Tag: pureconnect

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

How can Process Automation help my business?


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

Maximize Agent Conversations, Reduce Handle Times, Boost Business.


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 do you get the most out of your Salesforce.com CRM?


You take it to the next level with PureConnect for Salesforce. PureConnect for Salesforce provides advanced call controls inside the third-party customer relationship management (CRM) system Salesforce®. PureConnect for Salesforce offers many features including basic call log support, call controls,

Innovation Requires Change


“If you always do what you’ve always done, you’ll always get what you’ve always got.” —Henry Ford Are you afraid OF change? Are you afraid TO change? Henry Ford understood that innovation requires change. He had a vision for the

The 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

Who you gonna call? No, not those guys…


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