Genesys White Papers

Best Practices in IVR and Call Center Design and Operation

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Five Simple Strategies to Make Your Contact Center a Success

Download the eBookSatisfied customers are key to any organization's success. Today organizations have access to flexible, user-friendly tools that are designed not only to help you provide quality support to customers at a low cost, but also give you the ability to realize a substantial return on your technology investment. By taking advantage of the flexible contact center solutions you can dramatically increase the productivity of your contact center, reduce costs to your organization, and increase your customer's satisfaction.



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Automating Customer Contact Centers to Gain Agility and Analytic Insights

Download the Angel WhitepaperAn 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.


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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

Download the eBookCall 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.


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Combat Showrooming: How Retailers Can Use Mobile To Enhance The Shopper Experience

Download the Angel WhitepaperFor 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.


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Five Ways to Differentiate Your Customer Service Offering Using the Cloud

Download the Angel WhitepaperCloud 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.


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How the Cloud Levels the Customer Service Playing Field

Download the Angel Whitepaper 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.


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Leverage Cloud Contact Center Technologies to Provide Differentiated Customer Experiences

Download the Angel WhitepaperToday, 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.


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Boosting Loyalty and Bottom Line Results by Putting Customers First

Download the Angel Whitepaper 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.


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Enriching Your Customer Strategy with Proactive Customer Communication

Download the Angel WhitepaperSmart 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.


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Best Practices in Co-payment Card Activation

Download the Angel WhitepaperPatients 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.


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Join the Crowd, Moving to the Cloud

Download the Angel WhitepaperCompanies 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.


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Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application

Download the Angel WhitepaperThis 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.


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Speak on the Dotted Line: Using Voice Biometrics to Improve Customer Service and Close More Business

Download the Angel WhitepaperVoice 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.


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Caller Bill of Rights: How to Put Your Callers First When Designing a Voice Solution

Download the Angel WhitepaperBased 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.


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5 Ways To Put Your CRM Data to Work for You and Your Customers

Download the Angel WhitepaperLearn how to enhance customer satisfaction through ready access to personalized information over the phone!


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Driving Quality Not Costs In Retail: How Voice Solutions Can Separate You From The Competition

Download the Angel WhitepaperIdentify 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.


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Five Simple Strategies to Make Your Support Center Callers Smile

Download the Angel WhitepaperThis 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.


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Using Voice Site Technology to Automate Business Processes

Download the Angel WhitepaperLearn 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.