Customer Engagement

AI Ethics: Making a Commitment for the Future

It’s been almost a year since we’ve launched the Genesys AI Ethics program in mid-2018. In the past year, our work with...

Genesys Cloud: One Platform to Power Innovation and Personalization

The businesses we work with come in all sizes and sophistication stages worldwide, representing many different industries. Yet,...

Determining Your Acceptable Abandon Rate

This blog post was co-authored by Genesys Technology Partner, Brightmetrics.We’ve all been there: sitting with the phone to...

Good News From Denver: Customer Innovation Awards Winners Announced

Mile-high Denver, Colorado is known for being surrounded by beautiful mountain peaks. They love their beer, and they love their...

In Data We Trust: Insights From the Genesys Data-Collection Initiative

In the first blog in the series “In Data we Trust,” we talked about the motivation for data in conversational AI. We also...

6 Benefits of Interactive Voice Response in the Call Center

First impressions can make or break your brand's customer experience. And often, the first touchpoint for customer support is an...

Getting the Best Results From Bots: Q&A With Bosch Service Solutions

I talk with a lot of customers about their bots – chatbot and voicebot deployments – even artificial intelligence (AI)...

Successfully Implement AI-Driven Predictive Routing

More than 2,200 years ago, Greek mathematician, Archimedes, concluded that the shortest distance between two points is always a...

3 Benefits of Video-Enabling Your Contact Center

This blog post was co-authored by Genesys AppFoundry Partner, Vidyo.With improvements in the quality of mobile networks and...

5 Considerations for Your Digital Transformation Plan

A new report from Frost & Sullivan shows that mid-sized call centers are putting digital first. And in doing so, they’re...

Imagine if… You could onboard agents 40% faster

Imagine having a contact center platform with the efficiency to deliver dramatic improvements when hiring new agents while...

Creating an Effective Contact Center Workforce Management Strategy

Contact centers have undergone enormous transformations over the past decades — moving from boiler rooms where agents handled...

3 Ways Cloud Improves Customer Service in Mid-Sized Call Centers

“Outdated technology is like a Gordian knot. A modern cloud platform is your sword.” — Someone smarter and more...

PureSuccess Service Catalog: Customer Engagement Success With the PureCloud Platform

No two companies are exactly alike when it comes to customer engagement. Each one requires its own path, based on unique...

AI Ethics: AI Tools and the Effect on Agent Quality of Life

In the past, manual scheduling or limited tools in the contact center prevented managers from handling employee input when...