In the news

Proper contact center design is crucial to customer satisfaction, reports the New York Times

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United States seen as a promising location for contact centers as overseas locations become saturated

Genesys CEO Paul Segre outlines five ways to deliver effective customer service

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Call Center Week
June 22-26, 2008
Las Vegas, Nevada

ACUTA Conference
July 13-17, 2008
Las Vegas, Nevada

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August 19-20, 2008
New York, NY

ACCE
September 15-18, 2008
Phoenix, Arizona

Call Center 2.0
September 16-18, 2008
Los Angeles, California

Special Feature

G-Force Network Community Spotlight: A Big Thumbs-Up for SIP from Down Under

This month we present the story of Evan Davis, VP of Engineering at global outsourcer Teleperformance, and how Genesys SIP Server helped him succeed in a nail-biter assignment: to quickly establish a contact center in Australia. Any manager ever faced with a seemingly impossible job will be interested to learn how Teleperformance and Genesys saved the day.

CUSTOMER INSIGHT 10 MINUTE WEBINAR: GENESYS DYNAMIC CONTACT CENTER

In just 10 minutes, this on-demand Webinar explains the how the Dynamic Contact Center can improve overall efficiency, reduce customer churn, control costs, and help generate revenues. The Dynamic Contact Center does this by orchestrating the four elements of the contact center: customer interactions, contact center resources, customer intelligence, and business processes. No registration required.

AT&T AND STREAM ENERGY WIN AWARDS AS GENESYS ANNOUNCES CUSTOMER INNOVATION AWARDS

The world’s top global innovators in customer service were announced at Genesys G-Force Berlin, and only two of the eight winners were from North America, while the remaining six are from Europe. The Customer Innovation Awards program is an annual competition recognizing outstanding companies for their use of technology to deliver innovative customer service in highly dynamic environments.

“MY CEO DOESN’T UNDERSTAND ME:” RESEARCH FINDS MAJOR GAPS BETWEEN EXECS AND CUSTOMER SERVICE PROS

When it comes to aligning the executive suite with the customer service organization, there is a significant gap between what C-level executives promise and what customer service workers actually deliver, according to the results of a worldwide survey of more than 900 companies in 47 countries.

GENESYS NAMES QWEST PARTNER OF THE YEAR

Genesys announced at its G-Force user conference that Qwest Communications International was honored as North American Partner of the Year. Awards are based on Genesys partner growth initiatives and how well partners take advantage of opportunities for collaboration with Genesys during the previous year.

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