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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

Genesys University

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Upcoming Events

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Australian CC Summit
July 2-3, 2008
Sydney, Australia

Genesys G-Force APAC
12-14 August, 2008
Melbourne, Australia

CallCentre Expo
16-17 September, 2008
Birmingham, England

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.

EUROPE TAKES LION’S SHARE OF AWARDS AS GENESYS ANNOUNCES CUSTOMER INNOVATION AWARDS

The world’s top global innovators in customer service were announced at Genesys G-Force Berlin, and six of the eight companies honored this year 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.

FROM RUSSIA, WITH LOVE: GENESYS SIP DELIVERS ADVANCED CUSTOMER SERVICE TO MOSCOW CALL CENTER

Moscow’s Closed Joint Stock Company “NCC” (NCC) has chosen an advanced Alcatel-Lucent IP Contact Center solution based on Genesys SIP Server technology. The new solution will upgrade and enhance NCC’s existing call center capabilities in Russia, delivering advanced call routing and prioritization and proactively offering NCC customers new information and sales offers.

“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 TELECOMMUNICATIONS LABORATORIES NAMES 2007 EMEA PARTNER OF THE YEAR AWARD WINNERS

Eleven companies in EMEA were honored as 2007 Partners of the Year when Genesys presented its 2007 Partner of the Year awards to members of the Genesys Partner Program at the G-Force annual user conference in Berlin, Germany.

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