Category: Blog

Risk Management & Compliance in the Contact Center: How Voice Data Can Help.

Blog, Guest Blog

As well as consistently working to improve customer experience and maximize sales, contact centers today are faced with perhaps the most daunting challenge of all: remaining compliant with ever-changing rules and regulations and ensuring watertight data protection policies. The ramifications

6 Keys to Successful Agent Engagement – Are your agents smiling?


When I go into a store, I am looking for a product. What keeps me coming back to that store is the service experience. There is value in great customer service. Great customer service saves me time. Great customer service

Happy Friday! Oh, the places you will go…


Sometimes we have to get back to the basics. Here’s a quote from Dr. Seuss to help steer you into the weekend. You have BRAINS in your HEAD. You have FEET in your SHOES. You can STEER yourself in any

Genesys Named a Gartner Magic Quadrant Leader 23 Times and Counting!


“In the Gartner 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, @Genesys has once again maintained a leadership position and placed furthest among all vendors for completeness of vision. We believe this position continues to validate our mission to power

Happy Friday from AVDS!


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!

Genesys and Cisco Integration: You Have Options!


The Gartner award winning @Genesys #PureConnect and #PureCloud Platform offers everything you need in a Contact Center and Enterprise Voice solution. However, many companies are updating evolving systems and processes while working within the confines of budgets and contract commitments.

How Do You Measure Contact Center Success?


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

The Evolution of Technology: From a Railroad to Wireless.


The United States railway system is a phenomenal story. In 1828 the B&O Railroad was born. Yes, the one on the Monopoly board. Spawning towns across the nation, connecting farms and cities, delivering mail and goods; the railways system was

Disruption & Reinvention: How Do You Handle Change?


When we think of the disrupters and the disrupted, it’s easy to think of “Blockbuster vs Netflix”. Netflix knocked em out faster than Mike Tyson did Marvis Frazier (among many others). How about BlackBerry vs iPhone? Bam, BlackBerry was down

6 Major Components of the Modern Contact Center


Digital Transformation has been going on around us for years. I personally don’t know anyone who has celebrated the completion of theirs. Why? Because it’s a dynamically evolving strategy. As long as technology advances, we must change with it. What