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Genesys
2001 Junipero Serra Blvd.
Daly City CA 94014
USA

PH: 1-650-466-1100
FAX: 1-650-466-1260
Visit their Web site: www.genesys.com

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Profile

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com.

Product Description

Genesys delivers effortless customer journeys that are proactive and personalized while maximizing company productivity. With customers engaging with your company over multiple channels—including voice, web, chat, email, mobile and social—a focus on seamless customer experience at every touchpoint is more critical than ever to gain a competitive advantage.

Whitepapers, Archived Webcasts and Sponsored Content
This company is listed in the following categories:
AnalyticsCustomer Service/Call CentersFinancial Services/BankingGovernment
HealthcareInsuranceManufacturing/AutomotivePharmaceuticals/Chemicals
RetailSMB/Mid-market CRMTechnologyTelecommunications
TransportationTravel/Hospitality
Articles Mentioned
Genesys Integrates PureCloud with Amazon Lex
The new integration will help companies build and maintain conversational IVR flows for routing callers. (Featured on SmartCustomerService.com.)
Genesys Now Supports Oracle Cloud Infrastructure
Genesys has made its PureEngage contact center solution available to Oracle Cloud Infrastructure users and integrated it with most of Oracle's software solutions. (Featured on SmartCustomerService.com.)
Opening Up About Contact Center Design
Companies must create contact center layouts that will work for them and their customers
Genesys Integrates with Microsoft
Genesys' contact center solutions are now linked to Office 365, Skype for Business, and Dynamics 365. (Featured on SmartCustomerService.com.)
The Homework Hotline Aces Its Assignments with PureCloud
Rose-Hulman's tutoring service ups user satisfaction thanks to Genesys and Interactive Intelligence's PureCloud contact center solution
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
SAVO Acquires KnowledgeTree
The acquisition expands SAVO Group's products, technology, customers, and geographic coverage for sales enablement.
Customer Service Needs to Expand Across Channels: a Q&A With Genesys CEO Paul Segre
Customer journeys have to be personalized, in context, and in the right channels, according to the company leader. (Featured on SmartCustomerService.com.)
Avtex Acquires Integrated Access Solutions
Avtex expands its customer experience portfolio, as well as its geographic reach.
Genesys CX17: Executives Outline the Road Map for Its Customer Experience Suite
Genesys product managers detailed coming attractions on its contact center platforms.
Genesys CX17: Genesys Unveils the G-NINE Innovation Framework
G-NINE brings blended artificial intelligence, smart micro apps, and a proactive human touch to Genesys' Customer Experience Platform.
Genesys PureCloud Is Certified PCI-Compliant
The PureCloud customer engagement solution meets PCI DSS Service Provider Level 2 standards for securing consumer data. (Featured on SmartCustomerService.com.)
Genesys Adds PureCloud Customer Experience Solutions
The trio of solutions composes an expanded customer experience platform.
Cloud Solutions Are Rising in the Contact Center
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Workforce Optimization Is Under Siege
The sector has slowed of late, but innovation shows a way forward
DialogTech Partners with Genesys
New integration enables call centers and marketing departments to share valuable insights. (Featured on SmartCustomerService.com.)
Virtual Hold Technology Extends Partnership with Genesys
VHT's ntegration with Genesys' suite of solutions lets customers request a call back when the contact center is busy. (Featured on SmartCustomerService.com.)
Avtex Partners with Genesys
Avtex joins the Genesys value-added reseller network for the Genesys Customer Experience Platform. (Featured on SmartCustomerService.com.)
Avant Partners with Interactive Intelligence
The master agency will offer its clients Interactive Intelligence's PureCloud Engage.
Make CRM Smarter
Innovations in knowledge management make it easier for agents and customers to find information
Glance Expands Cobrowse Platform
Glance Networks' Cobrowse platform expansion enables sales, marketing, and service personnel to better collaborate with customers.
Workforce Optimization Is Poised for Big Changes
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Genesys Acquires Interactive Intelligence
The transaction aims to bolster Genesys's customer experience offerings and global market presence. (Featured on SmartCustomerService.com.)
Interactions Partners with Genesys
Genesys will offer Interactions' Curo Speech technology as part of its Genesys Voice Platform. (Featured on SpeechTechMag.com.)
Genesys's AppFoundry and DevFoundry Are Innovation Springboards
App marketplace AppFoundry and developer portal DevFoundry have see rapid growth, with AppFoundry offering more than 100 customer experience apps and DevFoundry supporting over 250 users. (Featured on SmartCustomerService.com.)
