Blog

AVDS IVR Visualizer adds Visio integration with Aspose.Diagram for .NET

Blog, Technical Blog

The development team at AVDS has taken the AVDS IVR Visualizer to the next level by adding the most requested feature, Microsoft Visio Export, utilizing Aspose.Diagram for .NET from Aspose. This new feature allows the exporting of the Genesys PureConnect

Friday…loading…Happy Friday from AVDS!

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Another weekend is upon us. You’ve kicked butt and you’ve earned it. Team AVDS is wishing  you a great weekend full of family, friends, and fun. Rest assured, we’re always on the clock and always available to help. So take

Make the most out of Genesys PureConnect skills-based routing to ensure an outstanding customer experience.

Blog, Technical Blog

AVDS Tips & Tricks with Bob Shappell: Secrets on how to route your interactions to the best equipped agent  

AVDS Partners with ContactRelief to Provide Disaster Decision Management – Shelter from the Storm

Blog

Nothing can more negatively or substantially affect a sound contact strategy than a  powerful natural or man-made disaster. When tragedy strikes, creditors need to consider the impact on borrowers in the affected area – altering or suspending collection or marketing

Mega Universal Data Warehouse Breach Affects 340 Million Americans

Blog, Technical Blog

Major Breach Impacts 340 Million Americans    

Design with the Future in Mind

Blog, Technical Blog

Out of the many phases of software development – planning, design, implementation, testing, and so forth – the design phase is quite possibly the most important. A well thought out and documented design can identify potential problems and lead to

URGENT: Genesys PureConnect Technical Update/ Microsoft TLS 1.2 for Office365

Blog, Technical Blog

As of October 31, 2018, Microsoft Office 365 will no longer support TLS 1.0 and 1.1. You MUST BE ON TLS 1.2 by October 31, 2018 if you are using Office365 with the Genesys PureConnect platform. Genesys TLSv1.2 Connections Documentation

How Automated Scorecards Improve Agent Performance and the Customer Experience

Blog

Agents who stay motivated through proper coaching and training are your first opportunity to create a positive “moment of truth” for your customer. Using automated scorecards, you can drive agent performance by providing improved training and coaching. What is call

Are you ready for the best? Make the switch.

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It’s time to replace your legacy contact center and secure an even greater return on investment. From now until December 31, 2018, Genesys is providing the following special pricing promotion for the replacement of an Avaya contact center solution with

Happy Friday from AVDS!

Blog

Sometimes you need help asking the right questions so you can get the right solutions. Reach out to AVDS today…yeah, even on a Friday we’re 100% ready to help!

7 Steps for Next-Gen Digital Customer Service

Blog

The modern contact center is in the midst of the digital revolution. The means by which customers contact businesses via digital channels provides us with actionable insights on how to tailor a superior customer service experience. Are you getting the

Baseball players play baseball. AVDS does contact centers.

Blog

Einstein said, “If you can’t explain it simply, you just don’t understand it well enough”. We boost business by increasing efficiencies, lowering overhead, and separating you from your competition. It’s that simple. Are you ready to knock Customer Experience out

Even a 6-year-old Understands Poor Customer Service

Blog

I had to call a major financial institution this week. I wanted to cancel my services. I wasn’t necessarily unhappy. I certainly wasn’t completely satisfied. I had called them previously to give them the opportunity to keep my business. It

Happy Independence Day from AVDS to YOU!

Blog

Happy Birthday dear United States of Americaaaaa…Haaaapy Birthday tooooo youuuuuu! And, many more! Cheers to the Land of the Free because of the Brave! Have a safe and happy 4th of July! Our best from everyone at AVDS to you

Give customers and agents the experiences they want!

Blog

PureCloud™ makes customer relationships simple by connecting phone, email, chat and social through one tool for better customer and employee engagement. PureCloud was designed with the user in mind. It’s easy for employees to engage with customers and easy to

8 Benefits of the Cloud Contact Center

Blog

Forrester recently predicted the global cloud market will grow from $146 Billion In 2017 to $236 Billion by 2020. Forrester also reported contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service.

How to Gather Customer Feedback in 2018 and Beyond

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Customers are tired of surveys. Consumers are busy. Customer loyalty is becoming harder to secure. They want fast, friendly, effortless service. If they are unhappy with a customer experience, they will tell most of their friends. But they probably won’t

8 Major Benefits of a Cloud Contact Center

Blog

The contact center is a constantly changing environment. The goal is an effortless customer experience. The tools for providing a superior CX are changing right along with it. With the cloud-based computing market growing at an increasingly rapid pace, businesses

Key Elements of a Great Customer Experience (CX) Strategy

Blog

Do I need a customer experience strategy? Here’s what the industry experts have found. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey 55% of customers would pay extra to guarantee a

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! Tomorrow! June 27th 1pm – 2pm EST

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! When June 27th 1pm – 2pm EST

It’s Friday! Yabba Dabba Doo from AVDS to You!

