Month: February 2018

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 Dec 31, 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