Customer Service Resource Library

Strategy Guides

Retail (North America Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail (EMEA Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail Banking (North America Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Retail Banking (EMEA Region)

The paper introduces ten essential strategies you can use to realize contact center potential by improving the customer experience, leveraging cross-sell and up-sell opportunities and promoting agent productivity and satisfaction.

This paper also includes how the Genesys Dynamic Contact Center provides integrated communication technologies to optimize customer traffic, internal resources and business outcomes for today’s changing conditions.

Utilities (North America Region)

Learn about customer service strategies for the North American Utilities Industry and how they can deliver the increased revenues and cost savings that will drive profitability and shareholder value.

Utilities (EMEA Region)

Learn about customer service strategies for the European Utilities Industry and how they can deliver the increased revenues and cost savings that will drive profitability and shareholder value.

Insurance (North America Region)

Register now to download your Industry Strategy Guide for the North American Insurance Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Insurance (EMEA Region)

Register now to download your Industry Strategy Guide for the European Insurance Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Communications (North America Region)

Register now to download your Industry Strategy Guide for the North American Communications Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Communications (EMEA Region)

Register now to download your Industry Strategy Guide for the European Communications Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

High Technology (North America Region)

Register now to download your Industry Strategy Guide for the North American High Technology Industry. Learn strategies you can use to improve the customer experience, leverage cross-sell and up-sell opportunities and promote agent productivity and satisfaction.

Industry Briefs

Pharmaceuticals

This industry brief provides an overview of the customer service challenges and opportunities facing pharmaceutical companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

High Technology

This industry brief provides an overview of the customer service challenges and opportunities facing high technology companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Insurance

This industry brief provides an overview of the customer service challenges and opportunities facing insurance companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Financial Services

This industry brief provides an overview of the customer service challenges and opportunities facing financial services companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Government

This industry brief provides an overview of the customer service challenges and opportunities facing government today. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Retail

This industry brief provides an overview of the customer service challenges and opportunities facing retail companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Travel & Tourism

This industry brief provides an overview of the customer service challenges and opportunities facing travel and tourism companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Wireless

This industry brief provides an overview of the customer service challenges and opportunities facing wireless companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Outsourcing

This industry brief provides an overview of the customer service challenges and opportunities facing outsourcing companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Healthcare

This industry brief provides an overview of the customer service challenges and opportunities facing healthcare companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

Utilities

This industry brief provides an overview of the customer service challenges and opportunities facing utilities companies in today's market. It then outlines how Genesys provides innovative Contact Center solutions designed to stop customer frustration and increase operational efficiencies.

White Papers

Retail Banking White Paper

This white paper shows how retail banks can drive organic growth with a customer experience that bridges channels. Learn how banks can “wow” their customers – increasing customer satisfaction, improving efficiency, and closing significantly more profitable business.

Research Reports

The Strategic Alignment of Customer Service – Genesys Global Survey 2008

This survey reveals how adept companies have become at strategically aligning the executive suite with the customer service organization and identifies the gap between what the C-level promises and what customer service organizations are delivering.

The Strategic Alignment of Customer Service – Genesys Survey 2008: Germany

This survey reveals how German companies have become adept at strategically aligning the executive suite with the customer service organization and identifies the gap between what the C-level promises and what customer service organizations are delivering.

2007 Global Consumer Survey on Customer Experience

This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty.

Contact Center Outlook -- IP Technology

This study reveals that IPT adoption is increasing quickly in contact centers. However, the approach differs from IPT deployment for wider corporate telephony networks because of the uniquely complex nature of contact centers.

India Consumer Survey 2007

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.

Europe Consumer Survey 2007

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations.

Asia-Pacific Consumer Survey 2006

This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.

Financial Services Vertical Survey 2008

This survey provides insights into contact center technology adoption across the Financial Services industry. Discover key findings, critical business functions, measurements, cross-sell and up-sell, organization-wide concerns, and other factors driving adoption in this market.

Government Vertical Survey 2008

This survey provides insights into contact center technology adoption across Government Agencies, which face challenges not found in for-profit industries. Discover key findings, critical business functions, measurements, traffic and other factors driving adoption in this market.

