genesys

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Published By: Genesys     Published Date: Feb 08, 2019
A recent study from Knowlegde Executive clearly shows that that the deployment of cloud-computing technology in the African contact centre industry is growing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Download at this page the report with all results. Get the full study results to get insights on: The impact on customer and employee engagement The main pain points & challenges The technology service provider check list Find out why over 50% of African contact centres have adopted a cloud model
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Genesys
Published By: Genesys     Published Date: Feb 08, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
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Genesys
Published By: Genesys     Published Date: Feb 08, 2019
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 centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. 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.
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Genesys
Published By: Genesys     Published Date: Feb 08, 2019
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
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Genesys
Published By: Genesys     Published Date: Feb 08, 2019
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 adopt
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. 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.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. 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.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Global agierende Unternehmen, die höchste Ansprüche an ihren Kundenservice stellen und ihren Markenwert auf einem konstant hohem Niveau halten möchten, benötigen eine umfassende Suite an CX-Technologien, die sich problemlos implementieren und managen lässt. Allerdings widerstehen die Spitzenreiter in puncto Customer Experience der Versuchung, immer neue technologische Lösungen zur Verbesserung der Effizienz ihrer Serviceprozesse einzuführen – und genau das unterscheidet sie vom Mitbewerb. Den Entscheidungsträgern der führenden Unternehmen ist bewusst, dass sie nicht nur in neue Technologien, sondern auch in ihre Mitarbeiter investieren müssen. Das ist die zentrale Erkenntnis der weltweiten Umfrage, die MIT Technology unter etwa 550 Unternehmensvertretern in leitenden Positionen durchgeführt hat. Im Mittelpunkt standen dabei die Fragen, welche Faktoren die Gestaltung der CX-Prozesse der Unternehmen beeinflussen und welche Tools und Strategien zur Bewältigung der Herausforderungen in d
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Wie werden wir in 7 Jahren mit Unternehmen kommunizieren? Gemeinsam mit seinen Partnern Genesys und IBM hat der der 2b AHEAD ThinkTank mit „Kundendialog 2025 – Der Dialog zwischen intelligenten Systemen“ eine wissenschaftliche Studie dazu veröffentlicht. Sie untersucht den Wandel im Kommunkationsverhalten von Kunden und arbeitet Strategien zur Vorbereitung auf gravierende Veränderungen im Bereich des Kundendialogs heraus.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Vos clients sont passés à l’heure du tout connecté. Ne manquez pas le coche. Conquérir de nouveaux clients tout en préservant la qualité de vos relations existantes demande un temps et une énergie considérables. Quand un client souhaite vous contacter, êtes-vous capable daller à sa rencontre sur le canal de son choix ? Dans un monde qui se digitalise, les entreprises doivent pouvoir communiquer avec le client où et quand bon lui semble : du téléphone aux réseaux sociaux, en passant par les SMS et le chat en ligne. Dans cet eBook, vous découvrirez : Comment aller à la rencontre du client dans un monde ultra-connecté Comment faciliter et augmenter lefficacité de vos opérations dengagement client Pourquoi migrer vers une solution de centre de contacts tout-en-un dans le cloud
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Alors que les plateformes cloud gagnent en maturité, les entreprises sont de plus en plus ouvertes à lidée d’y migrer leurs systèmes critiques. Pour réduire leurs coûts bien sûr, mais aussi pour devenir plus agiles et plus évolutives. Comment concrétiser toutes ces promesses ? Et surtout, quelles sont les actions à engager pour enclencher l’inévitable migration de votre centre de contact ? Sachant qu’un parcours client de qualité commence par le choix du bon partenaire, en savez-vous suffisamment sur les différents fournisseurs sur les rangs pour prendre une décision éclairée ? Quels sont les besoins et contraintes de votre entreprise ? Quelles fonctionnalités propose votre fournisseur ? Vos cultures sont-elles compatibles ? Notre eBook vous invite à découvrir les 10 critères essentiels de sélection de votre partenaire pour réussir la migration de votre centre de contact dans le cloud.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Sur un marché des centres de contacts cloud aussi vaste que changeant, il est souvent difficile de trouver la solution adaptée à votre entreprise. C’est pourquoi Ovum a conçu un outil intitulé « Matrice décisionnelle Ovum : comment sélectionner une solution de centre de contacts multicanal dans le cloud (édition 2017-18) ». Ce document a pour but de dresser un comparatif des grands acteurs de ce marché sur la base de leurs fonctions de routage des appels voix et de service client multicanal. Vous y découvrirez comment Genesys s’est imposé parmi les leaders grâce à des solutions pour les entreprises de toutes tailles et de tous secteurs à travers le monde. Au sommaire de la Matrice décisionnelle Ovum : Comparatif des plateformes technologiques des différentes solutions de centre de contacts dans le cloud Évaluation des capacités des fournisseurs dans les domaines de la gestion des interactions clients multicanaux et de l’analytique des données clients et d’entreprise Identification
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Le marché nord américain des centres de contacts « as-a-Service » (CCaaS) explose. Les solutions de centres de contacts dans le cloud (ou solutions CCaaS) offrent des fonctionnalités semblables à celles des infrastructures de centres de contacts et d’appels sur site. Seule différence notoire : elles sont fournies sous forme de service et reposent sur un modèle de paiement mensuel. Au sommaire de ce rapport : Forces et faiblesses à intégrer dans votre évaluation des fournisseurs de solutions de centres de contacts dans le cloud Classement des 10 grands fournisseurs de centres de contacts cloud dans les quatre catégories du Gartner MQ : leaders, challengers, visionnaires et acteurs niche Pourquoi Interactive Intelligence, une entreprise Genesys, s’est classée parmi les leaders 2 années consécutives
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Avant d’appeler votre centre de contacts, la plupart des clients actuels auront déjà ou seront en train de visiter votre site web. Et pour eux, l’agent d’assistance devra le savoir au moment de prendre l’appel et ainsi leur offrir une expérience personnalisée. En d’autres termes, l’agent devra disposer d’un historique complet de leurs interactions. Or, de nombreuses entreprises peinent à relier tous ces points de contact. De fait, elles se retrouvent incapables d’offrir une expérience homogène sur tous les canaux, possible uniquement lorsque les agents disposent d’une visibilité complète sur les parcours des clients. Posez-vous deux questions. Votre infrastructure est-elle assez flexible pour prendre en charge de nouveaux canaux d’engagement client ? Intégrez-vous facilement de nouveaux canaux (vidéo, réseaux sociaux, SMS) à cette infrastructure ? Cet eBook explique comment résoudre ces problématiques et poser les bases d’une infrastructure capable de relever les défis de demain
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 centre 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 that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. 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.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large – a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to 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 realise a return on investment 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
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 adopt
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