Webinars

Upcoming Webinars

Upcoming Webinars offered by Genesys will be listed here. You'll hear from our technology partners, customers, leading analysts and thought leadership experts.

Emergency Communication Webinar – Is Your System Ready?

Date: Wednesday, October 8, 2008
Time: 2:00 PM Eastern / 11:00 AM Pacific
Duration: 1 Hour

In the minutes following a disaster, information exchange is vital, yet just 20% of agencies feel their notification system is well prepared. This complimentary webinar on government and citizen communication during emergencies can help you take your system to the next level of preparedness.
Register now.

Be notified via RSS when a new Webinar is scheduled, or browse our archived Webinar replays below. ?

Genesys presents a webinar series on the intelligent Customer Front Door.

Check the complete listing of upcoming events.

Archived Webinars - Play On Demand:

Speaker Verification & Caller Authentication

Date: Wednesday 26th March 2008
Recorded Archive Available Now

Identity theft is on the increase. Are callers who they say they are? How can you be sure? Find out how new technologies can reduce such fears, protect customer data and generally improve the customer experience.

• Reduce call lengths through voice "thumbprints" authenticating callers
• Testing at the start of a call can offer huge benefits - faster call conclusion for callers and cost reductions for the company
• Although currently seen mostly in the finance sector, this technology offers the same benefits to all vertical sectors.

Hear how some key blue chip customers have implemented these technologies with exceptional results for both parties.

                                                              –   –    – 

Introduction to the intelligent Customer Front Door

Date: Wednesday 5th March 2008
Recorded Archive Available Now

The iCFD (intelligent Customer Front Door) is a call routing application which:

• Collects caller intent, based on what they say, using speech recognition
• Determines how to treat the call based on that input and feedback from the back-end systems, CRM systems, agent availability and other pertinent data.
• Determines pro-actively where the caller should be routed and what service should be provided, (whether agent assisted or self service).

Discover how to enhance the customer experience through case study successes. Create tangible results as illustrated by a leading European airline and European telecommunications company. Hear their stories.

                                                              –   –    – 

Fast Track to Customer Service 3.0:
Those who capitalize best on the opportunity to provide a truly innovative customer experience will move ahead of the pack.

Join this 1-hour Web seminar, featuring Ken Landoline of Yankee Group and David Kapauan of IBM Global Business Services, to gain perspective, answers and resources from experts in customer experience innovation. Register now to get on the FastTrack to Customer Service 3.0 with a program that includes access to exclusive surveys and research papers, as well as the opportunity to request a free assessment and before/after modeling of the benefits you can achieve.
You will learn:

• Customer service innovation trends, common misconceptions and best practices to maximize ROI
• How you achieve customer satisfaction, cost and compliance goals with intelligent routing, reporting, voice self-service and speaker identity verification
• The impact of personalization and customization
• The benefits of adding more contact channels and adapting service levels by customer, request and resource availability

                                                              –   –    – 

Call Center Magazine: Beyond Satisfaction: How Your Contact Center Can Keep Customers Loyal

At this Web cast, you'll hear about nine strategies that can help keep your customers loyal and we'll present a case study that reveals how a contact center successfully applied these strategies in practice. In addition, our expert panelists will answer your questions about how you, too, can ensure satisfied customers remain loyal customers.

Recorded Archive Available Now

                                                              –   –    – 

Improving Customer Interaction through Emerging Technologies
Richard Snow, VP & Research Director - Contact Center Performance Management, presents insight into how companies are using emerging technologies to support interaction with customers across the organization and all channels of communication, including self-service. Results of recent research on Emerging Technologies for Customer Interaction in the 21st Century will be highlighted, including answers to key questions:

- How are today's contact centers facing the challenge of choosing, managing and gaining maximum value from a variety of technologies?
- What technologies are companies deploying to build advanced, more effective contact centers?
- What are the business issues forcing consideration of new technologies?
- What features and functions are important, and what benefits are crucial for success in contact center performance management?

A special thank you to our research sponsors Genesys and IBM.
Recorded Archive Available Now

                                                              –   –    – 

Improve Productivity by Integrating Instant Messaging & Phone System
Find out how GETS helped Gates Corporation streamline employee communications without a technology overhaul - enabling faster, enhanced communication and a reduced time to market. Ultimately, GETS changed the behavior of Gates Corp employees.

                                                              –   –    – 

Personalize Your IVR using VoiceXML and Phone Application Servers
Yankee Group, Genesys, and VoiceObjects evaluate the current limitations of IVRs and how these challenges can be solved with dynamic, personalized voice and video self-service applications.