcare

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Turn on Great Customer Experiences in Government

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Turn on Great Customer Experiences in Energy & Utilities

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Turn On Great Customer Experiences in Banking

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Genesys Text Messaging

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Genesys Care Support Architect

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Datasheet

Technical Account Manager

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Technical Account Manager" sub_title="A trusted advisor and main point of contact to maximize your on-premise Genesys environment" image="181931" filecta_label="Download PDF" filecta="4070"][/section_header][section_grid column="grid-1x1" background_clr="bgc-lgray"][sg_item title="Benefits"] Main source of contact at Genesys for your organization Proactive advocate who drives issues to resolution and provides constant updates Communications expert to manage and align all internal and external stakeholders’ needs Key resource that tracks open cases and runs performance metrics [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Minimize risk across your environment Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk. With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimize the overall risk across your environment. As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements. Profit from proactive advocacy The Technical Account Manager is your Genesys advocate who: Flags critical path items and ensures remediation plans are clear Enables quick and effective support specific to your unique environment through Genesys Customer Care Represents your needs during Genesys product lifecycle planning Leverages collective knowledge across technical teams, platform infrastructure interfacing systems, call flows, and reference documents Advises you on training, staffing, and other valuable services Manages regular reviews to discuss operational issues, track open cases, and support performance metrics Ideal for companies experiencing change Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for: Management of systems consolidations after mergers/acquisitions Multi-site implementations Parallel application or complex offer deployments Ongoing management of complex environments Integration of Genesys with other technologies For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option. Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable column="col-3"][omnitable_row headerrow="header-row"][omnitable_col] Flex Care [/omnitable_col][omnitable_col span="span-2"] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col span="span-2"]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][omnitable_col]Extended Support[/omnitable_col][omnitable_col span="span-2"]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][omnitable_col]Special Event Support[/omnitable_col][omnitable_col span="span-2"]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][omnitable_col]Support Architect[/omnitable_col][omnitable_col span="span-2"]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimization recommendations, and capacity planning[/omnitable_col][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col span="span-2"]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Global Telecommunications Company" speakerquote="The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go. " background_img="143229" filecta_label="Download a PDF" filecta="4070"]
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Video

Great Customer Experiences Require Proactive Communication

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Cloud Contact Center Capabilities from Genesys

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Genesys Training Manager

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Genesys Skills Assessor

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Turn Abandoned Shopping Carts into Sales

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Raising the Bar: Building Propositions Around Customer Service

Great healthcare insurance customer experiences start with genesys br resource center en

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Great Healthcare Insurance Customer Experiences Start with Genesys

Audiocodes management monitoring application ds resource center en

Datasheet

AudioCodes Management and Monitoring Applications for Genesys

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="AudioCodes Management and Monitoring Applications for Genesys" image="4039" filecta_label="Download a PDF" filecta="4040" img_alt_text="AudioCodes Management and Monitoring Applications for Genesys"][/section_header][section_grid background_clr="bgc-lgray" title="Highlights"][sg_item] Enables simple and low risk deployment of SIP-based contact centers Assures high-quality voice Reduces operating expense and total cost of ownership [/sg_item][sg_item] Simplifies identification of network issue and fault management Reduces administrative overhead Eliminates the need for expensive external probes [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Your IT department knows that when every component of your contact center operates flawlessly, you’re able to deliver the continuous service customers expect. IT is also responsible for responding rapidly when needs of your business change, whether the requirement is adding new agents or endpoints or deploying mass software updates and configuration changes. In partnership with AudioCodes, Genesys can simplify the centralized management and monitoring of your contact center. A Genesys and AudioCodes solution eliminates the need to switch between multiple tools to monitor and manage your network and endpoints. The unique integration between Genesys IP phones and AudioCodes network monitoring tools enables you to pinpoint problem areas instantaneously, giving you everything needed for end-to-end management of performance and reliability of your contact center. With AudioCodes Element Management System you can manage your network and endpoints, quickly identify and resolve voice service problems, and act to prevent problems. The Session Experience Manager is a VoIP network monitoring and troubleshooting application. Together, they provide a proactive detectionto-correction function resulting in continuous service availability. Element Management System Element Management System is a centralized management tool for the AudioCodes product portfolio, including session border controllers, media gateways, and IP phones. Element Management System includes: Full coverage of the entire set of actions required to manage the voice network Support for mass software updates and configuration changes Remote management and control of IP phones at any location Session Experience Manager Session Experience Manager is an intelligent monitoring and troubleshooting analysis tool that enables IT managers to quickly identify, fix, and prevent issues that can affect users’ voice experience. Session Experience Manager includes: Real-time monitoring of the entire VoIP network’s quality, including the data center, branches, and remote agent sites Proactive detection and prevention of issues before they are noticed by users Quick identification and repair of issues once they occur Embedded probing capability to spotlight specific issues [/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical Specifications [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Northbound Interfaces[/omnitable_col][omnitable_col]Network Management System: Commands and traps are relayed via the AudioCodes API[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices[/omnitable_col][omnitable_col] Mediant 500/ 800/ 1000/ 2000/ 2600/ 3000/4000/ 9000 Mediant VE and Mediant SE 400HD IP phone family Media Pack device [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Telecommunications Management Network Standards support[/omnitable_col][omnitable_col]International Telecommunications Union recommendation M-3010 series[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Fault, configuration, accounting, performance, and security (FCAPS) functionality[/omnitable_col][omnitable_col]Provides: Fault management Configuration and provisioning Administrative support Performance management Security functions [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-3"] Session Experience Manager (SEM) [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices and server[/omnitable_col][omnitable_col]AudioCodes session border controllers, media gateways and IP phones[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Network topology[/omnitable_col][omnitable_col]Entire network/ selected devices/ selected links/ per time selection[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call details[/omnitable_col][omnitable_col]Call lists (per device/link)/ Extensive voice quality details[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call trend statistics[/omnitable_col][omnitable_col]Alarms from devices, activated upon userdefined thresholds: Active alarms/ alarm history/ alarm details in both active and historical views Search entire alarm table for any data string [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Alarms[/omnitable_col][omnitable_col]ITU-T recommendation M.3010 series; fault, configuration, accounting, performance, and security alarming[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reports[/omnitable_col][omnitable_col]Network (per device/link)/ trends/ top users[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Users[/omnitable_col][omnitable_col]Connection to Active Directory/ end users’ satisfaction list/ end users’ satisfaction dashboard/ contact end users directly from Session Experience Manager[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported platforms[/omnitable_col][omnitable_col]VMware[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4040"]
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Genesys 405 IP Phone

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The Microsoft and Genesys Alliance

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organization Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact center solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at a technology and corporate level fosters ongoing collaboration within development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalization, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact center. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact center, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalized customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact center, and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact center architecture, customers can choose from an assortment of deployment models including premise, partner hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact center agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"]
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Genesys Reference Architecture Blueprints

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Genesys Care Remote Alarm Monitoring

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Genesys Cloud Dialer

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Genesys Fraud Management

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Genesys Agent Portal

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Genesys Workforce Management

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Genesys PureConnect Interaction Recorder

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys PureConnect Interaction Recorder" sub_title="Improve customer experience and manage compliance" image="90292" filecta_label="Download a PDF" filecta="90294" img_alt_text="Genesys PureConnect Interaction Recorder"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Deliver on business objectives To improve customer experience, compliance and employee performance, interaction recording is essential for every modern customer service organization. Through Genesys® PureConnect™ Interaction Recorder, customer service operations can record interactions easily and cost-effectively, enabling you to identify training needs and continuously improve quality and employee performance. Increase first contact resolution and ensure compliance Connecting customers with well-trained and knowledgeable contact center agents who can answer questions effectively or resolve a problem on the spot increases first contact resolution and delivers a better customer experience. Analyze recorded interactions to identify and remedy potential root causes for missed first contact resolution. Ensuring regulatory compliance begins by recording all interactions and every part of the conversation—even if it is a multisite conversation. When resolving a customer complaint or dispute, you need to find the relevant recorded interaction quickly. The Genesys PureConnect Interaction Recorder ensures you record 100% of interactions and quickly retrieve them when necessary. Lower total cost of ownership through integrated approach Interaction Recorder is fully integrated with the PureConnect contact center platform. A simple licensing file is all that’s needed to activate the solution. Your customer service organization benefits immediately because configuration and administration are done through one platform. And you can streamline file management and archiving with intuitive categorization and policybased recording. Single sign-on and role-based access ensure that only authorized employees can view recorded interactions. And because Interaction Recorder is software-based, you can reduce costs by eliminating expensive proprietary recording hardware. Extend the value of your recorded customer interactions Many organizations use recordings for more than compliance and quality monitoring to add value to the investment. When used with the real-time speech analytics capabilities of the PureConnect Interaction Analyzer, alerts are sent about potentially problematic interactions, allowing supervisors to intervene, as needed, to create positive outcomes. Supplement new employee training programs with real interactions—a great way to let new employees experience the right and wrong way to handle interactions. Recordings help determine where process improvements are needed to enhance the customer experience. Get the the most out of workforce engagement management Interaction Recorder is one of several PureConnect workforce management (WFM) applications aimed at enhancing performance to achieve operational goals. The PureConnect WFM app provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, along with strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title=" Improved customer experience"] Record the end-to-end customer experience to identify training opportunities Evaluate audio and screen recordings to identify contact center agent or process delays Reduce time to resolve customer disputes [/sg_item][sg_item title="Reduced administration costs"] Streamline administration using one solution for interaction routing and recording [/sg_item][sg_item title="Reduced deployment costs"] Native solution uses existing Genesys PureConnect platform infrastructure [/sg_item][sg_item title="Reduced penalties and fines"] Record 100% of customer-agent conversations to meet compliance and regulatory requirements [/sg_item][/section_grid][section_grid tag_type="h2" title="Key features"][sg_item] Real-time monitoring PCI-DSS compliance Export recordings Archive recordings Single desktop interface Encryption (256-bit AES) [/sg_item][sg_item] Omnichannel recording Screen recording Rules-based policy recording Multisite recording Search and retrieve [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="90294"]
Optimize your customer experiences with an omnichannel br resource center en

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Optimize Your Customer Experiences with an Omnichannel Desktop

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Delivering Great CX with Cloud Solutions

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Case Study – Mauritius Commercial Bank

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Genesys WebRTC Service

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Genesys Web Callback

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Genesys Survey Solution

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Genesys Skills Management

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Genesys Customer Interaction Management Platform

