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Published By: Genesys     Published Date: Feb 12, 2019
Vos clients sont passés à l’heure du tout connecté. Ne manquez pas le coche. Conquérir de nouveaux clients tout en préservant la qualité de vos relations existantes demande un temps et une énergie considérables. Quand un client souhaite vous contacter, êtes-vous capable daller à sa rencontre sur le canal de son choix ? Dans un monde qui se digitalise, les entreprises doivent pouvoir communiquer avec le client où et quand bon lui semble : du téléphone aux réseaux sociaux, en passant par les SMS et le chat en ligne. Dans cet eBook, vous découvrirez : Comment aller à la rencontre du client dans un monde ultra-connecté Comment faciliter et augmenter lefficacité de vos opérations dengagement client Pourquoi migrer vers une solution de centre de contacts tout-en-un dans le cloud
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Alors que les plateformes cloud gagnent en maturité, les entreprises sont de plus en plus ouvertes à lidée d’y migrer leurs systèmes critiques. Pour réduire leurs coûts bien sûr, mais aussi pour devenir plus agiles et plus évolutives. Comment concrétiser toutes ces promesses ? Et surtout, quelles sont les actions à engager pour enclencher l’inévitable migration de votre centre de contact ? Sachant qu’un parcours client de qualité commence par le choix du bon partenaire, en savez-vous suffisamment sur les différents fournisseurs sur les rangs pour prendre une décision éclairée ? Quels sont les besoins et contraintes de votre entreprise ? Quelles fonctionnalités propose votre fournisseur ? Vos cultures sont-elles compatibles ? Notre eBook vous invite à découvrir les 10 critères essentiels de sélection de votre partenaire pour réussir la migration de votre centre de contact dans le cloud.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Sur un marché des centres de contacts cloud aussi vaste que changeant, il est souvent difficile de trouver la solution adaptée à votre entreprise. C’est pourquoi Ovum a conçu un outil intitulé « Matrice décisionnelle Ovum : comment sélectionner une solution de centre de contacts multicanal dans le cloud (édition 2017-18) ». Ce document a pour but de dresser un comparatif des grands acteurs de ce marché sur la base de leurs fonctions de routage des appels voix et de service client multicanal. Vous y découvrirez comment Genesys s’est imposé parmi les leaders grâce à des solutions pour les entreprises de toutes tailles et de tous secteurs à travers le monde. Au sommaire de la Matrice décisionnelle Ovum : Comparatif des plateformes technologiques des différentes solutions de centre de contacts dans le cloud Évaluation des capacités des fournisseurs dans les domaines de la gestion des interactions clients multicanaux et de l’analytique des données clients et d’entreprise Identification
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Le marché nord américain des centres de contacts « as-a-Service » (CCaaS) explose. Les solutions de centres de contacts dans le cloud (ou solutions CCaaS) offrent des fonctionnalités semblables à celles des infrastructures de centres de contacts et d’appels sur site. Seule différence notoire : elles sont fournies sous forme de service et reposent sur un modèle de paiement mensuel. Au sommaire de ce rapport : Forces et faiblesses à intégrer dans votre évaluation des fournisseurs de solutions de centres de contacts dans le cloud Classement des 10 grands fournisseurs de centres de contacts cloud dans les quatre catégories du Gartner MQ : leaders, challengers, visionnaires et acteurs niche Pourquoi Interactive Intelligence, une entreprise Genesys, s’est classée parmi les leaders 2 années consécutives
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Avant d’appeler votre centre de contacts, la plupart des clients actuels auront déjà ou seront en train de visiter votre site web. Et pour eux, l’agent d’assistance devra le savoir au moment de prendre l’appel et ainsi leur offrir une expérience personnalisée. En d’autres termes, l’agent devra disposer d’un historique complet de leurs interactions. Or, de nombreuses entreprises peinent à relier tous ces points de contact. De fait, elles se retrouvent incapables d’offrir une expérience homogène sur tous les canaux, possible uniquement lorsque les agents disposent d’une visibilité complète sur les parcours des clients. Posez-vous deux questions. Votre infrastructure est-elle assez flexible pour prendre en charge de nouveaux canaux d’engagement client ? Intégrez-vous facilement de nouveaux canaux (vidéo, réseaux sociaux, SMS) à cette infrastructure ? Cet eBook explique comment résoudre ces problématiques et poser les bases d’une infrastructure capable de relever les défis de demain
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact centre solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large – a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realise a return on investment in as little as three months! Download this eBook and learn: How to calculate ROI and time-to-value in different types of small contact center profiles What factors to consider when selecting a cloud vendor Three common myths about the cloud
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources. This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement. Read the report to get a detailed look at: The strategies that differentiates an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adopt
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to. Read this ebook and see: Why force-fitting more channels into an aging infrastructure is not the right approach How to create a future-ready customer experience How an integrated approach improves your metrics and reduces operating costs
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: Personalise self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Abbiamo chiesto a una serie di analisti e figure di riferimento del settore di indicarci quali saranno secondo loro le tendenze chiave relative all’engagement del cliente a partire dal 2017. Da tecnologie all’avanguardia come l’IoT e i Bot fino a nuove interpretazioni di idee del passato, i temi caldi indicati hanno fatto emergere cinque trend fondamentali destinati a ridefinire il futuro della Customer Experience. In questo ebook, scoprirai: I cinque trend che avranno il maggiore impatto sulla Customer Experience Come usare il machine learning per identificare tendenze e modelli utili a offrire un’eccezionale Customer Experience di nuova generazione Come avere un contact center all’avanguardia e adattarlo alle esigenze in rapida evoluzione dei clienti
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
I tuoi clienti sono ultra connessi. Fai in modo di esserlo anche tu. Trovare nuovi clienti e mantenere relazioni con quelli esistenti è un’attività impegnativa che porta via tempo. Quando i tuoi clienti sono pronti a interagire, li incontri proprio lì dove si trovano? In un mondo dai contorni sempre più digitali è fondamentale per tutte le aziende essere in grado di comunicare quando e dovunque il cliente desideri, che si tratti di una chiamata telefonica, SMS, chat online o social media. Scarica subito questo eBook per scoprire: Come coinvolgere e interagire con i tuoi clienti in un mondo ultra-connesso Come rendere semplici ed efficienti le tue attività di engagement del cliente Perché è arrivato il momento di adottare una soluzione di cloud contact center all-in-one
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Genesys
Published By: Genesys     Published Date: Jun 08, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including: • The size of your contact center, and business requirements such as customer journey management • The location and quantity of contact centers being managed • The need for scalability, speed of deployment, and maintenance requirements Read the eBook today!
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cloud, contact center, customer journey, hybrid
    
