Genesys Whitepaper Explains How Dynamic Contact Center Adds Business Value
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SAN FRANCISCO, Feb. 22:
WHAT: Can your contact center automatically respond to rapid changes? Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has written a new whitepaper "Genesys 7.5: Delivering the Dynamic Contact Center" designed to help businesses respond to the ever-changing dynamics of customer service by outlining ways to orchestrate company resources and align them with customer needs.
This new whitepaper was written for companies that want to improve the way they adapt to real-time changes within the contact center -- for example, how an airline can best respond to increased call volumes during weather delays, or how a company can manage traffic spikes due to a customer event, market conditions or other circumstance.
The Dynamic Contact Center transforms the way service centers provide customer service by automatically optimizing customer traffic, internal resources and business outcomes. While contact centers can manually adjust to changing patterns, an advanced -- or 'dynamic' -- contact center has the know- how and technology to make automatic adjustments in real-time. Learn how to balance these needs to improve the customer experience, increase agent productivity and satisfaction, and drive revenue with efforts to enhance loyalty and up-sell customers.
The whitepaper defines a path for businesses to orchestrate all areas of customer service automation and takes an in-depth look at how to implement the capabilities needed to respond to change, including consolidation and virtualization of resources; proactive notification; reporting and analytics; and integration of branch, remote and expert agents.
Today, fewer than 15 percent of global businesses have achieved the level of customer service required to be considered a Dynamic Contact Center, according to a recent survey of more than 25 industry analysts who specialize in tracking customer care. But analysts also expect a growing number of major initiatives from enterprises attempting to reach that milestone.
IN PERSON: To see a demonstration of dynamic contact centers in action, please visit Genesys at SpeechTEK, Feb. 22 or Feb. 23, at the Hilton San Francisco, booth 311.
IN PRINT: Register to receive the free whitepaper at www.genesyslab.com.
To learn more about Genesys' plans to improve customer service one DCC at a time, please contact David Radoff, Genesys, 650.466.1078, dradoff@genesyslab.com.
Source: Genesys Telecommunications Laboratories Inc.
CONTACT: David Radoff of Genesys, +1-650-466-1078, or dradoff@genesyslab.com
Web site: www.genesyslab.com/