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Interaction Management Platform v.8" sub_title="Enabling the new conversation" image="3973" filecta_label="Download a PDF" filecta="3974" img_alt_text="Genesys Customer Interaction Management Platform v.8"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provides a unified platform and a single queue for handling customer interactions from any channel—voice, video, IP telephony, email, chat, SMS, web, mobile, work item, and self-service. Enables advanced routing of every customer interaction via a universal routing engine. Allows you to achieve business goals related to the customer’s experience—cutting costs, meeting SLAs, and optimizing the experience of high value customers. Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimizing costs. [/sg_item][sg_item] Centralizes development and administration of customer workflow to simplify management of all interactions. Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise. Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications. Leverages existing TDM, IP, cloud-based, and hybrid contact center infrastructure to enable seamless migration to newer solutions. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer service—an integral part of the business process"]One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints. A single, integrated interaction environment The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions. Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funneled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies. Genesys CIM allows companies to virtualize their resources regardless of the deployment model—on premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact center personnel to optimize the customer experience and reduce contact center staffing requirements. A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact center infrastructure allows you to leverage that investment while deploying a state-of-the art customer service platform. The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Composer [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single integrated development tool for all Genesys applications[/omnitable_col][omnitable_col] Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps Improves productivity with personalized UI Allows users to isolate issues in the lab with visual debugging, saving time and expense [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Design end-to-end customer experience strategies for all channels[/omnitable_col][omnitable_col] Enables development of voice self-service applications and routing workflows based on business-driven use cases to improve the customer experience and optimize service delivery [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supports integration to third-party plug-ins, including source code management system[/omnitable_col][omnitable_col] Allows design team to collaborate on application development while maintaining application integrity [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Administrator [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single, unified user interface (UI) for managing all Genesys applications[/omnitable_col][omnitable_col] Reduces deployment time and complexity Web based for zero footprint and ease of access Centralizes log and alarm management for the entire Genesys environment [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational management of Outbound and Proactive Calling Sessions[/omnitable_col][omnitable_col] Enables managers and operations to load, start, stop, and manage campaigns with a centralized interface [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Automated solution deployment[/omnitable_col][omnitable_col] Deploy and configure complete local and remote solutions Install and configure any Genesys application Create and configure Genesys components [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Role-based access control for all Genesys configuration and resources for application management[/omnitable_col][omnitable_col] Delivers a consistent, personalized user experience Enables competent solution management, based on user role Opens solution management to diverse employees [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational parameter management[/omnitable_col][omnitable_col] Enables business users to modify voice routing and Genesys Rules through simple parameter data values [/omnitable_col][/omnitable_row][/omnitable][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid][section_grid tag_type="h2" title="Systems supported"][sg_item title="Server OS support"] Red Hat Enterprise Linux Sun Solaris IBM AIX Microsoft Windows Server [/sg_item][sg_item title="IP switches"] Alcatel Broadsoft Cisco Unified Communication Manager Genesys SIP Server NEC Siemens IVRS Aspect Avaya Edify Envox Genesys Voice Platform IBM Intervoice Microsoft Nortel [/sg_item][sg_item title="Databases"] IBM DB2 MS SQL Server Oracle [/sg_item][sg_item title="Switches"] Aastra Alcatel Aspect Avaya DataVoice Digitro EADS Telecom eOne Genband Phillips Fujitsu Huawei Mitel NEC Samsung Siemens Tadiran Teltronics Tenovis [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3974"]
Integrating omnichannel solutions for cx success video resource center en

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Integrating Omnichannel Solutions for CX Success

Genesys chat datasheet

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Genesys Chat

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Genesys Performance Management Advisors

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Genesys Administrator V8

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Administrator V8" image="3958" filecta_label="Download a PDF" filecta="3959" img_alt_text="Genesys Administrator V8"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Centralized administration, management, deployment across suite"]Genesys Administrator is a single, unified, web-based application that provides the ability to deploy, provision, and monitor all Genesys applications. IT and operations managers can define role-based access to empower business users across your organization to answer their own questions by putting the data and processes they need at their fingertips when they need it. Deployment provides capabilities for managing and installing Genesys software applications on local and remote hosts. Provisioning supports creation, deletion, and modification of Genesys configuration data, applications, and resources as well as Solution Control for starting and stopping Genesys applications and solutions. Operations enable operational management of outbound and proactive calling sessions; load, start, stop, manage. Monitoring delivers status monitoring of the Genesys environment to include access to the centralized log and alarm management.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Simplified, intuitive UI focused on the task, not the database details, embraces web technology you already know Deployment of complete local and remote solutions making your CC operations nimble, efficient, and effective [/sg_item][sg_item] Operational control for business users to change the conditions the strategy uses through simple parameter data values without strategy modifications and without requiring detailed knowledge of the underlying logic Operational management of Outbound and Proactive campaigns from the centralized interface [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Automated Solution Deployment (ASD)"]Enables you to deploy and configure complete solutions to local and remote locations. This includes the installation and configuration of all necessary Genesys applications, as well as the creation and configuration of related Genesys components. This reduces both deployment errors and time to deployment.[/sg_item][sg_item title="Operational Parameter Management (OPM)"]Provides the ability to create a user friendly interface for business users, with data validation, for the management of operational parameters used as input to routing strategies, voice applications, and Genesys Rules. With OPM, a business-user can modify the behavior of routing strategies without the need to change the associated application.[/sg_item][sg_item title="Audio Resource Management (ARM)"]Provides a user-friendly interface for business users to manage greetings and prompts utilizing preloaded pre-recorded greetings. It is completely integrated with Operational Parameter Management.[/sg_item][sg_item title="License Utilization Reporting"]Provides a user-interface that generates peak usage reports for licensed sellable items that are tracked and managed by License Reporting Manager (LRM).[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3959"]
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IVR: Delivering Personalized Customer Experience

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Analytics and Reporting Drives Best-in-Class CX

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Empowering Agents with Workload Management (iWD)

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Deliver Next-Generation Customer Experiences in the Cloud

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Simplify the Delivery of a Next-Generation Customer Experience

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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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Omnichannel Drives Superior Customer Experiences

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Omnichannel Is Not Optional

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Better Employee Engagement

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Genesys Performance DNA

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Turn on Great Customer Experiences in Retail

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Turn on Great Customer Experiences in Telecommunications

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Turn on Great Customer Experiences in Travel & Hospitality

Genesys gplus adapter for siebel crm

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Genesys Gplus Adapter for Siebel CRM

Genesys composer v8

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Genesys Composer V8

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Composer V8" image="3883" filecta_label="Download a PDF" filecta="3884" img_alt_text="Genesys Composer V8"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Designing strategies across all channels"]Composer provides a consolidated development environment for Genesys applications, providing tools to support both self-service (that will run on the Genesys Voice Platform) and assisted service (that will run on the Genesys Routing platform). It’s a powerful and flexible tool. Composer Voice to Design VXML Applications for Genesys Voice Platform Genesys Composer Voice provides a rich development experience for building VoiceXML (VXML) and CCXML applications. It generates VXML applications which result in overall better performance and dynamic backend communication—both on the Genesys Voice Platform (GVP) and the Web Application Server side. Composer Voice’s easy extensibility and adaptability provide third- party add-ins and plug-ins like source control programs; team, project, and individual preference settings; and layout customization. The outcome is that speech application development becomes easier, faster, and almost error-free. Composer Route to Design SCXML-based Applications for the Orchestration Platform Genesys Composer Route provides a set of function blocks that allows developers to create applications that can utilize customer profile, context and interaction history information to route interactions providing better customer experience. It enables development of routing workflows for specific omnichannel conversation management use cases. Routing Rules are reusable configuration objects that can be created in advance, independent of a routing workflow or subflow. These rules can then be changed by a Composer user during runtime without having to modify the actual workflow code, and thus without having to take the workflow out of production.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Consolidates development, testing, and deployment of voice applications and routing strategies Designs the customer experience from end-to-end with strategies for all channels Focuses on the user experience with a highly customizable interface [/sg_item][sg_item] Easy integration with Genesys Rules System, Conversation Manager and other third party tools Supports the entire development lifecycle for these applications, including project management, coding, debugging, and testing Protects application integrity through version control Based on industry-standard Eclipse platform [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3884"]
Audiocodes software enterprise session border controller

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AudioCodes Software Enterprise Session Border Controller

