Genesys Resources

Genesys Blog Sustainability in the enterprise: Availability, Security and Privacy

Genesys has been powering customer experiences for some of the biggest global brands for more than three decades — touching the lives of millions of people every day. But over the past year, the COVID-19 pandemic shifted consumers’ perceptions of what businesses can — and should — do for the world.
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Genesys Case Study Utah speeds contact tracing capabilities and prepares for a surge in vaccine distribution using the cloud

The Utah Department of Health (UDOH) recently migrated several core COVID-19 response systems to Amazon Web Services (AWS). With the cloud, the state is better positioned to handle increased demand in tracking vaccine distribution and administration activities across its communities this spring.
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Genesys Case Study Making a Case for the Customer Experience in Government

Find out how public-sector employees at all levels can make a better case for Customer Experience (CX) in government. GovLoop and Genesys, a leading customer experience solutions provider, conducted a survey of 219 government employees in which respondents shared their views and challenges regarding...
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Genesys Datasheet Making a Case for the Customer Experience in Government

GovLoop partnered with Genesys, an industry leader in customer experience (CX) solutions, for this survey of 219 public sector employees about specific challenges to enhancing CX and ways to prioritize it in government.
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Genesys Datasheet PureCloud for Salesforce

With PureCloud for Salesforce, you can merge all your organization’s tools, efficiently providing the best customer experience. Empower your cloud contact center with tools that not only work well, but work well together.
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Genesys E-Book Government Customer Experience Imperative EBook

In this eBook, we'll explore what government gets right and wrong in customer service, and how some agencies are putting customers first in an effort to better meet their missions.
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Genesys E-Book Genesys Cloud

The Genesys Cloud™ solution makes interacting with prospects and customers simple. Built to handle any channel, Genesys Cloud can turn calls, email, chats and social comments into one seamless conversation
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Genesys E-Book Genesys Prescriptive Migration

Contact center technology should empower you to know your customers and intelligently respond to them where, when, and how they prefer. It should help IT teams use cutting-edge technology to easily deliver what your business needs with value that exceeds its cost. And it should give you a foundation to harness the power of artificial intelligence (AI), digital and cloud. If yours doesn’t, it might be time for a change.

The details on this approach, along with what kind of results to expect, are laid out in our comprehensive eBook―Prescriptive Migration: The art of simplified migration with proven ROI. It is the culmination of all our migration experience in a few short pages.

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Genesys E-Book Five Cloud Deployment Types Every Contact Center Should Consider

Choice. It’s a powerful word. But when it comes to your enterprise contact center, it’s easy to feel locked in.

Unlock the power of your choice. Get the guidance you need to chart your path and join the cloud revolution in this ebook: Five cloud deployment types every contact center should consider.

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Genesys Guide 2022 Contact Center Buyer’s Guide

The start of 2022 marks two years since the world began hearing about the outbreak of a highly contagious new strain of coronavirus. It’s now quite clear: The global COVID-19 pandemic has permanently changed how we live, work and do business.

It has also made many of us rethink what’s most important — in our personal lives and at work. And customer experience (CX) leaders echoed these sentiments when discussing the defining trends. This guide connects those trends to the key functionalities you’ll need to take customer and employee engagements into the future.
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Genesys Infographic Contact Tracing Made Simple with Genesys

Genesys Contact Tracing Strategy on an a cloud, omnichannel platform.
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Genesys Infographic Genesys Forrester Blended AI Infographic

Explore this infographic from Forrester to see how and why businesses are discovering the benefits of a solution that blends AI with the human touch to improve customer and agent experience.
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Genesys Infographic Make Customer Experience Your Mission

Government’s primary responsibility is to its citizens. Unfortunately though, customer experience (CX) in government often don’t measure up to citizens’ expectations. But today, a new opportunity exists for agencies to incorporate CX as a key component of their missions.
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Genesys Podcast Operation Automation: How AI is Modernizing Citizen Engagement with Government

Government agencies have witnessed an uptick in citizen requests, as the COVID-19 pandemic caused widespread uncertainty. All of this activity took a toll on government agencies, particularly the call center agents, who had to respond to dramatic growth in requests without corresponding increases in...
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Genesys Radio Show Federal News Network: AI, Intelligent Automation Gives Agencies New Capabilities to Improve Citizen Services

In an onsite interview with Federal News Network, Dave York, the Senior Vice President of U.S. Public Sector for Genesys shares how agencies can use RPA, AI and intelligent automation to continue and accelerate their digital transformations and improve citizen services.
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Genesys Radio Show Federal News Network: Why Customer Experience Must Be More than a Mission Enabler

Why does customer experience matter? During this onsite interview with Federal News Network, Dave York, the Senior Vice President of U.S. Public Sector for Genesys addresses this question and shares how agencies can improve how they deliver services to citizens.
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Genesys Resources Proactively Handling Constituent Calls

The City of Avondale sought an IVR platform solution that would address ever-growing constituent calling volumes, improve access to family assistance resources, and reduce utilities disconnects in the community. The City sought to make these improvements without requiring costly capital investments...
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Genesys Resources State of Michigan Department of Human Services Uses Genesys to Serve Citizens