Blog

We hope everyone had a productive week. If anything about your contact center is stressing you out, let it go until Monday. Then call the experts at AVDS and we’ll be ready. If it’s stressing you out that badly, call

How does AVDS make it easy for me to do business?

Blog

Certainly, companies do business together. But you work with people. It’s people you know and trust. It’s people who make life easy for you when you work together. We asked ourselves, “What do we do to make it easy for

Zeroing in on Ideal Coaching Moments with Speech Analytics

Blog, Webinars

We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week! When June 27th 1pm – 2pm EST

PureCloud Platform Availability – AWS Maintenance June 24th 02:00 – 05:00 EDT

Blog, Technical Blog

AWS Maintenance Details affecting the Genesys PureCloud Platform Amazon Web Services will be performing maintenance on June 24th in the US region from 2am-5am EDT time. AWS is changing their base AMI’s for ElastiCache services to provide security updates. The maintenance

Deliver Omnichannel Customer Experience from a Powerful All-in-One Cloud Platform

Blog

With Genesys PureCloud, you get a powerful all-in-one communications and customer experience platform that powers happy customer experiences. It’s driven by an award-winning cloud-based platform with a flexible architecture for innovation and scalability, and its customer support features are easy

Educational Webinar – Ideal Coaching with Speech Analytics

Blog, Webinars

When June 27th 1pm – 2pm EST Featured Webinar Zeroing in on Ideal Coaching Moments with Speech Analytics We all know spot checking or only listening to the worst ones is not a true test of how agents are doing.

What is Return on Investment or ROI?

Blog

Everyone knows the price of everything. Few understand the value of anything. Price is what you pay. Value is what you get. Return on Investment is value. Why? Because it not only accounts for the price paid but also factors

Happy Father’s Day!

Blog

Happy Father’s Day from AVDS to all the Fathers out there! Thanks for everything you’ve done for us! Sincerely, Your Kids

Boost Business with AI and Machine Learning

Blog

There is a lot of talk about Artificial Intelligence today. It has been touted as both the best thing and the worst thing that can happen to humanity. While that remains to be seen, the challenge is where does AI

78.3% Increase in Customer Engagement Rates Without Increasing Sales and Marketing Staff.

Blog

Reach more prospects, interact live with visitors already on your website and convert more leads with highly targeted digital interactions. Genesys AltoCloud monitors every visitor to your online properties and uses machine learning to determine the best prospects to engage with

B&H – A success story for Genesys. A love story for me.

Blog

I love photography! I have been shooting regularly for over 35 years. I photographed professionally “back in the day”. Because of my love for photography I have gone through a lot of camera equipment. I mean A LOT. I shopped

What you need to know to get your analytics strategy on track.

Blog

How do you measure the success of your contact center? The short answer: Analytics. William Thomson, known as Lord Kelvin, was an Irish mathematical physicist in the late 1800’s. He was quoted as, “I often say that when you can

How can you get 12.5% improvement in Agent Handle Time (AHT)?

Blog

Evolving technology affects your business. You can’t sit still. You need a partner who can leverage the changing technology to help you improve your processes, offerings, and services. By now you have heard all the buzz words: Digitization, Transformation, Omnichannel,

7 Reasons Cloud-Based Voice Services are the Right Choice!

Blog

“The times, they are a’changin’”? Bob Dylan wrote that in 1964, over 50 years ago. While that song may last forever, businesses and how we operate them are constantly changing. Remote users, telecommuters, national sales teams, branch offices, home based

Join us tomorrow, June 12, for an enlightening webinar on speech analytics!

Blog, Webinars

Gain Insights on Sentiment Through Speech Analytics What we say, when we say it and equally important, how we say it matters both from a customer and contact center agent perspective. For organizations invested in optimizing customer experience, having a

Gain Insights on Sentiment Through Speech Analytics – Join us June 12th!

Blog, Webinars

Tone Matters! Gain Insights on Sentiment Through Speech Analytics What we say, when we say it and equally important, how we say it matters both from a customer and contact center agent perspective. For organizations invested in optimizing customer experience,

8 KPIs you need to know for measuring customer experience and contact center success.

Blog

Measuring success can be challenging. Especially in the contact center. So, business is doing well, right? Are you contributing to that success? Or maybe business is doing poorly. Is that because of your contact center? The only way to know

Tone Matters! Gain Insights on Sentiment Through Speech Analytics

Blog, Webinars

What we say, when we say it and equally important, how we say it matters both from a customer and contact center agent perspective. For organizations invested in optimizing customer experience, having a deep understanding of customer sentiment is critical

Last Chance to Register for Accurate Contact Center Planning and Forecasting Made Easy!

