Contact Center
Inbound & Outbound Contact Centers
As companies approach a critical size and need to better manage their customer communications, savvy business leaders opt to engage a contact center application to keep a centralized means of communication as customers engage the different channels of communication. For instance a customer inquiry may come in via email, followed by a phone call after which they fax the company some documents followed by a few mailed documents. A good contact center application is able to keep all the disparate forms of communication unified via a single reference to the customer. Any contact center agent is then easily able to access the customer’s file via a single application and assist in resolving any customer inquiry.
Next Steps
There are many factors that determine which contact center solution will best serve your need. Our whitepapers and comparison charts are here to help you make that difficult decision. Contact center solution buyers can also elect to contact center vendors serving an area to get the ball rolling on gathering important product literature. Vendors are more than willing to send you a barrage of information to help you understand their systems and how they benchmark with their competition.
Browse our Featured Research below
With artificial intelligence (AI) gaining ground, the right contact center infrastructure (CCI) can be the critical business differentiator for long-term flexibility and scalability. Gartner Research looked at three use cases to evaluate CCI vendors, and Genesys received the highest use case scores (4.16 out of 5) for Customer Engagement Center in Gartner Critical Capabilities. In fact, Gartner has named Genesys a leader in Contact Center Infrastructure 23 times—and counting. more
A contact center can only perform well if you take the time to set it up for ongoing success. If you just go through the motions and treat your contact center like an unfortunate and unavoidable expense, you aren’t going to see a good ROI - or happy customers. Fortunately, improving the performance of your contact center doesn’t have to be hard or expensive. more
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX). more
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. more
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business. more
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