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Decisions, Decisions, Interaction Decisions™…

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Decisions, decisions, decisions. In today’s active contact center it seems like we are making a million decisions a day. What if you could automate some of that decision making process and free up your mind, and your time, for better

How Do You Deliver Next-Generation Customer Experiences in The Cloud?

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Today’s consumer is interacting 24/7. The right customer engagement platform keeps you on top of customer expectations. Powerful, yet effortless. Keeping up with customers also requires visibility. When you don’t know what’s happening, it costs your customers, time and money. With

AVDS to demo the IVR Visualizer integration with industry leading Genesys Customer Experience Platform

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Automated Voice & Data Solutions Sponsors Genesys AppFoundry at Premier Customer Experience Event CX18  AVDS to demo the IVR Visualizer integration with industry leading Genesys Customer Experience Platform  Houston, TX. April 18, 2018 – Automated Voice & Data Solutions –

An unpleasant experience during the customer journey can lead to a terrible destination.

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It’s often said, “It’s not the destination, it is the journey”. Philosophically true as that may be, it isn’t always the case for the business world. When I was a kid we took a lot of road trips. And, though

Is Silence Golden? Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

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My Dad always told me, “Son, silence is golden”. Now that I have 2 grand kids, I certainly understand what he meant. But, my Dad wasn’t talking about Contact Centers and the Customer Experience where, in fact, “Silence Is Not

Baseball Players Play Baseball – We Do Contact Center Solutions

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With the MLB in “full swing”…yeah, I said it…just a friendly reminder: Baseball Players Play Baseball, We Do Contact Center Solutions! AVDS is a long-standing Genesys Gold Partner and provider of Contact Center and Enterprise Voice Network Solutions. Our team of

What makes a project successful?

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What makes a project successful? It all starts with the proper strategy. Whether you are implementing a new contact center, replacing your infrastructure, or building upon your existing contact center, every project has its challenges. And, each project has uniquely

An Introduction to Troubleshooting Switchover Issues in Genesys PureConnect (CIC)

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Genesys PureConnect (formerly Customer Interaction Center) Switchover is a wonderful thing.  It can keep your business going in the event of a server crash or a network outage.  Switchover can also be tricky to troubleshoot.  Many technicians have spent countless

The Power of the Chatbot!

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The Power of AI and Chatbots…why your business needs it. What is AI? Is Artificial Intelligence the same as Machine Learning and Deep Learning? Yes, and no. They are subsets of each other. AI being the main technology followed by

Failure to plan is a plan to fail. What’s your strategy for the future?

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Strategic Consulting starts at the highest level of business. Our goal in a Strategic Consulting partnership is to provide the vision and innovation required to meet the objectives of the business through the leveraging of existing technologies and maximizing their return.

A lot of talking going on. But, is anyone listening?

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Everyone is looking for new ways to interact. While that is certainly important, there is still a lot of talking going on. But, is anyone really listening? Is anyone really understanding the customer? With omni-channel solutions, voice conversations are increasingly

AVDS and Genesys AppFoundry bring you the IVR Visualizer

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The wizards behind the AVDS curtain are always working on something. This time they bring you the IVR Visualizer. Read on to see how our IVR Visualizer addresses critical needs of the PureConnect administrator. IVR Visualizer Helps a Leading Jewelry Retailer

What is blockchain and how will it affect the contact center?

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By now, you may have heard of blockchain. And I’m certain you have heard of Bitcoin. But are they the same thing? And what does it mean for your business? Look out Digital Transformation, here comes Blockchain Revolution. The terms blockchain and

AVDS brings IVR Visualizer to the Genesys AppFoundry

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You can’t always get what you want…out of the box. But, AVDS can custom develop it for you! What custom application needs can we provide for your business? Just ask us! We can’t wait to help you succeed. Business solutions

Something you may not know about AVDS…

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Did you know AVDS has a 24 x 7 monitored support queue? Of course, you knew that. But, did you know that our President, Sharon Moon, is often logged in and takes support calls? That passion and dedication are just

What’s going on in your IVR? AVDS can easily show you.

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The development pro’s at AVDS bring you the IVR Visualizer. We created this product for Genesys PureConnect administrators. IVR Visualizer is a web-based application that provides various tools to manage Attendant profiles by automatically creating a visual representation of the call

Bots: The next age of business communications

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In a recent study by Pegasystems titled, What Consumers Really Think About AI, 6000 consumers were asked “Have you ever interacted with Artificial Intelligence?” 1/3 said yes, 1/3 said no, and 1/3 were unsure. In fact, about 85% had interacted

Come see the future of customer experience at Genesys CX18.

