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Genesys is the established market leader in delivering comprehensive and technically innovative contact center solutions to the enterprise.

Genesys understands the need for today's organizations to differentiate themselves through an integrated enterprise customer service approach:

• When customers need support, Genesys can route them to the most appropriately skilled agents for fast and low-cost first-call resolution.
• When high value customers call, Genesys can identify them, route them to agents specializing in cross-sells, and even provide automated scripts. Such routing strategies encourage longer conversations leading to higher sales
• Genesys can initiate low-cost automated outbound calling campaigns that notify customers of changes they should be aware of.
• When call volumes peak, Genesys offers customers the option of receiving a call back when an agent is ready to help, without losing their place in queue.

As a critical touch point between you and your customer, the contact center has the potential to build brand awareness, enhance customer loyalty and generate revenues. An integrated enterprise customer service solution can provide the following benefits:

• Increased cross-selling success through technology that segments customers by value and routes them to specialized sales agents who work from scripts customized to the sales and customer type
• Improved company credibility through aligning business process workflows
• Standardized customer experience across all media, including voice, e-mail, SMS notification, Web chat and voice self-service
• Improved customer service through sophisticated voice self-service applications that allow customers to learn, 24/7, their account status, payment schedules and other matters. Self-service is an inexpensive alternative to agent-assisted service
• Increased agent utilization rates and reduced costs through the creation of virtual contact centers that unify dispersed agent resources
• Improved agent productivity through Genesys inbound-outbound call blending. Call blending averts agent downtime during lulls in inbound calls by seamlessly introducing outbound calling
• Reduced infrastructure purchases through integration with existing CRM and other systems. Genesys open architecture can link to any platform