The application, called Genesys Connect for Service Cloud, will integrate with the Salesforce.com platform to allow for voice and multi-social network customerservicecapabilities.
In recent quarters, we have also been deemphasizing our retail stores in order to focus on our e-commerce business and enhance our operational strength and customerservicecapabilities.
The resolution took no less than two and a half months, during which time I observed an astonishing inability to leverage the most fundamental of customerservicecapabilities and customer intelligence tools.
They were able to use the powerful yet familiar capabilities to reduce branch service times by 25%, decease customer churn by 5% and increase the profit of the most valuable customer segment by 20%.