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Genesys News & Analysis

Genesys Update Works to Engage Your Customers

Genesys released an update to its Customer Experience Platform that it boasts will help you engage and guide your customers.

Reed Henry, chief marketing officer for Genesys, said the platform integrates and augments customer relationship management(CRM). It adds native technology "to directly engage and guide customers across all interaction channels, including voice and touchpoints."

Genesys is a Daly City, Calif.-based contact center software provider. It has 3,000-employees.

"We call this orchestrating the customer journey," Henry added. Other CRM platforms react to customer behavior. But they don’t shape it or attempt to orchestrate the step-by-step sequencing of customer interactions, he added.

Zendesk, Genesys Form Contact Center Software Alliance

2014-12-May-Reed Henry.jpg

Companies are investing in contact center software.

Last week, inContact bought Uptivity for $48 million. Today, 2,500-employee Genesys forms an alliance with Zendesk.

Customer experience and contact center provider Genesys is integrating its cloud contact center solution with the Zendesk customer service platform. The alliance helps calls get routed to the best-skilled Zendesk agent, which company officials say eliminates transfers and improves the overall customer experience.

Genesys Acquires Angel, Cloud-Based Self-Service Contact Center Provider

Customer service and contact center technology provider Genesys is acquiring cloud-based self-service applications specialist Angel from business intelligence vendor MicroStrategy. Genesys says it is trying to expand its arsenal of cloud-based customer service solutions.

Salesforce Dreamforce Crammed With People, Partner Announcements #DF12

Salesforce’s annual Dreamforce conference is underway and spawning an almost constant stream of announcements about new products and partnerships. Today is the second day of the conference, which is occurring in San Francisco. It concludes on September 21.

Pugpig: iPhone, iPad HTML Reader That Feels Like a Native App

They call it Pugpig (news, site) and it just might revolutionize how we publish content to iOS-powered mobile devices. Pugpig is an open source framework that enables you to publish HTML5 content in the form of a magazine, book or newspaper to iPhone and iPad devices. It's slick and feels like you are using a native app (we tested the it on the iPad). Is this the future of mobile publishing?

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