The Levels of Experience Orchestration

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May 8, 2017

Are You Keeping Up With the Modern Consumer?

Have you ever woken up sick in the middle of the night – gripped with illness and confused about what is happening? In the...

Liz Weida

May 4, 2017

Are Your Agents Sticking to Their Schedules?

Many contact center operations I have visited face two workforce planning challenges: First, they must ensure that interactions...

Tom Tritten

April 27, 2017

CX17 Breakouts: A Better Customer Experience, Together

Mark your calendars, you won’t want to miss this. From the people who brought you G-Force and Interactions comes CX17, four...

Janelle Binder

April 26, 2017

Red Flags That You’re Not Dealing with a Cloud 2.0 Solution

Cloud software as a service (SaaS) are not just buzzwords anymore; they’re ways for organizations to become agile and efficient...

Genesys

April 18, 2017

Are You Suffering From Compliance Nightmares?

Nightmares are a terrible thing. I am not sure if my recurring dream qualifies as a real nightmare but, every so often, I dream...

Genesys

April 13, 2017

The Growing Problem of Digital Proliferation in the Digital Age

Many businesses are just getting the hang of well-established channels like chat and email, but the speed of digital disruption...

Richard McCrossan

March 29, 2017

Replacing a Legacy Contact Center Solution: Q&A with Stefan Novoszel, Tieto Austria

I recently joined Stefan Novoszel, solution architect with Genesys technology partner, Tieto, for a Q&A session. Our topic is...

Paul Rolfe

March 22, 2017

Avaya Users: Mitigating Risk, Cost, and ROI

As most are aware at this point, Avaya filed for bankruptcy protection (Chapter 11) on January 19, 2017. By many in the Unified...

Steve Leaden

March 8, 2017

Frankenstein and IT Solutions: Ready for Omnichannel?

Creating and sustaining customer relationships across assisted and self-service customer service has become a necessity. But as...

Genesys

March 3, 2017

5 Lessons I Learned in My Journey to the Cloud

Throughout my workday I use chat and video to communicate with colleagues around the world. We use PureCloud to easily share...

Zach Hinkle

February 14, 2017

This Valentine’s Day, Make Your Customers and Employees Love You

Whether you are in the dating phase with a customer or a long-term relationship, great communication is key to a successful...

Genesys

February 9, 2017

Customer Evolution Isn’t Easy: Why Some Companies Flourish

Competition is a good thing. At Genesys, we have always welcomed the challenge posed by our competitors as we all push towards...

Genesys

February 8, 2017

Step into the Spotlight for Customer Experience Innovation

Exceptional customer experience (CX) demands innovation, and it’s time to recognize your hard work in turning smart ideas into...

Genesys

January 24, 2017

Will Your Contact Center Vendor Leave You Stranded?

Many of us take our cars for granted. As long as our tried and true investment gets us to work and back, we keep driving it...

Genesys

January 19, 2017

Are You an Omnichannel Engagement Skeptic?

For many businesses, the promise of omnichannel customer engagement is game-changing. It can be the answer to years of trying to...

Genesys