White paper Title:

Deploying a Contact Center in the Cloud

Company Name: Genesys

Abstract:

With the retrenchment in consumer spending enterprises are quickly shifting gears to become customer experience-driven organizations to grow their business and improve the bottom line. In order for enterprises to be successful in this transformation, they must engage with their
customers, learn how best to retain them, increase loyalty and referral business, and keep costs down. Towards this end, enterprises have been forced to rethink their customer care strategies to find the right balance between effectiveness and efficiency.

At the heart of customer care strategies is the contact center -- the central hub of communications and customer service for enterprises; it accounts for the vast majority of consumer interactions and service-related transactions in today's market. Enterprises are increasingly choosing cloud-based contact center services to access a wide range of features and functions and to effectively engage
with customers across multiple channels of interaction in a quicker fashion and more economically palatable way.

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