Overview: Genesys is the only company that focuses 100% on software to manage customer interactions over the phone, Web and in e-mail. Genesys software dynamically connects customers to fulfill requests, optimize customer care goals and efficiently use resources.

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Solutions offered by Genesys

Research offered by Genesys

Customer Interaction Analytics: Quality of Care on the Critical Path by Genesys . November 2008 - As customer care spans multiple modalities requiring real-time responses, "analytics" has become an all-purpose word that embraces monitoring and recording.

View Customer Interaction Analytics: Quality of Care on the Critical Path research abstract

E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP) by Genesys . November 2008 - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.

View E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP) research abstract

Enterprise Benefits of Real-time Contact Center Performance Management by Genesys . July 2008 - Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.

View Enterprise Benefits of Real-time Contact Center Performance Management research abstract

Genesys Global Consumer Survey - 2007 by Genesys . March 27, 2008 - 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.

View Genesys Global Consumer Survey - 2007 research abstract

Maturing with the Millennials Are Organisations Prepared for the Millennial Consumer? by Genesys . November 2008 - Survey respondents illustrated a sophisticated understanding of the consumer profile of the millennial, a sampling comments point to convenience, customisation, community and "cool" as motivating factors for millennials.

View Maturing with the Millennials Are Organisations Prepared for the Millennial Consumer? research abstract

Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys . June 2008 - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.

View Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? research abstract

Seven Reasons Why SIP Will Improve Your Customer Care Strategy by Genesys . November 2008 - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.

View Seven Reasons Why SIP Will Improve Your Customer Care Strategy research abstract

Success Story: Communications - AT&T by Genesys . May 2008 - Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. This case study shows how Informiam, helped them reach that goal.

View Success Story: Communications - AT&T research abstract

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys . September 2008 - 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.

View Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center research abstract

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys . June 2008 - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.

View The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service research abstract

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys . March 27, 2008 - 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.

View The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction research abstract

Using Real-Time Information to Improve Contact Center Performance by Genesys . May 2008 - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.

View Using Real-Time Information to Improve Contact Center Performance research abstract