{"id":564284,"date":"2025-03-28T08:35:36","date_gmt":"2025-03-28T15:35:36","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=564284"},"modified":"2025-03-28T13:28:38","modified_gmt":"2025-03-28T20:28:38","slug":"contact-center-software","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/contact-center-software","title":{"rendered":"Contact centre software"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>All you need to know about modern contact centre software<\/h1>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;547054&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;pillar-nav&#8221; offset=&#8221;vc_hidden-xs&#8221;][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner el_class=&#8221;pillar-nav-list px-0&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-0&#8243;]<\/p>\n<h2 class=\"h4\">Table of contents<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;nav-list-container&#8221;]<\/p>\n<ul class=\"nav-list nav-list-0\" data-group=\"0\">\n<li><a class=\"nav-item nav-main\" href=\"#main-0\">Learning modern contact centre basics<\/a>\n<ul class=\"nav-list-sub\">\n<li><a class=\"nav-item nav-sub\" href=\"#sub-0-0\">Understanding contact centre software<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-0-1\">Types of contact centre software<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"nav-list nav-list-1\" data-group=\"1\">\n<li><a class=\"nav-item nav-main\" href=\"#main-1\">Exploring contact centre solutions<\/a>\n<ul class=\"nav-list-sub\">\n<li><a class=\"nav-item nav-sub\" href=\"#sub-1-0\">Benefits of implementing contact centre software<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-1-1\">Essential features to look for in contact centre software<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"nav-list nav-list-2\" data-group=\"2\">\n<li><a class=\"nav-item nav-main\" href=\"#main-2\">Implementing contact centre software<\/a>\n<ul class=\"nav-list-sub\">\n<li><a class=\"nav-item nav-sub\" href=\"#sub-2-0\">Getting started with contact centre software<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-2-1\">Choosing the right vendor<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-2-2\">Step-by-step guide to implementing contact centre software<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"nav-list nav-list-3\" data-group=\"3\">\n<li><a class=\"nav-item nav-main\" href=\"#main-3\">Optimising your contact centre software solution<\/a>\n<ul class=\"nav-list-sub\">\n<li><a class=\"nav-item nav-sub\" href=\"#sub-3-0\">Overcoming common challenges<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-3-1\">Case studies: Successful implementations<\/a><\/li>\n<li><a class=\"nav-item nav-sub\" href=\"#sub-3-2\">Future trends in contact centre technology<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"nav-list nav-list-4\" data-group=\"4\">\n<li><a class=\"nav-item nav-main\" href=\"#main-4\">Frequently asked questions<\/a><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;pillar-content&#8221;][vc_column_text css=&#8221;&#8221; el_class=&#8221;main-heading&#8221; el_id=&#8221;main-0&#8243;]<\/p>\n<h2>Learning modern contact centre basics<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-0-0&#8243;]<\/p>\n<h3>Understanding contact centre software<\/h3>\n<p>Contact centre software is a suite of applications that allows contact centres to operate more easily and efficiently. It can do many things \u2014 enable agents to respond across channels seamlessly, orchestrate personalised experiences for the individual customer, surface and share the right information at the right time using artificial intelligence (AI), and more. But collectively, all these capabilities solve one problem. They make it easier for businesses to serve their customers, where and when their customers need it.[\/vc_column_text][vc_row_inner content_placement=&#8221;middle&#8221; el_class=&#8221;bgc-lgray mx-0 my-3 py-2 px-1 py-sm-3 px-sm-2 rounded-lg&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;549700&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;200px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"text-22 font-weight-bold\">Fact:<\/p>\n<p>71% of CX leaders around the world say that implementing a CX platform that integrates systems is their number one technology initiative over the next year.<\/p>\n<p class=\"mb-0\"><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-state-of-customer-experience\">\u201cThe State of Customer Experience,\u201d Genesys, 2024<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>The evolution of contact centres<\/h4>\n<p>Today\u2019s contact centre is far more advanced than the call centres of the 1960s. As technology has changed and evolved, customer and business needs have as well. Today\u2019s customer is not satisfied with a paint-by-numbers approach to service.<\/p>\n<p>Customers seek out businesses using more channels than ever. Of course, customers still place phone calls, but they also expect service via social media, email, a company\u2019s app and more. And they expect a personalised experience that\u2019s simple to navigate, whatever channel they choose.<\/p>\n<p>The traditional call centre may not be dead. But the contact centre \u2014 an omnichannel customer service hub where agents can meet customers where they want to be \u2014 is quickly replacing it.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Key components of modern contact centre software<\/h4>\n<p>What makes modern contact centre software \u201cmodern\u201d? Today\u2019s customer expects more than they did 10 or even five years ago.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>A modern contact centre needs to be based in the cloud<\/h4>\n<p>Cloud-based call centres are more the norm now than the exception, since today\u2019s customer is so much more likely to be online. That also means today\u2019s call centre software needs to be able to interact seamlessly with third-party applications from time management software for your employees to social media platforms to CRM systems.