Genesys CTI User Forum

Genesys News

Europe boasts six of world's top eight Global Innovators in Customer Service as Genesys announces winners in 3rd Annual Customer Innovation Awards

The world's top global innovators in customer service, as selected by a group of 25 global industry analysts, were announced today at G-Force Berlin by Genesys. The Customer Innovation Awards program is an annual competition, which recognizes outstanding companies for their use of technology to deliver innovative customer service in highly dynamic environments.

Global Research reveals major gaps between C-Level executives and customer service professionals

When it comes to aligning the executive suite with the customer service organization, there is a significant gap between what C-level executives promise and what customer service organizations see, according to the results of a comprehensive worldwide survey. Titled "The Executive Disconnect: The Strategic Alignment of Customer Service," the survey takes an in-depth look at businesses across key regions worldwide, with detailed data for major markets in Europe, North America, and Asia Pacific.

Genesys Telecommunications Laboratories Names 2007 EMEA Partner of the Year Award Winners

Genesys presented its 2007 Partner of the Year awards to members of the Genesys Partner Program at the G-Force annual user conference in Berlin, Germany today.

AT&T and Stream Energy Take Top Honors In Customer Service As Genesys Announces North American Customer Innovations Awards Winners

Finalists Transform Customer Service with Dynamic Contact Centers.

Genesys's Customer Innovations Awards program recognizes companies delivering outstanding and innovative customer service in highly dynamic environments through the use of technology.

AT&T and Stream Energy, both with Texas-based operations, are this year's winners for North America. Using technology innovatively to streamline and optimize customer service, the companies were honored for transforming their customer contact centers, increasing customer satisfaction, and improving the contact center's alignment with company business goals. In sponsoring the awards Genesys enlisted the world's top experts in customer service to judge the entrants. Companies such as Datamonitor, Forrester Research, Frost & Sullivan, IDC and Yankee Group participated. Genesys created the Genesys Customer Innovation Awards to recognize those companies that made the greatest strides toward creating next-generation "Dynamic Contact Centers".

New Genesys Solution Transforms Customer Service via an Intelligent Customer Front Door

iCFD integrates business rules engine for call answering that creates a highly personalized response and great customer experience

Genesys Recognized as Leader in Customer Service: Dynamic Contact Center vision nets key awards and validation

Genesys received numerous industry awards from key analysts and publications. On Feb. 20, 2008, Frost & Sullivan announced Genesys as the Company of the Year in Customer Service for North America, having previously selected Genesys as Contact Center Applications Vendor of the Year in Asia Pacific. Genesys was also recognized in 2007 by Gartner in the leaders quadrant in three separate Magic Quadrants reports for contact center infrastructure, including: "Magic Quadrant for Contact Center Infrastructure, EMEA, 2007"; "Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007"; and "Magic Quadrant for Contact Center Infrastructure, North America, 2007."

Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2008 IVR and Enterprise Voice Portals Report

Gartner characterizes leaders quadrant vendors as, "High-viability vendors with a strong voice response offering, significant market share, broad geographic coverage, a clear vision for how voice self-service needs will evolve and a proven track record for delivering interactive voice response offerings. They are well-positioned with their current product portfolio and are likely to continue to deliver leading products. They have a strong partner ecosystem providing voice response applications, tools and services for their platforms. They typically have a strong contact center offering, with good integration between this and their voice response platform. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk."

Genesys Selected as Company of the Year in Customer Service by Frost & Sullivan for 2008 North American Contact Center Applications

In selecting Genesys as the award recipient, analysts at Frost quantified several market factors including the number of new customers, new segments and commitment to business expansion coupled with market growth.

Genesys and IBM Expand Partnership in China

Help Businesses Implement a Scalable, Low Cost "Contact Center in a Box" Solution in 90 Days or Less

Stream Energy Unveils State-of-the-Art Customer Service System

Genesys Software Platform Supports "The Customer Experience" Initiative

Dear Genesys Professionals (and other animals),

welcome to our site. Over the last six year, this site has grown from a small text-based homepage into a community used by hundreds of Genesys professionals containing thousands of posts with topics ranging from agent-based reporting to softphone development. So, no matter what question you might have, chances are the answer is just a search click away. Or just post your question, and probably, someone would answer it before you even know it. (The FORUM button in the menu above will take you directly to forums!)

Please do keep in mind that this site is not supposed to replace the official Genesys Labs support website. In fact, it is not supported, monitored, supervised or anything else for that matter by Genesys Labs, Avaya, Nortel or any other hardware or software makers. And as with any other internet site, use common sense, and if someone tells you that plugging your server into a 220V plus instead of a 100 V will speed it up, think twice before trying to plug it in. But you already knew that, right?

Enjoy the site and once again welcome!

Genesys CTI Forum Administration Team

Dear Members and Visitors of Genesys Forum,

Genesys has asked us to announce the first G-Force Network SDK Summit and Developer Workshop event, scheduled for the week of August 26-29, 2008. The event will take place in the San Francisco Bay Area, California and is a great opportunity to engage with Genesys management, SDK specialists, development partners, and industry peers.

