Resource Center

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.

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.

7 Ways to Make Your Contact Center a Strategic Asset

Published February 14, 2018
Good customer service is an increasingly vital part of business - the amount of people who have switched brands because of a bad experience has jumped to 86% from 59% in just 4 years! If your contact center is currently viewed as a necessary evil, you’re probably doing things wrong. There are many ways to turn a poor performing contact center into a strategic asset, and these improvements can do more than just increase customer retention too.

eBook: The Truth About Cloud in Small Contact Centers

Published January 08, 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.

Nucleus Research: Genesys PureCloud Makes Omnichannel Accessible

Published January 08, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.

Executive Brief: Ten Reasons To Choose PureCloud by Genesys

Published January 08, 2018
Whether you want to replace a legacy contact center solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution

Published January 08, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.

Nucleus Research: Genesys PureCloud Makes Omnichannel Accessible

Published January 08, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.

11 Contact Center Myths Busted

Published January 04, 2018
Contact centers and call centers are the same thing, right? The software you have for your call center will work fine when you upgrade to handle more communication channels, won’t it? The answer to both of these questions is no! Despite the fact that contact centers are becoming an increasingly vital part of doing business in the 21st century, most business owners and managers don’t really understand them.

Is Your Contact Center Holiday-Ready?

Published December 28, 2017
The holiday season can put a large stress on a business, especially when increased sales and general interest lead to mountains of support requests. A little bit of preparation can go a long way in making sure your business manages this increased workload without issues, and the result will be happier customers and your best service season yet.

9 Spooky Signs You Need a Contact Center Upgrade

Published November 09, 2017
When was the last time you evaluated the performance of your current contact center and the software you are using? The results may be frightening! If it’s been awhile since you invested in contact center software, there is a good chance that your needs have changed or that there are better options available now. Fortunately, it’s relatively easy to determine if you need an upgrade or not.

Eight Ways You Should Be Using Contact Center Reporting

Published October 16, 2017
Every day, your contact center collects critical data that can be used to drive strategic improvements to your efforts in the future. But that data is meaningless if you don’t know how to access and analyze it. The key to do doing both is using reporting features. By understanding how to use reporting tools, you will gain much greater insight from the data you are collecting.

The Role of Self-Service in Modern Contact Centers

Published September 21, 2017
By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service.

Tips and Tools for a Positive Contact Center Environment

Published September 15, 2017
When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees.

Search Content Library
Featured Research
  • The Future of Remote Work

    Before it became a necessity during the 2020 COVID-19 pandemic, many companies had already begun realizing the benefits inherent in embracing remote work. These benefits are substantial and signal that (even when the pandemic is but a memory) remote work will continue to flourish and become a mainstay in the redefined workplace - particularly when it comes to VoIP. This guide will demonstrate how the workforce is changing and leaning toward remote work as a permanent business choice, explain the critical role VoIP will continue to play in supporting remote work, and highlight some of the new trends and innovations coming in 2021 for VoIP. more

  • The Best HR & Payroll Features in 2021

    As companies look for cloud-based tools to support recruiting, employee onboarding and training, payroll, and benefits, HR and Payroll software solutions will be positioned for substantial growth every year over the next 5-7 years. But what HR and payroll features are going to be necessities for a changing workforce heading into 2021? This guide describes the functions of HR and Payroll software in the changing business landscape, provides insight into how your business can determine which tools you need, showcases some stats and facts about the HR software market, and outlines the best features and functionalities of Payroll and HR software. more

  • Security Software for Mid-Sized Companies in 2021

    Due to increasing cloud software adoption and a growing number of connected devices leveraged for business, security software is not just a mission-critical necessity, but also a strategic advantage that can be leveraged to secure company data, protect networks, and ensure that all endpoints are open only for authorized, trusted employees. This guide explores recent statistics around cybercrime and endpoint security, outlines the key functions of cybersecurity and endpoint security software, and highlights some of the security industry leaders to watch in 2021. more