Genesys
Published By: Genesys     Published Date: Jun 08, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with Microapps
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ai solutions, customer experience
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results. Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes. Download the white paper and learn how to make better use of your analytics: • Automate responses that optimize the journey • identify and engage with customers before they contact you • Use predictive analytics and machine learning to drive outcomes
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customer needs, customer experience, customer behavior, customer journey
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business. This eBook covers common problems associated with PBX systems as well as their impact on your business. Learn to identify signs of trouble in your business communications as well as key features to look for in a new system. Don’t let a fear of the unknown hold you back. Download the eBook and learn: • Key warning signs to look for in your PBX • The impact of maintaining an outdated system • How modern communication tools can benefit your business
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pbx, cloud, business communications
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process 1 Gartner Peer Insights rev
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Genesys
Published By: Genesys     Published Date: Jul 13, 2018
With artificial intelligence (AI) gaining ground, the right contact center infrastructure (CCI) can be the critical business differentiator for long-term flexibility and scalability. Gartner Research looked at three use cases to evaluate CCI vendors, and Genesys received the highest use case scores (4.16 out of 5) for Customer Engagement Center in Gartner Critical Capabilities.
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gartner, contact center, artificial intelligence, infrastructure, crm system
    
Genesys
Published By: Genesys     Published Date: Aug 07, 2018
Our deep integration with CRM systems and support for digital channels enables a single view of the customer that is essential for an organization’s success.
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gartner, contact center, artificial intelligence, infrastructure, crm system
    
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