Tag: ivr

7 Steps for Next-Gen Digital Customer Service

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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

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

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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.

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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)?

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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,

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 Process Automation help my business?

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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

Who you gonna call? No, not those guys…

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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

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