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="AudioCodes Software Enterprise Session Border Controller" image="3879" filecta_label="Download PDF" filecta="3880"]The AudioCodes Software Enterprise Session Border Controller (E-SBC) Server Edition and Virtual Edition provide a flexible and scalable SBC solution that meets the requirements of today’s datacenter infrastructures. E-SBC supports wide-ranging SIP interoperability, ensures high-quality service, and enables scalable, reliable, and secure connectivity between different VoIP networks.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Designed for deployment in standardized datacenter environments Supports network function virtualization Simplifies and accelerates SBC deployments Offers comprehensive security, interoperability, and reliability Delivers excellent service performance and voice quality Flexible licensing options for cost-effective scalability Runs on dedicated COTS servers and in virtualized environments [/sg_item][sg_item title="Key Features"] Scalable to thousands of SBC sessions Extensive SIP mediation capabilities Supports remote workers and mobile SIP clients Perimeter defense against denial of service, fraud, and eavesdropping VoIP quality monitoring and enforcement Branch survivability during WAN failure Active/standby high availability [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Server Edition Runs on dedicated, commercial, off-the-shelf (COTS) servers Aimed at highly scalable environments Virtual Edition Runs in virtualized datacenter environments Supports VMware, Hyper-V, and KVM systems Cloud environments: OpenStack, Amazon Web Services, and Cloudband Extensive Mediation Capabilities and Proven Interoperability E-SBC includes comprehensive media security and SIP normalization capabilities. It provides full interoperability with an extensive list of IP PBX systems, unified communications solutions, and SIP-trunking services. Security and Reliability E-SBC offers robust protection for an IP communications infrastructure. It prevents fraud and service theft and guards against cyber-attacks and other events that could impact service. E-SBC also maintains the high quality needed for enterprise VoIP communications with active/standby high availability. Advanced call routing mechanisms, network voice quality monitoring, and branch survivability capabilities minimize communications downtime. Applications SIP trunking Hosted PBX and UCaaS IP contact centers Remote and mobile worker support SIP mediation between UC and IP PBX systems Residential VoIP [/gsc_item][/section_content][omnitable column="col-4"][omnitable_row headerrow="header-row"][omnitable_col] Capacities [/omnitable_col][omnitable_col span="span-2"] Virtual Edition [/omnitable_col][omnitable_col] Server Edition [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Max Signaling Sessions[/omnitable_col][omnitable_col span="span-2"]6,000[/omnitable_col][omnitable_col]32,000[/omnitable_col][omnitable_col]Max Media Sessions[/omnitable_col][omnitable_col span="span-2"]6,000[/omnitable_col][omnitable_col]24,000[/omnitable_col][omnitable_col]Max SRTP–RTP Sessions[/omnitable_col][omnitable_col span="span-2"]4,000[/omnitable_col][omnitable_col]16,000[/omnitable_col][omnitable_col]Max Registered Users[/omnitable_col][omnitable_col span="span-2"]30,000[/omnitable_col][omnitable_col]120,000[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"] Security [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Access Control[/omnitable_col][omnitable_col span="span-3"]DoS/DDoS line-rate protection, bandwidth throttling, dynamic blacklisting[/omnitable_col][omnitable_col]VoIP Firewall[/omnitable_col][omnitable_col span="span-3"]RTP pinhole management, rogue RTP detection and prevention, SIP message policy, advanced RTP latching[/omnitable_col][omnitable_col]Encryption and Authentication[/omnitable_col][omnitable_col span="span-3"]TLS, DTLS, SRTP, HTTPS, SSH, client/server SIP Digest authentication, RADIUS Digest[/omnitable_col][omnitable_col]Privacy[/omnitable_col][omnitable_col span="span-3"]Topology hiding, user privacy[/omnitable_col][omnitable_col]Traffic Separation[/omnitable_col][omnitable_col span="span-3"]VLAN/physical interface separation for multiple media, control, and OAMP interfaces[/omnitable_col][omnitable_col]Intrusion Detection System[/omnitable_col][omnitable_col span="span-3"]Detection and prevention of VoIP attacks, theft of service, and unauthorized access[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"] Interoperability [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]SIP B2BUA[/omnitable_col][omnitable_col span="span-3"]Full SIP transparency, mature and broadly deployed SIP stack, stateful proxy mode[/omnitable_col][omnitable_col]SIP Interworking[/omnitable_col][omnitable_col span="span-3"]3xx Redirect, REFER, PRACK, session timer, early media, call hold, delayed offer[/omnitable_col][omnitable_col]Registration and Authentication[/omnitable_col][omnitable_col span="span-3"]User registration restriction control, registration, and authentication on behalf of users, SIP authentication server for SBC users[/omnitable_col][omnitable_col]Transport Mediation[/omnitable_col][omnitable_col span="span-3"]SIP over UDP/TCP/TLS/WebSocket, IPv4/IPv6, RTP/SRTP (SDES/DTLS)[/omnitable_col][omnitable_col]Header Manipulation[/omnitable_col][omnitable_col span="span-3"]Ability to add/modify/delete SIP headers and message body using advanced regular expressions (regex)[/omnitable_col][omnitable_col]URI and Number Manipulations[/omnitable_col][omnitable_col span="span-3"]URI user and hostname manipulations, ingress and egress digit manipulation[/omnitable_col][omnitable_col]Transcoding and Vocoders[/omnitable_col][omnitable_col span="span-3"]Coder normalization including transcoding, coder enforcement and re-prioritization, extensive vocoder support: G.711, G.723.1, G.726, G.729, GSM-FR, AMR-NB/WB, SILK-NB/WB, Opus-NB/WB[/omnitable_col][omnitable_col]Signal Conversion[/omnitable_col][omnitable_col span="span-3"]DTMF/RFC 2833/SIP, T.38 fax, packet-time conversion[/omnitable_col][omnitable_col]WebRTC Controller[/omnitable_col][omnitable_col span="span-3"]Interworking between WebRTC devices and SIP networks Supports WebSocket, Opus, VP8 video coder, ICE-Lite, DTLS, RTP multiplexing, secure RTCP with feedback[/omnitable_col][omnitable_col]NAT[/omnitable_col][omnitable_col span="span-3"]Local and far-end NAT traversal for support of remote workers[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"]Voice Quality and SLA[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call Admission Control[/omnitable_col][omnitable_col span="span-3"]Based on bandwidth, session establishment rate, number of connections/registrations[/omnitable_col][omnitable_col]Packet Marking[/omnitable_col][omnitable_col span="span-3"]802.1p/Q VLAN tagging, DiffServ, TOS[/omnitable_col][omnitable_col]Standalone Survivability[/omnitable_col][omnitable_col span="span-3"]Maintains local calls in the event of WAN failure[/omnitable_col][omnitable_col]Impairment Mitigation[/omnitable_col][omnitable_col span="span-3"]Packet Loss Concealment, Dynamic Programmable Jitter Buffer, Silence Suppression/Comfort Noise Generation, RTP redundancy, broken connection detection[/omnitable_col][omnitable_col]Voice Enhancement[/omnitable_col][omnitable_col span="span-3"]Transrating, RTCP-XR, Acoustic echo cancellation, replacing voice profile due to impairment detection, Fixed & dynamic voice gain control[/omnitable_col][omnitable_col]Direct Media (No Media Anchoring)[/omnitable_col][omnitable_col span="span-3"]Hairpinning of local calls to avoid unnecessary media delays and bandwidth consumption[/omnitable_col][omnitable_col]Voice Quality Monitoring[/omnitable_col][omnitable_col span="span-3"]RTCP-XR, AudioCodes Session Experience Manager (SEM)[/omnitable_col][omnitable_col]High Availability (Redundancy)[/omnitable_col][omnitable_col span="span-3"]SBC high availability with two-box redundancy, active calls preserved[/omnitable_col][omnitable_col]Quality of Experience[/omnitable_col][omnitable_col span="span-3"]Access control and media quality enhancements based on QoE and bandwidth utilization[/omnitable_col][omnitable_col]Test Agent[/omnitable_col][omnitable_col span="span-3"]Ability to remotely verify connectivity, voice quality, and SIP message flow between SIP UAs[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"]Management[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]OAM&P[/omnitable_col][omnitable_col span="span-3"]Browser-based GUI, CLI, SNMP, INI configuration file, REST API, EMS[/omnitable_col][omnitable_col]Multi-Tenancy[/omnitable_col][omnitable_col span="span-3"]Advanced multi-tenant SBC partitioning[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"]SIP Routing[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Routing Methods[/omnitable_col][omnitable_col span="span-3"]Request URL, IP address, FQDN, ENUM, advanced LDAP, third-party routing control through REST API[/omnitable_col][omnitable_col]Advanced Routing[/omnitable_col][omnitable_col span="span-3"]802.1p/Q VLAN tagging, DiffServ, TOS[/omnitable_col][omnitable_col]Criteria[/omnitable_col][omnitable_col span="span-3"]QoE, bandwidth, SIP message (SIP request, coder type, etc.), Layer-3 parameters[/omnitable_col][omnitable_col]Redundancy[/omnitable_col][omnitable_col span="span-3"]Detection of proxy failures and subsequent routing to alternative proxies[/omnitable_col][omnitable_col]Routing Features[/omnitable_col][omnitable_col span="span-3"]Least-cost routing, call forking, load balancing, E911 gateway support, emergency call detection and prioritization[/omnitable_col][omnitable_col]SIPRec[/omnitable_col][omnitable_col span="span-3"]IETF standard SIP-recording interface[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-4"]Virtual Edition VE SBC Minimum Requirements[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Hypervisor[/omnitable_col][omnitable_col]VMware vSphere ESXi 5.x, Linux KVM, Microsoft Hyper-V[/omnitable_col][omnitable_col]Virtual NICs[/omnitable_col][omnitable_col]2 (standalone) 3 (high availability)[/omnitable_col][omnitable_col]Memory[/omnitable_col][omnitable_col]2 GB[/omnitable_col][omnitable_col]Virtual CPUs[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]Disk Space[/omnitable_col][omnitable_col]10 GB[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="3880"]
Purecloud for zendesk ds resource center en

Datasheet

PureCloud for Zendesk: A Perfect Pair

Genesys enterprise ivr ds resource center en

Datasheet

Genesys Enterprise IVR

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Enterprise IVR" sub_title="Enable Exceptional Customer Experiences and Empower Business Users with Cloud IVR" image="3215" filecta_label="Download PDF" filecta="3214" img_alt_text="Enterprise IVR"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Web-based design tool, Enterprise IVR Visual summary of call flows Connections to external web services Analytics with pre-defined dashboards and visualizations Embedded survey solution Speech recognition with custom, dynamic grammar, and Natural Language Understanding support Recorded IVR interactions Multiple user-level administration [/sg_item][sg_item title="Benefits"] Eliminates costly voice infrastructure purchases and maintenance Puts the business in control of the customer experience Delivers actionable analytics for continuous improvement of customer experience Easily scales and is reliable [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] It’s Time to Modernize Your IVR Genesys Enterprise IVR is the Genesys cloud IVR product delivered through Designer, a drag-and-drop customer experience design tool. Traditional IVR platforms are clunky, cumbersome, and typically deliver poor customer experiences. Usually, to update an IVR application, your staff submits a request to the IT department or an outsourcer responsible for managing the application. Several costly weeks or months later, the change is, at long last, implemented. Not only are these long turnaround times unsustainable, but they directly hinder your organization’s ability to adjust to changes in the business. It doesn’t have to be this way. With Enterprise IVR, you’ll use a combination of speech recognition and customer data to transform the IVR experience into a dynamic, personalized interaction. With this modern, scalable IVR platform in the cloud, you can completely overhaul your organization’s IVR experience. Give Business Users Control IT juggles many responsibilities. They manage both internal- and external-facing applications. When IT resources are stretched thin, updates to the IVR can fall down the priority list. This is a problem for business users, whose objective is to react to business changes and improve the customer experience. When business users control the management of their applications, cycle times can be reduced dramatically. For instance, give the business control to play a special message in the IVR following the launch of a new product. The time to update the message is just a matter of minutes. Enterprise IVR delivers this capability. Continuously Improve Your Customer Experience with Enterprise IVR Today’s reality is that the customer experience is not static. Your organization introduces new products, launches new sales promotions, and customer preferences change. It’s smart to consider the capabilities Enterprise IVR offers your business to keep up with changes while delivering best-in-class customer experience. Delivering the best experiences is possible only if you can constantly monitor what’s happening with your customers as they interact with your IVR. With analytics and data visualization delivered by Enterprise IVR, you’re able to fully grasp what’s happening and what you should update or improve. The combination of actionable analytics with a tool that facilitates rapid updates results in continuous improvement to your IVR and the resulting customer experience. Need help? Genesys can assist you with both the design and continuous improvement of IVR applications with in-house experts located around the globe.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="General"] Web-based thin client flow design tool Supports multiple languages Business Controls Toggle emergency flags on and off Configure business hours and special days Control IVR flow and behavior in real time from internal “data tables” [/sg_item][sg_item title="Reporting"] Pre-defined dashboards and visualizations Reports on business specific data including calls, duration, milestones, activities, and dispositions Trouble shoots and tunes data including call path, user inputs, and low-level session data Filters to pinpoint calls that meet certain conditions [/sg_item][sg_item title="Administration"] Supports multiple roles including business user and developer Saves and publishes the application Easily assigns dialed numbers to applications or removes them [/sg_item][sg_item title="Integration"] Integrates with any front- and back-office applications to personalize engagement Facilitates RESTful integration [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download this PDF" filecta="3214"]
Pindrop fraud detection for genesys ds resource center en

