corporate overview 0406

8/12/2019 Corporate Overview 0406

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Corporate Overview

Howdo your

customersfeelaboutcustomerservice?


2/13

72%of consumershave entered their account number

into the phone and then been

asked to repeat it.

A woman answered my call and said her name was Rachel.

She asked for my 12-digit account number.

I explained there was a billing error on my account.

She transferred me to an automated phone menu.

I pushed seven to speak to a service representative again.

A man answered my call and said his name was Michael.

He asked me for my 12-digit account number

I felt frustrated,like my businesswasnt important

to them.


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I was placed on hold for several minutes.

I listened to product messages aboutproducts I had no interest in.

When I was finally able to speak with a real person,

he put me on hold... again.

I stoppeddoing businesswith them.

85%of consumerssaid they would stop using a companys

product or service following a bad

call center experience.


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We can help

The Genesys software suite delivers exceptional

contact center and customer service capabilities.

It runs the call center systems of today and leads the way

to the open IP contact center of tomorrow.


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StopCustomerFrustration

Genesys stops customer frustration. The instant your customer

calls, you see all previous interactions theyve had with your

enterprise and know what they need right now. Customers are

connected to the right resourcethe first time. This empowers

your agents to know just what to say to provide highly responsive

service. Calls are routed efficiently which means faster service,

fewer transfers, quicker issue resolution, no more frustration.

Genesys has helped the city of Houston

reduce average wait time from three minutes

to ten seconds. Houston 311


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DriveContact CenterEfficiency

Genesys drives efficiency. From disparate call centers to an integrated,

virtual contact center, customers have a consistent experience and

are connected to the right resourceeven someone outside the

contact center. Convenient, self-service options expedite service while

reducing handle time and service delivery costs. Genesys integrates

with more leading hardware and software systems than any other

vendor including IP environments. Youll realize a boost in agent

productivity as Genesys helps your team better utilize downtime and

avoid job burnout. Reporting provides a clear view of your operations.

Using Genesys weve taken out costs of 150 million

pounds already in the last three years. Well take

out another 80 million this year and estimate to

save another 120 million over the next two years.

Overall, well reduce costs in our business by close to

one half a billion pounds in a six year period.

BT


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AccelerateBusinessInnovation

Genesys accelerates business innovation. You initiate interactions

based on your business agenda. You can offer predictive service,

gain operational insights and capture revenue opportunities.

Customers interact how and when they want: phone, e-mail, Web

chat, IM and even video calls to build loyalty and delight customers.

Go beyond the contact center to unify your entire enterprisebranch

experts, back office, information workers. Our open architecture

integrates with your existing systemsCRM, databases, switches

and IP environments. Accelerate and win with Genesys.

Genesys lets us work the way we want.

During our peak holiday season we received

about 300,000-400,000 calls a day

we had no problemseven our CEO was

impressed. Virgin Mobile


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ComprehensiveServices

Genesys offers comprehensive services

and support to ensure your success.

We offer Business Consulting to

strategically map the best course of

action for your contact center.

Our pre-and post-sale Professional

Services are available to assist in

implementation at all stages.

Ongoing Technical Support and training

at Genesys University help keep

your operations running efficiently

while making the most of your Genesys

investment.

GlobalPartners

Our partnersunderstand your business

needs and expand your system functionality.

Our extensive ecosystem of partners

combined with Genesys, offers a robust

solution to ensure your success.

Systems Integrators

Value-added Resellers

Technology Partners

Managed Services

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Business

Consulting

Professional

Services

Technical

Support

Genesys

University+ + +


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CustomerSuccess

Genesys has delivered contact center software and

services for over ten years and is chosen by more

industry leaders than any other vendor world-wide.

Over 3,000 of the worlds industry leaders trust

Genesys for their contact center solutions including:

20 of the 25 worlds largest telecom companies

4 of the 5 worlds largest commercial banks

4 of the 15 worlds largest energy companies

4 of the 5 worlds largest insurance companies

7 of the 15 worlds largest managed healthcare

organizations

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Financial Services

ABN AMRO

ANZ Bank

Bank of America

Barclays

Merrill Lynch

Swiss Life

Vanguard

Visa

Government

Australian Tax Office

General ServicesAdministration

Houston 311

National Park Service

New York City 311

US Department of

Justice

US Mint

States of Arizona,Colorado, Florida,Kansas, Michigan,Oregon, Texas,Virginia, Wisconsin

Telecom

AT&T Wireless

BT

Deutsche Telekom

Qwest

Telstra

Verizon

Virgin Mobile

Vodafone

Insurance

Blue CrossBlue Shield

Fennia

Groupama

The Hartford

Swiss Life

Travelers

Insurance

Healthcare

Blue CrossBlue Shield

GlaxoSmithKline

Kaiser

Medco Healthcare

WellPoint

Travel

Air Canada

Lufthansa

Outrigger Hotels& Resorts

Travelocity

United Airlines

Utilities

NiSource

Nuon Belgium

Oklahoma Gas &Electric

PWN

Tampa ElectricCompany

Retail

1-800-FLOWERS.COM

Columbia House

Hollywood Video

Home ShoppingNetwork (HSN)

Sears


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Can we

help you?Genesys is the worlds #1 contact center

software company. Our integrated, award-winning

products and quality service help you to:

Stop Customer Frustration

Drive Contact Center Efficiency

Accelerate Business Innovation

For more information, visit us online atwww.genesyslab.com.

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Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc.

All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized.

2006 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Americas

Corporate Headquarters

Genesys

2001 Junipero Serra Blvd.

Daly City, CA 94014

USA

Tel: +1 650 437 1100

+1 888 Genesys

(US Toll Free)

Canada

Tel: +1 506 658 1080

Argentina

Tel: +54 11 4341 4690

Brazil

Tel: +5511 5185 8656

Mxico

Tel: +5255 5284 2822

Andean

Tel: +571 638 6314

Mercosur

Tel: +5411 4341 4690

Europe, Middle East, Africa

EMEA Headquarters

Genesys House

Mulberry Business Park

Fishponds Road

Wokingham

Berkshire

RG41 2GY

Tel: +44 118 974 7000

The Netherlands

Tel: +31 35 528 9080

Belgium

Tel: +32 2 403 1228

Finland

Tel: +358 400 413 435

France

Tel: +33 1 41 10 17 17

Italy

Tel: +39 02 61 80 91

Germany

Tel: +49 89 45 12 590

Spain and PortugalTel: +34 91 572 6721

Sweden

Tel: +46 8 590 041 98

Czech Republic

Tel: +420 2 2421 5224

Poland

Tel: +48 502 651846

Asia Pacific

APAC Headquarters

Genesys Laboratories

Australasia Pty Ltd

Level 14, 80 Mount Street

North Sydney NSW 2060

Tel: +61 2 9463 8500

Korea

Tel: +82 2 565 2478

Taiwan

Tel: +886 2 8780 6650

China

Tel: +86 21 6288 0277

Japan

Tel: +81 3 5649 6821

Singapore

Tel: +65 6723 9886

India

Tel: +91 124 502 8888

To learn more about Genesys solutions, visit www.genesyslab.com

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