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Company Name

Genesys Telecommunications Laboratories
Contact Information 2001 Junipero Serra Blvd

Daly City, CA   94014
United States,
888-436-3797
650-466-1260
Website http://www.genesyslab.com/
Business Description Genesys enables companies to deliver a superior customer service experience in real-time. Consumers today expect high quality service whether they contact companies by phone, e-mail, video, SMS, IM or over the Web. They expect speed, accuracy and easy access to information. To deliver this level of service, your company's software applications, communications infrastructure and customer information must all come together in real-time to provide a superior customer service experience. Genesys is 100% focused on call center software, delivering real-time interaction solutions to medium- and large-sized businesses and contact centers of all sizes.
Product Description Designed to improve customer satisfaction, the Genesys Product Suite enables sophisticated routing and reporting of customer interactions across voice, e-mail and Web channels. Genesys ensures that customers are quickly connected to the best available resource - the first time.
Products
Genesys Inbound Voice
Genesys Info Mart
Genesys IP Contact Center
Genesys Open Media
Genesys Outbound Voice
Genesys Real-Time Customer Interaction Suite
Genesys Voice Platform
Genesys Web
Gplus Adapter For Microsoft CRM
Gplus Adapter For Peoplesoft
Gplus Adapter For SAP
Gplus Adapter For Siebel
High Availability
Real-Time Customer Interaction Suite
White Paper
Customers` Expanding Reliance on the Genesys Suite
As increasing numbers of companies prepare to evolve their existing digital contact center environments to voice over IP technology, Genesys commissioned McGee-Smith Analytics to discuss this transition with some of Genesys’ customers. This paper offers both a summary of the discussions and a review of the best practices we saw reflected in these contact centers.
The Dynamic Contact Center
The demand that contact centers control costs, deliver quality and meet revenue goals is pushing the existing operations model to the breaking point. This paper takes a detailed look at the pressures facing contact center managers and agents.
Case Study
Aspen Systems: Inbound Customer Service
The top government call center in the Information Providers category of the American Customer Satisfaction Index is operated and powered by Aspen and Genesys.
Houston 311
Houston implemented their 311 helpline in 2001 as a way to deflect non-emergency calls away from an overburdened 911 system, as well as improve community relations and support by offering easier access to government services.
Company Type PRIVATE


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