Fonolo Takes Credit for Reducing Call Abandonment
Credit Union of Colorado improves its customer experience with Fonolo's In-Call Rescue
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
General Dynamics Launches Customer Experience Platform
General Dynamics' CXP is a contact center platform based on Genesys technology.
Outlook 2016: How CRM Will Foster an Era of Good Feelings
As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands
Genesys Acquires SpeechStorm
The provider of self-service solutions adds market-ready mobile, We,b and IVR self-service applications to the Genesys Customer Experience Platform. (Featured on SmartCustomerService.com
Vidyo Video Platform Is Now Available on Genesys AppFoundry
Vidyo's video communications platform is now available to Genesys customers through an integration with the Genesys omnichannel customer experience platform. (Featured on SmartCustomerService.com.)
Genesys Launches AppFoundry, a Customer Service App Marketplace
AppFoundry will be the only enterprise marketplace "focused 100 percent on service solutions." (Featured on SmartCustomerService.com.)
How to Solve the Customer Experience Puzzle
You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.
Genesys Furthers Integration with Skype for Business
Customers no longer have to "sacrifice functionality" due to a limited integration.
Genesys Debuts the Latest Version of Its Customer Experience Platform
Updates include new omnichannel journey management capabilities.
The 2015 CRM Service Awards: Rising Stars
Our six Rising Stars proved their dedication to improving customer service via a variety of channels.
The 2015 CRM Rising Stars: IBM's Watson Brings Cognitive Computing to Customer Support
Partners and customers are lined up to bring the supercomputer into the contact center.
The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need
Call center technology makes reaching help one less hurdle for struggling parents.
HP Updates Its Qfiniti WFO Suite
HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data.
In Customer Service, It's More Efficient to Be Effective
Rushing customers off the phone might cut costs, but ignores the potential for greater value.
Industry-Specific CRM Solutions Remain the Go-to Choice for Some Businesses
Two vertically focused providers supply companies with improved CRM tools.
The Role of Wearables Expands in the Call Center
Computer-connected headsets could seamlessly link agents and supervisors.
Genesys Bolsters Michigan Child Support Agency's Overhaul
Parents in need get improved access to services with new call center technology. (This article originally appeared in the Winter 2014 issue of Speech Technology.)
Genesys Unveils Its Next-Generation User Experience
The new release of the Genesys Customer Experience Platform delivers a simpler user experience
Genesys Acquires CanaPlus Consulting
Acquisition enables Genesys to better serve key customers in the APAC region and bolsters its professional services capabilities.
GM Voices Becomes Official Genesys Technology Partner
Professionally recorded voice prompts and audio files will be bundled in Genesys Voice Platform. (Featured on SpeechTechMag.com.)
Forging the Next CRM Frontier
Integrated technologies hold great promise for the future of CRM.
Red Hat Taps Genesys for Cloud-Based Customer Experience Platform
Red Hat migrates legacy structure to Genesys Customer Experience Platform. (Featured on SmartCustomerService.com.)
IBM Watson to Answer Queries on Genesys Platform
First integrated call center operation of Watson could go live this year
3CLogic Announces Integration with Zendesk
The integration of 3CLogic's cloud-based contact center solution with Zendesk's customer service platform is expected to enhance the business processes for customers in the contact center space.
Genesys and Zendesk Form Alliance to Bring Voice to Customer Service Solutions
The integrated solution routes help desk voice interactions directly to customer support employees.
From IVRs to Automated Interactive Customer Contacts
Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.
Lithium to Acquire Klout
Lithium's acquisition of the social influence scorer positions it to expand its data resources.
Genesys Acquires Social Customer Care Provider Solariat
With the acquisition, Genesys aims to expand its social media engagement capabilities.
The 2014 CRM Service Leaders
Genesys Further Ventures into the Cloud with Ventriloquist Acquisition
The Ventriloquist acquisition strengthens Genesys' capabilities to personalize proactive customer interactions. (Featured on SpeechTechMag.com.)
Genesys Acquires Brazilian WFO Provider Voran Tecnologia
The acquisition brings workforce optimization, quality monitoring, and home-based agent monitoring to Genesys Prime offerings.
New Year, New Strategies
At the change of years, CRM welcomes new social, mobile, and gamification trends.