Blog

Join us June 6th! AVDS and Genesys bring you an insightful overview of: Decisions – Planning and Forecasting Made Easy. Accurate contact center planning and forecasting in just minutes! Too good to be true? Not with Genesys Decisions. Join AVDS and Genesys for

Happy agents make for happy customers. How do you keep your agents happy?

Blog

So, how do you keep your agents happy? One sure way is with gamification. Yeah, that’s right…games at work. But not games instead of work. nGUVU engages your agents with gamification that make work more productive. Agents are motivated and

How does the General Data Protection Regulation (“GDPR”) affect my US business?

Blog

First, let me post a disclaimer here: I am not a GDPR compliance specialist or advisor. I am a business leader and probably fall into the 84% who didn’t fully understand the “nuts and bolts” of the GDPR. So, I

Decisions – Planning and Forecasting Made Easy. Join us June 6th!

Blog

AVDS and Genesys bring you an insightful overview of: Decisions – Planning and Forecasting Made Easy. Accurate contact center planning and forecasting in just minutes! Too good to be true? Not with Genesys Decisions. Join AVDS and Genesys for an informative 30 minute

The success of your contact center depends on accurate operational planning, scheduling and forecasting. Are you ready for success?

Blog

Planning and Forecasting Made Easy. Accurate contact center planning and forecasting in just minutes! Too good to be true? Not with Genesys Decisions. Join AVDS and Genesys for an informative 30 minute overview of Decisions. Date:  Wed., June 6, 2018 Time:  10:30 –

Polish and perfect your IVR solution with professional voice talent.

Blog

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

Is your contact center a profit center or cost center? Without a data analytics strategy how do you really know?

Blog

How do you measure the success of your contact center? The short answer: Analytics. William Thomson, commonly referred to as Lord Kelvin, was an Irish mathematical physicist in the late 1800’s. He was quoted as, “I often say that when

Join AVDS and Genesys for an overview of: Decisions – Planning and Forecasting Made Easy.

Blog

Accurate contact center planning and forecasting in just minutes! Too good to be true? Not with Genesys Decisions. Join AVDS and Genesys for an informative 30 minute overview of Decisions. Date:  Wed., June 6, 2018 Time:  10:30 – 11:00 a.m. CST Featured Panelist:

7 Steps to a Successful Omnichannel Self Service Strategy

Blog

It’s not just voice anymore. And, in many cases, your customer wants an easy automated solution for self-service. What is the answer? A blended strategy that includes AI and automation. The results are lower costs and higher customer satisfaction. Your customers

See how you can gain a competitive edge with these 23 advantages of PureCloud.

Blog

The cloud offers rapid deployments, dynamic administration, and lower costs. But if that’s not enough for you. Here are more reasons why PureCloud is beating the competition. PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution

The Land of the Free Because of the Brave! Memorial Day 2018

Blog

In honor of all those who have made the ultimate sacrifice for our freedom, AVDS offices will be closed on Monday, May 28, 2018 for Memorial Day. Although our offices are closed, our support staff remains available 24 x 7

Maximize Agent Conversations, Reduce Handle Times, Boost Business.

Blog

One of the most exciting announcements of #CX18, the Genesys annual customer conference held this year in Nashville, was the news of Genesys #Predictive #Routing planned for release this summer (2018) along with many other enhancements to the #PureConnect and #PureCloud platforms.

Is your CX suffering due to a neglected employee engagement? Get Workforce Management!

Blog

If your workforce isn’t optimized, chances are your customer experience is suffering because of it. Workforce Management is just what the doctor ordered. Research by Dimension Data shows that almost 60% of businesses surveyed have no solution in place for

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences

Blog

Journey Mapping is rapidly becoming a “must have” for today’s modern contact center and enterprise services businesses. A customer journey map is a visual representation of the various steps a customer goes through when engaging with your business. In each industry, only

Genesys PureCloud platform helps POS tech provider deliver superior support!

Blog

Lightning-fast deployment and ease of use result in increased operational efficiencies, improved customer satisfaction (CSAT), and reduced costs. The PureCloud by Genesys platform enables the Vivonet contact center to provide the most reliable tech support, while giving them powerful and

Happy Friday from AVDS!

