News : Genesys Introduces New Cloud-Based Services
New Orleans, May 28, 2014 -- Genesys, a provider of customer experience and contact center solutions, introduces Genesys Guru, a new portfolio of cloud-based services that help customers realize the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimization (WFO). Genesys Guru offers customers expert services to identify, analyze and optimize business processes and workforce issues that may jeopardize their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments.
Genesys Guru delivers business and operational expertise, best practices, and analytical insights to accelerate time to value and to achieve operational cost savings and desired business performance. By reducing risk and pressure associated with the planning, analysis and ongoing improvements of business processes and workforce performance, Genesys customers can focus on what matters most to their operations, workforce and overall business of consistently delivering great customer experiences with engaged and motivated employees.
"Guru brings new cloud-based expertise in workforce optimization and CX transformation to help organizations of all sizes achieve new levels of efficiency and business performance," said Reed Henry, Chief Marketing Officer, Genesys. "These unique expert services complement our comprehensive Customer Experience Platform, and accelerate the momentum we’ve built in the market. Guru fills a void in the market by closing the gap in the skills and expertise required to effectively manage digital and voice customer interactions and journeys."
Posted by Veronica Silva Cusi, news correspondent
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Genesys is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Friday, May 30, 2014