Technology

The economy-sensitive high technology industry is facing challenging business and consumer markets.  With many competitors chasing the same customers with the very same products, high-tech companies have been forced to cut the prices of their products and can expect further price pressures.  Lower profit margins have, in turn, made it difficult to provide quality customer service.  Many companies disappoint customers with their slow response to e-mail and Web contact, forcing customers to rely on the phone for their toughest and most critical problems.  Or, with customer information scattered among legacy systems, agents may not have the information they need to ensure quick first call resolution. This failure to provide a good customer service experience threatens the customer relationships that high-tech firms need to grow their businesses.  

Genesys helps technology contact centers deliver the very best customer experience as efficiently as possible.  With Genesys, companies can integrate customer service interactions from all communications channels and distribute them using a single set of business rules, which allows e-mail and Web service to be as effective as phone service.  Customer information can be gathered from across the company, so customer service agents have the information they need to make each interaction a personalized customer experience. Genesys also provides customer service solutions to optimize resources and processes at customer touch points across the business, to increase customer satisfaction.