Alliance Organization:
Genesys Telecommunications Laboratories
On the Web:
www.genesyslab.com
Related Links:
Genesys intelligent Workload Distribution.
Genesys Cross Channel Conversations.
Overview:
Accenture teams with Genesys to help organizations increase performance and reduce costs by optimizing customer experiences across multiple communications channels, including phone, Web, fax, chat and SMS.
Organizations that provide efficient and personalized service consistently outperform those that overlook this opportunity for lasting differentiation. This approach is validated by Accenture High Performance Business research, which shows that high-performance businesses are masters of customer service and use technology innovation to transform business performance. Genesys software optimizes service delivery by integrating with existing applications, pooling service resources virtually, monitoring status and intelligently managing changing work priorities. To provide performance management, the Advisor solutions speed recognition of issues that affect service, revenues and costs by providing visibility into how operations are performing in real time.
Loyal customers that generate higher average revenue, along with the savings derived from reduced agent requirements and turnover, mean that Genesys solutions deliver strong return on investment in both strong and weak economies.
Genesys is a leading provider of open standards software to orchestrate customer service across communication types in real time, with a full range of support (self-service, agent and specialist). Market leaders in 28 global industries and more than 60 percent of the Fortune Global 100 rely on Genesys solutions, which are also consistently rated as industry leading by analysts.
Joint solutions:
Accenture and Genesys have worked together to deliver more than 140 engagements worldwide since 2001. Genesys software enhances Accenture’s solutions for clients in the communications, insurance, government, utilities and banking industries. Accenture leverages its wide experience and research-based understanding of High Performance Business to help clients implement Genesys software solutions to build strong brands, reinforce customer loyalty and manage costs to weather the downturn and emerge stronger than ever.
"Optimizing service delivery requires managing conversations across multiple touch points and orchestrating resources based on abilities and priorities. Accenture and Genesys have demonstrated the ability to provide our clients with solutions that translate effective management of interactions into better business performance."
— Paul Segre, president, Genesys
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