Telecommunications Vertical Survey 2008

This survey provides insights into contact center technology adoption across the Telecommunications industry. Discover key findings, critical business functions, measurements, cross-sell and up-sell, enterprise-wide concerns, and other factors driving adoption in this market.

Utilities Vertical Survey 2008

This survey provides insights into contact center technology adoption across Utilities. Discover key findings, critical business functions, measurements, cross-sell and up-sell, dynamic environments, and other factors driving adoption in this market.

Genesys Vertical Survey 2008 Health Care

TThis survey provides insights into contact center technology adoption across the Health Care industry. Discover key findings, critical business functions, measurements, cross-sell and up-sell, enterprise-wide concerns, and other factors driving adoption in this market.

Customer Service Strategy Guides

Creating a Great Customer Experience

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why ensuring a superior customer experience is of critical importance to your business, and offers proven strategies for achieving this goal.

Increasing Agent Productivity and Satisfaction

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why increasing agent productivity and satisfaction is of critical importance to your business, and offers proven strategies for achieving this goal.

Optimizing Multi-Channel Communications in Customer-centric Organizations

Genesys Customer Service Strategy Guides are intended for business and operational decision makers interested in maximizing the strategic business value of their customer interactions across all channels both inside and beyond the contact center.

This Guide explores why optimizing multi-channel communications is of critical importance to your business, and offers proven strategies for achieving this goal.

Six Essentials to Increase Cross-Selling and Up-Selling Revenues

This Contact Center Strategy Guide introduces six essential strategies for advancing from basic cross-selling activities to dynamic cross-selling and realizing the cost efficiencies and revenue benefits such a change can deliver.

You'll also discover the reasons why basic cross-selling isn't good enough anymore, the power of focusing on customer value, specific strategies for making the transition and examples of dynamic cross-selling in action.

Seven Essentials for Superior IVR Replacemen

This Contact Center Strategy Guide discusses the opportunity replacing hardware IVR provides for aligning self-service solutions with business goals and operational strategies.

Integrate self-service and agent-assisted service, re-use the logic of existing Web applications, apply the level of call automation that best serves customers, leverage experts in deploying open voice and speech, set up a clear VoIP migration path and track and measure every customer interaction through its lifecycle.

Audio Presentation

The intelligent Customer Front Door™

This audio presentation shows you how to provide a more intelligent, personalized experience for your customers using an intelligent Customer Front Door™. Gain a competitive advantage by delivering customer experience that goes beyond traditional Interactive Voice Response (IVR) to reduce frustration and provide superior customer service.

Business White Papers

The intelligent Customer Front Door™

This paper details how an intelligent Customer Front Door™ gives companies a competitive advantage by delivering a highly differentiated customer experience that reduces frustration and raises the bar on customer service.

Go beyond the limitations of traditional Interactive Voice Response (IVR) to deliver superior customer service.

Building and Measuring Business Value: Customer Satisfaction Surveys

This white paper shows you how to take advantage of the most valuable asset you have for understanding how to improve customer satisfaction – your customers themselves.
See how to implement a customer survey solution that yields high customer participation and rich, accurate data regarding customer satisfaction drivers.

This actionable data can be used to bolster customer retention and loyalty, increase profitability and gain a competitive edge.

Pre-Deployment Considerations for the Dynamic Contact Center

This white paper shows you how, as the concept of a converged network built on IP telephony matures, the next step in expanding the contact center is the Dynamic Contact Center (DCC).  

The DCC automatically manages fluctuating contact center variables by optimizing and balancing customer traffic, internal resources, and call outcomes to provide you with the ability to make proactive adjustments in real time.

IP/SIP Transformation: Creating a Roadmap for the Dynamic Contact Center

This white paper discusses how companies can develop a roadmap unique to their organizational needs, current technologies, and strategies to take full advantage of an IP/SIP environment.

It presents a four-step, best-practices process for spelling out exactly how people, processes, and technology can blend together seamlessly to create the ideal customer experience.

Best Practices for Implementing Advanced Skills-Based Routing in the Contact Center

This white paper shows you how to take advantage of advanced skills-based routing to increase your ability to manage the customer experience.

Best practices allow you to ensure a more efficient organization and pave the way for greater cost-savings and productivity across the enterprise.

Emergency Response: Are You Prepared?

