Сommunication Strategy Development for Genesys PR Department

Student: Polyakov Dmitriy

Supervisor: Oleg N. Kashirskikh

Educational Programme: Integrated Communications (Master)

Year of Graduation: 2019

This project is dedicated to the study of customer service strategies of Russian companies and the features of the promotion of contact center automation and customer experience IT solutions on a highly competitive market. The project contains an analysis of the topic, both in terms of scientific literature and in terms of a large number of professional literature and relevant foreign researches. A number of own surveys in the field of the contact centers automation, service policies used by the Russian companies and the Russian IT market was conducted during the project. The result of the work is the development of practical recommendations for the formation of a communication strategy of one of the leading foreign vendors.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses