Tag: communications

What you need to know to get your analytics strategy on track.


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)?


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,

7 Reasons Cloud-Based Voice Services are the Right Choice!


“The times, they are a’changin’”? Bob Dylan wrote that in 1964, over 50 years ago. While that song may last forever, businesses and how we operate them are constantly changing. Remote users, telecommuters, national sales teams, branch offices, home based

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

See how you can gain a competitive edge with these 23 advantages of PureCloud.


The cloud offers rapid deployments, dynamic administration, and lower costs. But if that’s not enough for you. Here are more reasons why PureCloud is beating the competition. PureCloud by Genesys is a unified, all-in-one customer engagement and employee collaboration solution

Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences


Journey Mapping is rapidly becoming a “must have” for today’s modern contact center and enterprise services businesses. A customer journey map is a visual representation of the various steps a customer goes through when engaging with your business. In each industry, only