Genesys Enters Midmarket Space with New Contact Center Editions
Three new contact center offerings cover SMBs and enterprise customers
Mutare Expands Its Contact Center Analytics and Reporting Solutions
The expanded practice includes contact center and unified communications platforms from Cisco, Avaya, Salesforce.com, and Genesys.
Genesys to Acquire Echopass
The Echopass deal strengthen's Genesys' cloud contact center offerings.
Genesys Releases Actionable Analytics Offering
The solution combines text and speech analytics data to provide deeper interaction insights.
Aspect Software Acquires Voxeo
The $150 million deal strengthens Aspect's IVR and multichannel self-service solutions portfolio.
Workforce Management: Better but Not Good Enough
What makes an ideal solution?
Genesys Goes Live with Genesys Cloud
The Genesys Customer Engagement Platform is now available on-demand from the cloud.
The At-Home Agent Advantage
Maximize contact center results with seven best practices.
Genesys to Acquire SoundBite Communications
Genesys further extends its cloud-based contact center solutions portfolio with proactive collections and payments, mobile marketing, and customer service applications.
Genesys Launches Proactive Engagement Solution for Web Visitors
The solution proactively engages Web visitors over the channel of their choice.
Badgeville for Adobe Marketing Cloud Released
Solution aims to increase audience engagement across Web properties, mobile apps, online stores, and more.
Genesys to Acquire Angel
Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million.
What's Next for the Contact Center?
Seven trends you can't ignore.
A Leadership Shakeup Occurs at Alcatel-Lucent
CEO steps down amid continued poor economic performance.
Genesys Expands Relationship with Salesforce.com
Genesys Connect for Salesforce Service Cloud is now available on Salesforce.com's AppExchange.
BT Enhances BT Contact Suite
BT Contact upgrades help organizations address changing customer expectations driven by digital communication channels such as social media, Web chat, and video.
Genesys Acquires Utopy
The deal accelerates Genesys' workforce optimization solutions.
Nuance Launches Partner Program
Nuance Connections expands distribution of natural language customer self-service applications.
Genesys Extends Contact Center Routing to Support Microsoft Lync
Joint integration brings powerful communications and customer service capabilities across the enterprise.
Genesys Orchestration Helps Manage Contact Centers
Genesys Orchestration technology is designed to simplify and accelerate the deployment of customer service strategies though a business rules approach.
Piecing Together Multichannel Support
Cross-channel support starts with connecting the right channels.
Mobile Application Success Strategies
A pretty app is nice, but the key is giving customers a reason to come back.
Genesys Releases Genesys One
The solution combines uniquely packaged customer service best practices with Genesys 8 software.
Genesys and Telekom Deutschland Announce New Cloud-Based Contact Center Solution
Expanded relationship to target the SMB market for integrated contact center solutions in the cloud.
Empirix to Deliver Real-Time, End-to-End Genesys Contact Center Performance Testing
The companies have expanded their relationship to offer Genesys Testing as a Service for pre-deployment validation of both customer and agent experience.
Genesys Research Finds Big Businesses Shy Over Social CRM
Very few companies list their social media sites on their "Contact Us" pages.
SpeechStorm Enhances Its IVR with Mobile Self-Service Options
Latest release of SpeechStorm software is now available for hosted and on-premises deployment of customer self-service applications.
Genesys Acquires LM Sistemas, a Brazilian Self-Service Apps and Service Provider
Its first acquisition as stand-alone company expands Genesys' presence in the key Brazilian market.
In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Virtual Hold Technology Names Wes Hayden CEO
The industry veteran will lead the growth of the emerging company in the customer conversation space.
Genesys Announces Klout Score Integration
New Klout capabilities for Genesys Social Engagement provide companies with insight into customers with broad social influence.
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
Genesys Links Mobile Apps with Customer Service Agents
With the push of a "Smart Button" Genesys Mobile Engagement unlocks context, history, and live assistance capabilities for mobile applications.
Vodacom South Africa Customer Service Goes Social with Genesys
The mobile phone service provider is the first to deploy Genesys Social Engagement to automate and integrate social media interactions through its customer service operations.
Multilingual Call Center Service Launches
VANAD Group partners with NexxLinx to offer customer service and technical support translation in 50 languages.
The 2012 Service Leaders
Genesys Sets a New Course
Under its new ownership, the company will enhance its core product portfolio and strengthen its offerings in cloud computing, analytics, workforce optimization, process workflow, and social engagement.