During days one and two of the event, the G-Force Network SDK Summit and Developer Workshop will provide members of the Genesys community with the opportunity to:

o Learn more about and influence the SDK product roadmap

o Participate in brainstorm sessions discussing areas of improvement for SDK-related concerns

o Network with Genesys SDK experts

This event will cover a wide range of subjects covering Software Development, Professional Services, Technical Support, Technical Publications, Sales Engineering, Quality Assurance, Product Marketing, or Product Management.

Compared to the networking and brainstorming format of the SDK Summit, days three and four of the event will be a highly focused Developer Workshop. For those of you who have already attended developer webinar series, the format will be familiar – except with the benefit of face-to-face interaction with Genesys software engineers!

Software Developers, Web Developers, and others with a development background will especially benefit from these sessions.

The great thing about this seminar is that you can only come for the summit or both the summit and workshop if you’re up for the challenge. Space is limited at this FREE (Participation in the summit and workshop is free of charge. Delegates are expected to make and pay for their own travel and accommodation arrangements) event, so don’t delay.

Agenda

The agenda will be provided to registered participants prior to the event. The following is an outline with each day going from 9am to 5pm, lunch provided (!!!):

Tue, 26 August – SDK Summit - Day 1, Evening Activity

Wed, 27 August – SDK Summit - Day 2

Thu, 28 August – Developer Workshop - Day 1

Fri, 29 August – Developer Workshop - Day 2

For further information, please contact Barbara Slaughter at barbara@genesyslab.com

Dear Genesys CTI Forum Users,

we have done it! Thanks to Genesys' kind generosity, we were able to get our hands on three free tickets to G-Force Conference of our choice. These tickets usually cost around 1000 USD, but were able to get to for free. What is more, this tickets are not for any particular conference, so you can use them for the conference that you really would like to attend. Naturally, we would like to pass on these tickets to our forum members.

To make this fair, we would be drawing three random names from all the people who have entered into these sweepstakes on March 1st. To enter the sweepstakes, all you have to do is to mail to tickets@sggu.com

Do not forget to include:

1. your full name
2. nickname on this board
3. company name
4. Which G-Force User Conference you would

We will draw three random names from all the completed entries and announce it on March 1st.

What is more, all those entering these sweepstakes will automatically qualify for 10% off the G-Force tickets. So, even if you do not get the free tickets, you still can get in for a bit cheaper.

Please note that these sweepstakes and 10 percent discount is only offered to Genesys CTI Forum members. Also, please keep in mind that we are not selling the tickets, but will provide Genesys with the names of the sweepstakes winners, so we have nothing to gain from it.

Last but not least, we are sticklers to privacy. If you win the contest, we will provide Genesys with your name and email address. If you did not win the contest, but would like to receive a ten percent discount, contact us directly after the drawing or in your entry email and tell us that you would like the ten percent discount. We will notify Genesys with the names and emails of the people who would like to receive the discount.

And to avoid any unforeseen problems, we reserve the right to refuse entry or modify results of the sweepstakes.

Once again, we would like to thank Genesys for their generosity and we look forward to the entries.

Good luck!

Genesys CTI Forum Administration Team

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Dear all,

yet another year has passed us by and what a year it has been! Genesys discontinuing Genesys Active X, release of buggy 7.5 release, Genesys outsourcing their development and support to some small company in Ukraine. Did we mention Genesys discontinuing free Genesys Active X?

With that said and done, we at Genesys T-Server User Forum would like to extend our best wishes to each and everyone who has been working hard on keeping their Genesys systems safe, bug free, and up-to-date. Being involved with Genesys means that most of serious work has to be done during the call center lull hours of holidays and weekends. Judging from the posts that continued to roll in while New Year fireworks were going off around the world, we are not alone at spending our holidays locked in a machine room tuning, upgrading and wishing that we did listen to our parents went to doctorate school. At least, that way we would have cute nurses to brag to our friends about!

Thank you for making SGGU.COM "The" Genesys stop for Genesys professionals worldwide. With over 77,000 visit in December alone we are glad to see that we are not alone in trying to figure out the bolts and nuts of getting the best out of this revolutionary and well thought-out system. As you are well aware, we are not sponsored by Genesys Labs and this site is an effort of people from all over the world who are involved in running Genesys to get this CTI monstrosity under control. Idea forum has always beensimple: help each other. And it seems like it is working. With over 10,000 posts so far and hundreds of new posts per month, this site enables all of us to share knowledge, resolve technical issues and most importantly make our life easier.

We would like to thank each and every one of you for all your time and effort you have put into this site so far and wish you a very Happy New Year!!!

With best wishes,

Genesys CTI Forum Administration Team

Genesys webinars sometimes have a lot of information about some of the newest Genesys products. Now, Genesys T-Server forum community has a chance to suggest what sort of webinars we would like to see in a future.