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In the Press

CRM Is Dead . . . Long Live CRM!
Paul Stockford - Call Center Magazine

Call Center Magazine - June 1, 2006: The modern CRM solution needs to save agent time while maintaining a positive customer experience. If your CRM tool doesn't do this, keep shopping.

Genticity's Gail Mercer MacKay exchanges views with Paul Stockford, industry expert.

The Blurry Lines that Define CRM
Keith Dawson, Call Center Magazine

Call Center Magazine - December 1, 2005: Modern CRM is no longer the simple tool set that it used to be from a static set of vendors. Now, what software you use depends on how big you are, how patient you can be and how well you know your own business objectives. Here is an overview from Call Center Magazine, of this rapidly changing marketplace that shows where Genticity fits and excels ...

Move Agents from Traditional Call Metrics to a Holistic Customer Service Mindset: Part 2
Paul Bertin, CEO of Genticity and Villette Nolan, President and CEO of NetReflector
Featured in Call Center Management Review

Call Center Management and Review - March 2005: To evolve your contact center from a metrics-driven machine to a holistic customer service operation, you first need to redefine the way agent performance is assessed ...

Move Agents from Traditional Call Metrics to a Holistic Customer Service Mindset: Part 1
Paul Bertin, CEO of Genticity and Villette Nolan, President and CEO of NetReflector
Featured in Call Center Management Review

Call Center Management and Review - February 2005: The role of inbound contact centers is rapidly changing: Fluctuating economic conditions are compelling them to support business strategy and profitability in addition to delivering regular customer-facing service ...

ContactCenterWorld.Com Announces 3rd Annual Members’ Choice Winners

Thunder Bay, Ontario, Canada – February 24, 2005: ContactCenterWorld.com, the world’s #1 online global resource for the Contact Center industry, is proud to announce the winners for the 3rd Annual Members’ Choice Awards held exclusively on their website. The virtual presentation, hosted by Editor-In-Chief Raj Wadhwani, highlighted the winners - the best companies, solutions and software for call and contact centers today as voted for by their customers. ...

Directions For Better Performance
Joe Fleischer, Call Center Magazine

Call Center Magazine - February 4, 2005: Among these tools is version 2.3 of Genticity's Customer1, which now lets you break out metrics for different groups, as well as present dashboards of key performance indicators to agents ...

Complex Products Create Complex Support Issues

Call Center magazine - January 8, 2005: Genticity also provides the ability to conduct surveys; Customer1 is integrated with NetReflector, a Web-based survey tool that can send surveys to random or selected samples of customers. Genticity's clients are finding multiple uses for NetReflector. In addition to getting feedback on the quality of technical support, they are also asking customers to weigh in on what they like or don't like about their products....

Software provides web-based contact center solution

Product News Network - December 21, 2004Suited for inbound, outbound, and blended multi-channel contact centers, Customer1 v2.3 consolidates customer interaction and experience management as well as contact center performance management in one web-based platform ...

Customer Support Finds Its Way With Workflow

Call Center Magazine - October 2004: Some support tools, like those from Genticity come with their own software for creating knowledge bases. In this way, you can place a group of answers to question under one category, such as printers; that category, in turn, can contain a subcategory of answers to questions about certain types of printers, like inkjet printers. Genticity's Customer1 lets you present a series of question to narrow down a customer's search through your knowledge base ...

7 Steps to Effectively Implementing a Customer Interaction Management Solution
Harold Hutchinson, President of Genticity

SOCAP - June 23, 2004: The economic boom and bust of the past decade as well as increasing customer expectations for service has fueled the race for organizations to ensure they are implementing technologies and processes that protect their most valuable asset - the customer. Independent research conducted by Gartner, IDC and DataMonitor show that ...

How Predictive Analytics can improve your Customer Service
Gail MacKay, VP Business Development, Genticity

Genticity - June 22, 2004: Have you ever looked back at an event in your life and said “If I knew then what I know now…..” Businesses today are trying to do the same thing – we call it customer trend spotting. How can you spot a business problem when it is small and then take corrective action before it becomes big and costly? Can a small to mid-sized organization implement something to address this that is cost effective for them? Until recently, that answer was no. However, new web-based applications are starting to change that landscape ...

NetReflector & Genticity Hook Up

CommWeb - May 18, 2004: Last week at Call Center Demo and Conference in Orlando NetReflector and Genticity hooked up in a partnership that aims to integrate NetReflector's online survey technology ...

That's the Ticket
Joe Fleischer, Call Center Magazine

Call Center Magazine - September 4, 2003: The biggest thing happening in customer support software is in the area that matters most: how you track customers' requests for help. Here's how improvements to workflow and reporting are taking trouble out of trouble ticketing. What makes a customer support center different from a call center? Until customer support emerged as a discipline in its own right ...

Customer Service Is Bottom-line Sexy

Atlantic Business Magazine - May 2003: The folks at Genticity believe that a company's destiny is determined by how it interacts with clients. From an office in Charlottetown, Prince Edward Island, president and co-founder Harold Hutchinson says his business starts and ends with customers. "This may sound trite, but treat your customer poorly and it will come back to haunt you. Treat a customer well and you will build the foundation for your corporate reputation and future business. The result is good Karma." ...