Tuesday, 18 August 2015 02:09

VIDEO Interview: Bruce Eidsvik SVP Genesys APAC talks customer service

By

Genesys does ‘omnichannel customer experience’ and contact centre solutions, so to find out what this actually means in 2015, we spoke to Bruce Eidsvik and Gordon Clubb.

We’ve all heard that the customer is supposed to be always be ‘right’, and whenever we as customers have wanted to access technical support, we’ve always wanted it ‘right now.’

The people helping companies dramatically improve their customer service and customer contact experiences are the ones behind the scenes, providing the software and solutions that are powering ever more actually useful customer service people - whether by phone, live chat or other means.

One of the big companies in this space is Genesys. Naturally, they style themselves as market leaders, and even tick the buzzword friendly boxes of having their solutions be delivered both ‘in the cloud and on-premises’.

Genesys has also broadened its market offering to not just service the large enterprise or mega brand but companies and ‘brands of all sizes’, powering, as Genesys puts it so nicely ‘optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates.’

With over 4,500 customers in 80 countries taking ‘more than 100 million digital and voice interactions each day,’ they’re clearly doing something right.

So, with Genesys APAC’s SVP Bruce Eidsvik in town wanting to talk about ‘the move by organisations to digital and the impact of this on contact centre operations’, we decided to accept the company’s invitation to have a chat.

With digital, Genesys explains, ‘the move is towards more self-service’, which might actually may that ‘the contact centre will become less important.’

However Eisdvik explains his view that ‘human help will always be important and will become more important in supporting customers through their interaction journeys with companies.’

Eisdvik was also joined in the interview with Gordon Clubb, the MD of Genesys ANZ.

I initially welcomed both gentlemen tho the iTWire video interview and asked Eidsvik to tell us about Genesys and its solutions. I then spoke to both Eidsvik and Clubb spoke about various aspects of customer service and call centres, how they have evolved and matured and plenty more in the video interview that is embedded below.

Genesys is also running at 11am tomorrow morning (Wednesday 19 August 2015) a live website entitled ‘Moving Beyond Queue-Based Routing for Smart Customer Service.’

This webinar will feature Genesys customer experience experts Chris Horne, senior manager of product marketing, and Charles Godfrey, senior principal business consultant.

Both will ‘share best practices for delivering smart customer service using a data-driven approach that can be measured, optimised and personalised’, and we’re told that ‘this approach is the future of contact centre routing, which enables new levels of personalisation tailored to specific customer needs.’

According to Genesys’ blurb on the live webinar, which can naturally be freely registered for, ‘attendees can expect to gain valuable insights from Genesys about how market leading CX brands are using a smart customer service approach to deliver the following business outcomes:’

  • 20% increase in First Contact Resolution
  • 30% reduction in Call Transfer Rate
  • 44 seconds reduction in Average Handle Time
  • 10% increase in CSAT

The live webinar will actually be presented in North America, Europe, Latin American and Asia-Pacific at different times but which you can see here.

Genesys says that ‘registered participants will receive a recording of the web event, along with the tip sheet, 'Best Practices for Contact Centre Routing.’

Read 10883 times

Please join our community here and become a VIP.

Subscribe to ITWIRE UPDATE Newsletter here
JOIN our iTWireTV our YouTube Community here
BACK TO LATEST NEWS here




ENABLE HYBRID CLOUD & REDUCE NETWORK LATENCY WHITEPAPER

Hybrid cloud promises to bring together the best of both worlds enabling businesses to combine the scalability and cost-effectiveness of the cloud with the performance and control that you can get from your on-premise infrastructure.

Reducing WAN latency is one of the biggest issues with hybrid cloud performance. Taking advantage of compression and data deduplication can reduce your network latency.

Research firm, Markets and Markets, predicted that the hybrid cloud market size is expected to grow from US$38.27 billion in 2017 to US$97.64 billion by 2023.

Colocation facilities provide many of the benefits of having your servers in the cloud while still maintaining physical control of your systems.

Cloud adjacency provided by colocation facilities can enable you to leverage their low latency high bandwidth connections to the cloud as well as providing a solid connection back to your on-premises corporate network.


Download this white paper to find out what you need to know about enabling the hybrid cloud in your organisation.

DOWNLOAD NOW!

PROMOTE YOUR WEBINAR ON ITWIRE

It's all about Webinars.

Marketing budgets are now focused on Webinars combined with Lead Generation.

If you wish to promote a Webinar we recommend at least a 3 to 4 week campaign prior to your event.

The iTWire campaign will include extensive adverts on our News Site itwire.com and prominent Newsletter promotion https://itwire.com/itwire-update.html and Promotional News & Editorial. Plus a video interview of the key speaker on iTWire TV https://www.youtube.com/c/iTWireTV/videos which will be used in Promotional Posts on the iTWire Home Page.

Now we are coming out of Lockdown iTWire will be focussed to assisting with your webinars and campaigns and assistance via part payments and extended terms, a Webinar Business Booster Pack and other supportive programs. We can also create your adverts and written content plus coordinate your video interview.

We look forward to discussing your campaign goals with you. Please click the button below.

MORE INFO HERE!

BACK TO HOME PAGE
Alex Zaharov-Reutt

Alex Zaharov-Reutt is iTWire's Technology Editor is one of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

Share News tips for the iTWire Journalists? Your tip will be anonymous

WEBINARS ONLINE & ON-DEMAND

GUEST ARTICLES

VENDOR NEWS

Guest Opinion

Guest Reviews

Guest Research

Guest Research & Case Studies

Channel News

Comments