Scott Cravotta

The Future of Self-Service and Genesys Intelligent Automation

My 14-year-old daughter’s heart sank when she felt her dream of playing Division 1 softball slip through her fingers....

How to Build and Manage a Cost-Effective, Flexible, and Scalable Retail Contact Center

The warmth of an agent’s greeting. The assurance of a concise SMS. The micro-content on a web form. The customer experience is...

Is Your Retail Contact Center as Customer-Obsessed as You

All retail contact center staffers want to give great service. It’s why they stay in the job — and why the best ones are...

How to Drive Real Value from AI in Your Retail Contact Center

Artificial intelligence. Machine learning. Predictive analytics. Abstruse and technical? Perhaps — but you don’t need to get...

5 Reasons for Contact Center Employee Burnout

Even though psychologist Herbert Freudenberger first coined the term “occupational burnout” in a 1974 medical journal, the...

Infographic: Government Change Management to Improve Outcomes

Glimpse at an old photo of yourself and it’s easy to see that time marches on, whether you like it or not. And you only need to...

3 Things Every Modern Technology Provider Should Deliver

The average age of a company in the S&P 500 has fallen from 60 years old in the 1950s to less than 20 years old now,...

The Truth About Your Investment in CRM

Industry data shows that for every dollar a company spends on service for existing customers, they spend five dollars on Customer...

Workforce Management Integrations with PureCloud

Technical system integration is a major pain point for businesses. One of the benefits of PureCloud is the ability to integrate...

3 Considerations When Adding a New Digital Channel

I was sitting on the couch working on an integration idea when my youngest son came downstairs, picked up the phone and dialed...

DTMF Technology and Security in the Contact Center

The image of dual-tone multi-frequency signaling (DTMF) in contact centers has recently received a makeover. Used to power...

New Messaging Channels Enhance the PureCloud Platform

You’ve probably had a question or issue you needed to address with a business, but never found the time to call them. We live...

Genesys G-Summit Roadshow Stops in San Francisco

Last week, more than 200 visionaries, partners and industry thought leaders came together at G-Summit San Francisco 2018. Several...

Bring Data-Driven Insights Into Customer Experience Budgeting

As a customer experience professional, you’re likely well-versed in your organization’s customer experience goals, budgeting...

Genesys Net Promoter System Survey and Customer Feedback

Information and data are some of the greatest assets. And businesses generate a wealth of both every minute, creating a...

Back to School Homework Help with PureCloud: Just AskRose

As summer draws to a close, one of the most exciting times of the year for school-age students and their parents makes its annual...

Elevate Contact Center KPIs and Dashboards to the Executive Level

There’s no silver bullet for measuring how effectively a contact center is at achieving its operational goals. Industry...

Knowing the Best Time to Engage with Online Customers

Changing flight plans too close to departure conjures up nightmares for most of us. Even frequent flyers whose employers...

Test Your Artificial Intelligence and Chatbot Knowledge in the Mythbusters Challenge

Play the Artificial Intelligence Mythbusters Game and Win up to $500 in Amazon Gifts!Myths abound in the world of about...

Contact Center Modernization: Q&A With Art Schoeller of Forrester Research

Contact center modernization is far more than just a popular buzzword. It’s a powerful mix of technology, strategy, process and...

Key Features To Improve Sales Conversions by 20 to 400 Percent

The internet has rewritten the rules of business. Digital sales are at the center of this revolution, and the stats are...

Navigating Digital Marketplace with an Augmented Workforce

The digital market is noisy; it’s not easy to be heard or stay visible. When you’re there, you’re competing against...

Infographic: Change Management Starts with Executive Teams

The challenge of change is nothing new. Socrates shared his philosophy for successful transformation more than 2,400 years ago...

Overcome Call Center Challenges With Agent Profile Data

Provisioning standardized and centralized end users across multiple disparate systems is a huge challenge for enterprises. From...

Overcome the Risks of an Outdated Contact Center Infrastructure

Whether it’s a sagging, worn-out sofa or a well-loved car that’s in the shop more than it’s on the road, there are...

