How you deal with customers drives your business success. Realize the full potential of your customer interactions and integrated contact center solutions from Genesys.
 |
Stop Customer Frustration
The
instant your customer calls you know who they are, what they have called
about before, and what they need now. Customers are connected to the right
resource — the first time — where agents know what to say to
provide superior customer service.
"Genesys has helped the city of Houston reduce average wait time from three
minutes to ten seconds."
— Houston 311 |
 |
Drive Contact Center Efficiency
All
your customer interactions are managed according to your business rules for
improved efficiency. Simple requests are automatically directed to self-service,
agents are reserved for complex tasks and high-value customers; and report
performance and agent utilization across the enterprise.
"Using Genesys we've taken out costs of 150 million pounds already
in the last three years. We'll take out another 80 million this year and
estimate to save another 120 million over the next two years. Overall, we'll
reduce costs in our business by close to one half billion pounds in a 6 year
period."
— British Telecom |
 |
Accelerate Business Innovation
You
can offer predictive service, gain operational insights, and capture revenue
opportunities to stay ahead of the competition. Go beyond the contact center
by unifying your entire enterprise, whether they are down the hall or around
the world.
"Genesys lets us work the way we want. During our peak holiday season
we received about 300,000-400,000 calls a day – we had no problems – even
our CEO was impressed."
— Virgin Mobile |
At Genesys, the №1 contact center software company, we understand
the importance of customer service for businesses competing in today’s
marketplace. We believe that a superior customer service experience – one
that delivers personalized service, fast answers, choice of media
and first call resolution – has a tremendous impact on customer
loyalty and business success.
We recently conducted a survey examining the current customer service
mindset of consumers worldwide. Not surprisingly, our research found
that many consumers place a high degree of importance on a company’s
ability to deliver good service. In fact, we found that the majority
of consumers worldwide believe good service has the greatest impact
on customer loyalty – more than a superior product and a competitive
price.
Below are a few of our key findings:
76% of consumers stated they would buy from a company based on a
good call center experience.
85% of consumers stated they would stop doing business with a company
based on a poor call center experience.
65% of consumers will not wait on hold for more than five minutes.
79% of consumers surveyed said they would be willing to use a voice
activated self-service phone system, provided the experience was
efficient and successful.
Read the full report, Customer Service – A Global
Consumer Survey
Survey Methodology: The Genesys survey – conducted
by an independent survey company – queried 20,000 consumers
from around the world. The survey elicited 2,367 responses – a
12% response rate. Survey respondents ranged from 18 years of age
to over 60 with the majority of respondents being between the ages
of 18 and 45 years old. Respondents came from all parts of the world,
including the Americas, Europe, the Middle East, Africa, and the
Asia-Pacific region. A goal of the survey was to capture a truly
global view of consumer attitudes toward call centers and customer
service.
|
+1 888 GENESYS - say "sales"