Datasheet

Pindrop Fraud Detection for Genesys

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Pindrop Fraud Detection for Genesys" image="3210" filecta_label="Download a PDF" filecta="3209" img_alt_text="Pindrop Fraud Detection for Genesys"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Protect your contact centers"]In partnership with Pindrop, Genesys delivers the highest level of phone fraud detection possible for maximum prevention of financial loss from fraudulent callers. The Pindrop mission is to provide security, trust, and identity verification for all inbound and outbound calls. Pindrop solutions protect enterprise call centers and phone users by combining authentication and fraud detection technology to identify low risk callers and detect malicious callers. With Pindrop, your call centers can identify and treat legitimate callers to an improved customer experience and protect the organization from fraudulent callers. How Pindrop works The Pindrop solution Phoneprinting creates a distinctive identifier for each caller. It takes approximately 30 seconds of call audio to break the audio into 147 unique call “features.” Pindrop solutions use these features to create an identifier for each caller. This analysis reveals a caller’s true location, device type, and more. The phoneprint is highly resilient and able to detect voice distortion, caller ID spoofing, gateway hijacking, and other obfuscation techniques. In addition, Pindrop solutions identify multiple callers associated with the same phoneprint, which allows enterprises to detect and track fraud rings.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Seamless integration with Genesys Customer Experience Platform One-stop shopping (including billing and payment) Single point-of-contact for customer support Eliminate 80% or more of phone fraud Lower operation costs Millions of dollars saved annually [/sg_item][sg_item title="Key Features"] Stop phone fraud Reduce call center operations cost Improve customer experience Protect reputation [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="What you don't hear can hurt you" desc="Pindrop solutions monitor and analyze any phone call in your telecommunications environment, protecting enterprises before, during, and after both inbound and outbound calls. With Pindrop, organizations can:"][sg_item title="Stop phone fraud"]Criminals impersonate legitimate customers, using stolen identities or stolen credit cards, leading to account takeovers and chargebacks. Pindrop identifies and flags suspicious callers.[/sg_item][sg_item title="Reduce call center operations cost"]When call center agents know which calls are high and low risk, they can optimize the time they spend on authentication questions, reducing the average call time and your call center operations costs.[/sg_item][sg_item title="Improve customer experience"]Customers use the call center for their most complicated issues. By using Pindrop solutions to reduce authentication processes for low risk callers, agents get straight to solving customer problems.[/sg_item][sg_item title="Protect reputation"]When fraudsters gain access to customer information and accounts over the phone channel, you are at risk for brand reputation and potential regulatory damages. Pindrop secures the call center, protecting your reputation.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3209"]
Purebridge assessments br resource center en

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Cross the Bridge to Next-Generation Customer Engagement

Purecloud external contacts ds resource center en

Datasheet

PureCloud External Contacts: Customer context at your fingertips

Pureconnect and pureconnect cloud ds resource center en

Datasheet

Genesys PureConnect and PureConnect Cloud

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureConnect and PureConnect Cloud" sub_title="Create quality customer experiences and promote loyalty while increasing revenue " image="3180" filecta_label="Download a PDF" filecta="3181" img_alt_text="PureConnect and PureConnect Cloud"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Give Customers a Consistent Experience Across All Channels"]Customer service channel preferences are shifting rapidly. While demand for phone service remains strong, consumers also expect to conduct business via web chat, email, SMS, mobile devices, social media and video chat. While these new channels give your business unprecedented opportunities to create quality customer experiences that promote loyalty and increase revenues, this promise only becomes a reality when channels are effectively blended so that customers enjoy consistent and contextual experiences across all contact methods. Effective omnichannel service requires you to view the multichannel experience through the eyes of your customer. This means anticipating that customers often start in one channel and move to another as they progress to a resolution. In short, it means multichannel done right. Widespread adoption of mobile devices and social media heighten the need for an omnichannel approach. Consumers expect to resolve service issues in their spare time using a mobile device, and they expect to seamlessly connect between a mobile service and the contact center. And they can immediately broadcast the results of these interactions—positive or negative—over social media channels such as Twitter, Facebook, LinkedIn and YouTube to influence perceptions of your brand. Present a unified approach for a superior brand experience A consistent brand experience entails much more than adding channels in silos. It requires tying phone and digital channels together so a consistent, granular and coherent view exists for not only real-time interactions but also for critical recording and compliance. Data must flow among channels to inform and improve interactions so that the agent has visibility into the customer profile as well as prior interactions across all channels—phone, digital, self-service and assisted service. By seamlessly blending internet and phone-based service requests into a universal contact routing engine, all customer contacts are managed according to consistent business rules. This optimizes cost and quality. And when information from CRM databases and back-end systems is incorporated into routing decisions and displayed to the agent, customers receive personalized, effective service. Supervisors gain access to unified, real-time and historical reporting tools to track trends and improve performance across all contact methods. Agent quality is also assured through built-in multichannel recording, agent forecasting and scheduling tools. Put simply: An effective omnichannel solution enables you to engage customers in longterm, profitable relationships—all while containing costs and ensuring consistent quality improvement.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Strategic Benefits"][sg_item title="Improve the customer experience"]Meet customer expectations and respond to evolving preferences by providing service via the channel they find most convenient.[/sg_item][sg_item title="Reduce customer churn"]Decrease customer frustration by providing service options on preferred channels and eliminating the need to repeat information when shifting to a new channel.[/sg_item][sg_item title="Promote customer loyalty"]Increase engagement by ensuring customers receive personalized service across all channels.[/sg_item][sg_item title="Create brand advocates"]Exceed customer expectations by offering channels such as social media and video that promote increase engagement and satisfaction rates.[/sg_item][/section_grid][section_grid format="grid-cap" title="Capabilities" desc="Businesses choose the capabilities they need today and can easily add to them in the future. "][sg_item title="Universal Queue"] Provide a consistent customer experience through a single routing engine for all interaction types. Enable agents to handle all interaction types with a universal desktop. Equip supervisors to dynamically move agents among channels. Define service levels for each channel. [/sg_item][sg_item title="Intelligent Routing"] Route voice and digital interaction types by dozens of scenarios, including agent skills, caller priority, customer value, data directed routing, context and conditions. [/sg_item][sg_item title="Email"] Route email messages to the agent or group most qualified and available to respond to the query Apply business rules to quickly route priority email to the right agent. Intelligently handle replies with an ACD queue—volumes tracked in PureConnect in real time and via historical reporting tools. [/sg_item][sg_item title="Web Chat"] Provide live online help via desktop or smartphone. Enable customers to connect with live agents for real-time assistance. Agents can proactively reach out to customers while managing multiple chats at once. [/sg_item][sg_item title="SMS"] Provide convenient, cost-effective service through inbound and outbound SMS routing. Route text messages and other interactions according to business rules. Treat SMS as a separate, outbound touch point. Enable agents to chat with customers via SMS, or send one-way personalized interactions. [/sg_item][sg_item title="Mobile"] Add communications and business process events into existing mobile apps. Offer self-service to customers with smartphones or tablets. Connect the mobile customer directly to the contact center for service—callback requests, email, chat and launching business processes. Provide contextual information to the agent. [/sg_item][sg_item title="Social Media Customer Service"] Integrate with third-party social media monitoring tools. Use the same routing engine for social media objects as you would for any other interaction. Queue and route social media activity to the next available agent based on keywords, skills and sentiment rating. [/sg_item][sg_item title="Video Chat"] Allow callers and agents to see, be seen and collaborate. Quickly establish personal relationships with callers. Gain rich interaction and engagement. [/sg_item][sg_item title="Packaged CRM Integrations"] Enjoy enhanced interface to major CRM solutions. Manage presence and service multiple interactions simultaneously. Use screen-pop to display customer records automatically. [/sg_item][sg_item title="Voice Self-Service"] Automate simple tasks with IVR. Deploy speech according to your needs with native (Interrupt Service Routine) or third-party speech recognition. [/sg_item][sg_item title="Multichannel Workforce Optimization"] Get a full view of the customer experience across all contact channels, including what happens in the IVR. Forecast workforce demand and scheduling needs across channels. Evaluate performance across all contact channels with quality monitoring. Use real-time speech analytics to improve the customer experience. Capture customer opinions with post call surveys. [/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Operational Benefits"][sg_item title="Increase revenue generation"]Offer web chat and video chat sessions to improve shopping cart check-out rates. Ensure high-priority sales calls are routed to the most skilled agent with relevant cross-channel data attached.[/sg_item][sg_item title="Improve agent productivity"]Deploy agents to respond to email and interact via web chat during periods of low call volume—increasing agent utilization.[/sg_item][sg_item title="Track service levels by channel"]Get real-time, historical reporting across both voice and digital channels to measure and improve performance and ensure consistent service—regardless of customer contact method.[/sg_item][sg_item title="Reduce service costs"]Automate routine interactions through email, SMS alerts and self-service, while reserving high-cost channels for more complex matters.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3181"]
Pureconnect solutions unified communications ds resource center en

