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. What we learned was pretty interesting, including the desire for mobile, web, and IVR self-service applications for you to better serve your customers.
We completely understand—in fact, that is what prompted Genesys to acquire IVR leader, SpeechStorm, last year. I invite you to read this Executive Brief for more insight into how our new IVR framework works with our best-in-class voice platform.
One customer who’s already seen the benefits of these fantastic capabilities is Eir, Ireland’s largest telecommunications provider. By implementing a contextual IVR system, Eir realized tangible cost-savings, better customer experience (CX), and an improved Net Promoter Score. Their remarkable story of success was featured in a report by analyst firm Ovum.
We’re very proud to be a part of our customers’ successes, and we’re ready to roll up our sleeves and help your company transform its IVR experiences. Not sure if your IVR system is up to the task? Then take our “Is Your IVR Driving Your Customers Away?” quiz to see how your contact center stacks up.
Genesys customers continue to raise the bar on CX excellence, and we’re proud to be an integral part of those transformations. Let’s keep up the excellent work!
President at Genesys