SAN FRANCISCO--(BUSINESS WIRE)--Genesys (www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, today announced a webinar featuring Forrester Research that for the first time reveals the digital transformation imperative facing organizations that operate traditional call centers. In 2014 web self-service interactions surpassed traditional phone interactions as the preferred communication channel for consumers, and digital live-assistance channe