Tag: 713

What You Need to Consider Before Upgrading Your Contact Center

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When we talk about the contact center, we are talking about the business of customer service and creating an effortless customer experience. You want to make it easy for your customers to do business with you. That starts with a

AVDS Professional and Managed Services add up to ease of operation and peace of mind for your business.

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When it comes to administration and implementing best practices for your communication systems, many businesses are falling behind. Companies are understandably focused on the revenue generating activities of the business. This often leaves daily maintenance, updates, administration, system monitoring, and

AVDS and Genesys Offer Avaya Replacement Program Special Promotion- PureBridge 2.0

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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

How Automated Scorecards Improve Agent Performance and the Customer Experience

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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

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,

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

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.

How would you like that served?

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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?

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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