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

NEW ORLEANS – May 28, 2014 – Genesys (, a leading provider of customer experience and contact center solutions, today at G-Force New Orleans introduced Genesys Guru, a new portfolio of cloud-based expert 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 technologyinvestments.

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 Optimization applications and other analytics or operational solutions. These new services include access to:

• Planning experts to help maximize operational and workforce efficiencies through optimal configuration, forecasting and scheduling
• Interaction Analysis experts to optimize 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 centers and other touchpoints – by collecting, analyzing 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 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.”

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 center 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 realize these benefits.”

Genesys will host a webinar entitled “Take the ‘Work’ Out of Worforce Optimization” to showcase this new offering on June 4, 2014 at 2 pm Eastern Time. For more information on this webinar and to register, please click here.

About Genesys
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platformpowers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at or call us at +1.888.436.3797.

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