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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...

Customer Journeys, Big Data and Astronomical Opportunities

How AI Is Changing the Universe of Customer Experience Exploring and eventually, managing customer journeys has several...

When It Comes to Customer Service, Mid-Size Companies Don’t Get a Pass

If you run a mid-size contact center (those with about 500 customer service personnel or less), it’s probably an understatement...

Genesys Recognized in Gartner Critical Capabilities for Contact Center Infrastructure Worldwide

For a technology provider, few milestones top obtaining a leadership position in a Gartner Magic Quadrant report. That’s why we...

The Biggest Blind Spot in Your Contact Center to Gather Customer Intelligence

We live in the information age where decisions, including those made within the contact center, are based on hard data. Your...

Build Compliance into your Customer Experience Strategy with Semafone

From PCI DSS to GDPR, HIPPA to PIPEDA, and EFTA to ECPA, today’s call and contact centers face the daunting task of keeping up...

How to Temper the Information Overload Plaguing Today’s Customer Service Operations

Many customer service operations face problems with information overload when it comes to operational performance, customer...

Lessons from Shakespeare for Contact Center Infrastructure Owners

The Oxford English Dictionary traces the first printed occurrence of 1,700 words and phrases to Shakespeare. Some of these might...

Bridging the Investment Divide Between CRM and Customer Experience

Last week I had the honor of speaking at Forrester’s CX NYC event – it was an impressive gathering with executives from many...

Making the Case for Rip-and-Replace for Small Businesses

To answer one of mankind’s most pressing and highly debated questions, Queensland researchers conducted a study to determine...

End-of-Support and ROI: Key Drivers for Migrating Disparate Systems

Guest Blog by: Stephen LeadenToday’s competitive market is just that—competitive. Companies need tools to leverage a...

Our Transformation Enables Your Transformation

Blog Series: Rethink the Role of the Customer Experience Vendor—Part 5We talk a lot about the business advantages you gain...

Build Lasting Relationships with Customer Journey Mapping

Ralph Waldo Emerson’s famous quote “life is a journey, not a destination” serves as a valuable reminder for all of us that...

Increase Engagement with CX Knowledge Management

When a customer has a question, all they want is an answer and they want it fast – and it helps if the answer is given in a...

Future-Proof Your Small or Mid-Sized Business

When Borders bookstore closed in 2011, many attributed it to the rise of Amazon.com and the subsequent lower prices that...

Innovation Spotlight: Native Enhancements to the Genesys PureConnect Platform

Ever seen a picture of a sailboat sailing? Notice how the boat is leaning? The tall triangular sails catch a lot of wind, which...

The Gordian Knot of Customer Engagement

Alexander the Great moved across Asia with his armies and came to a palace in Gordian. The palace contained an ox cart in which a...

CX Heroes: Highlighting the Human Touch in Customer Service

Like most people, I notice—and appreciate—great, authentic customer service. And, I know that being on the frontline of the...

Voya Transformation Delivers More Value for Customers

In high tech, it’s easy to become disconnected from the reasons why we innovate and who our products and solutions impact. At...

HelpSocial and Genesys to Bridge the Digital Marketing Gap

Recently, HelpSocial announced their integration with Genesys PureCloud. They offer a useful set of features and benefits to the...

AI Takes You Into a Third Dimension of Differentiation for Customer Experience

The advent of machine learning and artificial intelligence (AI) has created a new dimension of competition for businesses—the...

Participate in the Genesys PureCloud Product Roadmap

At Genesys, customer input is paramount to our feature planning and portfolio management processes. Constantly reviewing user...

Give IT a Break and Still Get Things Done

Tech-KNOWLEDGE-y is power. As the role of technology in business continues to expand, properly leveraging and allocating your IT...

Don’t Stand Still: Turn Mobile Messaging into a Smart Channel

If you’re like me, trying to juggle a career and family priorities, sometimes life gets in the way. Before you know it,...

HAL Joins Contact Center Operations With Predictive Routing

You might remember HAL 9000, the Heuristically programmed ALgorithmic computer from Arthur C. Clarke’s novel 2001: A Space...

Make a Confident Jump from Legacy Contact Center Infrastructure

On a gorgeous summer day with friends, my secret dream of skydiving became a reality. After the jump, the instructor suggested I...

The Tragedy of Doing Too Little, Too Late

Blog Series: Rethink the Role of the Customer Experience Vendor (Part 4)Just as each business is like a living being with...

Raise Your Genesys Game: Drive Value from Your IVR and CX Investment

A May 22 article, co-authored by Juergen Tolksdorf and Paul Humphrey, CEO at Call Journey, opened as follows: “In 2018, the...

Using Contact Center Analytics to Cultivate Organizational Growth

Contact centers should no longer be seen solely as enablers of customer service, but instead as a key driver of business growth....