The 2021 Contact Centre Buyers Guide with Genesys

Please note, by downloading this piece you agree to share your details with Genesys and their selected partners subject to their privacy policy. You have the right to object.

Innovation is key to success, as business requirements have shifted extensively within the last year, prioritising the value of contact centre technology.

As customer contact leaders continue to evaluate new solutions and monitor evolving trends, this guide is on hand to provide you with a key understanding of what's driving rapid innovation and how organisations are already putting these innovations to work.

With key insights across digital engagement, remote work and operations, collaboration tools, AI and automation and cloud platforms, download this insightful guide by Genesys above.

These critical trends are defining the essential capabilities to drive a modern and dynamic contact centre in 2021 and beyond.

“We’re now able to route, measure and expand new digital channels as customer preferences change.” - Aarde Cosseboom, Senior Director of GMS Technology, Analytics and Product, TechStyle Fashion Group

Exploring each key trend for 2021, this guide navigates the key challenges being faced by customer focused executives, how to overcome these challenges and insightful case studies on these solutions and tools are transforming business processes and performance.

One client saw up to 97% reduction in abandoned call rates as well as greater agility and scope for working from home with Genesys Cloud enabled agents. As this demonstrates, how these solutions continue to allow businesses to streamline their processes and alleviate common challenges.

Adaptability and an agile mindset has never been more critical across business functions from IT, customer service, experience and agents. In today's landscape, the reach of modern cloud platforms has been proven to deliver the agility, stability and scalability that shifting customer expectations demands. Explore how you can advance your contact centre operations by adopting these advanced tools below.

As customer facing leaders, we all wish we had a crystal ball to predict the future expectations of our customers and industry trends. So therefore preparation of what is anticipated next is critical, to expect the unexpected, drive memorable experiences and unparalleled services.

Please note, by downloading this piece you agree to share your details with Genesys and their selected partners subject to their privacy policy. You have the right to object.