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READ IT NOW! Forrester Trends 2016: The Future of Customer Service Forrester Trends 2016: The Future of Customer Service Top 10 customer service trends that will help you move the needle! GET THE REPORT Calculate Your Omnichannel Engagement Center ROI! Calculate Your Omnichannel Engagement Center ROI! Forrester Online ROI Calculator & TEI Study: Value of the Genesys Omnichannel Engagement Center Solution CHECK IT OUT Forrester: Contact Centers Must Go Digital or Die Forrester: Contact Centers Must Go Digital or Die This report discusses six steps to achieve an omnichannel contact center roadmap! Get it Now! Genesys Named a Leader: 2016 Magic Quadrant Genesys Named a Leader: 2016 Magic Quadrant Next-Generation Customer Experience Platform Celebrating 8 Years as a Leader! Read the Report Disruption Ahead for the Workforce Optimization Market Disruption Ahead for the Workforce Optimization Market This report could change your perspective on how and where you will purchase your next WFO solution GET THE REPORT Try Genesys Cloud Free For 30 Days Try Genesys Cloud Free For 30 Days Are You Ready to Turn on the Cloud? Learn About the Genesys Cloud Advantage GET STARTED Frost & Sullivan: When CRM Meets the Contact Center Frost & Sullivan: When CRM Meets the Contact Center Learn About the Benefits of Integrating Your CRM and Contact Center - with an Outline for Success Get Started Gartner: Critical Capabilities for Contact Centers Gartner: Critical Capabilities for Contact Centers 2016 Gartner Report - Learn How the Top Vendors Score on Critical Capabilities for Contact Center Infrastructure Read the Report Genesys G-Force 2016 October 4-6, 2016 | Miami Registration is Now Open! Act early and save! REGISTER TODAY Get Ready Now for Omnichannel Customer Service Forrester sizes up key next steps to omnichannel customer service. Instantly benchmark your readiness. START NOW Get Best Practices on Topics Including Customer Engagement, Digital Channels, Customer Journeys, CX Platform, Self Service and More Resource Center The Genesys blog The CX Report Learn How to Select, Design and Implement a Virtual Contact Center DOWNLOAD THE EBOOK Learn the 5 Capabilities You Need In a Customer Experience Platform DOWNLOAD THE EBOOK Learn the Best Practices for an Omnichannel Customer Experience DOWNLOAD THE EBOOK Trusted by over 4,700 companies in 170 countries globally and counting The World’s Leader in Customer Experience and Multi-channel Contact Center Solutions "We have 'any-to-any' situation now. Any agent from anywhere at any time can do their work." Chrissy Linzy, Supervisor, Global Voice and Video Collaboration, Red Hat Read The Complete Story "We rolled out full-blown multi- channel contact center across four locations in four months." Jo Kirkham, Customer Experience Transformation Lead, Marks & Spencer Read The Complete Story "Ticketmaster’s contact center was in need of a complete technology overhaul." Elizabeth Gotto, Senior Vice President Global Contact Center Technology, Ticketmaster Read The Complete Story Read More Success Stories Omnichannel Customer Engagement Simplified for Firms of All Sizes The Genesys Customer Experience Platform Fits Your Needs Today and Tomorrow On Demand, Fast and Easy For Small and Medium Businesses Cloud Learn More Packaged and Prescriptive For Midsized and Large Organizations Cloud/Premises Learn More Fully Customizable For Larger Organizations Cloud/Hybrid/Premises Learn More Customer Experience Customer Experience (CX) is about building strong customer relationships and brand advocates by consistently, seamlessly and personally engaging with your customers across their journeys consisting of many touchpoints, channels and interactions. Without a strong customer experience focus many companies are finding it hard to differentiate their offerings and compete effectively. To deliver optimal journeys companies are taking a 360 degree view of the customer experience analyzing data from contact centers, CRM and marketing systems to more effectively engage with customers across customer lifecycles and journeys. Successful CX involves many different areas of your company, including customer care and support, sales, marketing and IT – essentially anyone who interacts with your customers directly or indirectly. With the Genesys Customer Experience Platform, you can deliver the optimal journey and experience for each customer with the lowest effort and cost to serve. Try a free trial of the world’s leading CX platform today. FREE TRIAL > Customer Experience Platform and Omnichannel Contact Center Solutions A Customer Experience Platform helps ensure your sales, customer service and support, marketing and IT efforts are aligned and working together to build more loyal customers and deliver a competitive advantage. Deliver low effort omnichannel customer journeys using automated business processes to give everyone a 360-degree customer view with deep interaction context and actionable analytics across all touchpoints, channels, and interactions. Optimize your customers’ journeys and your workforce performance while delivering seamless customer experiences. READ MORE > Cloud-based Omnichannel Contact Centers Many companies accelerate call center modernization and customer experience improvements through cloud deployment of new capabilities. A cloud-based omnichannel contact center, addresses the end-to-end customer journey across all touchpoints, channels and interactions, including voice, web, mobile and social, and requires zero upfront investment in servers and software. It is implemented quickly and scales with your growing needs to deliver omnichannel customer service. The result is greater business agility and faster time-to-market with new innovations. Pay only for the capabilities you deploy, and take advantage of cloud-based solutions to respond to fast-changing business conditions. READ MORE > Contact Center A contact center is where your company interacts with your customers through a variety of communication channels. Whether it is in house or outsourced, a contact center integrates voice with the other channels your customers want to use, such as text, chat, email and social. Customer service agents handle inbound and outbound interactions across these channels, and when the service they provide is relevant and personalized across all channels, they deliver a great contact center experience. For many companies, this experience is a competitive differentiator. Genesys is the leading provider of a single, integrated contact center platform that optimizes the customer experience across all channels. READ MORE > Call Center A call center, at its most basic, is where agents answer calls from your customers. It can be in house or outsourced, and agents may also be able to make outbound customer calls. As customer needs have changed, call centers have evolved. Call centers that focus on voice now offer personalized self-service that provides a great call center experience without talking to an agent. Many call centers also integrate the digital channels that customers want to use, such as email, chat, or text messaging, even though voice is still best for resolving complex issues. Genesys is the leading call center provider for both voice and digital interactions. 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For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises. Trending Topics +1.888.436.3797 SupportCareersSite Map Copyright © 2016 Genesys. All rights reserved. Terms of Use | Privacy Policy Select Region