Tag: #telecommunications

Journey Mapping – An Outside-In Approach to Delivering Great Customer Experience

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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

8 Major Benefits of a Cloud Contact Center

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The contact center is a constantly changing environment. The goal is an effortless customer experience. The tools for providing a superior CX are changing right along with it. With the cloud-based computing market growing at an increasingly rapid pace, businesses

How does AVDS make it easy for me to do business?

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Certainly, companies do business together. But you work with people. It’s people you know and trust. It’s people who make life easy for you when you work together. We asked ourselves, “What do we do to make it easy for

Deliver Omnichannel Customer Experience from a Powerful All-in-One Cloud Platform

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With Genesys PureCloud, you get a powerful all-in-one communications and customer experience platform that powers happy customer experiences. It’s driven by an award-winning cloud-based platform with a flexible architecture for innovation and scalability, and its customer support features are easy

Educational Webinar – Ideal Coaching with Speech Analytics

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When June 27th 1pm – 2pm EST Featured Webinar Zeroing in on Ideal Coaching Moments with Speech Analytics We all know spot checking or only listening to the worst ones is not a true test of how agents are doing.

What is Return on Investment or ROI?

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Everyone knows the price of everything. Few understand the value of anything. Price is what you pay. Value is what you get. Return on Investment is value. Why? Because it not only accounts for the price paid but also factors

Boost Business with AI and Machine Learning

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There is a lot of talk about Artificial Intelligence today. It has been touted as both the best thing and the worst thing that can happen to humanity. While that remains to be seen, the challenge is where does AI

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,