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Connect. Engage. Innovate. Join AVDS and Genesys for CX18 in Nashville, May 1st through 4th. Connect with peers, partners and experts. Enjoy keynotes and breakout sessions tailored to your unique needs. And learn more about exciting new technology that’s revolutionizing customer

50 years of the “modern” call center. Where are you now? Where should you be? AVDS can take you there.

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Credit Unions have been trying to automate member transactions since the introduction of the ATM in 1969. Almost 50 years later we find ourselves with the same quandary. How can we simplify and automate technology to easily solve those complex

Why have Over 400 companies switched from Avaya to Genesys? PureBridge 2.0

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Genesys PureConnect Premise and Cloud special pricing promotion. Offer good until June, 2018. It’s time to replace your legacy contact center and secure an even greater return on investment. From now until June 30, 2018, Genesys is providing the following

Need a quick, easy, flowchart of the IVR? Searching the IVR for a recording? IVR audit time, again?

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AVDS IVR Visualizer + PureConnect Increase your ability to optimize, correct, and maintain consistency in call flows and your IVR documentation. Created by our Development Pros at AVDS, a Genesys AppFoundry member, the IVR Visualizer for PureConnect is a web-based

Speech Analytics for the Customer Engagement Center

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Contact Center Efficiency Equals an Effortless Experience Customer support is a costly endeavor. Understanding how customers are interacting with your contact center is the key to reducing costs and improving overall efficiency. Which, in turn, leads to an effortless customer experience.

Process Automation: Saving time, money, and quite possibly your sanity. See how…

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What is Business Process Automation? It is a means by which we remove the most complex and redundant steps in order to simplify and automate workflow processes. Many businesses today still face the challenge of automating their business processes. The task

What tools does your team use to communicate? Are they working?

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Make the most of every conversation with PureCloud by Genesys. You might have noticed that your team is downloading a wide variety of apps to collaborate with at work. This can lead to multiple solutions for instant messaging, video conferencing,

Polish and perfect your IVR solution with professional voice talent.

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Who’s Answering Your Modern-Day Front Door? Is it an internally-recorded voice that doesn’t fit your corporate image? Is it an over-the-top “radio announcer” voice that doesn’t sound like a real person? Or is it a brand-consistent voice actor that makes

How can you create better business outcomes?

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Deliver Gold-Standard Experiences Today and Tomorrow Keep customers, attract new ones and increase revenue with the gold-standard customer experience. Save money with better insights and streamlined operations. Maintain compliance and avoid penalties with purpose-built customer experience solutions. The Genesys Customer Experience

Digital Banking – It’s Time for Digital Reinvention

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What do you like best about going to the bank? What do your customers and members like best? That is, if they do “go to the bank” at all. Today’s young population demands digital ease-of-access and digital ease-of-use. Your members

Where is your contact center platform going?

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Especially in the Contact Center space, if you’re not moving forward you are being left behind. The Genesys PureConnect (CIC) Contact Center is the best now and for the future. Rated No.1 by Gartner for 9 years in a row,

Artificial Intelligence and Bots Mark Next Era of Customer Experience at Enterprise Connect

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Blended AI for Customer Experience Bots and automation collide with the power of human touch. Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer

AVDS and Genesys Offer Avaya Replacement Program – PureBridge 2.0

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Genesys Pure Connect Premise and Cloud special pricing promotion. It’s time to replace your legacy contact center and secure an even greater return on investment. From now until June 30th, 2018, Genesys is providing the following special pricing promotion for

Everyone is talking Omnichannel…for a good reason.

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Customer service channel preferences are shifting rapidly. While demand for phone service remains strong, consumers also expect to conduct business via web chat, email, SMS, mobile devices, social media, and video chat. While these new channels give your business unprecedented

Silos Damage the Customer Experience

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Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company.  We have all seen silos at work. And, some actually do; they can be beneficial when used properly and

What Are the Steps for Delivering Next-Generation Digital Customer Service

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Companies understand the urgent need to create engaging and effortless digital experiences. Investing in new digital channels to more effectively serve their clients is a top priority for business in 2018. You probably know that the majority of customers initiate interactions

SECURITY UPDATE: Meltdown & Spectre – What you need to know…

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What is “Meltdown”? What is “Spectre”? How does it affect my contact center? Is my Genesys platform protected? Meltdown breaks the most fundamental isolation between user applications and the operating system. This attack allows a program to access the memory,

Is your IVR optimized? How would you know?

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One of the top challenges for contact centers and enterprise organizations starts at the IVR. It’s time to fix the “front end”. A regular review and audit of the IVR is critical. The maze of IVR options that accumulate for

Call-backs have been proven to lower abandon rates by 32%

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Call-backs have been proven to lower abandon rates by 32% Challenge: Businesses are losing clients by putting them on hold. Abandon rates, Average Speed of Answer (ASA), and Service Ratings are critical metrics that are under scrutiny by Contact Center managers