PureCloud

10 Blogs From 2018 You Shouldn’t Miss

By 2020, 30% of all business-to-business companies will use artificial intelligence (AI) to augment at least one of their primary...

The Customer Experience Trifecta: Personalization, Privacy and Trust

It’s that time of year when business industry pundits start making their predictions for 2019. Digital transformation is a top...

AI Gives Contact Center Knowledge Management a Boost

Most contact center leaders understand the potential and promise of knowledge management (KM) and self-service. Few, however,...

Let’s Talk AI Ethics: The Social Benefits of Artificial Intelligence

In both the world of business and in our personal lives, artificial intelligence (AI)-fueled social interactions have become...

3 Ways to Build a Better IVR with the Genesys PureCloud Solution

When a customer calls a business, they often get their first impression of your business and customer service based on your IVR....

Improve Your Customer Experience With Contact Center Benchmarking

Customer experience is a key competitive brand differentiator. To build long-lasting customer relationships, you must deliver...

AppFoundry Takes the Iron Throne

Game of Thrones fans know that sometimes we must face the unknown in order to gain understanding in a changing world. Genesys...

Matching Contact Center Technology to Shifting Shopping Trends

The summer before my junior year at high school, I started working at a large department store. I typically worked day shift,...

How Artificial Intelligence and Machine Learning Shape Customer Journeys

Years ago, going on a road trip meant using an atlas to plan the route. I loved planning my journey across multiple pages,...

Customer Experience Benchmark Metrics That Matter

Satisfied customers stay; unsatisfied ones take their business to your competitors. Delivering an exceptional customer experience...

Key Stages of the DevOps Evolution in Your Contact Center

Technology is the single most significant factor in how quickly our planet continues to change. However, organizations often...

Automation Conquers the Impossible in the Modern Call Center

The 19th century French mathematician Henri Poincare once said, “It is far better to foresee even without certainty than not to...

Butterball Turkey Talk-Line Uses PureCloud for Better CX

Cooking a turkey can be an anxiety-inducing task for novice and experienced Thanksgiving chefs alike. Not only is the size of the...

How AI and Workforce Management Will Optimize Employee Productivity in 2019

As we round out the year, it’s a good time to reflect on how innovation continues to advance the ways teams can deliver...

Holiday Reading List to Guide Your Customer Experience in 2019

The holiday season is about gift giving, office parties, and family get-togethers. But it’s also the time for reflection and...