Oracle to Acquire RightNow Technologies
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
IVR Market to Reach $2.78 Billion by 2017
A new report from GIA identifies a greater use among SMB, innovative pricing strategies, technological advances, and open-standards development as the key drivers of growth.
Alcatel-Lucent Has a Deal in Place for Genesys
Private equity firn Permira will acquire Genesys Telecommunications Laboratories for $1.5 billion; Alcatel-Lucent commits to strengthening the rest of its Enterprise Business Unit.
All I Know Is That I Don’t Know Nothing
Blending knowledge management with customer service is critical
Alcatel-Lucent Unveils a New Strategy for Genesys
Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
Alcatel-Lucent Sells 1,000th Hosted Contact Center Solution
The company sees a large appetite among businesses for solutions offered on a fully hosted or software-as-a-service basis.
Don’t Believe Everything You Hear About WFO
Suites embrace analytics, debunk idea core components are commodities
Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
The 2011 Service Leaders
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement
The solution leverages existing investments to route social media interactions to the best resource based on message context and business value.
Russian Telco Taps Alcatel-Lucent for Its Largest Contact Center
The contact center solution will enable Mobile TeleSystems to better serve more than 10 million customers.
Alcatel-Lucent Launches Active Skills-Centric Workforce Optimization Solution
New Genesys Workforce Optimization suite tightly integrates intelligent routing for customer-centric business outcomes
RightNow Launches RightNow CX for Facebook
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
Genesys Announces a New Social Media Strategy
The Alcatel-Lucent Genesys Social Media Strategy provides enterprises with a more expansive way to monitor customer activity across social networks.
Hosted Contact Center Implementations
A Guide to Best Practices
Is Genesys 8 the Eighth Wonder?
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
InQuira Puts Its Knowledge Solutions in the Cloud
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Unified Communications Slow to Make Its Presence Felt
A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.
Poor Customer Service Costs Billions
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
Teleperformance and Genesys Team Up to Deliver On-Demand Functionality
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
Interactive Intelligence Ups Its IQ with Process Automation
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Service and Social Media: You’re Not Social (Enough)
Communities and channels are rapidly expanding — and your company needs to at least know its place in all of them.
Genesys Launches Cross Channel Conversations
G-Force '09: The Alcatel-Lucent subsidiary unveils an initiative designed to eliminate the silos between different communication channels.
Executive Disconnect
Analyzing the gap between what executives promise and what their companies deliver.
Re:Tooling -- Interactive Voice Response (IVR): Dial-Up Innovation
Speech-enabled interactive voice response systems now involve other customer channels.
LiveOps Makes Play for Enterprise Contact Centers
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Where's My Software Bailout?
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
Few Changes in Gartner Magic Quadrant on Contact Center Infrastructure
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
Voxeo Acquires VoiceObjects
The voice platform vendor helps itself to a portfolio of self-service applications.
Customer Demand Drives Gartner Workforce Optimization Magic Quadrant
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
Jacada Looks to Expand Its Workspace in Key Industries
The unified agent desktop provider targets financial services, insurance, and retail with its latest release, Workspace 5.0.
Tellme Shouts Out a New Aspect to Contact Center Offerings
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
U.S. Contact Center Shipments Fall for Third Straight Year
New research indicates that a 3.6 percent drop in 2007 may be followed by further declines this year -- and well into 2009.
The Hosted Contact Center: A Paradox No Longer
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Intervoice Looks to Break Contact Center Silos
The company's new Contact Portal combines the functionality of its contact center offerings, enabling consumers to receive customer service on their own terms -- and through their preferred channel.
Interactive Intelligence Unveils New Customer Feedback Products
The unified IP business communications solutions vendor seeks to gain a firm hold with mid-size and large contact centers and enterprises in what one analyst calls "a large, untapped market."
Genesys Opens Its Intelligent Customer Front Door
G-Force '08: At its annual user conference, the Alcatel-Lucent unit expands on the launch of its latest offering.
The Phone Refuses to Die
G-Force '08: Despite the increasing popularity of Web interactions, customers keep calling.
Companies Still Fail to Measure KPIs for the Contact Center
In a recent Aberdeen study on Contact Center Consolidation, the findings reflect a harrowing trend of companies still failing to measure key performance indicators and ROI.
Microsoft and Nuance Get Muted By Gartner Magic Quadrant for IVR
The two vendors are removed from contention in the research firm's latest assessment of the interactive voice response marketplace.
Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
The 2008 CRM Service Awards: Contact Center Infrastructure
Replacing computer-telephony integration (CTI), this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
The 2008 CRM Service Awards: Interactive Voice Response
IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
Avaya, Microsoft Ask If You See the Future in UC
VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Bringing the Customer Aboard the Unified Communications Bandwagon
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
9 Essential Strategies to Improve Customer Experience
SAP CRM 2008: As advertising budgets shift to online efforts, customer care is where the money is.
Ahead of the Innovation Curve: On-Demand Contact Center Platforms
LiveOps' Spring 08 On-Demand Call Center Platform comes amid widespread thinking in the industry that customer service's future lies with hosted and managed contact centers.
Avaya Call Center 5.0 Features New Capabilities
The telecommunications powerhouse promises the new release will help businesses improve the overall customer experience -- and cut costs.
Speech Self-Service a Top Priority in 2008
Companies are beginning to see the technology as an essential part of customer service strategy.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
Aspect Offers More Localization and Capabilities for '08
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Genesys Acquires Informiam
The move expands the telecommunications vendor's line of reporting and analytic software.
Verint Makes a Speedy Impact
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Speak Up!
11 strategies to ensure that you're hearing your customers loud and clear.
LiveVox Opens the Doors on Voice Portal 3.0
Inbound and outbound features unite in an alternative to the dialer; one analyst sees hints of ambition beyond the current offering.
Voice and Interactivity Connect Consumers
Nuance Conversations '07: The convergence of various networks and technologies will ultimately determine the future of business enterprise.
Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
Genesys CEO Leaves for Nuance Post
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
Fewer Vendors Sit Atop Gartner's Magic Quadrant for Unified Communications
Alcatel-Lucent, Microsoft, and Nortel retain their positions as leaders, but Cisco Systems and Siemens fall out of the top quadrant; Interactive Intelligence moves up a notch.
Gartner Restores a Leader to Its Magic Quadrant for Contact Center Infrastructure
Interactive Intelligence moves back into the top quadrant, joining Aspect, Avaya, Cisco, Genesys, and Nortel.
CRM Numbers Grow, But Also Mislead
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
Chatting Up Customers Down Under
A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result.
Genesys Says Do a Better Job
Despite improving satisfaction scores, call centers need to provide more positive experiences for consumers; the lesson can also be applied to other channels.
Siemens Communications' Virtual Reality
The Siemens AG subsidiary releases a solution to capitalize on the agents-anywhere concept, and delivers additional presence and collaboration capabilities.
THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
VoiceObjects and SAP: Over the Phone
Weaving speech-enabled apps into enterprise processes represents a transcendence of the contact center that will create more growth opportunities.
North American Tech Companies Engineer Bolstered Service and Support Spend
Increased B2B emphasis on the customer experience and continued CRM investment from midmarket companies are two reasons behind expected 2007 spending of more than $1 billion.
Gartner Eyes IVR and EVP Vendors
Magic Quadrant findings ping Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leading the sector; reduced complexity and tight integration are hallmarks of advancement.
Altering the Contact Center
Take it from cost burden to strategic asset.
The Ring Dynasty: China's Contact Center Market Intensifies
The country's vast population and growing economy are just two of the reasons for the expected uptake.
Salesforce.com's Dreams of Apex
Dreamforce '06: Marc Benioff outlines the company's new customization and programming platform, discusses community development, and announces Winter '07.
Knova Software Gets Personal
Knova 7 is part of the company's efforts to move from its traditional SRM space into the broader area of managing the customer experience.
Intervoice Adds Nuasis Assets to Its Product Arsenal
The IVR and speech app specialist looks to IP contact center functionality to help it compete more effectively in the general contact center space.
CRM Is Back on the Glory Road
The market experiences its second consecutive year of growth and enters its "second wave," according to one industry analyst.
Raging Against the Machine
Customer frustrations with automated phone systems abound, but easy-to-use systems that provide customers with the option to speak with live reps can help build loyalty and enhance the brand.
On the Scene: G-Force 2006--Model Maturity
Highlights of a contact center capability model.
Microsoft Talks Pretty One Day
The software giant hopes to end the struggle with the development, management, and TCO of speech-enabled apps.
AntiSIPation
VoIP protocol SIP's potential in the contact center comes with both benefits and caveats.
KANA Leads Forrester's E-Service Suite Wave
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Vouching for VoiceXML
G-Force '06: Genesys highlights its Genesys-VoiceGenie integration road map at its annual user conference.
