Upcoming Webinars
Upcoming Webinars offered by Genesys will be listed here. You'll hear from our technology partners, customers, leading analysts and thought leadership experts.
Minimum Disruption, Maximum Benefits: Migrating Your Contact Center to IP
Date: Thursday, Oct 30, 2008
Time: 12:00pm Eastern, 9am Pacific
Duration: 1 Hour
Are you shortchanging your contact center business goals?
Want to increase customer satisfaction and improve the operational efficiency of your contact center, but worried about the costs and other impacts of moving to IP? This webinar shows how a phased IP migration maximizes benefit while minimizing hassles, and provides tips and insights for making a successful migration. You’ll see how you can move beyond the limits of TDM technology and elevate your call center into a full-fledged customer contact management operation.
Join us to learn how your contact center can gain the benefits of IP migration while minimizing impact to your business.
Register now.
Taking Customer Service to the Next Level with SIP
Date: Wednesday, November 5, 2008
Time: 12:00 p.m. Eastern/9:00 a.m. Pacific
Duration: 1 Hour
Join Genesys and AutoCodes to learn how you can use VoIP and SIP to enable new customer service applications and better customer interactions. As a standard in multimedia interactions, SIP allows enterprises to:
- Intelligently outsourceM
- Integrate back-office experts, remote branch workers, and home-based agents into the customer service operation
- Increase customer service responsiveness
- Enable the Dynamic Contact Center
See how your organization can use the latest standards to drive efficiency and effectiveness in your customer service operation.
Register now.
Be notified via RSS when a new Webinar is scheduled, or browse our archived Webinar replays below.  ?
Genesys presents a
webinar series on the intelligent Customer Front Door.
Check the complete listing of upcoming events.
Archived Webinars - Play On Demand:
Date: Thursday, October 16, 2008
Recorded Archive Available Now
This one-hour webinar discusses how businesses are using customer-centric business process alignment to:
- Automate the dynamic assignment and distribution of tasks based on the urgency of arriving customer documents in real-time
- Support an end-to-end coordinated approach between CRM and BPM systems
- Determine the best available resource at the right time across departments
See how through customer-centric business process alignment you can build better customer loyalty and your business revenues.
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Emergency Communication Webinar – Is Your System Ready?
Date: Wednesday, October 8, 2008
Recorded Archive Available Now (Coming Soon)
In the minutes following a disaster, information exchange is vital, yet just 20% of agencies feel their notification system is well prepared. This complimentary webinar on government and citizen communication during emergencies can help you take your system to the next level of preparedness.
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Date: Thursday, 21st August 2008
Recorded Archive Available Now
This one-hour webinar shows you how the latest technology gives your callers a host of options beyond waiting for the next available agent and helps you keep them as brand champions. Specifically, you’ll hear how Costco has been able to do away with excessive hold times and use its contact center to build customer loyalty.
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Date: Wednesday 30th July 2008
10h30 GMT
Recorded Archive Available Now
Calling into an IVR is usually painful and time-consuming, listening to important but long lists. Adding a visual dimension enhances this calling experience, yet still keeps the caller in a self-service system.
- Increase the effectiveness of your IVR with the integration of images and video.
- See information in an easily understood visual format, as well as hearing it, which increases customer satisfaction.
- Enhance customer service and sales environments in any vertical sector
Hear examples of how and where video and images can be integrated into your IVR. It's not the future - it's here today!
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Date: Wednesday 9th July 2008
10h30 GMT
Recorded Archive Available Now
Raise customer satisfaction levels and reduce agent stress with a callback program. Instead of making customers wait on hold when the queue in the call centre is high, call them back at a time convenient to them and to your agents.
- Allow customers to retain their place in the queue without wasting time on hold
- Increase customer satisfaction and loyalty
- Improve agent satisfaction
We'll look at how this creates a win-win situation, using real case studies from across Europe.
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Date: Wednesday 26th March 2008
Recorded Archive Available Now
Identity theft is on the increase. Are callers who they say they are? How can you be sure? Find out how new technologies can reduce such fears, protect customer data and generally improve the customer experience.
- Reduce call lengths through voice "thumbprints" authenticating callers
- Testing at the start of a call can offer huge benefits - faster call conclusion for callers and cost reductions for the company
- Although currently seen mostly in the finance sector, this technology offers the same benefits to all vertical sectors.
Hear how some key blue chip customers have implemented these technologies with exceptional results for both parties.
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Date: Wednesday 5th March 2008
Recorded Archive Available Now
The iCFD (intelligent Customer Front Door) is a call routing application which:
- Collects caller intent, based on what they say, using speech recognition
- Determines how to treat the call based on that input and feedback from the back-end systems, CRM systems, agent availability and other pertinent data.
- Determines pro-actively where the caller should be routed and what service should be provided, (whether agent assisted or self service).
Discover how to enhance the customer experience through case study successes. Create tangible results as illustrated by a leading European airline and European telecommunications company. Hear their stories.
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Call Center Magazine: Beyond Satisfaction: How Your Contact Center Can Keep Customers Loyal
At this Web cast, you'll hear about nine strategies that can help keep your customers loyal and we'll present a case study that reveals how a contact center successfully applied these strategies in practice. In addition, our expert panelists will answer your questions about how you, too, can ensure satisfied customers remain loyal customers.
Recorded Archive Available Now
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Improve Productivity by Integrating Instant Messaging & Phone System
Find out how GETS helped Gates Corporation streamline employee communications without a technology overhaul - enabling faster, enhanced communication and a reduced time to market. Ultimately, GETS changed the behavior of Gates Corp employees.
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