Datasheet

Genesys PureConnect Unified Communications

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureConnect Solutions for unified communications" sub_title="Get rich IP PBX communications in one powerful platform" image="3171" filecta_label="Download a PDF" filecta="3170" img_alt_text="PureConnect Solutions for unified communications"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="The next wave of intelligent business communications"]How a communications solution is built on the back-end tells a lot about how it will perform on the front-end. Pieced-together unified communications (UC) systems are full of complexity and steal energy from your enterprise. A more intelligent approach is a single, all-in-one platform that creates more power. The features in a UC solution might link media channels and users more tightly, but most UC frameworks lack any actual unification. They’re mostly stitched-together products from different vendors with a UC banner wrapped around them. Genesys created our IP telephony software on a single integrated platform—making it an allin-one solution for all types of communications and business functions. PureConnect for Unified Communications is powerful enough to unify your entire enterprise. More importantly, with a complete N+1 architecture for all media operations, PureConnect for Unified Communications is much more scalable than those pieced-together UC systems. With one platform, enterprises smartly connect departments, workgroups, contact centers, branch offices, and remote and mobile workers. The platform extends call control and messaging to the desktops of multiple users—from 100 to 15,000—and ACD capabilities for up to 5,000 contact center users. It also scales up or down, as needed. In addition, companies can use advanced capabilities, such as outbound predictive dialing and business process automation with applications and licensing—without having to tack on more systems.[/gsc_item][/section_content][section_grid column="grid-1x1" tag_type="h2" background_clr="bgc-lgray" title="Capabilities"][sg_item title="Single all-in-one platform approach"]PureConnect enables you to better control communications while reducing costs. The solution centralizes multichannel processing, system configuration, administration and reporting. And because you don’t have to source multiple vendors, require fewer servers and will have a smaller data center footprint, you will see a dramatic reduction in equipment and operational costs.[/sg_item][sg_item title="Easy deployment and administration"]Auto-configure PureConnect gateways for IP networks and VoIP, then auto-provision and manage cost-saving IP phones—or use Interaction SIP Station™ call control devices to save even more money. The PureConnect Interactive Update™ application even handles service updates automatically.[/sg_item][sg_item title="Scalable all-software architecture"]PureConnect incremental application licensing makes scalability straightforward and costeffective, as does its multisite location independence and disaster recovery. With this capability, you can deploy and manage applications—as needed, when needed—even to multiple sites and users wherever they’re located. The reliable, integrated PureConnect application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.[/sg_item][sg_item title="Complete voice and interaction functionality "]With PureConnect, you get dial tone, plus multichannel queuing and routing, IVR, speech enabled auto-attendant, unified messaging, conferencing, presence management and more. At the desktop level, PureConnect is a straightforward and intuitive client application that instinctively makes users and interaction processes much more efficient.[/sg_item][sg_item title="Cost-effective multichannel customer service"]Calls, faxes, email, web chat, SMS, online forms and social media—PureConnect handles all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities of PureConnect make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.[/sg_item][sg_item title="Mobile support for location-independent use"]Put PureConnect mobility-based applications in the hands of your sales force and field technicians to give them the same functionality as their in-office counterparts: company-wide presence, one-number Find-me/Follow-me, conferencing, ad-hoc call recording, unified messaging as well as speech-enabled access to email, calendars and contacts. Mobile users can leverage softphones, smart phones, email clients and web browsers to access the PureConnect system from anywhere.[/sg_item][/section_grid][section_grid title="Benefits" desc="One platform for your entire business "][sg_item title="Remote Workers and Mobile User Features"] Web Client Mobile Client, corporate extension and virtual office One-number Follow-me/Find-me Interaction Mobile Office™ [/sg_item][sg_item title="Scalability"] 100 to 15,000 business users Up to 5,000 ACD users Support growth by adding servers Small or large—license only for what you need [/sg_item][sg_item title="Contact Center Features"] ACD IVR Web services Internet chat server Quality monitoring Easy integration to CRM and business applications Integrations for social media monitoring Knowledge management and auto response Real-time speech analytics Workgroup options [/sg_item][sg_item title="Advanced Applications"] Business process automation—in the enterprise and contact center Screen recording Automated post-call satisfaction surveys Workforce management Intelligent multisite routing Graphical application generator Third-party PBX integrations [/sg_item][sg_item title="System Administrator and IT Professional Features"] End-to-edge security and encryption with Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) Completely redundant architecture —Support for virtual servers Ease of deployment—Private cloud deployment option Interaction Update™ auto updater Auto provisioning for Polycom® phones Interaction Recorder® Interaction Administrator® Interaction Attendant® Interaction Conference™ for conferencing more than 250 parties Interaction SIP Station™ API - Interaction Center Extension Library (IceLib) [/sg_item][sg_item title="Enterprise-wide Capabilities"] IP PBX call processing Full-featured operator console Complete desktop phone features Enhanced desktop client features SIP softphone Real-time presence management On-demand call recording and monitoring Conferencing for up to 250 parties Corporate and workgroup directories Embedded call controls for desktop applications Instant messaging Voice mail and unified messaging Multilingual support Reporting [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3170"]
Pureconnect sms channel ds resource center en (1)

Datasheet

Genesys PureConnect SMS Channel

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys PureConnect SMS Channel" sub_title="Use SMS to support consistent service and meet customer expectations" image="3167" filecta_label="Download a PDF" filecta="3166" img_alt_text="Genesys PureConnect SMS Channel"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Use SMS To Support Consistent Service and Meet Customer Expectations"]The Genesys PureConnect all-in-one platform lets your organization manage SMS, as well as all other types of interaction media channels, including phone, email, web chat and social media. Leveraging the PureConnect universal routing engine, SMS interactions are directed inbound to agents and outbound to customers, according to universal business rules. This means contact centers can better meet customer expectations for effective, consistent service using their channel of choice. Outbound SMS capabilities within PureConnect support proactive SMS alerts to customers. Based on business rules, these notifications target a specific customer profile and needs—dramatically improving the customer experience and operational efficiencies by ensuring that customers receive the information they need at the right time. Proactive alerts can be sent for several reasons, including: Changes in airline flight schedules; Reminders for medical appointments Notifications that checking account funds have reached a customer-selected threshold. [/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Key features"][sg_item] Outbound SMS messages based on predefined business rules Outbound SMS “push” messages via lists Chat-like conversations between a customer and an agent Support and configuration for multiple HTTP-based SMS brokers [/sg_item][sg_item] Text masking to protect confidential information Tracking within PureConnect reporting tools Real-time monitoring and tracking to assess how agents manage SMS conversations Outbound SMS “push” messages via lists [/sg_item][/section_grid] Genesys PureConnect SMS Channel Agent View [section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3166"]
Genesys social engagement ds resource center en

Datasheet

Genesys Social Engagement

Genesys pureconnect cloud platform ds sidebar en

Datasheet

Genesys PureConnect Cloud

Genesys mobile engagement ds resource center en

Datasheet

Genesys Mobile Engagement

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Mobile Engagement" image="3143" filecta_label="Download PDF" filecta="3142" img_alt_text="mobile engagement"][/section_header][section_grid column="grid-1x1" background_clr="bgc-lgray"][sg_item title="Benefits"] Drives customer engagement through your mobile apps Provides instant or scheduled access to customer service through your mobile app via phone, text or chat—at the touch of a button Incorporates notifications, delayed and scheduled contact options for the mobile user Leverages context such as customer history, location and preferences to resolve issues and personalize the customer experience [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Smart phones and tablets have revolutionized the way customers interact with every business. In the rush to develop mobile apps a few years ago, many companies simply moved existing marketing or web applications to a mobile platform. Typically, these apps are transactional, (allowing customers to check a balance or a flight schedule, for instance) but they lack customer engagement capabilities. Today, consumers expect much more from apps and abandon those that aren’t useful for engaging brands as needed. One way to drive engagement in the cluttered mobile world is to make your app sticky with the experiences your customers want, driving a new conversation over mobile devices. An advanced mobile customer experience strategy Genesys Mobile Engagement helps you create this differentiation by connecting your mobile app to customer service. With Genesys, you can transform a transactional app into a crosschannel service conversation that increases customer usage and engagement with a personalized experience that drives business. Genesys Mobile Engagement brings business rules, context, conversation history, reporting, locations and preferences to mobile interactions, enabling you to personalize every mobile experience. Live connect Genesys helps your mobile app overcome a common customer frustration point—they need the assistance of an agent, but there is no way to contact customer service without leaving the app. With the Live Connect capability in Genesys Mobile Engagement, customers simply push a button and are connected to a customer service agent without leaving your app. The agent can see information from your app along with the full customer history and preferences. This 360-degree view allows them to provide an ideal personalized experience that increases customer engagement. Locate me Genesys increases the relevance and value of your app by bringing unique geolocation context to mobile customer service. The Locate Me capability in Genesys Mobile Engagement increases personalization by adding location to the agent’s view of the customer. This allows the agent to deliver service such as letting a passenger know he is in the wrong terminal for his connecting flight. Locate Me also lets agents make immediate location-specific decisions and recommendations. For example, they can immediately send a claims adjustor to an accident site, direct customers to their gate, or locate the closest ATM. Snooze me With Genesys, customers can control when they want to engage with customer service, enhancing their experience. It’s not always convenient for customers who want help to talk with an agent. The Snooze Me capability lets them schedule to be contacted at a better time. Alert me The Alert Me capability lets customer service send notifications via the app, text or automated voice call based on events and contextual information. For example, a traveler at the airport could be notified of a gate change, offered the choice of reserving his most commonly purchased meal on that day’s flight, and alerted to an upgrade opportunity. Genesys Mobile Engagement harnesses the power of mobile to engage your customers and differentiate your brand, with the know-how of the market leader in customer service and experience. Integrating intelligent, contextual and proactive mobile customer service into your app increases its value to customers, who will use it again and again.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go. " background_img="143229" filecta_label="Download this PDF" filecta="3142"]
Purecloud services br resource center en