[\/vc_column_text][vc_row_inner content_placement=&#8221;middle&#8221; el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/best-practices-migrating-from-a-legacy-contact-center\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"540\" height=\"428\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/migrating-from-a-legacy-contact-center-cta-thumbnail.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><h5 class=\"h4\">Don\u2019t get stuck with legacy call centre tech<\/h5>\n<p>Are you still operating an old-school contact centre? Read four stories of leading brands finding success after moving to the cloud.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the guide<\/div><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]Finally, the focus of any and all contact centre software you use should be to craft and curate an amazing end-to-end experience for your customers. Personalisation is key.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-state-of-customer-experience\">Eighty percent of consumers say<\/a> they\u2019ll buy more and more often from brands that consistently personalise their service experience. And nearly two-thirds say their most preferred form of personalisation is receiving the service they need in their preferred channel when they need it.<\/p>\n<p>While a few years ago some customers might have found overly personalised interactions a little off-putting, today\u2019s customer actually expects and prefers them. The more you can serve exactly what a customer needs when they need it, without having to ask, the better.[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-0-1&#8243;]<\/p>\n<h3>Types of contact centre software<\/h3>\n<p>A number of different software options are available for businesses looking to upgrade contact centre capabilities.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>On-premises vs. cloud-based solutions<\/h4>\n<p>One of the two primary ways to host your call centre software solution is on-premises, or \u201con-prem.\u201d This means that your business owns computer servers and uses them to house an instance of whatever contact centre software you choose to use.<\/p>\n<p>As technology evolves, an increasing number of businesses are switching to cloud contact centre software. A cloud call centre solution lives within a third party\u2019s physical server stack, and those resources are available to you as needed. It delivers the advantage of cost and convenience \u2014 no physical space, no server purchasing. Just all the computing power you need, when you need it.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Omnichannel support systems<\/h4>\n<p>As the number of customer touchpoints with your brand grows, so too does the importance of being able to connect them all. Any modern contact centre platform needs to be able to pull in customer data from all available sources, from social media posts to chats to the sales team\u2019s CRM data to phone numbers to website tracking. Ideally, AI can sort and surface this data, all at the appropriate moments to help your agents make the customer experience (CX) just right.<\/p>\n<p>It\u2019s not just about having data from everywhere. It\u2019s about being able to use that data when it\u2019s needed.[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;main-heading&#8221; el_id=&#8221;main-1&#8243;]<\/p>\n<h2>Exploring contact centre solutions<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-1-0&#8243;]<\/p>\n<h3>Benefits of implementing contact centre software<\/h3>\n<p>Why should you use contact centre software? A new or improved tech stack can take your call centre to the next level for your customers and employees. Let\u2019s look at a couple of the major improvements that you can make and how they impact your business.[\/vc_column_text][vc_row_inner content_placement=&#8221;middle&#8221; el_class=&#8221;bgc-lgray mx-0 py-2 px-1 p-sm-2 rounded-lg my-3&#8243;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"text-22 font-weight-bold\">Fact:<\/p>\n<p>CX leaders say the top two benefits they\u2019ve seen from moving to the cloud are better access to data across channels and the ability to add new capabilities, channels and features more rapidly.<\/p>\n<p class=\"mb-0\"><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/the-state-of-customer-experience\">\u201cThe State of Customer Experience,\u201d Genesys, 2024<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Enhancing customer experience and employee experience<\/h4>\n<p>Modern contact centre software is improving the customer experience for all users. For your customers, it makes it easier to get the support they need. For your employees, it makes it easier to provide that support.<\/p>\n<p>What do your customers see when they interact with contact centre software? Ideally, not much \u2014 most of what they experience happens behind the scenes. But call centre software makes their customer service experience more seamless. It allows them to carry the same question across a number of different channels without having to explain over and over again what they need.<\/p>\n<p>Your employees see and touch the software interface, so they\u2019ll have a more intimate view of how it helps. It streamlines information flow, gathering all the relevant data for any customer into one place for easy access. It does the same for communications channels, meaning they won\u2019t have to switch from Facebook message to chat client. It makes the work less of a struggle, and eliminates a lot of the repetitive, menial parts of the work as well.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Streamlining operations and increasing efficiency<\/h4>\n<p>Improving the employee experience goes beyond impacting customer service agents\u2019 day-to-day work lives. It boosts your company\u2019s efficiency on a macro scale as well. This includes making your information more accurate, your support more helpful, and your customer service process more streamlined and effective overall.<\/p>\n<p>Artificial intelligence plays a major role here. It can do a lot of manual work on behalf of the agent \u2014 gathering information, finding it when it\u2019s needed, even summarising and transcribing customer interactions so a person doesn\u2019t have to. This means those tasks can now be done quicker and without much human intervention, which frees up your agent\u2019s time to do the more complex work of helping people who have tougher problems.