Resource Center

Topic: Contact Center

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: 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.

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.

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.

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.

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: 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.

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.

The Best Contact Center Solutions in 2018

Published February 05, 2018
Considering the importance customer service has always had in business, it’s hard to imagine it becoming more important. But according to Microsoft, 56 percent of global customers say they have higher expectations for customer service now than they did just one year ago! With that in mind, it makes sense why so many businesses are placing such a high priority on improving and updating their contact centers. This isn’t an area to neglect.

Top Contact Center Features and Trends You Should Know for 2018

Published January 24, 2018
Customer experience is quickly becoming one of the main ways a business can differentiate themselves from the competition, and contact centers are a big part of this. Consumers increasingly expect fast, effective service from a multitude of channels - including the option to self service. If your business can’t efficiently handle the service demands of your customers, there’s a good chance they’ll be shopping elsewhere in the near future. Make sure your business is ready for the New Year by reading our guide on the Top Contact Center Features and Trends for 2018.

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.

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Featured Research
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