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March 14, 2008 The End of Customer Service Time Magazine Barabara Kiviat Companies love self-service for the money it saves, and with consumers finally playing along, the need to interact with human beings is quickly disappearing. Read the article March 6, 2008 Economist Your call is important to us Making call centres run smoothly involves an ever-greater dependency on technological trickery behind the scenes Read the article March 06, 2008 DestinationCRM.com 9 Essential Strategies to Improve Customer Experience Christopher Musico As advertising budgets shift to online efforts, customer care is where the money is. Read the article March 3, 2008 BusinessWeek Customer Service Champs 2008 Jena McGregor Good customer service would seem to be a simple matter. But delivering the right level of customer service turns out to be hard. This special report on customer service digs deep into how companies are coping with this challenge. It highlights those that won a place among *2008 Customer Service Champs, a ranking of the best-in-class companies using data from consumer researcher J.D. Power & Associates (MHP) Read the article February 10, 2008 Unified Communications Strategies* Genesys Leverages its Expertise for the Enterprise Genesys has traditionally been known as a contact center vendor, with its roots in CTI. Over the past few years, the company has slowly been transforming itself into an Enterprise Software provider. Read the article January 16, 2008 TMCNet Genesys Expands its Partner Program with Gvalidated Application Integration Genesys has announced that a major addition to its partner certification options – the Gvalidated Application Integration initiative – and simplification to the Partner Program. Read the article January 8, 2008 TMCNet Genesys Survey Examines Activities of Successful Contact Centers A new survey by Genesys recently explored customer service organizations and found that while many have implemented strategies to improve customer interactions, most have yet to take action on those strategies. Read the article January 4, 2008 TMCNet Contact Centers Failing to Fully Optimize All Customer Interactions While organizations are increasingly recognizing and understanding the importance of strategies that optimize the value of every customer interaction, less than 25 percent have fully implemented these strategies in key areas. This finding is from a new survey by Genesys. Read the article January 2, 2008 CRM Today Genesys and IBM Expand Partnership in China Genesys and IBM today announced a significant expansion of their global Strategic Alliance for Contact Center Solutions to co-develop, implement and sell a new collaborative solution in China. Read the article December 31, 2007 Speech Technology Genesys and IBM Expand Call Center Solutions to China Genesys and IBM last week announced the collaborative introduction of IBM Contact Center in a Box into the Chinese marketplace, thereby expanding their Strategic Alliance for Contact Center Solutions. Read the article December 30, 2007 Christian Fea IBM’s Collaboration Marketing Efforts to Tap into China’s Market Utilizing collaboration marketing, IBM and Genesys have entered into a joint venture to penetrate into China’s call center market. Read the article December 27, 2007 TMCNet Genesys and IBM Expand Global Strategic Alliance for Contact Center Solutions Genesys and IBM have significantly expanded their global Strategic Alliance for Contact Center Solutions. Under the agreement, both companies will co-develop, implement and sell a new collaborative solution in China. This is the first time both IBM and Genesys are offering a solution targeting the growing call center market in this region, while also continuing their global work together. Read the article December 20, 2007 TMCNet Retail Electric Provider Improves Customer Interaction via Genesys Retail electric provider Stream Energy and Genesys announced that Stream has installed Genesys' Customer Interaction Management Platform to create a state-of-the-art customer service system in order to keep pace with the Stream’s dynamic growth. Read the article December 18, 2007 Recursive Technology IVRs compatible with Genesys Genesys provides the most advanced call routing software available, and is the market leader in the category. Read the article December 17, 2007 CRM Buyer Genesys Acquires Real Time Capabilities With Informiam Buy Genesys is expanding its feature set with the cash acquisition of Informiam, a customer service performance management software provider. The new addition will enhance the company's reporting and analytic capabilities. Read the article December 11, 2007 VoIP Blog Tehrani.com Genesys Buys Informiam Genesys is one of the companies at the head of the CTI revolution of the nineties. Often referred to as a middleware company, Genesys always seemed to fight the designation. Read the article December 11, 2007 VoipLoop.com Genesys Acquires Informiam, Adding a Third Leg to the Stool Sheila McGee-Smith Today Genesys Telecommunications Laboratories, an Alcatel-Lucent company, announced that it has acquired a reporting and analytics firm. During the press call about the acquisition Genesys referred to the fact that Informinam will add a third leg to the stool for Genesys, a comment worth both expanding upon and explaining. Read the article December 11, 2007 DestinationCRM.com Genesys move expands the telecommunications vendor's line of reporting and analytic software. Phillip Britt "'The Informiam acquisition provides Genesys with a key technology that brings in real-time information across multiple channels to provide line-of-business managers and contact center agents with actionable insights,' said Sheryl Kingstone, CRM program manager for the research firm Yankee Group, in a written statement. 'Organizations that are striving to improve customer loyalty and customer satisfaction find this is difficult to do without good key performance indicators that measure effectiveness over efficiency.'" Read the article December 11, 2007 Ragsdale's Eye on Service Genesys Acquires Informiam: Embedded Analytics Trend Continues John Ragsdale "I’ve been a fan of Genesys for some time, and in fact I included them in my Forrester eService Wave last year because they were further along for multichannel contact center than their competitors (and they scored better than some eService vendors). I’m happy to see they are including better analytics early in the game, showing they remain attune to the market." Read the article November 27, 2007 The Australian State's back office cuts cables and costs Ian Grayson This article notes that after a rigorous assessment process, the government of Western Australia’s Office of Shared Services selected Genesys’ software suite and a VoIP phone system from telecommunications equipment provider NEC. According to the article, the Genesys call centre application is helping to smooth workflows within the agency by intelligently routing calls to staff members. Read the article November 27, 2007 Australian IT Single workflow lines up tech processes with business needs Adam Gosling The article focuses on how the introduction of IP technology to contact centers is stripping out costs for our customers in a big way. Jason Stirling, Genesys Asia-Pacific Vice President is quoted saying, “The contact centre has teams of outbound agents trying to engage customers. Meanwhile, customers are on the internet trying to engage with the business. There is a push to give these customers an opportunity to contact you and connect those two up, and both financial institutions and government agencies are looking at that right now.” This article is proof positive of Genesys’ thought leadership in an established market. Jason highlights the three waves companies often go through when they place more emphasis on the contact center as a strategic part of their business process. These three waves include: speech recognition first; then teaming new portals with functionality such as speech verification systems, which eliminate PIN authentication; and then implementing voice-driven self-service transaction systems, which closely match the different “Horizons” Genesys mapped for the Dynamic Contact Center. Read the article November 1, 2007 TMCNet Global Survey Studies Customer Interactions in the Contact Center Genesys recently