Brochure

PureCloud Services: Ensuring your satisfaction and success

Trust and transparency ex resource center en

Executive Brief

Trust and Transparency: A True Path to Cloud Reliability

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Trust and transparency" sub_title="A clear path to cloud reliability" image="3132" filecta_label="Download a PDF" filecta="3131" img_alt_text="Trust and transparency"][/section_header][section_content][gsc_item format="content-a4" image="182018"]The ability to transfer common tasks from IT to the service provider is a proven benefit of migrating applications to the cloud. The cloud partner manages efforts that previously consumed more than half of your IT team’s time and labor, such as building physical infrastructure, updating software, performing upgrades and integrations, testing, and carrying out daily operations. This enables the business to focus on customer-facing applications and innovation. Moving from legacy, or best-of-breed, siloed applications to a best-of-suite approach further improves simplicity and efficiency. However, since the inception of cloud, businesses have had an appropriate level of uncertainty about moving applications off premise. IT professionals who have built their reputations on availability and certainty worry that they will lose control of systems or the ability to fully monitor them. Cloud providers claim high levels of availability, but often do not provide enough transparency and certainty to eliminate these fears. Asking the right questions and reviewing the operating architecture of a cloud provider enables businesses to properly review the proven benefits of cloud offerings and investigate the claims and practices of their provider. PureCloud by Genesys is a cloud platform focused on customer experience. The platform is a totally new model—built from the ground up using a cloud architecture. This purposeful design creates extreme focus on application functionality and platform design. It also enables monitoring and automation for consistency and availability. And the PureCloud dashboard offers real-time status, giving customers an unparalleled level of public transparency and communication. A strong foundation Microservices PureCloud was built on microservices—decoupled, scalable, independent services that work together to form a larger and more stable platform. Because microservices are stateless, PureCloud can scale up or down, as needed, to ensure a consistent quality of service. This enables the system to quickly adapt to changing traffic patterns and datacenter availability. Automating synthetic monitoring and prebuilt conditional service logic means that the service can match the environment to specific workloads on-demand. Multiple availability zones PureCloud uses multiple availability zones, which are physically isolated datacenters, in each region. This Active-Active architecture means that resources run in multiple datacenters to increase availability. Distributing the load across multiple datacenters prevents a single point of failure. If there’s an outage in one datacenter, the other datacenters automatically handle the displaced traffic without interrupting service. This automated failover was proven this year when one availability zone experienced a disruption, but no PureCloud clients were affected. Public-facing status page We believe that our customers should know what we know. That’s why PureCloud released a public-facing status page in 2015 to provide platform-level, real-time indicators on the current operational state. The indicators are broken out by license type and region, and accompanied with real-time proactive notifications about incidents, diagnosis and time to resolution. This page gives customers details about operational availability, system availability and incident information across all platforms. Since its launch, the PureCloud status page has exposed every incident and maintains a historic record of those incidents for public reference. A clear path forward Improved status page We’ve made recent investments that provide you with further transparency. New updates to the public-facing status page add an improved view of application layer availability details, enabling you to see more information than ever before. These updates shift the focus from the platform to the business, letting you delve into specific functional areas within your system. The status page lets your contact center operational team know real-time performance of the infrastructure and applications in use—further helping them do their jobs. Additionally, the enhancements appeal to your classic IT team, as they provide visibility into what’s going on—and where—so they can better diagnose impact. Your contact center, and your customers, depend on cloud reliability as the front door to your business. A transparent view into your system, combined with continuous deployment of updates, gives you the best tools to ensure a positive customer experience. A look ahead As part of our ongoing efforts to provide the best opportunities for customer success, we plan to further improve the status page and provide additional client tools for introspection and operations management. Leveraging an application suite of diagnostics and testing lets contact centers monitor their systems for errors or potential threats. We are not only investing in customer experience features, but also industry-leading openness, communications and transparency.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3131"]
Interaction dialer ds resource center en

Datasheet

Interaction Dialer

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Dialer" sub_title="Boost your dialing campaigns" image="3128" filecta_label="Download a PDF" filecta="3127" img_alt_text="Interaction Dialer"]Proactive outbound dialing campaigns can help increase revenue, retain customers and reduce expenses. Especially when you use the patented predictive algorithm of Interaction Dialer.[/section_header][section_content][gsc_item format="content-a4" image="182018"] Meet business needs For single, targeted dialing outreach or a continual series of multichannel outbound campaigns, Interaction Dialer allows you to create campaigns of every kind without adding predictive dialer hardware. Make the most of your agents Rely on Interaction Dialer to do more than automate dialing. Use the advanced, predictive algorithm to forecast when agents will become available. The patented algorithm uses real-time statistics to estimate when each agent will finish a current call and adjusts dynamically as factors change. The system queues and places multiple outbound calls while agents are busy to ensure a targeted party answers the moment an agent becomes available.[/gsc_item][/section_content][section_grid format="grid-cap" background_clr="bgc-lgray" title="Improve agent utilization with additional features"][sg_item title="Call blending"]Combine outbound and inbound call activities when paired with the ACD capabilities of PureConnect. [/sg_item][sg_item title="Skills-based dialing"]Label each agent’s abilities, skill sets, and proficiency. As campaigns run, a patented formula determines the skill needed for a particular outbound call and determines if an agent with the needed skills will be available.[/sg_item][sg_item title="Agent performance insight"]Give supervisors real-time information they can use to identify agents performing outside a target range and take necessary action. The result? Fewer abandons, a better customer experience, and agent productivity that can approach 100% utilization.[/sg_item][sg_item title="Go agentless with IVR, email, SMS and more"]If your proactive customer outreach includes more than just a voice call, use Interaction Dialer to define versatile communication campaigns that send an email or a fax, an SMS message, or route a live caller to an IVR script.[/sg_item][sg_item title="Don't forget about compliance"]Address the variety of rules and regulations pertaining to outbound outreach—regardless of industry.[/sg_item][sg_item title="Do Not Call (DNC)"]Perform just-in-time state and national DNC scrubbing, where numbers can be checked against a third-party database prior to dialing via a secure connection.[/sg_item][sg_item title="Federal Trade Commission (FTC)"]Support FTC safe harbor call logging, caller ID and minimum connect times.[/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Call analysis"]Detect what action takes place once an outbound call has been made—ring/no answer, busy signal, fax tone, answering machine and live answer. Distinguish between temporary and permanent SIT/tri-tones—where permanent tones are removed from the database, and temporary tones are slated for callback. The result? Your agents receive only those calls that reach the targeted party.[/sg_item][sg_item title="Multi-campaign dialing"]Run multiple campaigns against a workgroup, and assign priorities to determine the volume of calls placed from each active campaign.[/sg_item][sg_item title="Goal-oriented outbound campaigns"]Target distinct customer groups at specific times of the day or week using patented, skills-based dialing for goal-oriented, outbound campaigns. As agents are logged onto multiple campaigns, overall productivity dramatically increases with ease of administration for even the most complex tasks.[/sg_item][sg_item title="Manual calling"]Set up campaigns that limit calls to manual only. This ensures no automated calls are placed and maintains the benefits of agent and call list management.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3127"]
Validated integration with oracle siebel crm ds resource center en

Datasheet

Validated Integration with Oracle® Siebel CRM

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Validated Integration with Oracle® Siebel CRM" sub_title="Product Data Sheet" image="3123" filecta_label="Download a PDF" filecta="3124" img_alt_text="Validated Integration with Oracle® Siebel CRM"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Increase intelligence for CRM applications Genesys PureConnect together with Oracle Siebel Customer Relationship Management offers a tightly unified solution for contact center automation. The PureConnect advanced softphone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface. This creates standard call controls and a powerful, user-configurable, rules-driven screen pop to virtually any Oracle Siebel CRM view, based on data collected in the phone system. Basic and tailored screen pops Use caller ID, or deliver menu navigation data collected in the IVR to drive a context rich screen pop. Voice and data synchronization on internal transfers Agent-to-agent transfers send the current Siebel screen as a screen pop. No more annoying requests for callers to repeat their contact information. Simple activity generation PureConnect creates Siebel activities for all multimedia interactions (inbound/outbound) with the ability to manually or automatically associate the activity to a given Siebel entity. Extensive integration model The PureConnect plug-in methodology allows additional customization for specific commands/events unique to the implementation. Extensive integration model Define and customize information in the agent work item display–name, phone number, IVR data.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved agent experience"] Centralize service functions in the Siebel CRM client Administer multiple interactions in progress Presence management, agent availability Screen-pop customer data with inbound interactions or manually associate a current activity to a contact object No toggling between systems and applications during the service process [/sg_item][sg_item title="Enhanced customer satisfaction"] Handle incoming interactions seamlessly Avoid delays from accessing multiple systems and applications Put the customer in full view Conference with subject matter experts [/sg_item][sg_item title="Ease of deployment"] Server-side installation–no deployment required on the desktop Extensive login support (teleset, workstation, remote, PureConnect client) Tolerant of connection loss and telephony switchover No middleware vendors Oracle® validated Integration [/sg_item][/section_grid][section_cta format="cta-t1" background_clr="bgc-white" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid background_clr="bgc-lgray" title="Key features" desc="Improved agent and customer experience"][sg_item] Screen pop Siebel activities for all media types Multimedia toolbar presentation of calls, emails, web chats, callbacks and generic objects Quick access call controls Make call Pickup call Release call Hold/resume call Blind transfer Consultative (warm) transfer Multi-way conferencing Time-in-queue and on-call tracking for calls [/sg_item][sg_item] Login and logout as a local or remote age3nt Agent status in PureConnect linked to Siebel CRM agent reason codes Unified reporting for activity generation and time-in-system tracking Additional functionaility provided with side by side use of PureConnect Interaction Desktop Client Multimedia response management Advanced transfer dialog Dial pad Supervisor assistance request log [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3124"]
Interaction edge ds resource center en