7 Things Coca-Cola Learned While Transforming Their Customer Experience

When I was a sophomore in high school, some classmates and I traveled to Sabinas Hidalgo, a small town in Nuevo León, Mexico, to...

Enhancing the Travel Experience with Integrated Customer Service

Summer is the time for holidays and getting away from the stresses of everyday. So, what you don’t want is additional stress...

Infographic: Supporting Lead Management in the Digital World

The convergence of cloud computing, mobility, big data analytics and social networking is now a reality. The line between the...

Use Real-Time Analytics to Drive Efficiency in Your Contact Center

One of the key challenges for any organisation or business unit is the increase of productivity and operational efficiency....

Premium Client Applications Just Released for PureCloud

These days, the world expects constant improvement in all things. Consumers expect improved products and services, along with...

10 Reasons to Make the Switch to a PureCloud Call Center Solution

If your call center or, even worse, your customers suffer from an ineffective and frustrating experience, then it’s time to...

Customers Expect More: Deliver with Speech Recognition

The challenge these days is continuing to find ways to meet rising customer expectations of their experience with your brand...

Don’t Fear the Artificial Intelligence Boogeyman

Throughout history, the boogeyman has taken many different forms as mythical lore used by parents to keep children in line....

Memorable Summer Travels Begin with Exceptional Self-Service

Whether it’s exploring a favorite city, unwinding at a beach resort or adventuring to parts unknown, travel is all about the...

Midsize Contact Centers in Transition: 5 Key Takeaways from IDC Research

Earlier this year, Genesys commissioned IDC to conduct original research on a global scale to better understand the current...

Raising Our Voices For Change: Why Indiana Needs Bias Crimes Legislation

Genesys is a special place to work because we are an extraordinarily diverse and inclusive company. We have more than 5,000...

DTMF Touch-Tone Payment: The New Standard for Payment by Phone

Who came up with the idea of asking people to read payment card numbers out over the phone to a call center agent, when in-store...

PureCloud Browser Extensions Continue to Evolve and Expand

A while back, Google announced the deprecation of Chrome apps. While existing apps are technically still supported, the company...

Build a Voicebot in Your PureCloud IVR Platform with Amazon Lex

Chatbots might be all the rage today, but there’s still a compelling need to make sure your customers have a great experience...

Genesys and Google Team to Drive the World’s Most Powerful AI Experiences

The most successful sports teams are made of players who are on the same wavelength—they play to each other’s strengths...

Real-World Lessons to Smooth the Journey for Contact Center Modernization

If you’ve been following our summer Customer Experience Transformation webinar series, you’ve heard some expert guidance...

Bots Represent Brand: What Does Yours Look Like?

The world has been overrun by bots, but that’s not really a bad thing. They account for more traffic on the Internet than...

Genesys and Google in a Zeitgeist Moment

Today Genesys and Google showcased a new customer experience that combines elements of both companies’ artificial...

Encryption Technology: Is it Enough to Prevent a Breach?

A recent article in PaymentsSource caught our attention. The piece discussed how PCI compliance is not enough for breach...

Summer Reading: Four Books to Reshape Your Contact Center Strategy

I’ve always had a deep fascination in what makes people tick. I also enjoy following how technology assists our behavior and...

Contact Center to World: Reports of My Death Are Greatly Exaggerated

Guest Blog by Dan Miller, Lead Analyst and Founder at Opus ResearchA popular meme on Twitter and in the blogosphere states...

Lessons Learned: Implementing Customer Feedback Systems to Increase Customer Loyalty

It’s common to receive a request for feedback from a brand or business after you make a purchase. Companies regularly use Net...

Bring Enterprise Level Social Capabilities to PureCloud

HelpSocial recently announced their integration with Genesys PureCloud for social customer care abilities. The integration brings...

Remembering Brian Riggs

I was saddened to hear of Brian's death over the weekend in an accident in Southern California. Brian was an industry analyst...

5 Key Criteria for Customer Journey Shaping

Maps and statistics don’t always provide real-life guidance. Statistically, it rains on Mondays in the Netherlands, but last...