Resource Center

Self-Service Customer Care

Published April 18, 2018
Don’t make the mistake of assuming that all customer service needs to be handled by a support agent. As is increasingly the case, many people prefer an option to solve their own problems. Offering this “self-service customer care” is a viable solution for businesses of all sizes too - so don’t think you’re off the hook because you’re small.

CRM Buzzwords

Published April 17, 2018
Oftentimes the biggest barrier to entry for new technology is simply understanding it. For every new set of tools, a new lexicon develops that leaves many on the outside looking in. While CRM may not be the newest kid on the blog as far as business technology goes, there are still a lot of people out there who don’t understand the lingo that has developed around it. If this sounds like you, you’re in luck.

9 Ways Video Conferencing Boosts Internal Collaboration

Published April 11, 2018
Internal communication is becoming a hot topic as more businesses focus on how they can better engage their employees, maximize their productivity, and decrease wasted time. Consider that a business with 100 employees loses approximately 17 hours to communication clarification per week - an amount that adds up to $528,000 in annual loss - and it should be clear why this is an important issue.

Improve Your Customer Experience in 9 Steps

Published April 02, 2018
With customer experience quickly becoming one of the top ways to differentiate your business from the competition, now is a great time to optimize your contact center. Your contact center is one of the main ways customers interact with your business, and there are several things you can do to boost their satisfaction with the experience. This is often an easy way to improve key performance metrics using tools you already have.

7 Must-Have CRM Integrations

Published March 28, 2018
Is your CRM software fully integrated with the other tools your business is using, especially for communication and scheduling purposes? If it’s not, you’re almost certainly not benefiting to the fullest extent possible, and you’re likely wasting a lot of time in the process too. CRM integrations extend the functionality of the software, while decreasing administrative work for your employees.

Are VoIP and AI 2018's New Tech Power Couple?

Published March 26, 2018
Whether you like it or not, AI is going to be hugely disruptive across many facets of business over the next decade. According to Constellation Research, the Artificial Intelligence (AI) market will surpass $100 billion by 2025! But the changes aren’t just in the future - AI is going to start shaking things up in 2018 as well.

Executive Brief: Mitigate Avaya risk and future-proof your customer experience

Published March 22, 2018
When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center.

Harnessing the Power of Speech Analytics

Published March 19, 2018
The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all. Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success.

Budgeting for BI in 2018

Published March 12, 2018
Is your business ready for Business Intelligence (BI) software? As BI software continues to improve, more businesses are moving to adopt BI sooner rather than later. Before you make that commitment though, it pays to figure out exactly how much money it will cost you to implement.

Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Published March 08, 2018
The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute.

Forrester Report: Artificial Intelligence with the Human Touch

Published March 06, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

eBook: Not All Cloud Contact Center Platforms Are Created Equal

Published March 06, 2018
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.

eBook: Contact Center Economics and the Cloud

Published March 06, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.

Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow

Published March 06, 2018
Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow.

Architecture spotlight: Three considerations when choosing cloud for your contact center

Published March 02, 2018
A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.

eBook: Blended AI for Customer Experience

Published March 02, 2018
The explosive growth of data, channels and automation change how customers engage with businesses. Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

eBook: Your Definitive IVR Playbook

Published March 02, 2018
What is IVR? IVR is the commonly used acronym for Interactive Voice Response systems. It is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs. Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice response systems for your customers that places the emphasis on:

Executive Brief: Mitigate Avaya risk and future-proof your customer experience

Published March 02, 2018
When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center.

The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter

Published March 02, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.

eBook: The Truth About Cloud in Small Contact Centers

Published March 02, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers.

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Featured Research
  • Self-Service Customer Care

    Don’t make the mistake of assuming that all customer service needs to be handled by a support agent. As is increasingly the case, many people prefer an option to solve their own problems. Offering this “self-service customer care” is a viable solution for businesses of all sizes too - so don’t think you’re off the hook because you’re small. more

  • CRM Buzzwords

    Oftentimes the biggest barrier to entry for new technology is simply understanding it. For every new set of tools, a new lexicon develops that leaves many on the outside looking in. While CRM may not be the newest kid on the blog as far as business technology goes, there are still a lot of people out there who don’t understand the lingo that has developed around it. If this sounds like you, you’re in luck. more

  • 9 Ways Video Conferencing Boosts Internal Collaboration

    Internal communication is becoming a hot topic as more businesses focus on how they can better engage their employees, maximize their productivity, and decrease wasted time. Consider that a business with 100 employees loses approximately 17 hours to communication clarification per week - an amount that adds up to $528,000 in annual loss - and it should be clear why this is an important issue. more

  • Improve Your Customer Experience in 9 Steps

    With customer experience quickly becoming one of the top ways to differentiate your business from the competition, now is a great time to optimize your contact center. Your contact center is one of the main ways customers interact with your business, and there are several things you can do to boost their satisfaction with the experience. This is often an easy way to improve key performance metrics using tools you already have. more

  • 7 Must-Have CRM Integrations

    Is your CRM software fully integrated with the other tools your business is using, especially for communication and scheduling purposes? If it’s not, you’re almost certainly not benefiting to the fullest extent possible, and you’re likely wasting a lot of time in the process too. CRM integrations extend the functionality of the software, while decreasing administrative work for your employees. more