PureCloud

PureCloud: The Origin Story

Every great idea starts in a garage. Back in 2012, a group of rebels huddled in a temporary working space to discuss how to...

Build, Buy or Extend: Determine Your Cloud Contact Center Needs

The shift to cloud changed the landscape of call center software. Now, applications are less restrictive and more customizable to...

Topic- vs. Scenario-Based Learning in a Contact Center

This blog post was co-authored by Genesys technology partner, Procedure Flow.If you’ve ever started a new job, you’ve...

Imagine if… A start-up could get enterprise-grade customer experience technology on Day One

The customer experience space is alive with entrepreneurs — bright minds who’ve spotted a gap in the market and come up with...

How Customers Move Through the Five Layers of Self-Service

This blog post was co-authored by Genesys technology partner, MindTouch.The average customer has endless sources of...

Imagine if… A government agency saved 30% on support costs and achieved 90% customer satisfaction

Imagine offering your customers such a high-value digital self-service experience that satisfaction scores soared — and you...

Improve the Customer Experience With DTMF Masking

Switching to DTMF masking for phone keypad payments not only benefits the company taking the payments, it also has significant...

One Small Step: Making Every Call Mission-Critical

At 02:56:15 UTC on July 21, 1969, Neil Armstrong became the first person to step onto the surface of the moon during the Apollo...

Genesys PureCloud Innovations for First-Half 2019

As digital, artificial intelligence (AI) and cloud converge, the Genesys® PureCloud® application continues to support the...

Great Listeners Make Great Contact Center Agents

This blog was co-authored by Genesys technology partner, Customer View.In today’s contact centers, agents must serve...

Shedding Light on Seven Customer Experience Migration Secrets

Guest Blog by Stephen Leaden, Founder and President of Leaden Associates, Inc. Customer experience migration secrets...

Imagine if… You could connect with your customers anytime, on any channel

Imagine having a cloud-based contact center that enables you to deliver superior customer experience across digital channels. By...

Meeting the Need for Integration

System integration has always been a challenging, but essential piece of business. Enterprise Application Integration (EAI) has...

4 Reasons Contact Centers Don’t Meet Service Levels

A service level, as a contact center metric, refers to the contact center’s ability to answer incoming calls in a timely...

Summer 2019 Innovations Features Genesys Cloud and Genesys AI

I’ve just returned from a week at Xperience19, and it was filled with moments — moments of connecting, moments of...