Genesys Whitepapers
Taking a journey-focused approach to customer experience is critical. It helps put the customer at the centre of your business strategy, which, in turn, drives loyalty and revenue.
Companies are leveraging AI embedded in their customer engagement platforms to gain efficiencies, increase agent productivity, deliver better customer experiences, and, ultimately, transform operations by uncovering new revenue streams.
This report looks at the five-year cost comparisons for technology infrastructure deployment.
This ebook covers the benefits of why SMBs Should Look to the Cloud for Simplicity and Success.
The need to connect consumers on their channel of choice with contact centre agents is rapidly becoming a requirement to compete in the age of the customer. For application development and delivery (AD&D) pros, cloud delivery can provide an Agile platform so that they can focus their energy on customer journeys, not technology.
This report highlights the service experiences, and the technologies that underpin them, that your customers will expect in 2021.
This report summarises the top 10 customer service trends for 2017 that application development and delivery (AD&D) professionals supporting customer service operations must pay attention to in order to deliver customer service excellence.
Customer Journey Management is an omnichannel customer engagement strategy that takes an outside-in approach from the customer’s perspective to improve customer experience (CX) for the most important of your customer’s journeys.
This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Evaluating these criteria and answering critical questions at the outset enables you to select the solution provider that is the best match with your organisation’s business goals and requirements. With the knowledge gained, you’ll migrate your contact centre to the cloud with confidence.
Your Guide to Delivering Seamless, Personalised Customer Experiences across Digital and Voice Channels