Resource Center

6 Ways You Should Be Using VoIP Reporting

Published June 05, 2018
The VoIP market is in a period of exponential growth, in fact, it is predicted to generate $86 billion dollars in global revenue by the year 2020. Part of the reason for this growth is the amount fo effective tools that VoIP providers have that support business communication. Download and read our latest guide as it will explain not only why you should be paying attention to your VoIP data, but also outline six key ways that you should be utilizing this reporting.

10 BI Tools and Features You'll Love in 2018

Published May 29, 2018
While Business Intelligence (BI) software has the potential to revolutionize your business by providing more access to usable data, this is only true if you know how to utilize all the available tools. Do you know how to run an ad hoc query? Are you familiar with how to use your dashboards and scorecards, or what KPIs and performance metrics you should be paying attention to?

Top Video Conferencing Tools and Features for 2018

Published May 25, 2018
Are you curious how other businesses are using the latest video conferencing tools to their advantage? While the core functionality of video conferencing is self explanatory, the technology evolves and grows in popularity every year. 2018 will continue this trend of huge adoption rates and exciting new features.

Top Contact Center Tools for Customer Retention

Published May 21, 2018
Customer retention is one of the most important aspects of maintaining and growing revenues, yet many businesses fail to utilize all of the useful tools at their disposal. For example, do you know if you are using your contact center to its full capacity? There are many contact center tools that can drive significant improvements to your customer retention rate, and there’s a good chance you already have access to them.

How Video Conferencing Enhances Your Entire Customer Journey

Published May 11, 2018
‘Customer experience’ may seem a lot like a buzzword - and in many ways it is - but it’s also becoming one of the top differentiators between businesses. While there are many ways to improve the customer experience of your business, some of the simplest to implement involve a tool businesses of all sizes have access to - video conferencing. Don’t overlook it as an excellent way to give customers the personal connection they crave.

Best ERP Features

Published April 30, 2018
Are you thinking of implementing or upgrading to a new ERP and overwhelmed by your options? While there used to only be a handful of good ERP vendors, the market has exploded with a wide array of options for businesses of all sizes. This is great news for your business, but it can also make actually choosing one of these solutions extremely difficult.

7 UC Innovations to Watch for in 2018

Published April 24, 2018
Unified Communications solutions continue to quickly evolve as more businesses realize the benefits of integrating and streamlining their communication tools. 2018 will likely be a big year for Unified Communications, as there are several big innovations on the horizon. If you currently utilize UC or are planning on investing in UC tools, it will be worth your while to pay attention to these developments.

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
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises.

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.

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.

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Featured Research
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    Is VoIP really robust enough to power enterprise communications? Yes. In fact, VoIP features and capabilities are typically designed at the enterprise level to create meaningful collaboration opportunities and support communication needs at every scale. Our latest whitepaper explains how VoIP phone services are setting the the standard in big business communication capabilities, details case studies from leading VoIP vendors demonstrating why so many enterprises are making the move to VoIP, and also covers the top VoIP features and capabilities for enterprises. more

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