Genesys Rubs Aladdin and Acquires VoiceGenie Technologies
The deal is one of the latest markers of contact center consolidation; details of the cash transaction were not disclosed.
The 2006 Service Elite Awards
Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.
The 2006 Service Leader Awards, Part 1
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Getting Call Center Metrics Right
Understand what performance metrics the customer thinks are important.
A Solution That's a South Sea Breeze
Unifying customer touch points helps a hotel company specializing in the South Pacific tourism industry reduce costs and boost agent utilization.
Gartner Slots Contact Center Infrastructure Vendors
The market is expected to become more integrated and to reflect more specific differentiating business objectives.
Microsoft Centralizes the Connection
An upgraded framework boosts contact center efficiency and service levels by simplifying the agent desktop while delivering multichannel and self-service options.
Alcatel Acquires Brazil's GMK
The move is a play to enter the Latin American market and acquire an established customer base, but there will be trade and language barriers.
Avoiding the Speech Rec. Wreck
Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
October 14, 2005
SAP announces its 28-piece play for midsize enterprises; Oracle targets sales contracts; Maximizer announces Q3 results; and more.
HR Execs Fear Not Attracting 'A' Players
Long-term workforce planning and updating, and integrating HCM technology, are ways to respond.
Microsoft Acquires a VoIP Startup
The software giant is upping its IP-telephony efforts for everyday consumers and enterprise workers.
Self-Marketing--IT's Better Business Value
Improving marketing approaches will alter the current image of the department as a cost center.
Reaching CRM's Destination: A Capability Maturity Model (part 2 of a two-part series)
Consider CRM solution delivery as a phased progression of delivered business benefit.
Blooming Customer Service
A multichannel flower retailer's handling of peak holiday call volume blossoms.
July 19, 2005
Empirix and Genesys announce a joint GVP monitoring solution; Sendia releases a wireless business platform; Fred Alger prospers from Proposal Software; and more.
IP Telephony for Everyone
Avaya and Genesys announce solutions for different sizes, opening more opportunities in the growing market.
June 24, 2005
Avaya and XO Communications offer a new product suite; SAP acquires an enterprise manufacturing supplier; Knova names a new CFO; and more.
June 10, 2005
Omniture delivers version 12 of SiteCatalyst; Amdocs and Microsoft sign a letter of intent to deliver converged IP-based services; and more.
Nortel's Single Appliance for Contact Centers
The platform integrates voice and data for CSRs; a Nortel user survey reveals a high percent of respondents have 'started to converge.'
May 31, 2005
Genesys releases two new products; FirstLogic names new director of EMEA; and more.
Genesys Announces Stronger Ties and New Solutions at G-Force
G-Force '05: The company collaborates with Verizon to forge a hosted IP solution; the partnership with Microsoft will now deliver BPO solutions.
The CTI Market Will Grow Along With IP
Enterprises will be the driving force behind the market.
Customers Gather 'Round Virtual Contact Centers
This week's Witness user conference highlighted touch point innovation, a workforce optimization maturity model, and the evolution of the VCC.
Microsoft Streamlines the Call Center
A new desktop environment--likely "productized" from a custom tool, according to one analyst--integrates desktop applications for call center workers.
Making a Clear Connection
Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
The Outbound Dialing Market Is Expected to Expand
Organizations are adopting outbound dialing systems to be more active in delivering customer service.
April 8, 2005
Siebel announces its first-quarter '05 preliminaries; Genesys and Viecore expand their partnership; Keynote Systems adds two execs; and more.
Reinforce Your Brand in the Contact Center
The venue to reinforce the brand day in and day out is the contact center.
The 2005 CRM Service Leaders--Part I
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
March 11, 2005
FrontRange unveils customer wins; Open Solutions acquires CGI Group's US Services to Credit Unions business unit; Genesys and Veraz Networks announce integration capabilities; and more.
March 2, 2005
The United Way of fundraising; META Group says that Oracle's loss is Siebel's gain; ATG announces ATG On-Demand; and more.
February 23, 2005
Caser Seguros keeps contact centers humming; Unisys and GenuOne to battle healthcare threats; FrontRange turns up the heat; and more.
Genesys and Microsoft Announce a Collaboration Technology Alliance
The contact center platform developer will work to expand support for Redmond's upcoming Istanbul client.
Taking Charge
Let us introduce you to the dynamic new top executives in the CRM industry.
November 30, 2004
Verint Systems is providing ULTRA secrets for Delaware Investments; Kalido implements an application suite; Cincom Systems announces the latest version of Synchrony; and more.
