Resource Center

Topic: Contact Center

Not All Cloud Contact Center Platforms Are Created Equal

Published June 11, 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.

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.

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.

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).

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.

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.

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.

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.

Top Contact Center Tools for Customer Retention

Published May 21, 2018
Customer retention is one of the most important aspects of maintaining and growing revenues, yet many businesses fail to utilize all of the useful tools at their disposal. For example, do you know if you are using your contact center to its full capacity? There are many contact center tools that can drive significant improvements to your customer retention rate, and there’s a good chance you already have access to them.

Self-Service Customer Care

Published April 18, 2018
Don’t make the mistake of assuming that all customer service needs to be handled by a support agent. As is increasingly the case, many people prefer an option to solve their own problems. Offering this “self-service customer care” is a viable solution for businesses of all sizes too - so don’t think you’re off the hook because you’re small.

Improve Your Customer Experience in 9 Steps

Published April 02, 2018
With customer experience quickly becoming one of the top ways to differentiate your business from the competition, now is a great time to optimize your contact center. Your contact center is one of the main ways customers interact with your business, and there are several things you can do to boost their satisfaction with the experience. This is often an easy way to improve key performance metrics using tools you already have.

Executive Brief: Mitigate Avaya risk and future-proof your customer experience

Published March 22, 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.

Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Published March 08, 2018
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises.

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.

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.

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