Resource Center

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: 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.

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:

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.

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.

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.

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.

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.

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.

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.

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.

10 Tips for Scaling Your Contact Center Solution

Published September 07, 2017
You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best.

The 12 Vital Skills of Successful Contact Center Agents

Published September 01, 2017
It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success.

Cloud Contact Center

Published August 28, 2017
Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value.

Contact Center Implementation Best Practices

Published August 18, 2017
Are you looking to add a contact center for your business but not quite sure of how to go about implementing one? You aren't alone, in fact, getting a modern contact center up and running efficiently and effectively is much more difficult than it was even five to ten years ago.

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