<\/p>\n<p>In short, with modern contact centre software, more customers get helped in less time, and more of them get the right answer the first time.[\/vc_column_text][vc_row_inner content_placement=&#8221;middle&#8221; el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/contact-center-buyers-guide\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"821\" height=\"464\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Contact-Center-Buyers-Guide-2025-Thumbnail-820x464_1x.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><h5 class=\"h4\">Get the tools to make your contact centre software decision<\/h5>\n<p>The \u201c2025 Contact centre buyer\u2019s guide\u201d gives you the foundation to seek the best option to allow your business to orchestrate amazing experiences for your customers starting now.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the guide<\/div><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-1-1&#8243;]<\/p>\n<h3>Essential features to look for in contact centre software<\/h3>\n<p>The modern contact centre is complex, and it needs more to run properly than a good switchboard. But with the right contact centre platform, providing personalised and orchestrated customer experiences to every individual is easier than it\u2019s ever been. Here are the key features you\u2019ll need to have in any contact centre solution that\u2019s worth the investment.[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; el_class=&#8221;my-3&#8243;][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Artificial intelligence and predictive routing<\/h4>\n<p>AI can help with call routing and management to allow customers to self-serve for simple queries and when more support is needed, use skills-based routing to automatically send the customer to the right human agent for the job.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Real-time reporting and analytics tools<\/h4>\n<p>Unlock insights about every customer interaction and use what you learn to improve experiences for customers and agents alike.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Customer journey management<\/h4>\n<p>Deliver frictionless experiences at scale to every single customer and measure their success so you can optimise their entire journey.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Digital customer engagement<\/h4>\n<p>Give your customers easy, seamless access to your customer support team on whatever <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/digital\">digital channels<\/a> they prefer, across chat, SMS text message, email and social media.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Integration with CRM platforms and more<\/h4>\n<p>No contact centre software solution is going to be able to do everything \u2014 so they need to be able to integrate with third-party applications that provide the tools to enhance experiences for your customers and your agents.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Workforce engagement management (WEM)<\/h4>\n<p>Drive employee satisfaction and, therefore, employee retention by providing your customer service team the tools, support and growth opportunities they need to be the best versions of themselves every single day.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Voice and interactive voice response systems<\/h4>\n<p>Be there for customers who prefer phone-based support with advanced, modern tools like <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/interactive-voice-response-ivr\">interactive voice response<\/a> (IVR) and <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/automatic-call-distribution-acd\">automatic call distribution<\/a> (ACD).[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221; el_class=&#8221;main-heading&#8221; el_id=&#8221;main-2&#8243;]<\/p>\n<h2>Implementing contact centre software<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-2-0&#8243;]<\/p>\n<h3>Getting started with contact centre software<\/h3>\n<p>Whether you\u2019re starting from scratch at a startup business, trying to make an aging call centre modern or making a switch from one contact centre software solution to another, getting started with a new platform is a major step. Here are the first few steps you must take in order to get started.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Assess your business needs<\/h4>\n<p>All options won\u2019t necessarily provide your business the same capabilities and features, though there is plenty of overlap. What does your business need? Are you a small business trying to provide a limited customer base with a boutique experience? Or are you an enterprise trying to efficiently provide a top-tier customer experience to a global customer base?<\/p>\n<p>Different software platforms will serve different needs \u2014 and <a href=\"https:\/\/www.genesys.com\/en-gb\/genesys-cloud\">the right platform<\/a> will evolve alongside your business. Before you start investigating your options, make sure you\u2019re deciding based on a firm knowledge of what you need call centre software to do for you.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Plan your budget<\/h4>\n<p>Once you\u2019ve determined your contact centre needs, you can decide whether a custom solution will be necessary or not.<\/p>\n<p>Different call centre software providers price and charge differently. Some offer subscription-based fees, some charge by the number of agent seats required or number of calls per month. Some also offer a la carte options or add-on features for additional fees, which is why a <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/call-center-software\">custom call centre solution<\/a> can sometimes cost more.[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-2-1&#8243;]<\/p>\n<h3>Choosing the right vendor<\/h3>\n<p>Once you\u2019re sure of your requirements, it\u2019s time to determine the right call centre software partner for your business needs. Here\u2019s what you should be asking and keeping in mind along the way.