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CRM
February 9, 2011
Koa Beck |
Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement Alcatel-Lucent has released the Genesys Social Engagement solution, which monitors, analyzes, and connects consumers over social media and traditional channels, providing visibility into customer engagement and community trends.   |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
May 4, 2015
Maria Minsker |
Genesys Furthers Integration with Skype for Business Customers no longer have to sacrifice functionality due to a limited integration. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM
March 2011 |
The 2011 Rising Stars Whether these four companies will keep ascending and ultimately join the leaderboard remains an open question. By focusing on where customer service is headed, they are on the right track. |
CRM
April 2008
Marshall Lager |
The 2008 CRM Service Awards: Contact Center Infrastructure Replacing computer-telephony integration, this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top. |
CRM
March 19, 2014
Maria Minsker |
Genesys Acquires Social Customer Care Provider Solariat With the acquisition, Genesys aims to expand its social media engagement capabilities. |
CRM
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
August 24, 2011
Leonard Klie |
Alcatel-Lucent Unveils a New Strategy for Genesys Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations. |
CRM
March 2010
Jessica Sebor |
The 2010 CRM Service Awards: Service Leaders - Contact Center Infrastructure In the face of close competition, Genesys Telecommunications Laboratories edged out other vendors to reclaim the title it lost to Avaya in 2009. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
March 16, 2015
Maria Minsker |
Genesys Debuts the Latest Version of Its Customer Experience Platform Updates include new omnichannel journey management capabilities. |
CRM
January 9, 2013 |
Genesys Extends Contact Center Routing to Support Microsoft Lync Genesys, a provider of customer service solutions, has integrated Microsoft Lync with its customer service platform, creating a combined voice platform that enables companies to unify contact center interactions and enterprise communications. |
CRM
August 1, 2006
Coreen Bailor |
On the Scene: G-Force 2006--Model Maturity Many organizations struggle to communicate with customers across channels and departments. Looking at metrics is essential to improving performance. Here are highlights of a contact center capability model. |
CRM
June 12, 2012 |
Genesys Announces Klout Score Integration Genesys, a provider of customer experience solutions, today announced the integration of Klout within its Genesys Social Engagement solution. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
May 2003
Rochelle Garner |
Smooth Operators What companies can learn from how contact center vendors use CRM -- and profit from it. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
November 14, 2012 |
Genesys Releases Genesys One The solution combines uniquely packaged customer service best practices with Genesys 8 software. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
February 10, 2014 |
PowerObjects Releases PowerSocial, an Dynamics CRM Add-on for Social Media Management PowerSocial Users can post and monitor Twitter and LinkedIn messages directly from Microsoft Dynamics CRM. |
CRM
May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
CRM
August 7, 2010
Juan Martinez |
CRM Is Still All About Location Ian Jacobs, customer interaction analyst at Ovum research group, shared his predictions about the ways businesses will soon take better advantage of mobile customer interactions. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
August 1, 2005
Coreen Bailor |
Blooming Customer Service A multichannel flower retailer's handling of peak holiday call volume blossoms by deploying Genesys and NetByTel voice solutions. |
CRM
February 2015
Paul Greenberg |
Gloomy CRM Forecasts Lead to New Opportunities The technology's benefits are too obvious to ignore. |
CIO
March 25, 2011
Kim S. Nash |
Integrating Social Media Is Hard to Do CIOs want to integrate social media updates with enterprise CRM systems, but the tools to do so are still emerging. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
CRM
September 2013
Donna Fluss |
Meeting the Social Media Challenge Build a system that works for your company. |
CRM
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
CRM
August 10, 2010
Joshua Weinberger |
CRM Evolution '10: All the Links You Need Your one-stop shop for all the links, coverage, and blogposts of this year's conference. |
Search Engine Watch
September 16, 2010
Jacob Morgan |
Visualizing the Social CRM Process This simple six-step process will help you create a social customer relationship management strategy for your organization. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