surveyed 1,390 contact center managers and customer service executives from 19 different industries and 76 different countries. This survey found that nearly three quarters of customer service organizations have begun adopting strategies that optimize the value of every customer interaction. Less than twenty-five percent, however, have fully implemented these strategies in key areas. Read the article October 24, 2007 Government Technology Driving Call Center Success by Measuring Agent Productivity The role of the call center agent continues to evolve in today's multi-channel environment. Agents are called upon to do more than ever before. Meanwhile, QA supervisors and call center managers must effectively measure agent performance to determine how agents are impacting the customer experience and the bottom line. Read the article October 22, 2007 TMCNet AT&T to Certify Genesys SIP Server Product AT&T will be expanding its relationship with Genesys, according to an AT&T announcement. AT&T will be certifying the advanced Genesys SIP Server product with its IP Toll-Free service and will also add the Genesys suite to its Integrated Contact Services portfolio. Read the article October 17, 2007 Government Technology Secrets to Keeping Call Center Agents Motivated In the high-stress, high-turnover environment of the call center, keeping call center agents motivated is imperative to drive agent satisfaction and customer satisfaction. Read the article October 17, 2007 TMCNet Genesys Adds Key Telephony Capabilities to Microsoft Office Communications Server (OCS) Genesys has announced that its Enterprise Telephony Server (GETS) will allow users of Microsoft Office Communications Server (OCS) '07 to leverage telephony-enabled presence and control, in combination with new or existing telephony systems, to deliver advanced services without replacing their infrastructure. Read the article October 9, 2007 Customer Interactions Solutions IP in the Contact Center Today, thanks to the power of Internet Protocol and Web technologies, call centers have evolved into full-blown multi-channel, multipurpose "contact centers,"ï¿½ Today's IP contact center software not only helps agents better serve customers by giving them the tools and information they need right at their fingertips, it also enables ongoing improvement of agent performance, streamlines complex business processes and delivers "actionable intelligence"... Read the article October 1, 2007 VoIP Blog Tehrani.com Wes Hayden Wes Hayden was just appointed to the role of President, Nuance Enterprise Division. Hayden will report to Paul Ricci, Nuance's chairman and CEO. Read the article September 24, 2007 TMCNet XO Interactive Successfully Tests Call Center System Quality with Empirix Empirix Inc. has announced the release of a case study on XO Interactive's usage of its Hammer Testing and Monitoring Portfolio. Read the article September 20, 2007 The Independent My Business Week There is growing evidence that the public is fed up with poor offshore service and that many companies are bringing those activities back to the UK. But the economics that drove the rush to off-shoring still hold. It is estimated that operating costs abroad are 40 per cent lower than in the UK. Read the article September 13, 2007 DestinationCRM Gartner Restores a leader to its Magic Quadrant for Contact Center Infastructure Aspect Software, Avaya, Cisco Systems, Genesys and Nortel have all retained their status as leaders in Gartner's Magic Quadrant for North American Contact Center Infrastructure, while Interactive Intelligence rejoins the top quadrant. Read the article September 7, 2007 The Asian Banker Banks Beating Other Industries in Call Centers While banks are seen as leading other industries in call centre expertise, executives at call centre systems provider Genesys feels they are ready to take the next step into other interactive technologies. Read the article September 6, 2007B CRM Marketplace Genesys Enables Expanded Use of IP in Contact Centers The use of IP technology in contact centres received a major boost recently with the announcement that industry leader Genesys will now support the Asterisk open source IP PBX platform. Read the article September 5, 2007 Speech Technology The 2007 Market Leaders The speech technology industry has matured to a point where prominent leaders have emerged from the pack. To recognize these companies for their trailblazing efforts, we've assembled our first annual installment of the Speech Market Leader Awards. Read the article September 1, 2007 American City & County Help! To help the centers fulfill their missions to provide exemplary customer service to residents, many local governments have equipped the centers with customer relationship management (CRM) software that staff can use to find answers to questions or open and track work orders. Read the article August 26, 2007 CNN International RAKBANK enhances customer service with contact centre solution from Al-Futtaim Technologies Al-Futtaim Technologies today announced that RAKBANK has appointed the company to implement an advanced contact centre solution. Read the article August 23, 2007 TMCNet TomTom Selects Genesys Contact Center Software TomTom International BV, the world's largest provider of personal navigation products and services, has selected Genesys contact center software as a platform for its global customer service centers. Read the article August 22, 2007 CRM Marketplace Contact Center: Asia Pacific Study Reveals Increasing Business Impact Of Integrating Web Interactions In The Contact Center Businesses in Asia Pacific are facing increased pressure to integrate the Web and the Contact Centre, but few have yet to fully leverage multiple channels, according to a comprehensive study of the region. Genesys recently issued its latest Contact Centre Realities research report titled, Managing Web Interactions in the Contact Centre. Read the article August 22, 2007 Computerworld Talking to machines: Interactive voice response gets better Touch 1 for sales, touch 2 for customer service, touch 3 for ...Such recorded greetings, inviting a response via the caller's touch-tone telephone keypad, are generated by interactive voice response (IVR) systems... Read the article June 7, 2007 TMCNet Lekane and Genesys Partner to Make the Contact Center More Mobile A major breakthrough has been announced that is expected to extend the contact center. Genesys and Lekane have announced that Lekane has leveraged the Genesys suite to create a small, lightweight Java-based agent desktop that can confirm the presence and availability of field service personnel, while also enabling a centralized contact center to easily transfer customer inquiries when appropriate. Read the article May 31, 2007 VoIP Loop When Butthead Has a Bad Call Center Experience Everyone appreciates a good web video especially the spoofs on life. Genesys has created three video segments and they have released the first one. The video is about a couple facing marital problems because of bad customer service that the wife is encountering with the call center agent. After watching the video I gave it some thought. Yes it was entertaining and funny but seriously, there's a point to be made. Read the article May 26, 2007 TMCNet Genuinely Funny Customer Service Video, A Rarity, Produced by Genesys Do yourself a favor and click on Dr. Bill and Genesys, one of the very few genuinely funny customer service spoof videos. Dr. Phil-style it explores the travails of Sharon and George's relationship issues because Sharon is always on the phone with her less-than-helpful customer service agent. Read the article May 17, 2007 Call Centre Helper Is Customer Service Getting Better or Worse? Genesys' global consumer study reveals that customer service remains critical to profitability. The survey asks, Is customer service getting better or worse? More than 61 percent of consumers see improvements from three years ago, but key pockets of frustration continue. Read the article May 16, 2007 AnswerStat IP Telephony Development According to results from a 2006 global research study commissioned by Genesys, sixty percent of all respondents expected to deploy IPT in at least one contact center within a year, rising to eighty-two percent within two years. The study, which involved 500 contact center technology managers from twenty industries and fifty-three