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Revolutionize the Customer Experience with a Smart Contact Center
[December 14, 2017]

Revolutionize the Customer Experience with a Smart Contact Center

SANTA CLARA, Calif., Dec. 14, 2017 /PRNewswire/ -- In this digital age, technology is changing how we conduct business, both in the back office and around the customer experience. In fact, smart companies realize that if they don't focus on improving the customer journey by leveraging advanced, omnichannel capabilities to gather, analyze and act on customer intelligence in real time, they will lose business. Therefore, in an always-on global marketplace, where every device is connected and instant gratification is the norm, customers expect more. They want fast access to information and immediate problem resolution on any device, from any location and at any time.

Frost & Sullivan's white papers discuss how to redefine the customer experience updating your contact center and how Genesys, a global leader in omnichannel customer experience and contact center solutions, will help your company develop a plan for this digital transformation. Update Your Contact Center Today or Risk Losing Business Tomorrow emphasizes the advantages of deploying an omnichannel solution that gives your agents a single, integrated desktop and ensures your customers have a seamless experience across every channel.

Customer Engagement is Ripe for Change: Is Your IT Team Ready to Enable Digital Transformation? shows that a cloud-based approach to the contact center can help companies enable digital transformation quickly and cost effectively, allowing them to nimbly embrace the new way of working with employees, partners and customers.

To download both complimentary white papers, please visit:

"While moving to a cloud-based model has numerous measurable advantages, it also offers an added bonus—one that many companies say is even more important to their long-term business success: transforming IT from a support center focused on tactical, day-to-day operations into a revenue generator that can help shape the company's strategic vision and then make it a reality," explains Frost & Sullivan Enterprise Communications & Collaboration Vice President Melanie Turek. "By letting the service provider handle deployment, updates and routine maintenance and support, as well as any unexpected problems, companies free up their IT staff to focus on delivering business value."

In these analyses, Frost & Sullivan shares insight into how the cloud based customer experience solutions from Genesys can address these challenges by providing a single viw of the customer across mobile, web, phone or social media. The goal is to enable consumers to connect with businesses when and how they need to, while helping businesses understand the complete lifecycle of a customer – across all departments such as marketing, sales and service.

"Advanced data analytics can help ensure each visitor is treated as a unique individual and offered information on products and specials that truly meet his or her needs," said Turek. "Extensibility and integration with back-office applications like CRM and SCM software let other employees support the customer service effort and ensure every contact leverages a complete picture of the relationship."

"Today, consumers expect a hyper-personalized experience where companies know them, understand their preferences, predict their needs, and are available to them how and when they want to interact," said Olivier Jouve, Genesys executive vice president of PureCloud. "To accomplish this, companies will need to deliver a true omnichannel experience where they are accessible across any channel, day and night, while preserving full context of the entire customer journey."

The Genesys Customer Experience Platform offers several key advantages for businesses to:

  • Manage the entire customer lifecycle from marketing, sales to service, improving insight and control of the full journey while enabling more predictive capabilities so that companies can more successfully route and service customers based upon this histories and behaviors;
  • Empower employees with tools to collaborate with peers and technology to see a customer's full history across multiple interaction points in a single view, offering the context they need to do their jobs efficiently;
  • Combine the power of human touch with automation and artificial intelligence (AI) to solve customer needs better, faster and more efficiently; and
  • Deliver predictable business outcomes such as higher net promoter scores (NPS), increased customer satisfaction and retention; enhanced employee engagement, improved operational efficiency and more.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Contact us: Start the discussion 

About Genesys

Genesys® powers more than 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

Mariana Fernandez
Corporate Communications – North America
P: 210.348.1012


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