Webinars

Upcoming Webinars

Upcoming Webinars offered by Genesys will be listed here. You'll hear from our technology partners, customers, leading analysts and thought leadership experts.

No upcoming live webinar presentations are scheduled at this time.

Be notified via RSS when a new Webinar is scheduled, or browse our archived Webinar replays below. ?

Check the complete listing of upcoming events.

Archived Webinars - Play On Demand:

Introduction to the intelligent Customer Front Door

Date: Wednesday 5th March 2008
Recorded Archive Available Now

The iCFD (intelligent Customer Front Door) is a call routing application which:

• Collects caller intent, based on what they say, using speech recognition
• Determines how to treat the call based on that input and feedback from the back-end systems, CRM systems, agent availability and other pertinent data.
• Determines pro-actively where the caller should be routed and what service should be provided, (whether agent assisted or self service).

Discover how to enhance the customer experience through case study successes. Create tangible results as illustrated by a leading European airline and European telecommunications company. Hear their stories.

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Get on the FastTrack to the Next IVR Generation

This one-hour on-demand webinar shows you how your business can increase revenues and customer satisfaction by upgrading to the latest generation of voice self-service. It is hosted by  Sheila McGee-Smith, Analyst; Albert Mays III, Senior IVR Operations Manager for Contact Centers at Ticketmaster, and Mike Moors, Director of the Genesys Voice Applications Solution Team.  

In this webinar, you’ll see how to use the Genesys FastTrack IVR program to move to the latest IVR solutions, including:

• The best ways to turn IVR replacement into an advantage
• How the Genesys FastTrack program helps you leverage Voice Self-Service and achieve targeted customer satisfaction and ROI goals
• Steps to strengthen customer relations, increase revenues and improve efficiency in the contact center and beyond

Recorded Archive Available Now

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Boosting Dynamic Contact Center Efficiency with Performance Management

In this archive, you’ll learn to create a Dynamic Contact Center (DCC) in which agents are fully utilized, a leap forward for every enterprise. Genesys has teamed up with the performance management leader, Merced Systems, to provide the tools necessary to make every team member in the contact center more effective and efficient. Learn how Merced Systems' performance management tools can:

• Make your agents more effective
• Free up coaching time for your supervisors
• Turn raw data into actionable information.

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Fast Track to Customer Service 3.0:
Those who capitalize best on the opportunity to provide a truly innovative customer experience will move ahead of the pack.

Join this 1-hour Web seminar, featuring Ken Landoline of Yankee Group and David Kapauan of IBM Global Business Services, to gain perspective, answers and resources from experts in customer experience innovation. Register now to get on the FastTrack to Customer Service 3.0 with a program that includes access to exclusive surveys and research papers, as well as the opportunity to request a free assessment and before/after modeling of the benefits you can achieve.
You will learn:

• Customer service innovation trends, common misconceptions and best practices to maximize ROI
• How you achieve customer satisfaction, cost and compliance goals with intelligent routing, reporting, voice self-service and speaker identity verification
• The impact of personalization and customization
• The benefits of adding more contact channels and adapting service levels by customer, request and resource availability

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Call Center Magazine: Beyond Satisfaction: How Your Contact Center Can Keep Customers Loyal

At this Web cast, you'll hear about nine strategies that can help keep your customers loyal and we'll present a case study that reveals how a contact center successfully applied these strategies in practice. In addition, our expert panelists will answer your questions about how you, too, can ensure satisfied customers remain loyal customers.

Recorded Archive Available Now

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Tapping the Business Value of IP and SOA:
7 Keys to Successful Technology Application for Call Centers

This complimentary, one-hour Web seminar will discuss how you can use SOA-based applications and SIP to consolidate and virtualize customer service resources. Learn how to create a platform that leverages existing investments and open standards to reduce risk and improve flexibility. You'll hear how companies like yours have been able to migrate to VoIP at their own pace; extend the contact center with remote, branch, and expert agents; and communicate with customers through multimedia, including video and instant messaging.

Recorded Archive Available Now

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Improving Customer Interaction through Emerging Technologies
Richard Snow, VP & Research Director - Contact Center Performance Management, presents insight into how companies are using emerging technologies to support interaction with customers across the organization and all channels of communication, including self-service. Results of recent research on Emerging Technologies for Customer Interaction in the 21st Century will be highlighted, including answers to key questions:

- How are today's contact centers facing the challenge of choosing, managing and gaining maximum value from a variety of technologies?
- What technologies are companies deploying to build advanced, more effective contact centers?
- What are the business issues forcing consideration of new technologies?
- What features and functions are important, and what benefits are crucial for success in contact center performance management?

A special thank you to our research sponsors Genesys and IBM.
Recorded Archive Available Now

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Putting "Care" Back Into Customer Care: A Focus on Building a New Front Door
A recent McKinsey report found that the maximum potential of call centers is the most overlooked of all corporate assets, yet call centers generate up to 60 percent of the business. Genesys and Nuance are teaming to help enterprises "open the front door" for their customers. Together, they have found that an integrated customer service platform provides superlative customer satisfaction and reduces expenses for the enterprise. View this complimentary on-demand Webinar to learn about the state of customer service today, how technologies such as voice self-service can help or hurt customer relationships, and hear what some companies are doing to blend automation and personalized service.

Tapping the Business Value of IP and SOA: 7 Keys to Successful Technology Application for Call Centers
This complimentary, one-hour Web seminar will discuss how you can use SOA-based applications and SIP to consolidate and virtualize customer service resources. Learn how to create a platform that leverages existing investments and open standards to reduce risk and improve flexibility. You'll hear how companies like yours have been able to migrate to VoIP at their own pace; extend the contact center with remote, branch, and expert agents; and communicate with customers through multimedia, including video and instant messaging.

Breaking Down Organizational Walls: How SIP Extends the Contact Center into the Enterprise
IP technology has evolved into SIP (session initiation protocol) and the era of separate voice and data networks is gradually nearing an end. Replay this webinar to learn from the experts strategies for using SIP to cost-effectively transform your call center into a next-generation multi-channel contact center.

Improve Productivity by Integrating Instant Messaging & Phone System
Find out how GETS helped Gates Corporation streamline employee communications without a technology overhaul - enabling faster, enhanced communication and a reduced time to market. Ultimately, GETS changed the behavior of Gates Corp employees.

Personalize Your IVR using VoiceXML and Phone Application Servers
Yankee Group, Genesys, and VoiceObjects evaluate the current limitations of IVRs and how these challenges can be solved with dynamic, personalized voice and video self-service applications.

Transformation Trends for Consumer Services in Healthcare Today
Featuring experts from Forrester Research, Microsoft, and Genesys

Self-Service Opportunities in the Modern Contact Center
If legacy investments and processes are interfering with the productivity of your contact center, then watch this Webcast and discover the self-service opportunities now available. Learn how to leverage modern open standards, speech, investments in the Web and integration with other customer-facing assets.
Move your self-service strategy forward. Join experts from Genesys and featured analyst firm, Gartner, Inc., as they discuss best practices and the benefits of self-service.