Tag: telephony

TIME IS RUNNING OUT: Genesys PureConnect Technical Update/ Microsoft TLS 1.2 for Office365

Blog, Technical Blog

As of October 31, 2018, Microsoft Office 365 will no longer support TLS 1.0 and 1.1. You MUST BE ON TLS 1.2 by October 31, 2018 if you are using Office365 with the Genesys PureConnect platform. @Genesys TLSv1.2 Connections Documentation

There is a Storm Coming. Are You Prepared?

Blog

Based on historic activity and according to NOAA (The National Oceanic and Atmospheric Association), September is the worst time of the year for storms and hurricanes, especially in the Atlantic region. Make no mistake, there is a storm coming. Does

Modern Credit Union Contact Centers Drive More Member Business

Blog

Nowadays…I love being old enough to use that term…many of us never step foot into a financial services office. Credit card offers rain down upon us daily. The big guys are on every other TV and radio commercial. I can

Learn how to unleash a wealth of insights about your customers and staff!

Blog, Webinars

Join AVDS for an introduction to Call Journey and how it improves the way you serve customers and manage your workforce. Wednesday, September 12, 2018 / 10:30 am CST Listen Better Every conversation is a human connection. Listen to what your

Is bigger better? Does size matter?

Blog

I recently called into one of the premium satellite television services companies to cancel my account. I figured one of the largest contact centers in the country should be able to handle that with some amount of efficiency. It took

How to Truly Transform the Member Experience

Blog

Financial Services contact centers, especially Credit Unions, must work smart to stay ahead of their competition. Technology and consumer demands are changing rapidly. Meeting those demands is crucial to a superior member experience for winning new business and creating member

What You Need to Consider Before Upgrading Your Contact Center

Blog

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

Is your Contact Center Prepared for a Disaster?

Blog

When tragedy strikes, creditors and collection companies need to consider the impact on borrowers in the affected area – altering or suspending collection or marketing activities until customers have time to assess their personal situations. Shaping your outbound contact in

Design with the Future in Mind

Blog, Technical Blog

Out of the many phases of software development – planning, design, implementation, testing, and so forth – the design phase is quite possibly the most important. A well thought out and documented design can identify potential problems and lead to

How Automated Scorecards Improve Agent Performance and the Customer Experience

Blog

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