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Contact center optimization is catching on as companies realize profits there, says Aberdeen Group

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Multichannel contact centers must be implemented to satisfy today’s Digital Clients, says consulting firm

Genesys study finds that utility companies are leveraging their contact centers to improve and measure customer satisfaction, and deploy skills-based routing

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Genesys G-Force Tokyo
18 June 2008

Australian CC/CRM Summit
July 2-3, 2008

Special Feature

Customer insight 10 minute webinar: business process routing

In just 10 minutes, this on-demand Webinar will tell you how Business Process Routing works, and how it can maximize the benefits of your contact center investment by tapping into a broad range of siloed back-office operations to unify customer service. With BPR, you can route any interaction to any resource, bringing the automation of the contact center – including business value priority, customer information, and transaction type – to your whole organization. No registration required.

GENESYS SPONSORS WEB-BASED REALITY GAME SHOW TO FIND THE SERVICE STAR OF 2008

Genesys is sponsoring the CRMXchange.com reality game show In-Search of Service Star 2008. Service Star 2008™ is a reality game show conducted via the web and broadcast to a worldwide audience. During the month of June 2008, customer service teams will compete online by responding to actual customer service scenarios in real time. Be sure to tune in to watch – and vote on – the live competition beginning June 4, 2008.

GENESYS PASSES KEY MILESTONE WITH 100TH MAJOR ENTERPRISE CUSTOMER MOVING TO SIP

A key IP telephony standard is quickly gaining momentum, as enterprises move quickly to leverage the SIP standard (Session Initiation Protocol) in their contact centers. Genesys, an Alcatel-Lucent company, has announced that more than 100 major enterprise customers are now using SIP implementations in conjunction with Genesys customer service software.

GENESYS ANNOUNCES AT&T AND STREAM ENERGY AS NORTH AMERICAN CUSTOMER INNOVATIONS AWARD WINNERS

Genesys announced at its G-Force customer event in San Antonio the two most innovative North American companies in customer service, as selected by a group of 25 global industry analysts. AT&T and Stream Energy, both with Texas-based operations, are this year's winners for North America. The Customer Innovations Awards program recognizes companies delivering outstanding and innovative customer service in highly dynamic environments.

NUANCE, VOXIFY, AND TUVOX ANNOUNCE MAJOR SUPPORT FOR GENESYS’ INTELLIGENT CUSTOMER FRONT DOOR

Nuance, Voxify, and TuVox, leading providers of speech applications, have all announced applications to support the intelligent Customer Front Door™ (iCFD), a key solutions bundle from Genesys.  iCFD is a unique solution set that combines Genesys Dynamic Contact Center components with advanced self-service applications to transform the experience for customers entering the “telephone front door” of enterprises.

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