PureCloud

How to Create an Omnichannel Customer Service Strategy

The key to creating a successful omnichannel customer service strategy is to continually focus on one keyword in that phrase —...

Genesys Cloud: The Way Forward, It Is

Long before cloud was on the tip of every IT and business leaders’ tongues, it was the backdrop for the second film of the...

Best Practices Will Drive Customer Experience Delivery Success in 2020

“For patients to be safe, we need doctors to be able to reflect completely openly and freely about what they have done, to...

Shaping the Employee Experience to Improve Customer Experience

In a world of online reviews, ratings and referrals, delivering an exceptional customer experience becomes the end goal for any...

Honoring Customer Experience Excellence: The 2020 Customer Innovation Awards

You’ve shaped this industry by powering the world’s best customer experiences. It’s your time to shine. For the last 15...

Imagine if… You could deliver a personalized customer experience in the cloud

Imagine being able to leverage your cloud platform to build unbreakable bonds with your customers. Western Governors University...

Get Ready for the 2020 Genesys Customer Innovation Awards

In today’s competitive business climate, a great customer experience sets organizations apart from the competition. In fact,...

AI Ethics in 2020

Artificial Intelligence (AI), as we know it today, has gone through many phases in the past 50 years — from when the first bot...

Prevent Customer Data Loss With Mobile Workers

A lot of interactions with customers today fall outside of the formal contact center. Companies have branches, shops, field...

Immigration and the Impact on Your Call Center

People are on the move. According to the United Nations, the number of people living in a country other than the one they were...

Implementation and the eFinancial Customer Experience Transformation

When leading direct-to-consumer life insurance provider eFinancial wanted to get an edge over the competition, it was time for a...

Unveiling the Magic of Scalability in the Cloud

We’ve all played the game: You look at the sky and try to make meaning of the random shapes in the clouds. And yet, these...

Connect Your Cloud Contact Center to Private Data and Services

Customers in today’s hyperconnected world want to easily communicate with different channels, including phone, Facebook, mail,...

CX Heroes: A Year in Review

Most of the experiences you’ve had with customer service probably have been unremarkable. But, every once in a while, you have...

Don’t Struggle Through Cloud Call Center FOMO

FOMO — fear of missing out — can strike at any time, even in the call center. You’ve read the reports and case studies...