Genesys Introduces New Cloud-Based Expert Services to Further Enhance Customer Experience Investments


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New Genesys Guru Offering Unleashes The Power of Great Customer Experience

Frimley, UK – June 10, 2014 – Genesys (, a leading provider of customer experience and contact centre solutions, has introduced Genesys Guru, a new portfolio of cloud-based expert services that help customers realise the full power of their investments in the Genesys Customer Experience Platform, with initial offerings focused on Workforce Optimisation (WFO). Genesys Guru offers customers expert services to identify, analyse and optimise business processes and workforce issues that may jeopardise their customer experience, impact their ability to meet regulatory requirements, or delay their time to value with their technology investments.

Genesys Guru delivers industry-leading 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.

Access to New Cloud-based Expertise Powers Differentiated Customer Experiences
Guru provides customers with access to new capabilities previously only available via direct hiring and reduces the associated cost and complexity of recruiting, hiring, training and retaining experts to manage Workforce Optimisation applications and other analytics or operational solutions. These new services include access to:
• Planning experts to help maximise operational and workforce efficiencies through optimal configuration, forecasting and scheduling
• Interaction Analysis experts to optimise speech and text analyses, to improve workforce quality and performance, to understand the voice of the customer and to enable continuous KPI improvement
• Business Performance experts to identify recommendations and benchmarks for the improvement of the overall customer journey – across contact centres and other touchpoints – by collecting, analysing and interpreting all performance and workforce data from across the business

Guru can be tailored to unique customer needs, ranging from Genesys experts working alongside customers’ operations teams to address implementation, daily reporting and regular solution tuning needs to options with Genesys experts taking on the bulk of the planning, analysis and management of the system.
“Guru brings new cloud-based expertise in workforce optimisation and CX transformation to help organisations 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.”

Guru complements both cloud-based and on-premises deployments of Genesys Customer Experience Platform Editions, with a variety of flexible service offers, competitively priced based on service duration and scope. Guru experts can work with existing customer resources and deployments, or as part of a new, complete Cloud solution.

“The WFO market remains one of the fastest growing segments in the contact centre market due to the value and benefits these solutions contribute to enterprises and their customers,” said Donna Fluss, President, DMG Consulting LLC. “These suites are dedicated to enhancing the customer experience and providing insights into the customer journey while improving both the customer and employee experience and reducing operating costs. The new Genesys managed service offering is designed to help their customers realise these benefits.”

Genesys hosted a webinar entitled “Take the ‘Work’ Out of Workforce Optimisation” to showcase this new offering. To listen to the On Demand Webinar, please click here.

About Genesys
Genesys is a leading provider of multi-channel customer experience and contact centre solutions. With over 4,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact centre, front and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalised experiences across all touchpoints, channels and interactions.

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