countries, revealed valuable insight into the technological expectations, architecture choices, and future deployment plans of new contact center applications. Read the article May 15, 2007 Telecom Tactics Insider Genesys Announces Numerous Partnerships at G-Force Genesys announced a number of new initiatives at the recent G-Force event in San Diego that focused on improving the customer experience with Genesys' Dynamic Contact Center concept - a concept that addresses resource optimization for handling peaks and valleys in customer traffic, while considering available resources and business goals. Read the article May 14, 2007 VoIP Loop ClickFox: Judge Them by the Company They Keep ClickFox, a relative new comer to the customer service software space, is putting the old adage to good use. Genesys and Clickfox announced that they have integrated their solutions and that Genesys will begin reselling ClickFox software. Read the article May 10, 2007 Tekrati Customer Contact Centers Leaving Cash on the Table, says Ventana Research Customer contact centers can be made more effective by using innovative technologies and implementing new customer-focused measures, according to a Ventana Research study sponsored by Genesys, and IBM. The analysts say their research indicates big opportunities for cost savings, improved effectiveness and enhanced customer service are within reach for contact centers. Read the article May 7, 2007 TMCNet Siemens Earns Dual Gold Partner Certifications to Benefit the Contact Center Having the latest technology in the contact center is essential to delivering exceptional customer service. However, just having the "latest" is not enough. In order to achieve this level, contact centers need a method for identifying top quality applications. One way is to select an application that has received certification on the Genesys Voice Platform (GVP). Siemens Communications can claim such a certification. Read the article May 1, 2007 CRM Magazine Chatting Up Customers Down Under A telecommunications company combines with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. Genesys customer, Telecom New Zealand, makes significant gains in increasing user adoption of the routing application, bolstering customer self-service by 20 percent in the first month of production. Read the article April 27, 2007 Destination CRM Genesys Says Do a Better Job Customer service through call centers is on the rise, according to survey results released at G-Force 2007. Despite improving satisfaction scores, call centers need to provide more positive experiences for consumers; the lesson can also be applied to other channels. Read the article April 27, 2007 TMCNet Top of Form Emerging Trends in Contact Center Customer Service In a recent study commissioned by Genesys, consumer likes, dislikes and frustrations with contact centers were measured to identify emerging trends in the industry. The results of the study indicate that the hottest new emerging trends in customer service are the desire for proactive contact and the need for better support for a broader set of communication channels, including SMS, Web chat and e-mail. Read the article April 26, 2007 Think Customers: The 1to1 Blog What Version of Customer Service Do You Offer? Brian Galvin, Genesys CTO explained to a rapt crowd that Customer Service 3.0 is where we all need to be during his keynote speech at G-Force 2007. Read the article April 25, 2007 Connections Magazine Consumer Survey Connections Magazines posted the Genesys consumer survey with key results, detailing the method and outcome of the study. Read the article April 25, 2007 IP Communications Genesys, RightNow Marry Customer Service App Suites RightNow Technologies and Genesys have combined their customer service application suites to deliver a joint offering available the end of May. The joint solution brings together the Internet and contact center, and will allow companies to use the complete Genesys 7.5 Customer Interaction Management suite, including voice self-service, routing, and desktop integration, with RightNow. Read the article April 25, 2007 CRM Chump (blog) Genesys Adapts Genesys has announced the new Gplus Adapter for use with the analytics capabilities of the SAP Customer Relationship Management application. Read the article April 25, 2007 TMCNet Genesys Announces Gplus Adapter for SAP CRM Genesys has announced the new Genesys Gplus Adapter for use with the analytics capabilities of the SAP Customer Relationship Management application. The Genesys Gplus Adapter allows the Genesys 7.5 suite work with complementary applications, such as SAP. Read the article April 24, 2007 Techrockies.com RightNow, Genesys Co-Develop New CRM Suite RightNow Technologies and Genesys have jointly developed a customer service application, RightNow reported Tuesday. The new software, which integrates each company's proprietary customer relationship management suites, will be available by the end of May and both partners will sell the product. Read the Article April 24, 2007 Insurance News Net XO Interactive and Genesys Announce On-Demand Proactive Communication Solutions for Six Key Vertical Markets Two of the leading providers of customer service software and managed services, Genesys and XO Interactive, have unveiled new, on-demand proactive communication solutions designed for vertical markets, including financial service, banking, healthcare, pharmacy, utilities and insurance markets. Read the article April 9, 2007 1to1 Media Will Speech Reinvent the Service Relationship? According to Vijai Shankar, senior product marketing manager with Genesys, many companies should consider past customer usage patterns when designing their speech recognition process. Vijai recommends listening to recorded customer commands to hear the responses the system does not initially know how to manage, and then adapting the call path accordingly. Read the article April 4, 2007 Computer Business Review Macif Strengthens Customer Relations Focus with Genesys Macif Assurances, France's leading provider of family insurance, including property, protection, savings, assistance and credit, has signed a major contract with Genesys to improve its customer service capabilities. Read the article April 4, 2007 CRM Marketplace Contact Centers: Empirix Launches New Testing And Monitoring Solution For Genesys Environment, Allowing Enterprises To Deploy Contact Centers Faster Empirix Inc., which helps organizations adopt complex communications solutions with confidence, and Genesys, launched a new automated testing and monitoring solution to allow enterprises to deploy contact centers faster. Read the article April 3, 2007 TMC Net Genesys, NextiraOne Help Macif Deploy Contact Center A major contract has been signed between Genesys and Macif, a provider of family insurance, including property, protection, savings, assistance and credit in France. Under the terms of the agreement, NextiraOne, the insurance group's systems integrator and Genesys gold-certified suite partner in EMEA, are developing a next-generation contact center for Macif to enable the company to benefit from the entire range of integrated software in the Genesys 7 suite. Read the article April 1, 2007 Destination CRM The 2007 Service Leaders, Part I CRM magazine rated vendors in the contact center market in seven areas: Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. Genesys was nominated in two categories: CTI and IVR, was named a "Leader" in the CTI category and was selected as the "Winner" in the IVR category. Read the article March 30, 2007 CXO Today Genesys, Avaya Launch Voice Self-service Platform In two unrelated developments, Genesys and Avaya announced voice self-service platforms with built-in support for video customer service, and key standards for enhanced network services that enable new applications, from speech-enabled voicemail to IP-based services using SIP. The Genesys Voice Platform and sister platform VoiceGenie 7.1 enable a complete range of voice self-service applications. Read the article March 22, 2007 TMC Net Contact Center: New Applications Address Excellence in Customer Service A look at new applications introduced throughout 2006 revealed that leading telecommunications vendors were focused on the contact center environment. Database publisher and analyst group TelecomTactics found that new solutions for the contact center topped