- RESOURCE CENTER
Genesys White Papers
Best Practices in IVR and Call Center Design and Operation
The Power of the Cloud Call Center eBook:
Everything You Need to Know About Cloud Contact Centers
and The Benefits They Can Provide to Your Business
Call centers are an important point of contact for businesses and an opportunity to demonstrate exceptional customer service. More and more companies are moving their call centers into the cloud, deploying virtualized contact center software in order to take advantage of the benefits of the cloud, from better agility to rapid innovation and more.
An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated voice recognition (IVR) and Automated Call Distribution (ACD) to rapidly deploy contact centers with minimal upfront investment is driving the growth of virtual contact centers (VCCs). In this whitepaper, learn how the mobility achieved by using a VCC allows supervisors and contact center agents greater flexibility to continue working, and properly managing agents to meet ongoing service goals.
For retailers, current technology advancement means increased in-store and online competition, readily available product information and reviews, and the speed of purchase decisions. Learn the what and who of showrooming best practice and discover how retailers need to approach showrooming intelligently and implement mobile strategies that create an environment of exceptional customer experience.
Cloud customer service solutions offer flexibility in migrating to these cross-channel capabilities, faster access for home agents, monthly pricing, and better use of internal resources. This white paper will serve as an industry guide for organizations who are interested in differentiating their customer service offering using the cloud.
The emergence of advanced cloud-based tools has upended the way businesses approach service delivery by making it much easier for small and mid-sized firms to compete with bigger rivals through differentiated service. In this paper, OVUM explores how mid-market companies can use the cloud to provide a better customer experience and, in the process, eliminate "bigness" as a structural advantage in winning customers.
Today, the gap between a customer's expectations and the service they receive is huge. That is why companies are strategically turning to cloud-based contact center solutions that will help deliver better experiences. Good experiences lead to customer loyalty, and loyal customers spend an increased wallet share with companies that provide good experiences. Read more to find out how your business can improve your customers experiences with your brand.
Organizations must learn to better understand and anticipate how customers interact with the organization across multiple channels, leverage cloud-based platforms to enable greater flexibility and provide customers with the tools and resources to help boost their loyalty. Learn key CX components and how best to achieve an optimized CX environment in any organization, to delight customers and expand bottom line results.
Smart businesses know that it is far less costly to retain a customer than it is to gain one. With an outbound Interactive Voice Response (IVR) plan, a critical piece of an overall Customer Experience (CX) Strategy, businesses big and small can provide a high-touch, personalized CX – differentiating their brand above others.
Patients are clearly the drivers of a Pharma company’s success with new products and existing products. Based on their experience, alternative sampling experts at Triplefin share that with care for the patient always being top of mind, more and more pharma companies are choosing to build their marketing campaigns around capturing patient information as a way of being able to stay in touch with their loyal brand users.
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system. This white paper is a must read for any company considering updating, upgrading and improving their IVR system. Learn how to enhance the customer experience, improve customer satisfaction and increase customer retention with a cloud-based CX solution.
This whitepaper explores the value of having embedded BI in your voice application and the rich information and insight you can gather to improve the customer experience and gain a competitive advantage, as well as discusses technology innovation that makes BI analytics easy to implement.
Speak on the Dotted Line: Using Voice Biometrics to Improve Customer Service and Close More Business
Voice biometrics can help enterprises that require traditional registration and confirmation processes such as offline, paper forms with wet ink signatures to drastically streamline the process and improve conversions. This whitepaper explores voice biometrics solutions from Genesys can be used to provide better customer service, higher levels of data security, and increase conversion rates.
Based on the Genesys Caller FirstSM approach to design, get insight into 10 of the most pressing issues you need to think about when designing, or redesigning an IVR or Call Center solution with the customer in mind.
Identify how to meet today’s retail challenges head-on and achieve increased productivity, higher quality customer service, and new revenue opportunities through the ease and power of voice solutions.
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines, with real-life examples of organizations that have effectively adopted these strategies to deliver call center success.
Learn how to leverage your existing technology infrastructure with Genesys' powerful Voice Site technology, for a radical new approach to the creation, deployment and management of speech applications that are as powerful in automating business processes as the web.