Genesys Telecommunications Laboratories

Displaying 1-10 of 10 results

  • White Papers // Jun 2014

    The Future of Work: Exceed Customer Expectations with Workload Management

    Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future? In this white paper, Genesys outlines its vision for The Future of...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Frost & Sullivan White Paper: Beyond BPM Enterprise - Reduce Costs and Improve Customer Service

    Frost & Sullivan has researched a new way to manage the efficiency gaps and loss of business value that occur when employees are involved in workflows. This paper explores existing issues in service fulfillment areas that impact on-time delivery and ultimately degrade the customer experience; and offers alternatives...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Gartner Predictions 2014: Customer Support and the Engaged Enterprise

    According to Gartner, “Customer service is re-emerging as the core business strategy to create a winning customer experience”. As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact centre is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Transforming Customer Experience in the New Digital World

    In today’s world, new digital communications channels are being continuously introduced. Customers are quickly adopting these new channels – including web, social and mobile – and want to use them to contact the companies with whom they do business. This white paper will show you how taking a holistic...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy

    Smartphones and tablets have transformed the business landscape at breakneck speed. Consumers are constantly searching for the newest and greatest mobile technology as sales outpace traditional PC's. But while organizations of all stripes have been quick to recognize the impact of the mobile channel, they haven't acted strategically when it...

    Provided By Genesys Telecommunications Laboratories

  • Webcasts // Jul 2012

    Simplify, Virtualize and Innovate your Customer Service Operations

    Implementing a standards-based, 100% software solution helps you adopt new communication channels such as web, mobile and video for Customer Service. In addition to addressing today's challenges of optimizing costs, Genesys SIP Contact Center Solution helps you better utilize your resources through virtualization. You can put in place a platform...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service for Bottom Line Results

    Social media has become the digital megaphone for customers. Their voice has never been more powerful, whether it's a glowing review or a scathing rant. That means your brand's reputation is at stake. So exactly who is driving your organization's social media engagement? Often it's the marketing or corporate communications...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Getting closer to the customer: A challenge for the C-suite

    Getting closer to the customer is an Economist Intelligence Unit report which examines how the dialogue between customers and companies has changed with the advent of new communication channels such as social media and mobile. No longer can a marketing team or corporate communications group be the social voice; rather,...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jan 2011

    Human Capital Asset Management And Workforce Optimization Applying Techniques Of Six Sigma

    More than ever, delivering on profit and revenue targets demands a relentless quest to improve business practices and performance - including employee productivity and cost containment. And while corporations have achieved a remarkable record for containing costs, the ledger when it comes to improving employee productivity is decidedly less clear....

    Provided By Genesys Telecommunications Laboratories

  • White Papers // May 2009

    Operational Performance Management: Aligning The Customer Experience With Corporate Goals

    In today's dynamic business environment, executives need to collect timely, actionable information in order to make well-informed decisions, meet performance metrics, and ensure superior customer service. That's why so many are turning to operational performance management - the practice of understanding, optimizing, and aligning operational activities and processes to a...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    The Future of Work: Exceed Customer Expectations with Workload Management

    Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future? In this white paper, Genesys outlines its vision for The Future of...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Frost & Sullivan White Paper: Beyond BPM Enterprise - Reduce Costs and Improve Customer Service

    Frost & Sullivan has researched a new way to manage the efficiency gaps and loss of business value that occur when employees are involved in workflows. This paper explores existing issues in service fulfillment areas that impact on-time delivery and ultimately degrade the customer experience; and offers alternatives...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Gartner Predictions 2014: Customer Support and the Engaged Enterprise

    According to Gartner, “Customer service is re-emerging as the core business strategy to create a winning customer experience”. As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact centre is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jun 2014

    Transforming Customer Experience in the New Digital World

    In today’s world, new digital communications channels are being continuously introduced. Customers are quickly adopting these new channels – including web, social and mobile – and want to use them to contact the companies with whom they do business. This white paper will show you how taking a holistic...

    Sponsored By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy

    Smartphones and tablets have transformed the business landscape at breakneck speed. Consumers are constantly searching for the newest and greatest mobile technology as sales outpace traditional PC's. But while organizations of all stripes have been quick to recognize the impact of the mobile channel, they haven't acted strategically when it...

    Provided By Genesys Telecommunications Laboratories

  • Webcasts // Jul 2012

    Simplify, Virtualize and Innovate your Customer Service Operations

    Implementing a standards-based, 100% software solution helps you adopt new communication channels such as web, mobile and video for Customer Service. In addition to addressing today's challenges of optimizing costs, Genesys SIP Contact Center Solution helps you better utilize your resources through virtualization. You can put in place a platform...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // May 2009

    Operational Performance Management: Aligning The Customer Experience With Corporate Goals

    In today's dynamic business environment, executives need to collect timely, actionable information in order to make well-informed decisions, meet performance metrics, and ensure superior customer service. That's why so many are turning to operational performance management - the practice of understanding, optimizing, and aligning operational activities and processes to a...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jan 2011

    Human Capital Asset Management And Workforce Optimization Applying Techniques Of Six Sigma

    More than ever, delivering on profit and revenue targets demands a relentless quest to improve business practices and performance - including employee productivity and cost containment. And while corporations have achieved a remarkable record for containing costs, the ledger when it comes to improving employee productivity is decidedly less clear....

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service for Bottom Line Results

    Social media has become the digital megaphone for customers. Their voice has never been more powerful, whether it's a glowing review or a scathing rant. That means your brand's reputation is at stake. So exactly who is driving your organization's social media engagement? Often it's the marketing or corporate communications...

    Provided By Genesys Telecommunications Laboratories

  • White Papers // Jul 2012

    Getting closer to the customer: A challenge for the C-suite

    Getting closer to the customer is an Economist Intelligence Unit report which examines how the dialogue between customers and companies has changed with the advent of new communication channels such as social media and mobile. No longer can a marketing team or corporate communications group be the social voice; rather,...

    Provided By Genesys Telecommunications Laboratories