Customer Service Resource Library

Retail (North America Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail (EMEA Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail Banking (North America Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail Banking (EMEA Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Utilities (North America Region)

Learn about customer service strategies for the North American Utilities Industry and how they can deliver the increased revenues and cost savings that will drive profitability and shareholder value.

Utilities (EMEA Region)

Learn about customer service strategies for the European Utilities Industry and how they can deliver the increased revenues and cost savings that will drive profitability and shareholder value.

Insurance (North America Region)

Register now to download your Industry Strategy Guide for the North American Insurance Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Insurance (EMEA Region)

Register now to download your Industry Strategy Guide for the European Insurance Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Communications (North America Region)

Register now to download your Industry Strategy Guide for the North American Communications Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Communications (EMEA Region)

Register now to download your Industry Strategy Guide for the European Communications Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

High Technology (North America Region)

Register now to download your Industry Strategy Guide for the North American High Technology Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Pharmaceuticals

This industry brief provides an overview of the customer service challenges and opportunities facing pharmaceutical companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

High Technology

This industry brief provides an overview of the customer service challenges and opportunities facing high technology companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Insurance

This industry brief provides an overview of the customer service challenges and opportunities facing insurance companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Financial Services

This industry brief provides an overview of the customer service challenges and opportunities facing financial services companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Government

This industry brief provides an overview of the customer service challenges and opportunities facing government today. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Retail

This industry brief provides an overview of the customer service challenges and opportunities facing retail companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Travel & Tourism

This industry brief provides an overview of the customer service challenges and opportunities facing travel and tourism companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Wireless

This industry brief provides an overview of the customer service challenges and opportunities facing wireless companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Outsourcing

This industry brief provides an overview of the customer service challenges and opportunities facing outsourcing companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Healthcare

This industry brief provides an overview of the customer service challenges and opportunities facing healthcare companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Utilities

This industry brief provides an overview of the customer service challenges and opportunities facing utilities companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

The intelligent Customer Front Door™

This audio presentation shows you how to provide a more intelligent, personalized experience for your customers using an intelligent Customer Front Door™. Gain a competitive advantage by delivering customer experience that goes beyond traditional Interactive Voice Response (IVR) to reduce frustration and provide superior customer service.

The intelligent Customer Front Door™

This paper details how an intelligent Customer Front Door™ gives companies a competitive advantage by delivering a highly differentiated customer experience that reduces frustration and raises the bar on customer service.

Go beyond the limitations of traditional Interactive Voice Response (IVR) to deliver superior customer service.

Building and Measuring Business Value: Customer Satisfaction Surveys

This white paper shows you how to take advantage of the most valuable asset you have for understanding how to improve customer satisfaction – your customers themselves.
See how to implement a customer survey solution that yields high customer participation and rich, accurate data regarding customer satisfaction drivers.

This actionable data can be used to bolster customer retention and loyalty, increase profitability and gain a competitive edge.

Pre-Deployment Considerations for the Dynamic Contact Center

This white paper shows you how, as the concept of a converged network built on IP telephony matures, the next step in expanding the contact center is the Dynamic Contact Center (DCC).  

The DCC automatically manages fluctuating contact center variables by optimizing and balancing customer traffic, internal resources, and call outcomes to provide you with the ability to make proactive adjustments in real time.

IP/SIP Transformation: Creating a Roadmap for the Dynamic Contact Center

This white paper discusses how companies can develop a roadmap unique to their organizational needs, current technologies, and strategies to take full advantage of an IP/SIP environment.

It presents a four-step, best-practices process for spelling out exactly how people, processes, and technology can blend together seamlessly to create the ideal customer experience.

Best Practices for Implementing Advanced Skills-Based Routing in the Contact Center

This white paper shows you how to take advantage of advanced skills-based routing to increase your ability to manage the customer experience.

Best practices allow you to ensure a more efficient organization and pave the way for greater cost-savings and productivity across the enterprise.

