About Genesys

How you deal with customers drives your business success. Realize the full potential of your customer interactions and integrated contact center solutions from Genesys.

 

	Stop Customer Frustration The instant your customer calls you know who they are, what they have called about before, and what they need now. Customers are connected to the right resource — the first time — where agents know what to say to provide superior customer service. "Genesys has helped the city of Houston reduce average wait time from three minutes to ten seconds." — Houston 311
	Drive Contact Center Efficiency All your customer interactions are managed according to your business rules for improved efficiency. Simple requests are automatically directed to self-service, agents are reserved for complex tasks and high-value customers; and report performance and agent utilization across the enterprise. "Using Genesys we've taken out costs of 150 million pounds already in the last three years. We'll take out another 80 million this year and estimate to save another 120 million over the next two years. Overall, we'll reduce costs in our business by close to one half billion pounds in a 6 year period." — British Telecom
	Accelerate Business Innovation You can offer predictive service, gain operational insights, and capture revenue opportunities to stay ahead of the competition. Go beyond the contact center by unifying your entire enterprise, whether they are down the hall or around the world. "Genesys lets us work the way we want. During our peak holiday season we received about 300,000-400,000 calls a day – we had no problems – even our CEO was impressed." — Virgin Mobile

At Genesys, the №1 contact center software company, we understand the importance of customer service for businesses competing in today’s marketplace. We believe that a superior customer service experience – one that delivers personalized service, fast answers, choice of media and first call resolution – has a tremendous impact on customer loyalty and business success.

We recently conducted a survey examining the current customer service mindset of consumers worldwide. Not surprisingly, our research found that many consumers place a high degree of importance on a company’s ability to deliver good service. In fact, we found that the majority of consumers worldwide believe good service has the greatest impact on customer loyalty – more than a superior product and a competitive price.

Below are a few of our key findings:

76% of consumers stated they would buy from a company based on a good call center experience.

85% of consumers stated they would stop doing business with a company based on a poor call center experience.

65% of consumers will not wait on hold for more than five minutes.

79% of consumers surveyed said they would be willing to use a voice activated self-service phone system, provided the experience was efficient and successful.

Read the full report, Customer Service – A Global Consumer Survey

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Survey Methodology: The Genesys survey – conducted by an independent survey company – queried 20,000 consumers from around the world. The survey elicited 2,367 responses – a 12% response rate. Survey respondents ranged from 18 years of age to over 60 with the majority of respondents being between the ages of 18 and 45 years old. Respondents came from all parts of the world, including the Americas, Europe, the Middle East, Africa, and the Asia-Pacific region. A goal of the survey was to capture a truly global view of consumer attitudes toward call centers and customer service.