I call a prospect and the number is invalid. I use this tool to find updated contact information.

metric for the average duration of one interaction, typically measured from the customer's initiation of the call and including any hold time, talk time, and related tasks following the interaction. It is a prime factor when deciding call center staffing levels.

This is the person who knows and sees the real pain points everyday, helping them solve problems quicker will not only make their day go faster but lessen the churn and burn so many companies see.

Our solutions help with self-service options, improve security, and improve your members’ overall experience.

We help these leaders within retail at companies such as Ticketmaster and Lenovo to address challenges like lowering IT expenses required to run a contact center and minimizing the amount of time spent managing multiple third-party systems

To verify the HQ’s of an account, you use these two tools to cross reference.

metric for the average duration of one interaction, typically measured from the customer's initiation of the call and including any hold time, talk time, and related tasks following the interaction. AHT is a prime factor when deciding call center staffing levels.

Customer journey, NPS, and aligning customer channels to customer touchpoints are some of what of fill this leader’s day

Our solutions help enable patients to interact with you the way they want, enable specialists to work more efficiently, enable providers to improve first-call resolution, and they help free up time for administrators to work on other issues.

We help these leaders at companies such as Campus USA and PayPal who use Genesys to address meeting the complex demand to both grow revenue and lower costs associated with running the organization.

We use this tool to develop relationships via social channels.

Hardware is installed and hosted on-site of an organization rather than at a remote site. Typically, banking and healthcare verticals opt for this option.

Managing staffing levels and adherence to quality standards and metrics are key in the success of this persona’s day.

Our solutions are PCI compliant which is very important to this vertical.

We help those high up in this department for insurance companies like Emblem Health address challenges such as call center infrastructure issues by giving an all-in-one easy to use platform. Our solution allows for more control and the ease to use far less resources.

This tool helps us find insights into what accounts are searching for contact center solutions and/or what vendor they are currently using.

This is a score that can be used to gauge the loyalty of a company’s customer relationships.

This persona may not be involved in the initial stages or the early vetting process but does have final say in vendor choice

HIPAA compliance is crucial for this vertical

We help these leaders at companies such as J.B. Hunt to address issues such as not having enough sales reps ready to go and too much time to onboard employees by providing a simple and easy to use interface.

Here you can find leads and contacts that have been interacting with Genesys.

Another word or phrase for self-service.

This persona is involved early on in the process even though they may not have/know budget constraints they should not be overlooked.

Proactively keeping the customer informed of their transactional progress is a great way for this vertical to show they are putting the customer first

We help these people at companies such Lenovo deal with daily challenges like addressing frustrated customers who endure long wait times which in turn can lessen first call resolution.