Resource Center

Topic: Contact Center

How AI can improve contact center and agent performance

Published June 20, 2019

State of Customer Experience Report

Published June 19, 2019

Solve your call center’s seasonal capacity problem

Published June 19, 2019

Future Proof your small / mid-sized Business

Published June 19, 2019

Migration Playbook

Published June 19, 2019

Customer service best practices

Published June 19, 2019

Contact Center Software & AI

Published May 23, 2019
Contact Center solutions are a business must-have, and AI enhancements for contact centers are ushering in a whole new wave of innovative customer solutions. Our recent whitepaper highlights the key ways that AI is revolutionizing Contact Center solutions, and explains the most innovative, AI-powered tools available or your Contact Center.

Contact Center Roundup 2019

Published January 04, 2019
With the software market saturated with products, which ones are worthwhile? Our 2019 Contact Center Roundup features a list of solutions that are best suited for running operations of any size.

Plan Now for Customer Service in 2021

Published December 13, 2018

Humans + Bots: Tension and Opportunity

Published December 13, 2018

Connect With More Clients Better and Faster

Published October 09, 2018
The important question: Which cloudbased contact center is right for your sales team? This white paper can help you answer this question by outlining the benefits of deploying a cloud contact center and can help you select the best solution by exploring specific features to look for.

Empower Your Customer Service Organization

Published October 09, 2018
For customer service and sales, handling inbound calls is critical to the organization. The way your teams handle the call and the experience the customer has on the phone can have a major impact on how customers perceive your company. It can make the difference between a great company and a fair one.

Contact Center as a Service A View from the Trenches

Published September 05, 2018

2018 Gartner Report: Critical Capabilities for Contact Center Infrastructure, Worldwide

Published July 20, 2018
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.

How to Set Your Contact Center Up for Success in 8 Steps

Published June 12, 2018
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.

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