the list of newly-announced applications, followed by mobility, unified messaging and new collaboration solutions such as video telephony and conferencing. Genesys addresses resource optimization with the Genesys 7.5 Customer Interaction Management Platform and the company's Workforce Management product. Read the article March 21, 2007 Insurance Networking News Contact Centers Are Gaining a Better Understanding of IP Environments Insurers looking to enhance their contact centers may want to consider convergence, primarily driven by the increased acceptance of IP and improved reliability, scalability and proven benefits that come with maturing product sets. For example, Groupama Insurance Co. consolidated its customer contact centers into an integrated network based on IP technology. To replace the aging PBX systems across the company, Groupama rolled out Genesys SIP. Read the article March 20, 2007 TMC Net Contact Centers Maturing from Cost Center to Profit Center: Ready or Not? Genesys' Wes Hayden asks, "What do businesses really want from their contact centers? Are what they want and what they need the same thing? Are contact centers ready to deliver? If not, how do they get from where they are to where they need to be?" Read the article March 16, 2007 TMC Net Genesys Helps CPP Customers Gain Service Genesys has announced a Euro 4 million order for the Genesys Customer Interaction Management (CIM) platform from the CPP Group Plc, an international life assistance service provider. Read the article March 14, 2007 TMC Net Announcing Customer Interaction Solutions Magazine's 2006 Product of the Year Award Winners Customer Interaction Solutions editors selected the companies which, in their view, demonstrate the vision, leadership and attention to detail that are the hallmarks of the prestigious Product of the Year award winners, recognizing Genesys' 7.2. Read the article March 7, 2007 CRM Chump (Blog) Totally Dynamic By Os Davis At the VoiceCon Conference in Orlando, Fla. yesterday, Genesys Telecommunications Laboratories, Inc. unveiled key capabilities of its Dynamic Contact Center, a product that proports to showcase “how customer service can be elevated to a strategic business asset designed to increase overall customer loyalty and business value.” The DCC implementation will be on display through Thursday. Read the article March 1, 2007 Call Center Magazine Q and A: The Importance of Testing Your Technology Some vendors, such as Genesys, tend to bring Empirix in proactively to test their large engagements. This is done to make sure the deployments go smoothly, ensuring their customers will have the best possible experience. Read the article February 21, 2007 TMCNet Genesys Envisions Future Contact Center Genesys has published its business and technology vision to enhance the strategic role of customer service to drive business value by creating the Dynamic Contact Center. According to Genesys, these capabilities help companies automatically respond to changing conditions, improve overall customer service, and promise a significant return on investment for the enterprise. Read the article February 21, 2007 VoIP Loop Best of the Bank: Scotiabank By Shelia McGee-Smith In 2006, Canadian-based Scotiabank was awarded best large contact center for the Americas region. As a Genesys Customer Innovations Award finalist, their story was highlighted at the first Alcatel-Lucent Enterprise Forum. Read the article February 15, 2007 TMCNet Genesys Upgrades Contact Center Software Genesys is wasting no time trying to make its future vision for contact centers a reality. The company has announced Genesys Version 7.5 Customer Interaction Management platform to address key issues facing businesses trying to transform from cost centers to unified service centers. Read the article February 14, 2007 Internet Telephony – Greg Galitzine's blog Quick Update from Paris In his blog, Greg Galitzine stated that the Alcatel-Lucent Enterprise Forum served as a wonderful source of information that he wanted to share with readers in a series of entries. Read the article February 14, 2007 CRM Today Genesys Honored with Market Leadership Award 'Hat Trick' Genesys was awarded Frost & Sullivan’s most recent Market Leadership Awards for Hosted Contact Center Solutions in all three major geographic regions – Asia Pacific for 2006 and North America and EMEA for 2005. Read the article February 14, 2007 Network Computing – Dave Greenfield’s blog Alcatel-Lucent Goes SIP Crazy Behind the discussions of innovation and enterprise-focus that permeated the keynotes and speeches here at the Alcatel-Lucent enterprise forum in Paris, the company demoted the SIP focus that will occupy much of is innovation this year. Read the article February 13, 2007 CRM Exchange Genesys Launches First Voice Platform with Built-in Support for Video Contact Centers, Enhanced Network Services and Key IP Standards Genesys announced the first voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using SIP. Read the article February 13, 2007 CRM Today Genesys Launches First Voice Platform with Built-in Support for Video Contact Centers, Enhanced Network Services and Key IP Standards Genesys announced the first voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using SIP. Read the article February 12, 2007 eWeek – Channel Insider Genesys Launches New Voice-Service Platform Genesys announced Feb. 12 that it has released its newest voice-service platform, VoiceGenie 7.1, designed to help enterprises and service providers improve their customer service with a voice and video platform. Read the article February 12, 2007 Speech Technology Magazine New Genesys Platform Supports VoIP and Video Genesys announced the first voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using SIP. Read the article February 12, 2007 eWeek Genesys Launches New Voice-Service Platform Genesys announced Feb. 12 that it released its newest voice-service platform, VoiceGenie 7.1, designed to help enterprises and service providers improve their customer service with a voice and video platform. Read the article February 12, 2007 TMCNet Genesys Makes Video Available in the Contact Center The first voice self-service platform with built-in support for video customer service has been launched by Genesys. The company has also announced key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using SIP. Read the article February 7, 2007 CRM Today 80% of UK Contact Centers Identify Agent Productivity as a Major Issue New research conducted by Genesys, in conjunction with its InterActs partner Silver Lining Solutions, shows that over 80 percent of UK contact centre operators now identify agent productivity as 'a major issue' for their customer service business. Read the article February 6, 2007 MyCustomer.com Call Centres Hit by Agent Productivity Issues Four fifths of UK contact centers identify agent productivity as 'a major issue' for their customer service business. Research conducted by Genesys highlighted that only 25 percent were achieving agent productivity levels of 75 percent or above. Read the article February 1, 2007 CRM Magazine North American Tech Companies Engineer Bolstered Service and Support Spend Increased B2B emphasis on the customer experience and continued CRM investment from mid-market companies are two reasons behind expected 2007 spending of more than $1 billion. Read the article February 1, 2007 Call Center Magazine New Methods to Measure Performance With the emergence of speech and predictive analytics, call centers have many more ways to evaluate their communication with customers. "Analytics at its most generic is a process of interacting with data in order to tease out results you might not have revealed with a report," says Tom Lockwood, senior product marketing manager with Genesys. "Rather than starting with a hypothesis and then writing a query to validate that hypothesis, analytics presents you with a data-rich environment for interacting with data, allowing you to uncover facts relevant to the efficiency of your operations." Read the article January 31, 2007 VoIP Loop Kicking and Screaming, SOA and Orchestration In a blog entry, Sheila McGee-Smith comments, “The latest software construct I have come to understand is Orchestration. The term appeared in a recent Genesys presentation about the Dynamic Contact Center referring (I thought metaphorically) to the way