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Criteria for evaluation<\/h4>\n<p>What should you be looking for? Mainly, you\u2019ll be interested in the software solution\u2019s current capabilities, like how it routes calls to the right agent, how it handles customer information and what kind of quality assurance is offered. But while these things are obviously important, you should look deeper as well, at things like:<br \/>\n[\/vc_column_text][vc_row_inner r_gutter_size=&#8221;gutter-small&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;my-2 checklist&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>The vendor\u2019s product development roadmap<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>The vendor\u2019s implementation track record<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Whether the vendor has a native AI model, a third-party model or no AI at all<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>The vendor\u2019s average annual, monthly, and daily uptime<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]Different vendors will have different strengths and weaknesses, and it can be difficult to properly compare them all simply through marketing content, especially if you\u2019re somewhat new to contact centre software. Don\u2019t be afraid to take time with a sales representative to ask all the questions you might have, and don\u2019t be afraid to take advantage of a few free trials to get a closer look.<\/p>\n<p>An RFP can help to simplify your evaluation process by providing a consistent structure for potential vendors to describe their offerings \u2014 and a consistent structure in which you can compare them.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Questions to ask potential providers<\/h4>\n<p>It\u2019s important to make sure that any call centre software you use, and the vendor you work with, fits with your organisation. There are literally hundreds of questions you could ask potential contact centre software partners as you vet them. Let\u2019s examine some questions you should ask for the different subjects you should be investigating as you go.[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221; el_class=&#8221;my-3&#8243;][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Vendor information<\/h5>\n<p>What differentiates your solution from competitors? Are you a \u201cleader\u201d in the industry?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Core requirements<\/h5>\n<p>Does the solution have an intuitive, web\/mobile-based user interface that\u2019s easy to use and deploy?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Journey management<\/h5>\n<p>In what ways can you analyse cross-channel journeys \u2014 by interactions, customer, flow, agent and journey?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Omnichannel capabilities<\/h5>\n<p>Can your solution access data across all your channels so customers don\u2019t have to repeat themselves?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Artificial intelligence<\/h5>\n<p>Are your AI models internal and proprietary, built internally from an open-source base or provided by a third party?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Workforce engagement management<\/h5>\n<p>Describe how the solution facilitates employee learning and training. Are there any embedded tools for employee onboarding and continuous development?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Security and availability<\/h5>\n<p>Describe any built-in safeguards. How do you protect against malicious internal data threats?<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h5>Customer success<\/h5>\n<p>What methodologies do you use to ensure successful customer onboarding, adoption and retention?<\/p>\n<\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-center \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/practical-guide-to-creating-a-contact-centre-rfp\" target=\"\" rel=\"\"><div class=\"card-body text-center col-content\"><h5 class=\"h4\">Start the search for the right contact centre partner<\/h5>\n<p>Not sure how to get started on choosing the right call centre software vendor? Find the right partner with our \u201cPractical guide to creating a call centre RFP.\u201d<\/p>\n<div class=\" btn-container justify-content-center mt-2\"><div class=\"btn btn-primary\">Download the guide<\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-2-2&#8243;]<\/p>\n<h3>Step-by-step guide to implementing contact centre software<\/h3>\n<p>Now that you know a bit more about contact centre software, let\u2019s see what it can look like to actually get started. You\u2019ll need to assess different vendors, pick the right software for what you need, prepare your customer support team to implement your new solution, and then iterate on what works and what doesn\u2019t once you\u2019re off and running.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Step 1<\/h4>\n<h5>Select the right software provider<\/h5>\n<p>When looking for a software provider, there are a few things to look for. The software solution\u2019s current capabilities are important \u2014 how interactions are routed, what tools are available, whether AI is part of the engine or not, and more. It can be hard to compare from the outside in, so feel free to try a few (free) demos to get a feel for what\u2019s available.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Step 2<\/h4>\n<h5>Customise the software to fit your needs<\/h5>\n<p>There is no such thing as a one-size-fits-all approach to contact centre software. Any reputable solution will be incredibly customisable, with a wide range of features available to cater to a wide range of use cases. These features can be customised \u2014 sometimes on an a la carte basis, sometimes in packages, sometimes a little of both. Knowing what you absolutely need, what would be nice to have and what can wait until later is important at this stage.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Step 3<\/h4>\n<h5>Train your team on the new system<\/h5>\n<p>Training employees is critical before call centre operations software is implemented and as new features are introduced. In fact, a robust training program can achieve a couple of goals for your customer service team.