Blog

Good morning and Happy Friday! On a scale of 1 to cake, how much do you like Friday? Our weeks are busy and our days are full. We have accomplished much since Monday. Many goals were met and many problems

How can Process Automation help my business?

Blog

SUCCESS STORY: CAMDEN PROPERTY TRUST The Challenge – Many businesses today still face the challenge of automating their business processes. Camden Property Trust, one of the largest publicly traded multifamily companies in the United States was challenged with an antiquated and

How would you like that served?

Blog

Very good with a side of easy, please. When is the last time you called a taxi on the phone instead of ordering up an affordable easy ride with a just a few clicks of an app? The same desire

Are you seeing business from the customer’s point of view?

Blog

If you aren’t viewing your business from the customer’s perspective, you may not be getting a clear picture. If we can understand how our customers feel at the very moment they are interacting with our business, we can make the

Why AVDS? Because No Body Does It Better.

Blog

Our team is comprised of industry experts and certified engineers with proven track records of success in the contact center and enterprise telephony space. One of the key areas of our success is due to our outstanding Operations and Support

Check out the fun we had in Nashville at Genesys CX18!

Blog

Check out the fun from Nashville! Our very own Sharon Moon, President of #AVDS was captured on the film (:21). Our team had a great time meeting old friends, valued customers, and new contacts at #CX18. #Genesys

How do you increase agent efficiency by up to 60%?

Blog

  How do you increase average agent interaction time from 24% to as much as 83%? By implementing Interaction Dialer, businesses are able to increase actual talk time from 24% to as much as 83%. How? By eliminating the requirement

How do you get the most out of your Salesforce.com CRM?

Blog

You take it to the next level with PureConnect for Salesforce. PureConnect for Salesforce provides advanced call controls inside the third-party customer relationship management (CRM) system Salesforce®. PureConnect for Salesforce offers many features including basic call log support, call controls,

Could Your Communications System Be At Risk?

Blog

It’s that time of the year, again. Storms, hurricanes, floods, and other inclement weather is upon us. Your business could be impacted at any time by a natural or other disaster that could disable your communications systems. AVDS provides Business Continuity

Innovation Requires Change

Blog

“If you always do what you’ve always done, you’ll always get what you’ve always got.” —Henry Ford Are you afraid OF change? Are you afraid TO change? Henry Ford understood that innovation requires change. He had a vision for the

AVDS named one of Houston’s Best & Brightest Places to Work for the fourth consecutive year!

Blog

Happy people make a great team. That’s exactly what we have going here at AVDS where Human Resources are our most valued resources. Our dedicated and passionate employees bring their integrity, vision, and innovation to everything they do. Thanks to

CX18 – Women in Technology Luncheon – Sharon Moon, President – AVDS

Blog

Join us at the CX18 Women in Technology Luncheon in Nashville, Thursday May 3rd, 12:30 – 2:00 pm. Our very own Sharon Moon – President of AVDS will be one of the esteemed panelists among some outstanding women in technology.

6 Key Elements of a Successful Business Process Automation Project

Blog, Technical Blog

Business Process Automation (BPA) is the concept of using automation to streamline internal processes. The result is savings in time, resources, and a reduction in errors caused by the human element. Interaction Process Automation (IPA) is a tool that makes

Who you gonna call? No, not those guys…

Blog

Who are you really going to call if you have a problem and need some help? For most of us that is family or close friends. We all have that “go to” person with integrity who we know will show

Is Friday the End of the Week?

Blog

The calendar says the week starts on Sunday. My schedule tells me the week starts on Monday with a morning meeting. So, is Friday the end of the week when the weekend is only 2 days? If Friday were truly

Decisions, Decisions, Decisions™…

Blog

In today’s active contact center it seems like we are making a million decisions a day. What if you could automate much of that decision making process and free up your mind, and your time, for better things? Who wouldn’t

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

Blog

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

Blog, Press Releases

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.

Blog

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

Blog

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

Blog

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?

Blog

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)

Blog

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!

Blog

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?

Blog

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?

Blog

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

Blog

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?

Blog

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

Blog

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…

Blog

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.

Blog

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

Blog

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.

Blog

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.

Blog

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

Blog

Time is running out…Genesys PureConnect Premise and Cloud special pricing promotion. Offer good until June, 2018. Get your copy of the PureBridge migration datasheet here: PureBridge-Assessments-BR-EN It’s time to replace your legacy contact center and secure an even greater return

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

Blog

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

Blog

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…

Blog

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?

Blog

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,

How can you create better business outcomes?

Blog

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

Blog

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?

Blog

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

Blog

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

Blog

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.

Blog

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

Blog

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

Blog

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…

Blog

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?

Blog

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%

Blog

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