Datasheet

Interaction Edge

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Edge" image="3119" filecta_label="Download a PDF" filecta="3118" img_alt_text="Interaction Edge" sub_title="Product Data Sheet"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="For complete single-vendor SIP capability"]The Interaction Edge™ multipurpose appliance combines a powerful IP gateway, media server and SIP proxy into a single 1U appliance solution. That makes Interaction Edge easy to deploy and manage. When paired with the Genesys PureConnect IP platform, it provides a highly redundant solution to manage all aspects of SIP processing for contact center automation and enterprise-wide unified communications. The Interaction Edge appliance is designed to play several roles when connected to a SIP-based PureConnect system: it can be a small media server appliance with a SIP proxy; a mid-sized gateway (1 or 2 spans) with a media server and SIP proxy, or a large gateway (4 or 8 spans). The Interaction Edge models that support 1 or 2 spans are the perfect fit for remote sites, allowing the gateway, media server and SIP proxy functions to be deployed using a single piece of hardware. The Interaction Edge appliance also uniquely allows contact centers and businesses to implement a fully-integrated SIP solution for IP communications from ONE vendor. Whether a SIP-based PureConnect/Interaction Dialer® configuration, Interaction Edge enhances special dial plan routing, redundancy, and load balancing across your PureConnect platform. [/gsc_item][/section_content][omnitable column="col-5" theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-5" h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col h_align="center"] Up to (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Installed (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Channels [/omnitable_col][omnitable_col h_align="center"] Spans [/omnitable_col][omnitable_col h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X0[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]N/A[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X1[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]T1/24 E1/30[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]4[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X2[/omnitable_col][omnitable_col]2[/omnitable_col][omnitable_col]T1/48 E1/60[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]2[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X4[/omnitable_col][omnitable_col]4[/omnitable_col][omnitable_col]T1/96 E1/120[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X8[/omnitable_col][omnitable_col]8[/omnitable_col][omnitable_col]T1/192 E1/240[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Server [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Spans [/omnitable_col][omnitable_col] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Dimensions[/omnitable_col][omnitable_col]1U; 17.5 (W) 1.9 (H) 16.25 (D); Rack Mount or on shelf[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Temperature[/omnitable_col][omnitable_col]Operating: 32°F to 95°F (0°C to 70°C) Non-operating: -4°F to 158°F (-20°C to 70°C)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Humidity[/omnitable_col][omnitable_col]Operating: 20%-80% at 30°C (86°F)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Noise[/omnitable_col][omnitable_col]53 dB (office)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]LAN Support[/omnitable_col][omnitable_col]Dual redundant gigabit (10/100/1000 Mbits/sec) (NICs)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]DC Output[/omnitable_col][omnitable_col]275W[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]AC Voltage[/omnitable_col][omnitable_col]100-240 VAC, 50/60Hz 4-2A per cord[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Software[/omnitable_col][omnitable_col]Edge Embedded OS[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][section_grid background_clr="bgc-lgray" title="Key features"][sg_item title="Gateway"] Digital trunk-to-SIP conversion Available in 1, 2, 4 and 8-span models Fully integrates to the Genesys PureConnect IP platform Easy to set up Web-based configuration Special dial plan routing A complete single-vendor solution [/sg_item][sg_item title="Flexible NxM architecture deployment"] High scalability, load balancing, fault tolerance Increased redundancy and reliability High call volume capacity via outbound Interaction Dialer servers Advanced call analysis for outbound dialing Fax relay support Fax transmissions to and from the PSTN (via T.38) [/sg_item][sg_item title="Media server"] NxM configuration Call recording, compression, and encryption of voice and voice mail with DTMF Record in TrueSpeech, G.711 (u-Law and a-Law), G.726-32, GSM, or L16 format Perform transcoding Quality of Service (QoS) for both audio and signaling Perform transcrypting between SRTP and RTP Advanced call analysis including detection of colored ringbacks and message detection Supports the Interaction Analyzer™ application to enable real-time keyword and phrase spotting Automatic Speech Recognition Audio Conferencing (simultaneous limit dependent on media server hardware and configuration) Supervisory monitoring by routing audio stream through the media server, not the PureConnect application server Enables playback controls for easy movement through a recording Support for remote dynamic audio, single side recording, and call waiting tones, as well as manual entry of DTMF digits from the .NET PureConnect client T.38 faxing in and out (simultaneous limit dependent on media server hardware and configuration) Playback of recorded music during ACD Wait and Hold states Prompt plays requiring DTMF input and plays .wav files, TTS, and DTMF Registers easily with any number PureConnect servers via an intuitive web administration interface Remote site recording to decrease WAN traffic. Also supports remote retrieval of recordings during non-peak hours via network or HTTP to optimize bandwidth usage Multiple independent supervisory records on the same call [/sg_item][sg_item title="SIP Proxy"] Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes Built-in web server for easy configuration and remote access from any browser Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher Unlimited number of destination entries Fault tolerant routing; if a monitored server is not available, the SIP proxy will use the next available route Load balancing for SIP messages using a round-robin, random or prioritized distribution [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="SIP capability for Interaction Dialer" desc="When configured with PureConnect and Interaction Dialer 3.0 or higher, the Interaction Edge appliance allows teleservices firms, collections firms, and businesses offering blended inbound/outbound dialing services to:"][sg_item title="Perform advanced call analysis for outbound dialing needs"]In a SIP station’s live-side configuration, the Interaction Edge appliance leverages Genesys telephony infrastructure expertise to differentiate between a live caller, an answering machine, a fax machine, a busy signal or any other call detection situation, including differentiating SIT tones.[/sg_item][sg_item title="Handle the high-volume outbound capacities of Interaction Dialer servers "]The four- and eight-span Interaction Edge models are designed for greater trunking needs and scalability with its NxM “rack and stack” architecture. The Interaction Edge appliance also is designed in line with the Genesys SIP-based software approach and made especially for the Interaction Dialer application. Because Interaction Dialer and Interaction Edge integrate directly to PureConnect, call campaign and system performance monitoring is centralized in the PureConnect single administration environment.[/sg_item][sg_item title="Browser-based configuration"]Install the Interaction Edge appliance quickly and easily using a plug-in network connection and simplified deployment tool that runs from a USB key. Or if using DHCP, simply plug it in and discover the assigned IP address on the LCD screen. Once installed, the Interaction Edge browser-based environment allows administrators to: Configure call routes = intelligent mapping similar to dial plan/proxy Continuously monitor system performance Load and apply Interactive Intelligence Service Updates (SUs) Perform simple log retrieval via FTP [/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications and features"][sg_item title="Server highlights (EDGE01X8)"]Models for 0 to 8 spans (E1/T1) LCD Panel with buttons for status/settings LAN/WAN connection redundant gigabit NICs Headless: no mouse, monitor or keyboard required USB ports available Remote Power Management and KVM (IPMI) SIP coder support: voice coding/compression G.711: better quality, more bandwidth consumption G.729ab: low-bit rate coder, less bandwidth consumption [/sg_item][sg_item title="Protocol compatibility"] NI2, National ISDN-2 5ESS, AT&T 4ESS, AT&T DMS, Nortel QSIG, ECMA 164/165 E1/EurolSDN T1/CAS [/sg_item][sg_item title="Call analysis support with PureConnect 3.0 (and higher)"]Return these call analysis results to PureConnect/Interaction Dialer for processing: Answering Machine Positive Voice Silence Detected Fax Machine Cadence Break No Answer Busy Modem No Ringback SIT No Circuit Re-order Vacant Code [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3118"]
Callscripter agent scripting ds resource center en

Datasheet

CallScripter for Genesys PureConnect

Interaction speech recognition ds resource center en

Datasheet

Interaction Speech Recognition

Purecloud by genesys communicate br resource center en

Brochure

PureCloud Communicate: unified communications and collaboration

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="PureCloud by Genesys Communicate" sub_title="Unified communications and collaboration that bring everything—and everyone—together" image="3096" filecta_label="Download a PDF" filecta="792" img_alt_text="PureCloud by Genesys Communicate "][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Accelerated deployment Flexible phone administration All communication channels in a single interface Increased employee productivity Improved organizational efficiency Reduced costs [/sg_item][sg_item] Business continuity and remote survivability Anytime, anywhere availability Open APIs for custom integrations HTTPS and TLS encryption HIPAA- and PCI-compliant [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Executive summary Your business needs to unite all the ways people communicate, and all the people—coworkers, partners, vendors and customers—you communicate with. PureCloud Communicate combines traditional IP PBX functionality and auto-attendant tools with real-time collaboration features like video conference, screen share, dynamic team chat, corporate directory and document management—into a single interface that’s seamlessly built from the ground up. Whether you use an IP phone, a mobile phone or a softphone, PureCloud Communicate supports a variety of options to suit your needs and ensure anytime, anywhere access. A part of the PureCloud portfolio, PureCloud Communicate can be used with the PureCloud contact center suite for a tightly integrated all-inone solution, or it can be used as a standalone solution. Because it’s built in the cloud, deployment is fast. Flexible administration and ease of implementation require no specialized technical skills or training. They also make onboarding and telephony management a breeze. Workspaces of tomorrow Global offices, distributed teams, remote workers: Today’s workforce is varied and reflects an upward trend in workspace flexibility. With PureCloud Communicate, your employees are no longer bound by location or hardware. An industry-leading softphone that is built on Web Real-time Communication (WebRTC) technology enables employees to use their browser as a phone. Built-in, rules-based groups; video conferencing; screen sharing; and chat tools make it easy to connect with co-workers in a multitude of ways. A unified inbox for voicemail and faxes keeps incoming communication in one central location. Native mobile apps let you access your communications and co-workers on the go. Keep your workforce united, equipped and engaged—no matter where they are. The key to productivity Imagine your employee has a question about product pricing, but isn’t sure who to ask, or that you have a new hire trying to orient herself with cross-functional departments. The directory is an invaluable tool to navigate who’s who in your organization. It provides hierarchical views, coupled with rich employee profiles and robust search. You can instantly pinpoint a colleague by name, department or skillset; view availability information; and then click to call, chat or launch a video. The attractive, intuitive user interface enables employees to upload photos and update their profiles with personal details that help coworkers get to know them professionally and personally. A series of connectors seamlessly manages data transfer and synchronization between PureCloud and other systems—so you don’t have to. Enterprise communications made easy PureCloud Communicate makes it easy for growing businesses to step up to enterprise level communications without the costs and complexity of deploying and maintaining individual applications. Built on the PureCloud Platform layered on top of Amazon Web Services (AWS), the all-in-one solution offers deployment in days, continual delivery of new features, unwavering reliability and scalability. Designed with geographic redundancy and remote survivability, PureCloud Communicate ensures business continuity—even during a disaster. Obsessively secure, Genesys maintains strong encryption and key industry certifications to safeguard your critical data in the cloud. PureCloud Communicate even plays well with your existing systems. Leverage a connected, powerful integration ecosystem or use open APIs to build custom integrations for your unique needs. Optional VoIP Leave your local PSTN behind and go totally cloud-based with the addition of PureCloud Voice—an Internet-based telephony service that provides public telephony access to any PureCloud services. This means you can manage all your cloud communications services with a single vendor! Port over existing numbers or add new ones from a large inventory of PureCloudprovided telephone numbers. High-quality SIP trunking eliminates the physical connection to a phone company, as well as all associated hardware, wiring and headaches.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Traditional IP PBX"]Traditional telephony features, including direct inbound and outbound dialing, extensions, transfers, voicemail, call forwarding, call recording, conference calls, group ring, hunt groups and faxes. The powerful PureCloud Edge server gives you the flexibility to integrate with your existing telephony infrastructure, while ensuring remote survivability and business continuity.[/sg_item][sg_item title="Speech-enabled IVR"]PureCloud Architect enables you to create custom speech-enabled IVR functionality using an intuitive drag-anddrop interface. Configure the menus and call flows that fit your business needs—without professional service or downtime.[/sg_item][sg_item title="Softphone"]Break traditional telephony rules and reduce the cost of your PBX with the WebRTC softphone. Use your browser as a phone and break free of location and hardware restraints.[/sg_item][sg_item title="Collaboration tools"]Quickly locate the right people in your organization with a searchable company directory. Then bring everyone together to share ideas. Tools like user status, persistent group chat, video conference, screen sharing and content management make it easy.[/sg_item][sg_item title="Single sign-on"]Full built-in authentication as well as integrations with industry-standard sign-on solutions for simplified access.[/sg_item][sg_item title="Audit trail"]Store and permission content in the integrated document management system, knowing there is a complete record of actions taken and files are tracked.[/sg_item][sg_item title="External contacts"]Import your corporate contact list in PureCloud and integrate external contacts throughout the app—whether you’re searching to initiate a call, add to a conference call or transfer an existing call, the person you’re looking for is just a few keystrokes away[/sg_item][sg_item title="Data synchronization"]Automatically synchronize data between your systems and PureCloud directory groups and profiles. You can populate profiles once or keep profiles synchronized with your data when updates occur.[/sg_item][sg_item title="Mobility"]Now you can have the power of PureCloud in your back pocket. Native iOS and Android apps give you anytime, anywhere access.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3094"]
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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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Infographic

