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Genesys Telecommunications Laboratories

Customer Service

Best Practices for Implementing an IP/SI P Contact Center:...

Today, providing a superior experience means giving your customers the service they want. But there are a number of challenges that make this difficult....


Genesys Telecommunications Laboratories

Social Media Marketing

Bridging the Great Divide: Best Practices for Integrating...

This white paper aims to give a greater understanding of how to successfully integrate social media operations with customer service and leverage those...


Genesys Telecommunications Laboratories

Communications Services

Getting closer to the customer: A challenge for the C-suite...

This Economist Intelligence report from Genesys aims to provide better understanding of what your customers expect in their interactions with your company...


Genesys Telecommunications Laboratories

Mobile Device Management

Taking Aim at a Moving Target: Creating Better Customer...

Smartphones and tablets have transformed the business landscape at breakneck speed. This white paper explains the customer expectation for mobile and why...


Genesys Telecommunications Laboratories

Customer Experience Management (CEM)

Five Tech Trends That Redefine the Customer Experience

This eBook looks at five tech trends that are shaping the ways in which customers access information and interact with companies.


Genesys Telecommunications Laboratories

Customer Experience Management (CEM)

Omnichannel is No Longer Optional: Connecting the Contact...

This eBook looks at the importance of an omnichannel contact center in delivering a high-quality customer experience.


Genesys Telecommunications Laboratories

Customer Experience Management (CEM)

Omnichannel is Not Optional

This infographic looks at how offering an omnichannel program will improve future customer experience.


Genesys Telecommunications Laboratories

Cloud Computing

Ten considerations for moving your contact center to the...

This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact center.


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