The State of Michigan Department of Human Services (DHS) administers federal funds for public services — such as food, medical, financial, and heating assistance, as well as child protection and family welfare services — through a network of approximately 100 state-wide offices...
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Genesys Resources 4 Ways AI Can Help Agencies Provide Constituents with Unparalled

By using innovative customer experience (CX) design, agencies have been able to tap into the power of AI chatbots and voice bots to improve the constituent experience.
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Genesys Resources Contact Center Modernization: Raising the Bar on Customer Service

Contact centers are the public face of many government organizations and often serve as the first point of contact with an agency. Chad Cole, director of solution consulting for North American public sector at Genesys, says modernization can improve the contact center experience for callers and the...
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Genesys Resources Blended AI for Customer Experience Bots and Automation Collide

Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or "Blended AI by Genesys," addresses the entire customer journey for the best poss...
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Genesys Resources Turn on Great Customer Experiences in Government

Experience Platform—in the cloud, on-premise and hybrid—provides both customer-facing and back-office solutions that have made a demonstrable difference in many government agencies’ customer experience.
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Genesys Resources FCW Cloud Summit: Best Practices when Migrating to the Cloud

Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that...
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Genesys Resources Connecting Customer Experience to Employee Engagement

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Genesys Resources Making a Business Case for Customer Experience in Government

Good customer experience is much more than achieving customer satisfaction. Regardless of whether it’s coming from the private or public sector, good CX must be: accessible, engage customers on the channel of their choice (digital, in person or voice) and proactive in determining customer needs. In...
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Genesys Resources How the Cloud Enables a Secure and Safe Customer Experience Made for the 21st Century

Security standards can be used to evaluate the strength of cloud solutions and why they are essential when evaluating cloud offerings.
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Genesys Resources The power of AI

Tools and automation help agencies deliver on the promise of better customer service.
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Genesys Resources The Top Government Innovations for 2019

For many government agencies, 2019 has been a mix of experimentation and measured progress toward meeting clearly defined goals. On the cybersecurity front, there’s a realization that business as usual is no match for the rise of ransomware attacks. Add to that the ongoing challenge of workforce...
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Genesys Solutions Briefs Modernizing the Government Contact Center: Three Practical Steps

How to start replacing an outmoded legacy system with a platform that supports outstanding customer service
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Genesys Solutions Briefs Connecting Customer Experience to Employee Engagement

GovLoop and Genesys partnered to survey government employees to find out their views about customer service and employee engagement. GovLoop also interviewed Jodi M. Thompson, Senior Principal Business Consultant for Strategic Business Consulting, and Stefan Captijn, Senior Director of Product Marke...
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Genesys Solutions Briefs GovLoop and Genesys Connecting Customer Experience to Employee Engagement

To address the gap in service delivery and bridge the disconnect between government and citizens, more agencies need to adopt better technologies and consistent practices. This will help empower employees so they can deliver better and more consistent services to their citizens.
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Genesys Solutions Briefs The Potential of Artificial Intelligence in Government Citizen Engagement

GovLoop partnered with Genesys, a leader in citizen experience platforms, for this research brief. In the following pages, we analyze the survey results of 217 public-sector employees who were asked about their perceptions of and experiences with artificial intelligence, automation and chatbots
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Genesys Solution Briefs How the Cloud Enables a Secure and Safe Customer Experience Made for the 21 Century

A recent survey from Genesys and GovLoop of U.S. government agency employees finds that 65% reported customer experience (CX) as a priority at their agency. And nearly 92 percent also claim cloud technology strategies are significant component to improve their customer experience. Yet, only 27% said...
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Genesys Video The Future of Government Technology: Can AI and Chatbots Really Revolutionize the Citizen Experience?

The next stage for these agencies is to shift AI and chatbots from buzzwords to deployable technologies. And government agencies must combine intelligent automation and human employees to optimize the citizen experience.
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Genesys Video The Human Aspect of Artificial Intelligence

AI and chat bots have the power to transform the way government agencies interact with their citizens and employees. View the Genesys webinar hosted by Tara Griffin, Senior Manager, Strategic Solutions, Genesys as she shares: How AI and chat bots can both transform the citizen experience, while reduc...
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Genesys Webinar Can Cloud Improve Gov’t CX?

How can moving to the cloud support government’s effort to improve the customer experience (CX)? 92% of government agency members reported that moving to the cloud could have a significant impact on their CX, according to a survey conducted by Genesys and GovLoop. This on-demand training shares: How an...
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Genesys Webinar Building a Better Bot: Optimizing Chatbots for Government Services

Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to d...
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Genesys Webinar Govloop Fireside Chat: How the Cloud Can Impact Citizen Trust

During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government.The biggest barriers facing agencies looking to deliver...
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Genesys Webinar The Future of Customer Experience is in Automation

A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions.Agencies can create better customer experience with automation....
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Genesys Webinar GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement

For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues...
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Genesys Webinar FCW Citizen Engagement Summit: The AI-Powered Citizen Journey

A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation....
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