Resource Library

Access the latest white papers, research, webcasts, case studies and more covering a wide range of topics like Mobile, Cloud and Data Analytics.

Filter the library by ...

Genesys State of Customer Experience Report

A global CX survey, executed on behalf of Genesys by an independent research firm, includes insights from 1,900 consumers and over 1,300 business users.

Forrester Report: CS Trends ‘18

Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett

7 Steps for Delivering Next Generation Customer Service

Modern contact centers support a variety of digital channels. But do they provide a personal experience for each customer? Learn how with this report.

Learn what Red Hat did to elevate CX

If your business needs improvement with intelligent routing and consolidated reporting, take a look at how Red Hat did it. Watch this video to learn how.

Webinar: Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year. Surprised? Learn more, view the webinar.

CX Masters Series Course #1 – Intelligent Routing and Consolidated Reporting

See how Red Hat achieved success, then let Genesys experts provide best practice guidance for solving your company’s CX challenges.

The CX Masters Series Course #2 – Your Navigation Guide to Cloud

See how Rose-Hulman used the cloud to overcome their on-prem obstacles and Genesys experts provide best practice guidance for improving your cloud strategy.

Technology Insights: How AI is Driving a New Era in Customer Engagement

Join Genesys’ Charlie Godfrey, Global Solution Services Director, Guillaume Calot, Global Director of Solution Strategy and Dan Miller, Lead Analyst & Founder of Opus Research to discuss the importance of leveraging AI in your customer services and sales strategy.