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  • 23 September 2015 10:52

Research Underscores Digital Transformation Imperative for Contact Centres

Global web event with Genesys and guest independent research firm on Sept. 30 to provide unique insights for modernising contact centres for today’s digitally driven consumer

SYDNEY — September 23, 2015 — Genesys (, the market leader in omnichannel customer experience (CX) and contact centre solutions, today announced a webinar featuring Forrester Research that for the first time reveals the digital transformation imperative facing organisations that operate traditional call centres.

In 2014, web self-service interactions surpassed traditional phone interactions as the preferred communication channel for consumers, and digital live-assistance channels are gaining mainstream popularity, according to Forrester. With three billion consumers online looking for digital interactions as the first point of contact with an organisation, customer experience strategies must evolve to remain competitive – that starts in the contact centre.

The Genesys webinar, entitled “Contact Centers Must Go Digital or Die,” features guest speaker Kate Leggett, VP and principal analyst at Forrester, and customer experience expert Lisa Abbott, director of product marketing at Genesys.

The Sept. 30 global webinar will provide valuable insights from industry experts about how adoption of digital channels can help an organisation deliver a seamless omnichannel customer experience, and transform the contact centre into a competitive differentiator. The event will feature new perspectives on:

• Six steps to achieve an omnichannel contact centre technology road map

• Insights on how customers are increasingly diversifying their digital channels

• How to align contact centre operations with customer expectations

• Examples of how CX leaders are benefiting from embracing digital transformation

Click here ( to register for the webinar, which will be presented live for North America, Europe, Latin America and Asia-Pacific time zones. Registered participants will receive a recording of the web event, along with the Forrester report, “Contact Centers Must Go Digital or Die.”

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at, call us at +1.888.436.3797 or engage with us on Twitter: @Genesys.

Media Contact

Krissie Vitasa

Hill+Knowlton Strategies for Genesys +61 2 9286 1206

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