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Customer Experience

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Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences.

Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.

https://www.genesys.com/
FEATURED

2021 Contact Center Buyer's Guide

NEW DECADE, NEW DRIVERS

The customer service landscape has irrevocably changed. For contact centers, knowing which trends are driving the essentials for modern customer experiences and fuelling rapid innovation is paramount.

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Seven Steps for Delivering Next-Generation Digital Customer Service

Seven Steps for Delivering Next-Generation Digital Customer Service

You probably know that the majority of customers initiate interactions in a variety of channels to address a single need. But did you know that most of these journeys begin not with a phone call but with a click or a tap?

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Companies understand the urgent need to create engaging and effortless digital experiences. In fact, 88% of businesses surveyed are currently undergoing a digital transformation. And 42% are investing in new digital channels to more effectively serve their clients.

Work smarter, not harder

"Blending AI with human agents allows enterprises to achieve the strength of both. Enterprises that have blended AI with human agents report that their customer service efforts are more effective at improving both customer satisfaction (61%) and agent satisfaction (69%)."

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"87% of customers want to receive proactive communications from companies regarding customer service issues."

- Forbes

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The Future of AI in Customer Service

What should we be thinking about today, ahead of an AI-enabled tomorrow?

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The AI-Powered Contact Center

The AI-Powered Contact Center

Artificial intelligence (AI) is changing our world. From life-saving medical services to interpersonal connectivity, the many benefits of applied AI are just beginning to be realised. Applying AI helps your business and customers connect, communicate and develop a relationship.

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This paper looks at how AI can:

  • Unify customer data throughout engagements
  • Orchestrate real time AI-driven customer and employee experiences
  • Continuously personalise engagements throughout the customer journey

“We certainly were not the experts. We needed Genesys expertise and experience to build the right training for our teams.”

- Nichole Thomas, Coca-Cola

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Are you ready to upgrade to the cloud contact center?

In our hyper-competitive world, response times matter. With a cloud product, you can enjoy a simple and user-friendly interface that empowers employees - and save valuable IT resources and expertise for other tasks.

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Easy. Accessible. Digitally minded. Ever-improving.

Your customers demand these qualities from your engagement experience. It's time to demand the same from your contact center framework.

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