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.
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.
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.
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.
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 Poorly designed and outdated Interactive Voice Response (IVR) increases customer effort, destroys customer satisfaction and results in higher cost to serve.
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.