various applications within the contact center - like routing, reporting, self service and workforce management – should work in concert with one another.” Read the article January 30, 2007 Speech Technology Magazine Locked In: The Voice User Interface (VUI) According to gethuman.com’s database of 500 U.S. companies, users rated approximately 82 percent of companies’ customer services with an F. While this measurement focuses directly on a caller’s ability to get to an agent, it appears to depict a fairly accurate picture of today’s VUI experiences. Genesys’ Lizanne Kaiser is quoted saying, “Part of the challenge that faces business today is that sometimes the business metrics for what is a success or failure isn’t always the same as what the end user or consumer would consider a success or failure.” Read the article January 24, 2007 VoIP Loop Genesys Showcases Users Adhering to the adage that no one tells your story better than your customers, Genesys packed its two-day analyst meeting agenda last week with half a dozen of their users. Throw in a partner for good measure and you end up with a meeting that provided a good mix of company update and a pulse on the contact center market, said Sheila McGee-Smith. Read the article January 22, 2007 SearchCRM Medicare Writes Prescriptions for Customer Centricity One of the biggest challenges for Centers for Medicare and Medicaid Services (CMS), has been new plan administration and enrollment, but the main focus is on its contact centers. While media and online information dissemination are key tactics for informing the public about changes in the new plan, the main focus is on the Genesys-staffed contact centers. Read the article January 19, 2007 VoIP Loop Nuance Introduces Speech Attendant Internal Dialer Nuance Communications has introduced SpeechAttendant Internal Dialer, a turn-key IP-based speech-enabled auto attendant solution for employee-to-employee communications. With support for IP standards such as session initiation protocol (SIP), Nuance's auto attendant is compatible with IP-based infrastructures from vendors such as Avaya, Cisco, Genesys and others. Read the article January 18, 2007 1to1 2008: The Phone is Still Favorite At the annual Analyst Conference, Genesys’ Joe Heinen polled analysts about their predictions for customer service interaction among various channels. The majority of votes (43 percent) predicted the phone to remain the preferred channel in 2008. Read the article January 18, 2007 1to1 "Special Agents" in the Contact Center A common thread among the companies nominated for Genesys’ Customer Innovation Awards was their use of dynamic skills-based routing. 1to1 reporter, Ginger Conlon considers whether most contact center executives consider skills-based routing as the best option, or if some prefer to have all their agents trained to handle every call type. Read the article January 12, 2007 TMCNet InStranet Improves Customer Experience for French National Lottery The French National Lottery has implemented InStranet’s Contact Center In-Line (CCIL) application which will be integrated with their existing CTI software from Genesys. According to Claudine Cherfan, country manager Genesys France, InStranet brings contact center productivity to the next level by using all the call routing intelligence provided by the Genesys platform. Read the article January 10, 2007 TMC Net Telecom New Zealand Deploys TuVox Call Routing Application Utilizing the TuVox Perfect Router conversational speech application combined with the Genesys Voice Platform (GVP) software-based IVR and intelligent skills-based routing, the solution consolidates dozens of customer service numbers to deliver a consistent caller experience. Read the article January 9, 2007 VoIP Loop AsteriskNOW In her blog, Sheila McGee-Smith discusses how the features of Digium’s Asterisk system, including meet-me conferencing and rules-based routing, have caught the interest of fellow communications companies including Genesys, who has developed and deployed an Asterisk Adapter that integrates Asterisk voicemail system with Genesys’ contact center solutions. Read the article January 4, 2007 CRM Today Genesys Customer eircom Wins Best Contact Center in the World Award Genesys has announced that eircom, Ireland's leading communications company and a Genesys customer for three years, has won the prestigious title of "Best Contact Centre in the World" at the 2006 World Contact Centre Awards in Las Vegas. Read the article January 3, 2007 Lafayette Online Indiana Officials to Improve Customer Service Skills at Workshop Indiana's public agencies will be better equipped to help citizens, after a workshop by Roger Reeves from Genesys. Reeves explained how customer-service initiatives help government officials keep abreast of new ways to serve citizens. He also discussed the ROI associated with technical upgrades and offered tips on how to incorporate new methods into Web and voice self-service elements. Read the article January 2, 2007 IT Week NextiraOne Strikes Alcatel-Lucent Gold Integrator NextiraOne has been awarded Gold Certification from Genesys after achieving a proven history of customer implementations, high customer satisfaction and a technical support infrastructure. According to Paul Segre, "Attaining Gold Partner Certification requires substantial training and testing. NextiraOne has dedicated its personnel to performing consistent enterprise customer implementations." Read the article December 29, 2006 TMCNet.com Genesys Provides Seven Key Strategies for Moving from IVR to Voice Self-Service More than 67 percent of call centers use an IVR system, and many may soon be facing end-of-life dates, giving infrastructure managers the opportunity to examine new self-service solutions to ensure that they align with business goals and operational strategies. To assist in the process, Genesys has presented a new whitepaper that provides guidance on superior IVR replacement. Read the article December 21, 2006 Contact Center World Genesys Named in Quadrant of Analyst Firm’s 2006 Genesys announced that market research firm Gartner, Inc. has placed Genesys in the quadrant of its new report, "Magic Quadrant for Interactive Voice Response Systems and Enterprise Voice Portals, 2006." Read the article December 13, 2006 Computerworld Better Voice Recognition Improving Call Center Service Genesys’ James Brooks comments on self-service contact centers that use voice recognition, saying that they are improving as a result of new industry standards and a better understanding of what both the client and the end-user want. The article notes Genesys as leading player in the contact center market. Read the article December 9, 2006 CRM Magazine Gartner Eyes IVR and EVP Vendors Gartner has revealed its "Magic Quadrant for IVR and Enterprise Voice Portals, 2006," earmarking Genesys as a leader in the market, placing highest in the leaders quadrant. Read the article December 1, 2006 CRM Magazine Altering the Contact Center CEO Wes Hayden explains the evolution of the contact centers, and how contact centers are implementing technology to help them increase revenue and win customer loyalty. Read the article November 15, 2006 FinanceTech Making Successful Contact Genesys' Joe Heinen comments on insurers' contact centers which are evolving into integrated facilities that provide both policyholders and partners with improved service and convenience, and offer revenue-generating opportunities. Read the article November 10, 2006 VoIP Loop To Single Source or Not to Single Source? For IT managers considering the migration to VoIP, editor Brian Riggs discusses the benefits of having integrated voice, data, and wireless networks that are based on only one vendor's technology. He identifies that a companies voice system could be based solely on Alcatel's OmniPCX Enterprise IP PBXs, and cites that the University of Pittsburgh Medical Center signed a $300 million contract with Alcatel to upgrade its entire network infrastructure. Read the article November 9, 2006 TMCNet.com Finansbank Builds Contact Center in Russia with Genesys Software As part of its strategy to provide high quality customer service to its customers, Finansbank is opening an advanced contact centre in Russia. Read the article November 8, 2006 VoIPLoop.com Old and New Genesys Capabilities Help Alcatel Land Massive US Contract By: Sheila McGee-Smith A $300 million deal won by Alcatel with the University of Pittsburgh Medical Center (UPMC) will involve a host of technologies: data and voice, wired and wireless infrastructure, optical transport technology and contact center applications. Genesys helped secure the deal: UPMC was intrigued by how Genesys and Alcatel had helped a healthcare provider in Italy, Montedomini Healthcare System. Using Genesys video contact center technology, a solution has been created for UPMC that provides patients with round-the-clock healthcare advice and support in the comfort of their own homes. Read the article October 27, 2006 Xchange Magazine Breaking Down the Walls: Leveraging A Virtual Contact Center to Satisfy the Need for Skilled, Global Customer Service Genesys' CEO, Wes Hayden, discusses the classic vision of a customer service environment as a work farm located in the middle of nowhere, staffed with unhappy employees. But in reality, there is a dramatic change taking place in the way businesses view customer service operations, how agents work, and the skills required. Many businesses are moving toward virtual contact centers which provide a better work environment for agents and can greatly increase service levels for businesses. Read the article October 24, 2006 TMCNet.com Research Study Shows Continued Growth in IP Telephony Deployment With its promise of cost savings, simplified management and greater business agility, IP is rapidly becoming the platform of choice for upgrading contact center networks or deploying new contact center facilities. According to results from a 2006 global research study commissioned by Genesys, 60 percent of all respondents expected to deploy IP in at least one contact center within a year, rising to 82 percent within two years. Read the article October 18, 2006 Multichannel Merchant Examining the Realities: An Analysis of Today's Call Center Metrics Since their inception, contact centers have been data-rich environments in which large numbers of reports are available to managers telling them in great detail how calls arrived and were handled. Genesys' Brian Galvin explains the proper use of the domain-specific metrics that are available in a contact center and how they translate into business intelligence tools. Read the article October 11, 2006 VoIP Loop Genesys GETS Rid of Garden Walls By: Sheila McGee-Smith In a follow-up to analyst Brian Riggs' blog entry arguing that Microsoft LCS is the one exception in an industry that is creating islands of presence and instant messaging users that can't communicate from one company to another, Sheila McGee-Smith elaborates on the capabilities of LCS, and a Genesys solution built on top of LCS, GETS. Read the article October 1, 2006 Insurance Networking News Keeping it Personal, Thanks to Automation Utilizing Genesys SIP, Groupama digitized its call center capabilities to increase responsiveness in both sales and disaster claim scenarios. Read the article September 27, 2006 IT Week Happy Call Centers Boost Profits Telephony software can boost business revenues by up to 15 percent. Genesys CFO, Stacey White, believes that a satisfied agent is more likely to produce a satisfied customer, and that proactive customer service can lead directly to new sales leads. Read the article September 19, 2006 CRM Buyer Building Tomorrow's Virtual Contact Center Today Genesys CEO, Wes Hayd Read the article September 18, 2006 Express Computer The Force that is Self-Service Faiz Askari, New Delhi bureau chief for Express Computer, reports from G-Force Australia 2006 to discuss self-service, a trend in the contact center industry that was high on the show's agenda. Read the article September 15, 2006 Connections Magazine IP Telephony: The Platform of Choice By: Rob Winder Rob Winder discusses how IPT is rapidly becoming the platform of choice for new contact centers or existing centers making network upgrades. Read the article September 15, 2006 TMCNet.com Genesys Releases New Version of GMK Talker Product Genesys has released its IVR Talker V, the next generation of the Talker product family, popular in the Brazilian self-service market. Read the article September 13, 2006 CRM Today Forrester Names Genesys as a Leader in Premise-Based Speech Self-Service Platforms Genesys was named a 'Leader' in Forrester Research's comprehensive evaluation of the top premise-based speech self-service platforms. Genesys was the overall leader in Strategy and was noted for being among the leaders in seven of 10 key subcategories, including Vision, Standards Supported, Product Services, Financial Strategy, Costs, Installed Base and Overall Financial Strategy. Read the article September 12, 2006 Speech Technology Magazine Is Paul English Right? Wes Hayden comments on anti-IVR crusader Paul English, and explains how and when companies should utilize voice self-service. Read the article September 1, 2006 SIP Magazine How to Develop and Implement an Effective IP Strategy By: Gustavo Garcia Over the next two years, it's expected that 82 percent of contact centers will be running on IP telephony infrastructures. Genesys' Gustavo Garcia discusses key features of IP technology, how it should be approached by businesses of all sizes, and the vast range of measurable benefits IP can generate in the contact center. Read the article August 31, 2006 CRM Today Genesys Sees Speech Software and Voice Portals Outpacing Proprietary IVRs for First Time in 2006 The transition from older IVR technology to open software-based platforms is gaining strength this year, and market leader Genesys now expects new voice portals to exceed new IVR ports for the first time in 2006. Read the article August 30, 2006 Bangkok Post Why Business Will Take Your Call By: Geoff Long At Genesys user conference, G-Force APAC 2006, Genesys senior vice president of APAC field operations, James Brooks, discussed how, in the past, call centers were seen merely as a way of cutting support costs, but that's now changing. Read the article August 29, 2006 Australian IT News Insurer Reclaims its Call Center Private Health insurer Manchester Unity updated its CRM system with Genesys technology, including VoIP. Since implementation in November 2005, Manchester Unity has seen a drastic increase in customer satisfaction. Read the article August 21, 2006 TelephonyOnline.com Breaking Down the Walls: Leveraging a Virtual Contact Center By: Wes Hayden There's a dramatic change taking place in the way businesses view customer service operations, how agents work, and the skills required. In fact, many businesses are moving toward virtual contact centers which provide a better work environment for agents and can greatly increase service levels for businesses. Read the article August 18, 2006 ContactCenterWorld.com Examining the Realities: An Analysis of Today's Call Center Metrics - Part 1 Brian Galvin, vice president of product management at Genesys, discusses how service is used as the key quality metric in outsourcing contracts, and as a key metric in determining the compensation of employees, which can invariably lead to reinforcement of undesirable behaviors. Read the article August 18, 2006 ContactCenterWorld.com Examining the Realities: An Analysis of Today's Call Center Metrics - Part 2 Brian Galvin discusses how using averages - the average handle time, average speed of answer, average agent occupancy, average abandon rate, and so forth - to predict performance is dangerous because averages hide statistical richness of the behaviors that underlie them. He uses an example of a large call center to illustrate. Read the article August 14, 2006 1 to 1 Magazine Contact Center Evolution By: Ginger Conlon Read about emerging trends in contact center technologies, as identified by Genesys. Read the article August 3, 2006 TMCnet.com Genesys Leverage VXML to Alleviate Call Center Snafus By: Arthur Cole Have you ever called an automated customer service center, input your name, account number, address, date of birth and who knows what else, only to have to repeat the entire sequence for a live operator? Genesys is helping put an end to that and a host of other call center and customer service problems with its Genesys Voice Platform. Read the article August 2, 2006 TMCnet.com Are You Embarrassed by Your Outdated, Harvest-Gold Colored IVR? Get Help! By: Tracey Schelmetic Is your IVR old, ugly and a source of embarrassment for you? If