Emergency Response: Are You Prepared?

This paper draws on results from “The Genesys 2008 Emergency Response Survey”to assess the current readiness of government contact centers to handle the entire spectrum of inbound and outbound communications requirements during emergency situations.

The survey obtained the responses of 304 individuals (34.5% federal, 27% state, 20.7% county and 26.3% city) who either make, share or influence decisions regarding emergency response readiness.

Realizing the Promise of Presence in the Contact Center

This paper provides an overview of presence technology in the contact center and describes the business benefits of this technology in the area of customer service.

It then explores possible use cases for when agents should be able to reach into the back office using presence. The discussion details the challenges of integrating knowledge workers into customer service operations, and concludes by outlining best practices for leveraging presence to integrate contact center operations with the rest of the enterprise. This last section will describe Intelligent Expert Routing in detail.

Dynamic Contact Center

This paper takes a detailed look at the pressures facing contact center managers and agents. As part of this discussion, this paper will propose a new model and vision for contact center operations - the Dynamic Contact Center.

In addition to defining a vision of an optimized contact center, this paper will also suggest how organization can incorporate Dynamic Center capabilities into their existing operations to realize its benefits today.

Increase Customer Loyalty and Reduce Contact Center Costs with Proactive Contact

This paper introduces the concept of proactive contact and describes the overall objects and business goals associated with it.

The paper then illustrates the technical requirements of a proactive contact solution to meet those business objectives. Finally, it outlines the Genesys Proactive Contact solution and its role in the Dynamic Contact Center.

Taking a Sip: What Executives Should Know About IP Transformation in the Contact Center

This white paper is intended for contact center executives seeking to understand why SIP is a must-have technology for the contact center today.

This paper also explains how SIP-enabled IP solutions can help contact centers strategically align with the goals of the enterprise through an easily integrated open standards-based software approach.

Customer-centric Routing

This paper highlights a strategic and emerging customer service capability: Business Process Routing.

This paper provides an overview of the strategic value of Contact Center capability integration with key internal business processes.

Customers Expanding Reliance on the Genesys Suite with McGee-Smith

As increasing numbers of companies prepare to evolve their existing digital contact center environments to voice over IP technology, Genesys commissioned McGee-Smith Analytics to discuss this transition with some of Genesys' customers.

This paper offers both a summary of the discussions and a review of the best practices we saw reflected in these contact centers.

Managing Customer Interactions Across the Enterprise

This paper highlights a strategic and emerging customer service capability: Business Process Routing. 

This paper provides an overview of the strategic value of Contact Center capability integration with key internal business processes.

The Strategic Alignment of Customer Service – Genesys Global Survey 2008

This survey reveals how adept companies have become at strategically aligning the executive suite with the customer service organization and identifies the gap between what the C-level promises and what customer service organizations are delivering.

The Strategic Alignment of Customer Service – Genesys Survey 2008: Germany

This survey reveals how German companies have become adept at strategically aligning the executive suite with the customer service organization and identifies the gap between what the C-level promises and what customer service organizations are delivering.

2007 Global Consumer Survey on Customer Experience

This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty.

Contact Center Outlook -- IP Technology

This study reveals that IPT adoption is increasing quickly in contact centers. However, the approach differs from IPT deployment for wider corporate telephony networks because of the uniquely complex nature of contact centers.

India Consumer Survey 2007

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.

Europe Consumer Survey 2007

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations.

Asia-Pacific Consumer Survey 2006

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.

Creating a Great Customer Experience

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why ensuring a superior customer experience is of critical importance to your business, and offers proven strategies for achieving this goal.

Increasing Agent Productivity and Satisfaction

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why increasing agent productivity and satisfaction is of critical importance to your business, and offers proven strategies for achieving this goal.

Optimizing Multi-Channel Communications in Customer-centric Organizations

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why optimizing multi-channel communications is of critical importance to your business, and offers proven strategies for achieving this goal.