PureCloud

Live Voice in an AI Age

  The nature of customer care and the role of voice within the contact center is changing. As the volume of interactions grow...

20 Ways to Make Every Moment Count at Xperience19

Customer experience has become a chief focus within nearly every industry with its rising complexity and increasing ability to...

Put Analytics First When Migrating Your Contact Center

A successful contact center migration hinges on technical configuration, scalability, change management and reporting. While the...

Genesys Advisor: Helping Create Your Customer Experience Vision Through PureCloud

Success is a journey — not just a destination. You want the right guide to illuminate the path. This is especially true when...

CX Migration Secret #1: Your Contact Center Migration Isn’t a Project

In our “CX Migration Secrets” series, we’ve exposed misconceptions related to nearly every aspect of moving from a legacy...

Make Customer Self-Service Your First Line of Defense

Despite the best efforts of contact center leadership, it’s not always clear how to make agents more efficient and effective....

Imagine if… The Cloud Created a Better Agent Experience

Imagine discovering that your move to the cloud not only improved your customer experience, but it also made your agents happier...

4 Ways to Avoid a Contact Center Migration Disaster

My favorite memory from years of upgrades, patches, hot cuts, office moves and installations was the final migration to a new...

Automate QA Processes and Review 100% of Calls

This post was co-authored by Genesys AppFoundry partner, Call Journey. Contact centers must improve customer experience and...

The Path Taken Makes All the Difference

There’s no consistency in technology services when it comes to customer success programs. This is partly because of business...

AI Ethics: The Impact of Artificial Intelligence in a Contact Center Ecosystem

Artificial intelligence (AI) is evolving and it will affect all of us. While early adopters are investing in technology and...

CX Migration Secret #2: Same-Vendor Cloud Solutions Aren’t Risk-Free

Last year, I finally cut the cord and canceled my cable subscription in favor of streaming. While I was completely satisfied with...

Bradesco: Engaging with Digital Banking Customers Is Next

Customer experience is at the heart of every bank’s success. As Brazil’s second-largest private bank, Bradesco is no...

Imagine if… You could migrate over 35 siloed contact centers to a single virtual contact center

Imagine consolidating your disparate contact center tools, platforms and end-of-life systems into a single, modern omnichannel...

CX Migration Secret #4: Same-Vendor Contact Center Upgrades are Like Icebergs

Icebergs are easy to understand: there is the part that we can see and the part that is hidden underwater. Often, the part hidden...