Read more

Paul’s Message – January 2018

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.

img-5188

Paul Segre’s Year-End Message for 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.

img-5157

Tom’s Message – November 2017

Any company can claim to be a leader in something—from cupcakes to customer service. But if every company says this, how do you distinguish the truly innovative leaders from the rest?

img-5136

Tom’s Message – October 2017

New investments in PureConnect add strength to our long-term strategy for PureEngage, PureCloud and the Genesys Customer Experience Platform.

img-5110

Tom’s Message – September 2017

For Formula 1 racing fans, the recent Singapore Grand Prix was a reminder that being on the pole, or first in line, doesn’t guarantee anything.

img-5074

PureConnect: What’s in a Name?

Still catching up to the new names around PureConnect? Read the product data sheets to gain insights on the distinctions between each type of deployment.

img-5084

Tom’s Message – August 2017

Some companies run fairly well on aging infrastructures, even though these systems are not capable of delivering an omnichannel customer experience. Yet the pressure is mounting to deliver consistently differentiated customer experiences, or risk watching your customers go elsewhere for lower-effort engagement.

img-5021

Tom’s Message – July 2017

Artificial Intelligence (AI) is still new enough in business that many see it as one big category of complex technology.

img-4979

Tom’s Message – June 2017

Earlier this year, I told you about our acquisition of Silver Lining Solutions, whose products improve employee engagement and performance by assessing and evaluating employee behaviors, skills, and capabilities.

img-4930

Tom’s Message – May 2017

I’m happy to share some great important news from one of the industry’s top analyst groups. Gartner has just issued the updated 2017 Magic Quadrant for Contact Center Infrastructure (CCI MQ).

img-4902

Tom’s Message – April 2017

At Genesys, we spend our days devising ways to make people’s lives easier and less frustrating—and in the process, make our customers more profitable. I know you share this passion.

img-4840

Tom’s Message – March 2017

This month, Genesys completed its acquisition of Silver Lining Solutions, developer of employee optimization solutions that help improve employee engagement and performance, enterprise-wide.

img-4786

Tom’s Message – February 2017

At Genesys, we think a lot about the power of innovation, and for good reason. Markets are changing. Customer expectations are increasing and raising the bar on customer experience. And businesses must keep up.

img-4735

Paul’s Message – January 2017

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.

img-4680

Paul Segre’s Year-End Message for 2016

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.

img-4626

Genesys Named a Leader in TWO Forrester Waves™

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.

img-4563

Lucy’s Message – November 2016

It’s a fall ritual: We’re deep into 2017 planning mode here at Genesys and I’m sure you are, too.

img-4614

Tom’s Message – October 2016

There’s a shift in customer relationships, and we all felt it at G-Force in Miami earlier this month. It was more than the power of Hurricane Matthew, our unexpected guest.

img-4535

See the Genesys Omnichannel Desktop in Action

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.

img-4545

Tom’s Message – September 2016

What’s on the technology horizon and how disruptive will it be? No one has a crystal ball, but the indicators we track are pretty clear on trends that are gaining momentum in this new “age of the customer.”

img-4506

Tom’s Message – August 2016

For 25 years, Genesys has been 100% dedicated to helping you deliver exceptional customer experiences. It’s been a journey. We’ve grown. We’ve developed knowledge and expertise. We’ve innovated. What we’ve created with you and our partners is proof that great customer experiences drive better business outcomes and lasting relationships.

img-4444

Tom’s Message – July 2016

Michael Phelps earned the opportunity to defend his records in Rio in the 2016 US Olympic Trials earlier this month. The tenacity and perseverance I saw during the broadcast reminded me of the character I see in customers grappling with preparing their contact centers to handle digital channels. 

img-4352

CX Leaders in Banking, Foster Loyalty through Effortless Customer Journeys

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.

img-4335

How an Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service

The secrets of contact center success, simply put, are: Generate more revenue. Keep expenses low. Make customers happy. Retain employees. 

img-4323

Cloud-Based Proactive Communications Accelerate Credit Card Fraud Resolution

A number of Genesys customers like yourselves have relied solely on the Genesys platform to improve customer experience and address fraud concerns.

img-4267

IVR for Government: Make a Great First Impression

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.

img-4260

How the Genesys IVR Framework and the Genesys Voice Platform Work Together

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.

img-4246

Tom’s Message – May 2016

You asked, we listened. Last month, we reached out to several of you (our customers) to better understand some of the issues you are are facing and how we can improve our offerings to help you.

img-4240

Quiz: Is Your IVR Driving Your Customers Away?

When your customers call, is your IVR helping or hurting your business? How do interactions with your customers end—in frustration or satisfaction?

img-4257

How Have Other Customers Found Success in the Cloud?

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.

img-4200

Tom’s Message – April 2016

At Genesys, we spend our days devising ways to make people’s lives easier and less frustrating—and in the process, make our customers more profitable. I know you share this passion.

img-4168

Tom’s Message for March 2016

If the start of 2016 is any indication, economic pressures will soon be felt by organizations across the globe.

img-4035