Tag: genesys

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

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

Blog

“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

Genesys and Cisco Integration: You Have Options!

Blog

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?

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

6 Major Components of the Modern Contact Center

Blog

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

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

Do You Have the Right Cloud Following You Around?

Blog

For 20 – 2000 users, it is the silver lining for your business. It provides all the channels in one platform and enables you to scale up or down from a capabilities standpoint or a user standpoint. And, add #PureCloud

Update Your Contact Center Today or Risk Losing Business Tomorrow!

Blog

Frost & Sullivan White Paper Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition.

Here is the problem with your Quality Assurance practice…

Blog

83% of all companies still list customer experience in their top 3 business strategies, and many of these organizations have “Voice of the Customer” programs without leveraging the most important data – the actual VOICE of the customer. To shape the

Meet Steve…and Learn How AVDS Solved His CX Challenges!

Blog

@Genesys #PureCloud and #AVDS. A flexible, all-in-one, customer experience platform that meets your needs! Contact the CX Pro’s at AVDS TODAY!   Written by: Brian Barnett Director of Marketing, CX Aficionado, Engineer, Photographer, Family Man… www.avds.com