This paper draws on results from “The Genesys 2008 Emergency Response Survey”to assess the current readiness of government contact centers to handle the entire spectrum of inbound and outbound communications requirements during emergency situations.

The survey obtained the responses of 304 individuals (34.5% federal, 27% state, 20.7% county and 26.3% city) who either make, share or influence decisions regarding emergency response readiness.

Realizing the Promise of Presence in the Contact Center

This paper provides an overview of presence technology in the contact center and describes the business benefits of this technology in the area of customer service.

It then explores possible use cases for when agents should be able to reach into the back office using presence. The discussion details the challenges of integrating knowledge workers into customer service operations, and concludes by outlining best practices for leveraging presence to integrate contact center operations with the rest of the enterprise. This last section will describe Intelligent Expert Routing in detail.

Dynamic Contact Center

This paper takes a detailed look at the pressures facing contact center managers and agents. As part of this discussion, this paper will propose a new model and vision for contact center operations - the Dynamic Contact Center.

In addition to defining a vision of an optimized contact center, this paper will also suggest how organization can incorporate Dynamic Center capabilities into their existing operations to realize its benefits today.

Increase Customer Loyalty and Reduce Contact Center Costs with Proactive Contact

This paper introduces the concept of proactive contact and describes the overall objects and business goals associated with it.

The paper then illustrates the technical requirements of a proactive contact solution to meet those business objectives. Finally, it outlines the Genesys Proactive Contact solution and its role in the Dynamic Contact Center.

Taking a Sip: What Executives Should Know About IP Transformation in the Contact Center

This white paper is intended for contact center executives seeking to understand why SIP is a must-have technology for the contact center today.

This paper also explains how SIP-enabled IP solutions can help contact centers strategically align with the goals of the enterprise through an easily integrated open standards-based software approach.

Customers Expanding Reliance on the Genesys Suite with McGee-Smith

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.

Managing Customer Interactions Across the Enterprise

This paper highlights a strategic and emerging customer service capability: Business Process Routing. 

This paper provides an overview of the strategic value of Contact Center capability integration with key internal business processes.

Deploying an intelligent Customer Front Door™ for Exceptional Customer Service

This paper delivers insight into how an intelligent Customer Front Door works, the benefits it can bring, and how companies can begin planning for deployment of this giant step forward in customer service. 

Furthermore, it provides best practices for creating a well-crafted business plan and comprehensive deployment plan that enable a company to speed time-to-benefit and ensure maximum return on investment.

Orchestrating Customer Satisfaction with Innovative Outbound Services

This white paper shows you how to build better relationships with customers by harnessing the power of outbound communications in a more customer-centric manner.

It presents an effective approach to overcoming outbound restrictions and limitations and developing, executing, and managing outbound activities for customer satisfaction, to reduce costs and increase bottom line results.

Emergency Response White Paper for European Government

This paper addresses the challenges of European governments in assess the current readiness of government contact centers to handle the entire spectrum of inbound and outbound communications requirements during emergency situations.

It explains the vast scope of emergency response communications, as well as proactive notification and infrastructure issues that agencies must address to make meaningful progress.

Customer-centric Routing

Every customer is unique and how you treat individual customers is key to the contact center's success in executing on corporate revenue generation and customer service goals

See how customer-centric routing can create service differentiation through segmentation, increase the effectiveness of cross-sell and up-sell, improve customer satisfaction, increase agent productivity, and help you make better use of resources.

Managing Hold Times to Stop Customer Frustration

This white paper details how a virtual hold solution can help contact centers leverage existing infrastructure, reduce contact center costs and increase customer satisfaction and loyalty.

See how you can gain benefits including reduced average speed of answer, reduced call abandonment, increased efficiency, and reduced toll costs.

Opening up Developer Resources with Genesys SDK

This white paper explores the benefits third-party developers, integrators, partners, and enterprise customers can gain from the Genesys Universal SDK.

This all-inclusive kit is designed to simplify the creation of applications that support the Genesys Customer Interaction Management (CIM) platform.

Real-time Contact Center Management: What the Customer Knows That You Don't

The complex nature of compact center operations demands real-time management. You can no longer rely on hourly statistics and reports from siloed systems for real-time information.

This white paper shows you how the Genesys Informiam Product Line allows you to increase the effectiveness and value of your data by consolidating real-time information with root-cause analysis.