Resource Center

Topic: Contact Center

Contact Center Year-End Roundup 2018

Published January 04, 2019
With the software market saturated with products, which ones are worthwhile? Our 2018 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.

Break Through AI Misconceptions

Published June 11, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions.

Discover the advantage of true omnichannel routing

Published June 11, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.

Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Published June 11, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends.

Forrester Report: Artificial Intelligence with the Human Touch

Published June 11, 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.

Defining and Using Asynchronous Messaging

Published June 11, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency.

Blended AI for Customer Experience

Published June 11, 2018
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.

Forrester Report: Artificial Intelligence with the Human Touch

Published June 11, 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.

Recognize the warning signs of an unhealthy PBX relationship

Published June 11, 2018
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business.

Four Steps to Make Customers Love Your Contact Center

Published June 11, 2018
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).

Search Content Library
Featured Research
  • Intelligence Business Technology Showdown

    Data analytics is at the forefront of business trends, and more companies are leveraging modern technology solutions to unlock data potential. There are two main business software technologies making this possible-Business Intelligence (BI) and Artificial Intelligence (AI). This whitepaper details the differences between AI and BI, and explains the important places where these two technologies combine to benefit your business in powerful ways. more

  • How AI is Impacting Every Aspect of Business

    Artificial Intelligence (AI) technology is decades old, but it's currently making a big move into the business software mainstream (and quickly). This new whitepaper provides a brief history of AI, highlights some of the key ways that AI is reshaping modern business practices and initiatives, and explores the intersection of human and machine in business today. more

  • Enterprise Security Software Roundup 2019

    According to Juniper Research, cybercrime is estimated to cost businesses $2 Trillion in 2019. Your business needs strong security measures in place. The most robust security software available on the market is Enterprise Security, which is a full-spectrum suite of tools that are designed to cover all the important security needs of a company, in one system. Check out our recent whitepaper to learn more about protecting your business against cybercrime and see who's leading the Enterprise Security industry. more

  • The Value of VoIP Communication Quality

    The quality of your business communications directly impacts your business success, and many of the features in VoIP systems are designed to not just support, but improve your communications. This whitepaper discusses the tactics and key VoIP tools you can use to boost the quality of your business communications and increase the value of the collaborations within your company. more

  • 2019 Time & Attendance Software Roundup

    Clocking in and out is simple enough, but does it improve productivity amongst your employees and the organization as a whole? Our Time & Attendance Software roundup discusses some of the benefits that the latest solutions provide, along with some of our tried and tested recommendations. more