CartaSi Charges Up Its Contact Centers
The credit card issuer uses VoIP to integrate and manage its different contact center sites.
Knowledge Management Plays a Key Role in CRM Success
Knowledge-centered CRM firms have brought greater attention to the crossover.
SalesLogix and Salesforce.com Expand Their Customer Service Offerings
These are very different announcements: They're both targeting customer service, but Salesforce is targeting the call center, as compared to focusing on premise-based trouble tickets.
Cisco Targets CRM Integration
The CVP supports speech-enabled and touch-tone applications that can be integrated with back-end data and business rules accessible through the Web, using Java 2 Enterprise Edition and VoiceXML standards.
Wires: News and Products for August 20, 2004
Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.
Tailored to Success
The company conducts daily demos for its prospects. Once a client signs up on the Web site, a confirmation email is sent with the date and time of the client's demo, as is a reminder one hour before the scheduled appointment.
The Week in Review: July 16, 2004
Maximizer Software announced the successful adoption of Maximizer 8 in its Americas region; Best Buy has entered into an agreement for a seven-year strategic relationship with Accenture; S1 Corporation announced that KBC Bank & Insurance Group is live with S1 Corporate Banking and more.
CRM in Action: Getting Resolution Right--on the First Call
Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.
Hosting Hits Call Centers
Application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer telephony service provider market.
Heard and Overheard
10 Strategies for Customer Service Success
Here's how companies can deliver stellar service at the many touch points available to customers today.
The Week in Review: May 21, 2004
NetSuite announced the signing of new customers; Amdocs announced that Rural Cellular Corporation has selected Amdocs for its integrated CRM and billing platform; and more.
The Week in Review: May 14, 2004
Lockheed Martin has selected Siebel business applications to provide core support of the F-35's Autonomic Logistics Information System; Amdocs announced that Vodafone Hungary has made a contract to use Amdocs Enabler as its new legacy billing system; and more.
Genesys Speeds Ahead with G-Force
G-Force '04: Updates to the Genesys voice platform include the ability to decouple hardware from software to enable easier application development on the customer side.
Convergence in the Contact Center Market
The acquisition of CenterForce Technologies by Concerto will present some challenges for Concerto, but will solidify its offerings.
Hosted Service Is Picking Up Steam
Echopass has unveiled its upgraded TeleCenter 2.0, a hosted call center suite, which makes use of a partnership with Salesforce.com and Genesys Telecommunications Laboratories.
New Product Spotlight: March 31, 2004
Genesys launches a developer edition of Voice Platform; Harte-Hanks adds advanced reporting; Interface Software releases three new CRM modules; and more.
The 2004 Service Leaders--Part I
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
The 2004 Service Leaders--Part II
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
The Week in Review: January 16, 2004
iPhrase Technologies has acquired Banter Systems, a provider of automatic classification software, in an all-stock transaction; Wausau Financial has chosen ServiceWare to provide the company with knowledge-powered customer support; and Surebridge announced it has appointed Paul Shorthose to its board of directors.
The Week in Review: December 5, 2003
Oak declines upping offer for Pivotal; Siebel rolls out hosted CRM in UK; IDC charts analytics growth; and more.
New Product Spotlight: October 29, 2003
Business Objects has announced the completion of integration between BusinessObjects Enterprise 6 and the PeopleSoft Enterprise Performance Management suite; Genesys Telecommunications Laboratories has introduced a new, hosted contact-center solution; and Remedy announced the release of Remedy Customer Support 5.0, an enhanced version of its customer service and support application.
New Product Spotlight: October 8, 2003
Genesys Telecommunications and Microsoft have announced the development of a packaged integration that links Genesys' call center suite with Microsoft's CRM applications; SPSS has released Clementine 8.0; and IBM and Callidus Software announced on Tuesday a global strategic alliance to deliver comprehensive incentive compensation management solutions for the insurance, banking, and telecommunications industries; and more.
Echopass, Genesys, and Salesforce.com Deliver Integrated Contact Center Solution
The solution, which is available immediately, is aimed at small and midsize businesses.
The Week in Review: September 12, 2003
Business intelligence (BI) solutions provider Actuate this week announced an expansion of its UpTrade Program; Sprint has unveiled five regional executive--briefing centers; Chordiant has announced the appointment of R. Andrew Eckert to Chordiant's board of directors.
