Blog Post: Customer Evolution Isn’t Easy – Why Some Companies Flourish
Competition is a good thing. At Genesys, we have always welcomed the challenge posed by our competitors as we all push towards greater innovation. Several years ago, though, we recognized the danger signs that some of our competitors were late or unable to address — the traditional call center was undergoing a massive digital transformation fueled by new customer behaviors and expectations.
To manage this transformation successfully, Genesys had to evolve beyond its traditional identity as a provider of powerful contact center technologies and tools.