If you haven’t heard about our recent acquisition of Altocloud or why it matters, I’d like to share this great news. Based in Galway, Ireland, a hotbed of innovation in customer experience technology, Altocloud is known for its artificial intelligence (AI)-based customer journey analytics applications.
In business, every new year shines on a light on the next 12 months. It feels like a sort of new starting line. And yet, everything “new” Genesys is doing in 2018 builds on our work in 2017.
I could easily spend this message talking about the merger of Genesys and Interactive Intelligence, because it has occupied a ton of my time in 2017. But the real stories are what that merger has enabled us to deliver, and how it enhances customer experience.
We’ve enhanced our Outbound capabilities in PureEngage Cloud so you can now leverage emails and text messages to deliver effective multichannel one-way and two-way agentless customer engagement.
Every new year brings with it a sense of hope—to achieve personal goals, take advantage of new opportunities, and become better at what we do. And yet some years feel newer than others. That’s how it’s feeling for Genesys in 2017.
Saying that 2016 has been a great year for Genesys doesn’t adequately express everything we have to celebrate. Let’s start this year-end wrap-up with our big news: Genesys just completed our acquisition of Interactive Intelligence, creating a major opportunity for all of us.
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.
Just as your area’s leaves change with the seasons, your company will keep changing to meet your customers’ changing expectations in 2017, not to mention your competition’s tactics.
A picture is worth a thousand words! This video demo highlights, in a few short minutes, how an omnichannel desktop empowers your agents and boosts their efficiency.
We’re always looking for ways to serve you better. With Log File Retrieval, Genesys takes a more active role in gathering the right logs to solve your support cases.
We know it’s not always easy to decide where to spend your conference budget so we wanted to highlight just a few of the things you could miss out on if you don’t register for G-Force.
To drive customer loyalty and increase new business opportunities it is essential to understand the location of hotspots — processes that cause frustration and inefficiency – in the customer’s journey.
The secrets of contact center success, simply put, are: Generate more revenue. Keep expenses low. Make customers happy. Retain employees.
Keeping current is a constant challenge whether you’re working with front office applications such as Inbound Voice or back office applications such as Intelligent Workload Distribution. Here are recently updated or new courses with associated certification exams and study guides available to prove you’re still the expert.
A number of Genesys customers like yourselves have relied solely on the Genesys platform to improve customer experience and address fraud concerns.
Frequently, the first interaction that a citizen or customer has with your organization is through an IVR or self-service portal, and that first impression is important.
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.
Too often the customer service contact center is not able to respond and fulfill responses to marketing campaigns due to lack of awareness. The SWIFT Marketo Adapter connects the Genesys CX platform with Marketo.
The Genesys Premier Edition – Virtual Contact Center, is a pure cloud offering that delivers everything that small to mid-size contact centers need to provide exceptional customer experiences.
Grab some popcorn and watch this video to see what other Genesys customers and partners share about their experience with Framework Routing classroom training at Genesys University in Frimley, UK.