Genesys

EGUIDE:CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.

Posted: 21 Feb 2013 | Published: 21 Feb 2013

EGUIDE:This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.

Posted: 21 Feb 2013 | Published: 21 Feb 2013

WHITE PAPER:This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.

Posted: 04 Sep 2008 | Published: 04 Sep 2008

WHITE PAPER:This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.

Posted: 03 Jun 2008 | Published: 01 Apr 2008

WHITE PAPER:This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.

Posted: 25 Mar 2008 | Published: 01 Jan 2007

WHITE PAPER:Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.

Posted: 24 Mar 2008 | Published: 01 Mar 2008

WHITE PAPER:Contact centers optimize customer interactions by segmenting and matching customers and agents. Learn how to remain competitive by proactively initiating contact and establishing stronger bonds with customers.

Posted: 18 Oct 2007 | Published: 01 Oct 2007