so, you're not alone. And there's help. Genesys is offering to replace ancient, outdated, legacy IVRs with a next-generation open self-service platform. Read the article August 1, 2006 CRM Magazine Contact Centers: Model Maturity By: Coreen Bailor Many organizations struggle to communicate with customers across channels and departments. Determining where the business stands--that is, looking at metrics--is essential to improving performance. Read about the contact center capability maturity model, as presented at G-Force Las Vegas 2006 by president and CEO, Wes Hayden. Read the article August 1, 2006 Insurance Networking News Standing Out from the Crowd By: John McCormack Boosting productivity, cutting costs and improving customer service in insurance contact centers is difficult, but it isn't impossible. Read how companies are achieving the hat trick by moving their contact center operations to the next level and standing out from the more pedestrian crowd. Read the article July 28, 2006 TMCnet.com Contact Center Migration from Cost Centers to Profit Centers, Ready or Not? By: Wes Hayden Six years ago, one of the top ten retail banks in the U.S. measured its customer service performance primarily by how much it cost to serve each customer--how long its agents spent on the phone, and how efficiently each of 36 call centers managed requests for their independently run business unit. Today, that same bank uses new metrics, such as overall products per customer, referral rate, profit per call, and cross sell rate. Read the article July 1, 2006 Government Technology All About Constituents By: Corine Stofle Read about the city of Houston's new 311 Helpline that employs the Genesys Voice Platform and Workforce Management Technologies. Read the article June 28, 2006 ContactCenterWorld.com Examining The Realities: An Analysis Of Today’s Call Center Metrics By: Brian Galvin Since their inception, contact centers have been data-rich environments in which large numbers of reports are available to managers telling them in great detail how calls arrived and were handled. There is a common understanding that deeper analysis of the data is desirable, and BI tools seem to be the answer to the riddle of understanding how these complex systems work.Two parts: Read the article June 7, 2006 TMCnet.com Your Call is Important, We Just Don't Understand the Technology By: Wes Hayden Today, the familiar, and not always welcome, sound of the IVR and similar automated phone systems are a regular part of our lives. We hear them when we call an airline to book a flight, a phone company to question a bill, a computer company to solve a glitch. Genesys helps companies understand and apply the right technologies so people don't need or want to trick the system. Read the article June 6, 2006 CRMToday Putting Customers First: Eight Contact Centers Worldwide Recognized for Outstanding Innovation in Customer Service Genesys recognized eight companies as finalists for the most innovative customer service organizations in 2005. Their innovations ranged from creating video customer care centers, to building IP-enabled contact centers, to using SMS-based text messaging systems to prevent fraud - all of which resulted in major improvements in customer care, efficiency and business value. Read the article June 1, 2006 Decima Telemanagement No IP, No Problem By: Stefan Dubowski IP-PBXs are becoming the de facto standard among corporate voice communications platforms. In 2005, Genesys unveiled Genesys Enterprise Telephony Software (GETS), a middleware package designed to help non-IP-PBX owners access some of the mind-blowing features if IP, without having to throw out their existing phone equipment and install IP. June 1, 2006 CRM Magazine AntiSIPation By: Coreen Bailor As more companies migrate from a CTI to an IP infrastructure--combining voice and data into one network--new business process capabilities await them, thanks largely to emerging SIP technology. Genesys is one of the well-known vendors now working with SIP. Read the article May 24, 2006 DestinationCRM.com Vouching for VoiceXML By: Coreen Bailor At Genesys' G-Force Las Vegas 2006 user conference, the keynote, delivered by Wes Hayden, highlighted the evolution of the contact center, along with the recent acquisition of VoiceGenie Technologies and product road maps. Read the article May 22, 2006 Speech Technology Magazine Genesys and Microsoft to Partner Genesys is teaming with Microsoft to deliver vertical solutions for the health care industry. Read the article May 16, 2006 Internet Telephony Contact Centers as a Strategic Asset, Part 1 -- Moving the Contact Center from a Cost Burden to a Strategic Asset By: Wes Hayden While "speed of answer" remains a core quality metric for many organizations, answering the phone quickly is only part of the equation. If the agent answering the phone lacks the necessary knowledge and skill level to solve the customer's issue, then the only thing the company has accomplished is upsetting its customer 20 seconds earlier. Organizations should elevate customer service from an isolated part of the business to a strategic enterprise asset. Read the article May 16, 2006 Internet Telephony Contact Centers as a Strategic Asset, Part 2 -- Leverage Technology for Increased Customer Satisfaction By: Wes Hayden For many companies, the business case for investing in customer interaction management has driven projects forward very quickly. At the same time, however, companies should be careful that they aren't missing opportunities to maximize existing technologies. For example, when implemented well, voice self service and speech is very popular. When done poorly, the technology gets people's blood boiling, thus forcing people to dedicate themselves to getting around it. Read the article May 10, 2006 Health Management Technology Improving Customer Service: Taking a Strategic Approach to Measuring Contact Center Performance By: Joe Heinen, Vice President, Marketing, Genesys Read about the proper use of the domain-specific metrics that are available in a contact center and how these metrics translate into BI tools. Read the article May 8, 2006 Computerworld Assessing IT's New Role in the Contact Center By: Nicolas de Kouchkovsky, Senior Vice President, Marketing & Business Development, Genesys There was a time when IT organizations had to concern themselves only with the technology that makes a business tick, and the marketing experts focused on winning new customers and growing sales. But things are changing quickly these days, with companies increasingly turning to technology and business process innovation to gain a competitive advantage. Read the article May 5, 2006 E-commerce Times New Genesys Releases Target Ease of Deployment By: Erika Morphy Genesys has released two products aimed at easing deployment of the Genesys Voice Platform by two of its user constituencies: managed service providers of Genesys applications and companies that have implemented both SAP and Genesys. The Genesys Customer Interaction Portal for Self-Service signals a new direction for the company. Read the article May 5, 2006 Speech Technology Magazine VUI Reviewing Testing - Is it Part of Your Speech Best Practices? By: Lizanne Kaiser, PhD., Senior Principal Consultant, Genesys Sometimes simply by giving something a name and a well-defined process, you're able to establish it as a best practice. The name allows you to add it as a line item to a project plan, and a well-defined process allows you to clearly articulate its importance and methodology to your team and clients. Otherwise, when push-comes-to-shove on a tight project schedule, it's all too easy for best practices to get abbreviated or eliminated altogether. One such best practice is Voice User Interface review testing. Read the article May 1, 2006 SIP Magazine Genesys Readies Enterprises for IMS World with Release of 7.2 By: Robert Liu With its release of the newest version of its flagship contact center software, Genesys is betting that enterprises will eventually fix their IP communications switching infrastructure on SIP and incorporate elements of the IP Multimedia Subsystems architecture. May 1, 2005 Xchange Magazine Call Centers: Keeping the Lines Open to Customers By: Tara Seals According to a study by the IT services specialist, only 29 percent of the contact centers surveyed have tested disaster recovery