Contact Center Services

VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.

Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.

Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

WHITE PAPER: Discover how organizations can create value through cloud-based customer engagement solutions, and substantially improve the quality of customer experience they offer by learning about the trends, drivers, inhibitors, technologies, and challenges that are impacting the adoption.

Posted: 22 Mar 2018 | Published: 22 Mar 2018

EBOOK: Inside, discover the 7 key challenges of cloud for contact centers, and find out how you can turn you concerns into myths.

Posted: 21 Mar 2018 | Published: 31 Dec 2017

ANALYST REPORT: Inside, analysts from Nucleus Research examine the experiences of organizations using cloud contact center solutions to respond to customer requests through their communication channel of choice, and more.

Posted: 21 Mar 2018 | Published: 31 Aug 2017

WHITE PAPER: Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.

Posted: 21 Mar 2018 | Published: 31 Dec 2017

WHITE PAPER: Examine the impacts a shift from premises-based to cloud contact center has to employees on the frontline, supervisors, and contact center managers tasked with running the day-to-day operations, as well as insight on common questions and experiences in a contact center as a service (CCaaS) environment.

Posted: 20 Mar 2018 | Published: 31 Dec 2017

WHITE PAPER: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.

Posted: 13 Mar 2018 | Published: 31 Dec 2017

EBOOK: If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.

Posted: 13 Mar 2018 | Published: 31 Dec 2017

ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.

Posted: 13 Mar 2018 | Published: 13 Mar 2018

EBOOK: Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Posted: 13 Mar 2018 | Published: 31 Dec 2017

RESEARCH CONTENT: The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you're a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.

Posted: 13 Mar 2018 | Published: 31 Dec 2017

ANALYST REPORT: Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.

Posted: 13 Mar 2018 | Published: 31 Dec 2017

RESEARCH CONTENT: Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.

Posted: 13 Mar 2018 | Published: 13 Mar 2018

EBOOK: Customer interactions, across all channels, are of strategic importance in today's world. Inside, learn how you can meet the criteria your customers place the emphasis on.

Posted: 12 Mar 2018 | Published: 31 Dec 2017

EBOOK: Everyone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.

Posted: 12 Mar 2018 | Published: 31 Dec 2017

RESEARCH CONTENT: See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Posted: 12 Mar 2018 | Published: 30 Nov 2017

ANALYST BRIEF: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.

Posted: 12 Mar 2018 | Published: 12 Mar 2018

WHITE PAPER: A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it's important to determine how best to leverage the cloud to meet your business's specific needs.

Posted: 12 Mar 2018 | Published: 31 Dec 2016

WHITE PAPER: Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It's up to IT to build the foundation for this digital transformation—and increasingly, it's cloud-based. Make sure your IT team is on track to deliver.

Posted: 12 Mar 2018 | Published: 31 Dec 2017

WHITE PAPER: For the modern contact center, security is still the biggest barrier to adoption of a cloud-based strategy. To ease your concerns, this white paper debunks 5 common network security myths and helps you build a secure cloud contact center.

Posted: 27 Feb 2018 | Published: 27 Feb 2018

ANALYST REPORT: In this 23-page Forrester report, uncover the cost savings and business benefits enabled by a cloud-based omnichannel contact center solution, and the experiences of 6 customers who made the switch from on-premise technology.

Posted: 26 Feb 2018 | Published: 26 Feb 2018

ANALYST REPORT: In this Ovum report, explore several leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions with customer and company data.

Posted: 23 Feb 2018 | Published: 31 Dec 2017

ANALYST REPORT: In this Forrester report, uncover the key investment drivers for the 6 customers interviewed about their journey to using Genesys PureCloud.

Posted: 20 Feb 2018 | Published: 31 Dec 2017

CASE STUDY: Explore the stories of 3 companies that implemented a faster, more effective remote support tool enabling them to boost productivity throughout their organizations.

Posted: 02 Feb 2018 | Published: 02 Feb 2018