Genesys Research Reveals Over Half of Customer Service Organisations Unprepared for Future Channels


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51.3% not prepared for future channels such as web chat and web apps – up
from just 32% in 2012
Research available at Call Centre and Customer Management Expo 2013 – Stand

CCExpo, London – October 2, 2013 – Genesys, a leading provider of customer
service solutions, has announced the results of new customer service
research which shows that, at a time when consumers are increasingly in the
driving seat, the majority of companies do not feel their technology is
prepared to cope with future channels. The results are available at the Call
Centre and Customer Management Expo 2013, 2nd-3rd October.

Visitors are also invited to take part in a Genesys interactive workshop:
‘The smartphone: a catalyst for deep-rooted change in the modern contact

Key Facts:
. At a time when the integration of multiple channels has emerged as a key
concern for contact centre managers, the results of new independent research
commissioned by Genesys and ProtoCall One show that the vast majority of
companies feel that their technology is unprepared for channels such as web
chat and web apps. This new research highlights future trends and underlines
changes in the multichannel contact centre market. A copy of the research
will be available on the Genesys Stand D42.
. In addition, on Thursday 3rd October, Richard McCrossan, Strategic
Director Digital Channels at Genesys will deliver a workshop: ‘The
smartphone: a catalyst for deep-rooted change in the modern contact centre’.
Here he will look at bridging the gap between the smartphone and the contact
centre, giving attendees the opportunity to rate their own apps in terms of
customer usability.
. Other Genesys products and acquisitions being demonstrated at the
exhibition include advanced cloud solutions with Angel and SoundBite, as
well as more advanced analytics across customer service channels with Utopy

Supporting Quotes:
“Customers have long expected to be able to engage with a company whenever,
wherever and via whatever channel suits them,” commented Keith Wilkinson,
Vice President for the UK & I and Africa at Genesys. “The integration of
mobile apps and web chat into customer engagement models is one of the key
issues facing organisations in 2013. Although many organisations recognise
the need for web chat and mobile apps, many feel that they’re still
unprepared for these developments in the customer service sphere.”

“The Call Centre and Customer Management Expo provides the opportunity for
contact centre decision-makers to take part in and see live demonstrations
of how to bridge the gap between the smartphone and the mobile.
Organisations will learn the benefits and the most effective ways of
implementing a fully unified mobile strategy, which meets the demands of the
ever-evolving customer.”

About Genesys:
Genesys is a leading provider of customer service and contact centre
solutions. With more than 2,000 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day across
the contact centre and back office, helping companies deliver fast and
optimal levels of customer service with a highly personalised cross-channel
customer experience. Genesys also prioritises the flow of work to back
office personnel resulting from any customer interaction, internal workflow
or business application, optimising the performance and satisfaction of
customer-facing employees across the enterprise.

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