plans. And a survey by Genesys of 500 contact center executives found that 53 percent of them considering IP telephony are driven by the need for business continuity. April 24, 2006 Customer Inter@ction Solutions Managing Interactions Across the Enterprise By: Nicolas de Kouchkovsky, Senior Vice President, Marketing & Business Development, Genesys Today, customers have complete freedom in where and how to conduct their business - storefronts, over the Internet, or by phone. Bricks-and-mortar presence no longer assures customer loyalty. Everything depends on the customer experience - before, during and after the transaction, across all channels. Read the article April 12, 2006 Call Center Magazine Genesys Workforce Management Genesys has released a new version of its WFM application as part of the Genesys 7.2 contact center suite release. Version 7.2's intra-day re-optimization feature lets managers re-align agent schedules throughout the day to ensure workloads are covered. Read the article April 6, 2006 CRMBuyer Genesys Goes After Market Share with VoiceGenie Buy By: Erika Morphy Genesys announced plans to acquire VoiceGenie, a provider of self-service voice applications. The acquisition will advance Genesys' position in the highly competitive IVR market as it continues to build out its self-service portfolio. Read the article April 1, 2006 destinationCRM.com The 2006 Service Leader Awards By: Coreen Bailor, Colin Beasty, Alexandra DeFelice, and Marshall Lager CRM Magazine honored the call center industry's top-three leaders and one company to watch. The CTI winner this year was Genesys which beat its nearest contender in company direction and functional depth, outscoring Avaya by half a point and seven tenths of a point, respectively. A tight partnership with Microsoft for developing an integrated communications and collaboration platform shows initiative and an eye on the future. Read the article April 1, 2006 Call Center Magazine Is Hosting the Future of Speech? By: Harry Sheff Hosting makes speech automation possible for smaller businesses that couldn't dream of owning such technology. But as Bob Thronson of Genesys points out, it's a great way to try before you buy. Read the article March 24, 2006 Internet Telephony Genesys Report Sees IP in the Contact Center By: Greg Galitzine Genesys has released a survey entitled "Contact Center Outlook on IP Technology: A Detailed Report Examining the Deployment of Internet Protocol Telephony in Contact Centers." Rob Winder states that Genesys was interested in gaining greater insight into the market, and that they saw some interest from the user community so they decided now was the right time to commission such a study. Read the article March 23, 2006 VoIP Loop Genesys Surveys Customers About IP Contact Center Plans By: Sheila McGee-Smith Genesys surveyed 500 contact center technology managers, and the results indicate that for those who have adopted IP technology, centralized administration and virtualization of resources were the top two benefits mentioned by respondents. Read the article March 15, 2006 Contact Center World Outrigger Hotels & Resorts Bill Peters, vice president of reservation services and market development at Outrigger, states, "Our goal is to provide the most reliable and flexible contact center solution available anywhere, which is why we have integrated our solutions with technology from partners like Genesys, and why we built, own, and operate our own network operations center." Read the article March 10, 2006 CRM Buyer Advantages of Today's Managed Services Model By: Matthew Kresch, Genesys By investing in managed services, businesses are now able to outsource call processing infrastructure to the service provider, while retaining business logic and direct control in-house. Read the article March 1, 2006 SIP Magazine SIP: Delivering the Promise of Integrated Communications By: Robert Winder, Vice President, Business Development (IP), Genesys The move to IP-based contact centers continues to gain momentum as organizations recognize the inherent benefits that can be gained by consolidating multiple contact channels into a single communication infrastructure. Read the article March 1, 2006 Communication News Customer Service Comes First Outrigger case history of how Genesys brought Hawaiian reservation service closer to their customers. Read the article February 27, 2006 Washington Technology TECH SUCCESS: Customer service solution zaps phone frustration By: Doug Beizer It doesn’t get much more annoying than dealing with bad customer service over the phone. Officials at the Veterans Affairs Health Administration Center in Denver avoided that situation for veterans calling for benefits information with help from call center software developer Genesys. Read the article February 16, 2006 TMCNet Travelocity Opts For Genesys Tools By: David Sims Genesys announced that Travelocity, the fifth largest travel agency in the United States, has implemented Genesys contact center solutions, including enterprise routing and computer telephony integration. Read the article February 15, 2006 CRM Magazine Gartner Slots Contact Center Infrastructure Vendors By: Coreen Bailor Gartner has unveiled its "Magic Quadrant for Contact Center Infrastructure, North America, 2006" report, profiling vendors that manage the equipment, software, and services needed to operate call and contact centers. Genesys gains recognition for its ability to couple innovation with a strong product line, along with solid execution and a broad market reach. Read the article February 1, 2006 Business Communications Review Advantages of Managed Services By: Matthew Kresch Enterprises that have already invested in contact center equipment may think managed services have nothing to offer them. But much managed services functionality works in tandem with CPE, enhancing the features used. Advances in technology and new standards have expanded the variety of applications available and opened the benefits of managed services to a wider variety of organizations, from small centers needing self-service applications in the network to large, multi-site centers. Read the article February 1, 2006 Call Center Magazine Making Sense of Analytics By: Harry Sheff Analytics is a way of collecting and looking at data from different parts of your call center, sometimes in combination with data from other parts of the enterprise. Genesys' Info Mart does the 'heavy lifting' associated with analytical processing: it collects the data, restructures it and loads it into a database specifically designed for reporting and analytics. Read the article January 25, 2006 Financial Times CALL CENTRE MANAGEMENT: A Fresh Way of Using Data for Enhancing Customer Experience By: Ian Limbach Call centres are often seen as a way to manage costs rather than enhancing the quality of (customer) service. This has discouraged investments in new technology and led management to measure efficiency with metrics such as throughput and call duration, rather than customer-centric measures. But the key to making customer knowledge actionable is presenting this data efficiently to call centre agents. A single view of the customer is fundamental. Read the article January 1, 2006 Connections Magazine Self-Service Gets its Voice By: Steve Rutledge and Allen Bonde Self-service has become a buzzword across nearly every business sector, from the supermarket to the information technology support desk. As call centers and organizations look to build out ways to move from assisted service to advanced Web self-service, they need to revisit the role of voice applications, and look for ways to provide true multichannel service. Read the article 2005 Genesys News Articles November 24, 2005 Computer World Genesys Wins Supplier of the Year Award 2005 by International Customer Service Professionals Genesys has been awarded the accolade of "Supplier of the Year" by the International Customer Service Professionals (ICSP). Genesys was selected based on a range of international best practice measurements Jason Stirling, managing director of Genesys Australia and New Zealand, said, "Our customers' customers make over 10 million calls a day, so Genesys is proud to be recognized that its innovation and commitment makes a difference to customer service and the service industry."

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2005 Genesys News Articles