Category: Cloud

Genesys is Frost & Sullivan’s North American Cloud Customer Contact Solutions Company of the Year

Genesys Cloud Contact Center

Analyst firm Frost & Sullivan recently recognized Genesys as the 2014 North American Cloud Customer Contact Solutions Company of the Year. You can read our press release here. In today’s blog, I wanted to share a little more insight on what this award means and why our momentum in cloud contact centers it’s good for existing Read More >

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The Cloudification of Customer Experience

ExecutivePerspectives-FINAL

At Genesys, we’re always looking for new ways to help our customers improve the customer experience. As we recommend new approaches, we keep coming back to a word that just seems to fit: cloudification.  At a high-level, we define cloudification as moving all services to the cloud, so business-critical applications and information are accessible from Read More >

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The Future of Customer Experience On Display at SpeechTEK

SpeechTEK Customer Experience logo

Next week, Genesys is heading to the great city of New York for SpeechTEK – The Smart Customer Interactions Event – taking place from August 18-20. This year, SpeechTek is running in tandem with the Customer Service Experience and CRM Evolution conferences to bring together seasoned practitioners and CX professionals with detailed case studies on their design, Read More >

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Encore, Encore…Zendesk and Genesys Customer Service Webinar Q&A

zendesk

We recently hosted our first webinar with Zendesk, Zen and The Art of Multi-Channel Customer Experience. The webinar featured a demo of the cloud-based integrated solution brought to market for companies to seamlessly manage all their customer service interactions across channels.  There was so much social media interaction and so many questions during the webinar that Read More >

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Cloud, On-Premises or Hybrid—Which Contact Center Will Work for You?

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Successful brands know that the contact center plays a huge role in delivering great customer experiences and driving long-term loyalty.  The need for new capabilities made available quickly and cost effectively means considering a variety of deployment options, influenced by everything from corporate culture to future growth. As companies map out strategies to modernize and expand their Read More >

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The Human Face of Customer Experience Technology

customer experience agents

 In today’s Internet-driven and mobile-driven economy, it’s more important than ever for organizations to focus on customer experience. For many companies, this means focusing on new technology. But no matter how great the latest technology is, the customer experience will still be only as good as the employees who deliver it and the customers it Read More >

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Social Customer Service: Is the Customer Always Right?

social Customer Service

There seems to be no shortage of stories lately about social customer service gone awry. By now you probably heard of last month’s incident with a Southwest airlines passenger and his two children asked to deboard their flight due to a Tweet he posted. This week, a story broke of how The Union Street Guest Read More >

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