Genesys: Case Studies | Whitepapers | Articles

Top Story - Liveperson, Genesys’s Online Engagement Solution

Genesys  announced its tie up with LivePerson - a provider of intelligent online engagement software solutions,  in an effort to eliminate the silos between traditional contact centers and the web.

Solution Centre Whitepaper - Genesys intelligent Workload Distribution

In these volatile economic times, companies across all industries are striving to ensure that they’re able to offer the very best customer service. Many are now choosing to manage their complex customer interaction touch points and tasks via a single business application solution that has the ability to dynamically map the overall workload to the available resources and capabilities — and the most savvy and successful are choosing Genesys intelligent Workload Distribution.

Sponsored Case Study - Optimus Leverages Genesys SIP CRM Solution to Solve its Growth Pain

Optimus, a leading BPO provider was experiencing growth pains putting pressure on its ability to compete and to deliver campaigns on time. The Optimus IT team began evaluating several CRM solutions to meet its challenges and chose a modular open standards Genesys SIP CRM solution.

Sponsored Whitepaper - Genesys intelligent Workload Distribution

In these volatile economic times, companies across all industries are striving to ensure that they’re able to offer the very best customer service. Many are now choosing to manage their complex customer interaction touch points and tasks via a single business application solution that has the ability to dynamically map the overall workload to the available resources and capabilities — and the most savvy and successful are choosing Genesys intelligent Workload Distribution.

Sponsored Case Study - Genesys Helps Manchester Unity Reduce Call Wait Times, Improve Service and Much More

Private health insurance, financial products and retirement services provider Manchester Unity had been investigating new contact centre technology for almost two years, when two major events forced a decision.

Sponsored Case Study - How AEON Thailand Increased its Call Center Efficiency with Genesys

AEON Thailand's outstanding success in the marketplace resulted in perennial double-digit growth, but added more pressure on the company’s support centres. To address these challenges, AEON decided to invest in a call centre environment that would dynamically handle all inbound and outbound interactions.

Solution Centre Whitepaper - Increase Customer Loyalty and Reduce Contact Center Costs with Proactive Contact

This paper introduces the concept of proactive contact and describes the overall objectives and business goals associated with it. The paper then illustrates the technical requirements of a proactive contact solution to meet those business objectives. Finally, it outlines the Genesys Proactive Contact solution and its role in the Dynamic Contact Center.

Solution Centre Whitepaper - Orchestrating Customer Satisfaction with Innovative Outbound Services

The key to building better relationships with customers is to harness the power of outbound interactions in a more customer-centric manner. This white paper presents an effective approach to overcoming restrictions and limitations on outbound activities, and then discusses how to instead develop, execute, and manage outbound activities from a customer satisfaction perspective to reduce costs and increase bottom line results.

Solution Centre Whitepaper - Session Initial Protocol: Empowering Enterprise-wide Customer Service

This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to VoIP. In addition, this paper will look at the available software, including relatively new arrivals such as unified communications, which can enhance a distributed customer sales and service strategy.