Forrester Study Reveals Benefits of Artificial Intelligence with the Human Touch

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Brochure

Transform Planning and Analysis in Contact Centers

[section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Transform planning and analysis in contact centers" image="2920" filecta_label="Download a PDF" filecta="2919" img_alt_text="Transform planning and analysis in contact centers"][/section_header][section_grid background_clr="bgc-lgray" desc="Decisions™ is the industry-standard, strategic planning and analysis system for leading contact center organizations. Decisions gives you the planning and analysis sophistication you need to implement innovative staffing strategies, develop more precise hiring plans and proactively manage challenges in your business. Using Decisions, your organization will significantly reduce staffing costs while improving key customer service quality performance." title="What is Decisions?"][sg_item title="Decisions enables planners to:"] Eliminate the need to chase down and validate data from cumbersome Excel spreadsheets Answer “What if?” questions from executives and management within minutes—not days Automatically link long-term plans and budgets to weekly tactical plans Create an accurate single source of truth across all divisions and departments [/sg_item][sg_item title="With Decisions*, customers can:"] Save 5% to 10% of agent staffing costs Save 50% to 80% of annual planning and analysis hours Reduce time to market with new ideas Improve service consistency Make fast and accurate contact center decisions Achieve a higher ROI on capital expenditures *The last 10 decisions customers had a payback period of less than six months.[/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] A slow decision is no decision Decisions quickly and accurately handles several key contact center planning steps. The service can forecast all important planning metrics, simulate plans to accurately determine how many agents you need week-over-week, and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. Decisions also rolls capacity planning into an accurate budget. Here’s a look at how each of these features can benefit your contact center. Forecasting Advanced features support planning and analysis for multi-skilled agents, multichannel servicing (email, chat, casework and outbound phone), as well as forecasting and planning for customer experience metrics. Decisions will bring new capabilities to your planning and analysis team. We start with your historical contact center data and automate data capture. There’s no need to manually collect time-critical performance data from sources all over the company. Data mart consolidates your performance data from phone, email, chat and casework contact management systems, as well as from workforce management, staffing and other systems. Decisions also stores and analyzes data from cost and revenue reporting applications for detailed financial analysis. This means that historical and planned call volume, staffing, shrinkage and financial data are available in one place. Requirement simulation and capacity optimization With the simulation feature of Decisions, you can accurately predict the number of agents required based on the average speed of answer, service level or abandon rate goals. Simulation considers how multi-skilled agents, routing efficiency, schedule adherence and scheduling efficiency affect customer behavior for each contact type. Using a spreadsheet to plan new-hire classes will seem like an outdated method after using the just-in-time hiring, overtime and leave staffing features in Decisions. Decisions makes sure agent capacity is available when needed. You will know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime. Give your organization the direction it needs to drive down costs and consistently achieve service and customer experience goals over the course of your planning year. Use controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave. Powerful what-if analysis The contact center is critical to the success of your competitive strategy. Decisions gives you the information you need to successfully execute a contact center strategy—whether you want to be the low-cost provider, the upscale brand or the service leader. Evaluating the cost, customer experience and risk profiles of multiple service goals, cost goals and operating strategies means that operations can be more efficient. You can assign contact volume, staff growth and investment dollars by channel, site, agent  group or outsourcer to drive costs, customer satisfaction and resources. Decisions enables you to understand all possible options and select the best one. Management can understand key tradeoffs to any business decision and know the relationship between key performance drivers, such as call volume and average handle time versus financial and operational performance (average speed of answer, cost per call and revenue). You can then use this information to make the right decisions. Executives can proactively manage operational risk and be ready with a range of plans that cover all potential scenarios. Decisions will help you understand how many agents are needed before a new marketing event occurs and how to reduce business reputation risk if contact volume or average handle time trends are unfavorable. Most what-if questions lead to more questions. Decisions enables you to answer sophisticated what-if questions, such as what the cost and service repercussions will be to operations when internal or external changes occur. Analysts can handle critical executive questions and analysis challenges in minutes. Imagine if you could answer high-level, what-if questions in the board room during your next critical business meeting. Decisions also enables you to create unlimited what-if analysis scenarios and see the positive or negative changes they have on your plan. Just vary any parameter, such as contact volumes, attrition, hourly wages or call-routing strategies, and immediately see the effect your changes have on agent occupancy, hiring schedules, service quality, costs, sales, profit and other measures. Decisions includes interactive sensitivity analysis features that detail relationships among key inputs and outputs of your plans. For example, you can plot call volume versus service level to highlight where plans are most sensitive to external events. By knowing how events will affect your plan, you can develop corrective management actions in advance—and turn potential crises into opportunities. Budgeting Decisions final step rolls all planning scenarios into a budget that enables analysts, operations teams and senior management to make effective decisions that impact your business. The process take minutes and empowers your company to make ongoing decisions. Get results from the start Decisions is simple to implement and is available on-premise or in the cloud. Use it to drive business value and ROI with first capacity and staffing plans. The service frees up Analysts to do what they are supposed to do: Create high-value, relevant analyses that support critical corporate decisions. They can spend time planning, instead of gathering data or finding errors in spreadsheets.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="2919"]
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Infographic

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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Infographic

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"]
Journey mapping: an outside in approach to delivering great customer experiences

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 PAPER Empower 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 PAPER Planning 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 SHEET Building 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 SHEET Best 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 PAPER A 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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Video

Blended AI by Genesys with Bot Chaining

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Video

Blended AI by Genesys with Facebook Messenger Bot

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White Paper

Should You Update or Abandon Your Call Center ACD?

WHITE PAPER Should 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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Video

Blended AI by Genesys with Proactive Chatbot

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EBook

The Outbound Engagement Playbook—Proactive Communications

EBOOK The Outbound Engagement Playbook Proactively 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 studies Read 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 STUDY The 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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Brochure

Oracle Service Cloud Integration to PureConnect

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EBook

The Essential Guide to Contact Center Modernization

EBOOK The Essential Guide to Contact Center Modernization Your 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 employees Get 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 SHEET Four 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 environment An 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

eBOOK Seven 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 PROFESSIONALS Technology 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 BRIEF Make 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 BRIEF How 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 PAPER Rethink 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

eBOOK How 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 BRIEF Five 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 SHEET Five 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

EBOOK The 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

EBOOK The 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

EBOOK The 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

EBOOK Business Optimization with Genesys Enterprise Workload Management A 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 scores This 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 SHEET Tips for Evaluating and Choosing the Right Contact Center Solution in the Cloud Why 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 research Choose 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 Brief Four 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

EBOOK Contact Center Economics and the Cloud 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 requirements Read the eBook today! Get the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="701U0000001YDY2"]
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EBook

Ten Considerations for Moving Your Contact Center to the Cloud

EBOOK Ten Considerations for Moving Your Contact Center to the Cloud Migrate 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

EBOOK Three 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 PAPER Forrester Paper: The Case For Omnichannel Self-Service How 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

eBOOK Busting 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

EBOOK Optimize Customer Engagement with a Cloud Contact Center The 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 Report The 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 BRIEF Personalized IVR for Improved Customer Experience How 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 journey Download 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 REPORT Increase 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 Experience Balance 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 REPORT The Total Cost of Ownership of Cloud- and Premise-Based Contact Center Platforms A 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

eBook 5 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 REPORT Are 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

eBook Omnichannel Is No Longer Optional Connecting 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 Paper PureCloud 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 edge Download 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

eBook Keeping 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

eBook Engage 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 Report Plan 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"]
The guide to omnichannel customer engagement eb resource center en

EBook

The Guide to Omnichannel Customer Engagement

eBook The 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

eBook Solving 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 Award 2016 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 Implementation According 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 Paper Defining 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 Report Next 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

EBOOK Not All Cloud Contact Center Platforms Are Created Equal 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 Download the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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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Research Report

How to be a Customer Experience Leader – Getting to Iconic

MIT Technology Review Getting 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 Experience Bots 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"]
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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 experiences See 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 Touch Blend 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 journeys Discover 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 Paper Customer Engagement is Ripe for Change Is 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 Paper Update 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 Success Get 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 come See 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, 2017-18 Selecting 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"]
The us contact center decision makers guide 2017 omnichannel resource center en

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 DEMO See 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 handled In 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 Study Transformation of Customer Experience with Cloud-Based Customer Engagement Applications Sponsored 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 SPOTLIGHT Cost Savings and Benefits Of A Cloud-Based Omnichannel Contact Center Solution for Greenfield Deployments And Small Businesses 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 income See 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. Get the Spotlight [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SPLh"]
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Research Report

Forrester TEI Spotlight: Organizations Moving from Less Advanced Cloud Platforms

FORRESTER TEI SPOTLIGHT Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution for Organizations Moving from Less Advanced Cloud Platforms 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 income Don’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. Get the Spotlight [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" 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 2016 The Forrester Wave™: Contact Center Interaction Management for Large Contact Centers, Q3 2016 See 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 STUDY The Total Economic Impact™ Of Genesys PureCloud 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 Download the study [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" 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 Center Use 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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