ICCM Product Spotlight
Small to midsize contact centers were the clear winners at this week's International Call Center Management (ICCM) Conference and Expo.
New Product Spotlight
Onyx Software has released CRMExpress; WebSideStory has introduced new campaign analytics and optimization capabilities for its HitBox Enterprise analytics service; Genesys Telecommunications Laboratories is extending its Internet Protocol (IP) family with the introduction of Enterprise IP Contact Center.
New Product Spotlight: June 11
A flurry of new products from J.D. Edwards; Genesys calls you back; Silvon upgrades its EPM suite; and more.
New Product Spotlight: June 4
Oracle says the first phase of the product integration will help companies better automate and manage telephone interactions; NetLedger says it's new tool can create Web sites on which products and prices are dynamically updated; RightNow Technologies has released a new hosting management platform.
Smooth Operators
The stories of three contact center vendors that have put a great deal of thought into finding CRM tools that help them achieve their strategic goals.
Who's Minding the Mid-Market?
Mid-market CRM vendors are partnering with consultants to get your business. Here are 10 tips to help you select the right consultant for your needs.
J.B. Hunt's Agents Haul Its CRM Load
J.B. Hunt improved communications between its drivers and dispatchers, between on-the-road drivers and their families, and between the company itself and its customers.
The Week in Review: 2/28/03
Merger and acquisition news for Cobalt Group and Cowboy Corp.; Sybase and AvantGo. Product announcements from Alinean; FrontRange Solutions;ServiceWare. Exec changes at Connextions and Curl Corp.
ICCM Tip: Make It Personal
Rogers' message was for organizations to focus on individual customers based on the information customers provide.
Hot Projects
Executives' Guide to Call Center Excellence: Productivity Tools--A Little Technology Goes a Long Way
New tools enhance call center agent productivity.
Preview 2003--What's in Store for CRM? (PART 1)
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
Preview 2003--What's in Store for CRM? (PART 2)
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
Top Brass on the Move
Art Technology Group Inc. and Genesys Telecommunications Laboratories Inc., an Alcatel subsidiary, select new CEO and CTO, respectively.
SAP and Genesys Align For Greater User Support
Genesys Telecommunications Inc. and SAP AG are aligning their internal organizations so that either company can serve as a single point of contact on technical support calls for combined solutions.
Let's Just Say TTFN
Trends and Technology
Call Center Technology Steps Up
Mid-Market Message
Genesys rolls out Express IPCC, Commerce Route partnership to target booming arena
Genesys Bolsters Management
Names Laurent Philonenko COO; also industry hires at Accenture, Motorola, Kanisa, Astea, Whisperwire, Astute, ePeople, among others
Do You Hear What I Hear?
Genesys creates a voice portal; Avaya and Aspect also shout offerings; VXML is being heard
E.piphany's Big Buddy
CRM suite vendor joins forces with IBM Global Services
E.piphany, Genesys Join Forces
Integrate offerings to deliver real-time analytics and intelligent routing; arms contact center agents with latest customer info
Acquisition of Telera to Strengthen Genesys VoiceXML Plan
To help deliver web content by telephone, Genesys Laboratories Inc., a subsidiary of Alcatel, Wednesday unveiled an agreement to acquire Telera, a maker of extensible markup language voice solutions.
Salesforce.com Gears Up for Giant Clients
While the company is selling its Enterprise Edition, it's selling it to the larger end of its SMB client-base - an area the company has enjoyed phenomenal success, garnering nearly 1,200 new customers in the last three months alone to total nearly 4,500 customers today.
Genesys CEO Offers ROI Challenge
Genesys Telecommunications Laboratories Inc., a wholly owned subsidiary of Alcatel held its annual Gforce user conference in San Francisco this week with a focus on its customers.
CRM In Action
How are Hammacher Schlemmer, Nordea Bank, Bigchalk.com and Fifth Third Bank addressing CRM?
Web Conferencing Comes of Age
Save time and money on travel and heighten service levels by meeting online with colleagues, customers and prospects.
Meet Me in Cyberspace
Save time and money on travel and heighten service levels by meeting online with colleagues, customers and prospects.
Forget ASPs; BSPs are the New Way of Implementing CRM
BSPs, which represent the new way CRM solutions will be delivered, not only offer hosted solutions, but also provide integration and consulting services.
Death of the Call Center
Although the transition of the traditional call center to an interactive center is still very much in its infancy, few disagree that companies will eventually be forced to make the leap, if only to keep up with their competitors.
 
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