Next Steps

Genesys Business Consulting is a global team of consultants with deep contact center experience and knowledge. Our service offerings are based on proven business strategies, operational practices, and technology employed by the leaders in 12 industries around the world. Our best practices allow our customers to reach their optimizing phase - where the contact center finds a balance between cost, quality and revenue, adjusting dynamically to the needs of the business and the end customers.

Enterprise Optimization Services

The Enterprise Optimization Service provides a proactive, comprehensive assessment and review of your unique business objectives and existing Genesys environment. With changing customer demands and enterprises evolving, it's critical to ask key questions to ensure optimal effectiveness. For instance, do you have requirements today that you didn't have when the system was originally implemented? Is your system future-proof? Is there new technology available in the market that could substantially improve your customer service?

Genesys Business Consultants will evaluate your current system to determine whether it has the capability and capacity to meet your needs both now and in the future.

Enterprise Optimization Services Brochure [PDF]

Strategic Transformation Services

The Strategic Transformation Service (STS) employs a well proven methodology allowing Genesys business consultants to provide a business plan that integrates technology, operations and process to align with your corporate initiatives and desired strategic outcomes. Based on a four step approach and focused on the Dynamic Contact Center, the STS will assess your current capabilities and resources and then build a ROI-based roadmap providing a path to achieve your business goals.

Strategic Transformation Services Brochure [PDF]

IP Migration: A Strategic Transformation Service Offering

Genesys Business Consulting (GBC) and Integrated Customer Solutions (ICS) have taken the initiative to combine the power and leadership of the Genesys SIP technology enablers with the proven methodology of their consulting expertise, providing a comprehensive review of the strategies, impacts, and predefined migration approaches required to transform an enterprise to a fully converged environment.

IP Migration Brochure [PDF]

Value Based ROI Services

As a unique part of the Strategic Transformation Service, the Value Based ROI Service outlines the value and benefits of a Genesys solution. Our business consultants work with your teams to produce fact-based, objective ROIs and benefits realization reports; including, total cost of ownership, strategic and operational benefits, as well as uncovering hard vs. soft benefits from deploying the solution. With a demand on articulating costs and benefits hovering in many organizations, Genesys is able to quickly quantify and validate the projected or captured benefits of a Genesys solution.

Value Based ROI Services Brochure

Simulation Services

Simulation is a focused optimization service; demonstrating the real effect of alternative conditions and different courses of action, especially as it relates to demonstrating IVR, Inbound Marketing, Voice and SBR concepts. With increasing complexities surrounding service operations, a simple queuing theory approach is inadequate. Genesys business consultants have teamed up with Genesys Research to simulate the flow of traffic before and after the change in business rules to determine the impact of the proposed change, providing you a model that helps you solve your problem.

Simulation Services Brochure (Coming Soon)

Customized Workshops

We have designed workshops around particular areas of interest to discuss industry best practices and development of high level strategies and plans unique to your business. Our accomplishments include: Resource Management Workshops, KPI Workshops, Customer Service Objectives Workshops, Skills Based Routing Workshops and a variety of Custom Workshops based on specific client needs.