Tag: telephony

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

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

URGENT TECH BULLETIN: 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

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

Join AVDS and Genesys for an overview of: Decisions – Planning and Forecasting Made Easy.

Blog

Accurate contact center planning and forecasting in just minutes! Too good to be true? Not with Genesys Decisions. Join AVDS and Genesys for an informative 30 minute overview of Decisions. Date:  Wed., June 6, 2018 Time:  10:30 – 11:00 a.m. CST Featured Panelist:

7 Steps to a Successful Omnichannel Self Service Strategy

Blog

It’s not just voice anymore. And, in many cases, your customer wants an easy automated solution for self-service. What is the answer? A blended strategy that includes AI and automation. The results are lower costs and higher customer satisfaction. Your customers

Are you seeing business from the customer’s point of view?

Blog

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