<\/p>\n<p>First, it allows your customer service agents and their managers to more ably and efficiently use their new tools. There\u2019s a lot to a really good contact centre software platform, which means there\u2019s a lot to learn \u2014 and only the educated agent can truly get the most out of it. Make sure your staff understands the capabilities and functions of the software and you\u2019ll get the full benefit of your investment.<\/p>\n<p>Beyond that, the more your team learns about what\u2019s offered by your call centre software, the more they\u2019ll understand why it\u2019s being used and buy into the shift. Change isn\u2019t easy, and it\u2019s not always welcome. But agents who are fully trained are far more likely to be eager to adopt new technology.<br \/>\n[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Step 4<\/h4>\n<h5>Go live and monitor performance<\/h5>\n<p>The platform\u2019s chosen, the features have been put in place and the team\u2019s ready to go. It\u2019s time to get started. But once your platform is in place, that doesn\u2019t mean the job is done.<\/p>\n<p>You are going to be presented with a treasure trove of information almost the moment your call centre software is booted up and running. Use it.<\/p>\n<p>Analyse the performance of everything you can \u2014 management, agents, systems, the software itself. Iterate, train and plan based on that data. Then when you have new insights, iterate, train and plan again. And enjoy knowing that you don\u2019t have to guess what is and isn\u2019t working anymore.[\/vc_column_text][vc_row_inner el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/practical-guide-to-creating-a-contact-centre-rfp\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"540\" height=\"428\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Practical-guide-to-creating-a-contact-center-rfp-cta-block-thumb.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><h4>Choose the right software for your business<\/h4>\n<p>Our \u201cPractical guide to creating a call centre RFP\u201d can help you break the ice and find the right partner for your organisation.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the guide now<\/div><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221; el_class=&#8221;main-heading&#8221; el_id=&#8221;main-3&#8243;]<\/p>\n<h2>Optimising your contact centre software solution<\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-3-0&#8243;]<\/p>\n<h3>Overcoming common challenges<\/h3>\n<p>It\u2019s no secret that change can be challenging. When adopting a new contact centre software, you may hit speed bumps, hurdles and roadblocks. Here\u2019s how to get over and around some of the most common.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Managing change within your organisation<\/h4>\n<p>There could be some pushback within your organisation when new technology is introduced. Training and preparation will smooth out the process. It\u2019s important to make the benefits of the change clear and be honest about any drawbacks that might exist as well as any solutions you may already have in place. Don\u2019t expect a perfect transition \u2014 create it.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Ensuring data security and privacy<\/h4>\n<p>This might be the most important thing that you do in the entire transition process. If a vendor you\u2019re considering isn\u2019t dedicated to providing a high level of security and regulations compliance, they should be eliminated from contention immediately. Look for products and services that are regularly recertified and reregistered. Data thieves never stop working, so your vendor can\u2019t either.<\/p>\n<p>That said, even the best sometimes slip up, which means that caution must be taken at all times. Proactively work with both your vendor and your internal teams to ensure any existing customer data you have is well protected during the transition process and after.[\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-3-1&#8243;]<\/p>\n<h3>Case studies: Successful implementations<\/h3>\n<p>Call centre software can deliver big benefits for any organisation, from small businesses and nonprofits taking customer service to the next level to enterprise companies perfecting the art of handling thousands of queries a day. Here\u2019s what it looks like when a business finds success with their new solution.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Small business and nonprofit success stories<\/h4>\n<p>For the <a href=\"https:\/\/www.genesys.com\/customer-stories\/national-domestic-violence-hotline\">National Domestic Violence Hotline<\/a>, every second matters \u2014 rapid and efficient service isn\u2019t a luxury, it\u2019s required. With Genesys, they were able to quickly transition to a 100% remote workforce while protecting caller anonymity. They also began using chatbots and voicebots to supplement live advocates to reduce call times and improve the experience.[\/vc_column_text][vc_row_inner r_gutter_size=&#8221;gutter-small&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;my-2 checklist&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>100% home working in only three days<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Zero dropped calls during the transition<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Reduced handle time by over a minute using AI<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Improved work-life balance for advocates<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Complete contact anonymity preserved without fail<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Reduced reliance on IT for contact centre management<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<div class=\"btn-container   vc_custom_1731314886605\"><a role=\"button\"  class=\"arrow arrow-primary\" href=\"\/customer-stories\/national-domestic-violence-hotline\" target=\"\" rel=\"\">Read more<\/a><\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Large enterprises leveraging advanced features<\/h4>\n<p>To create a more unified, standardised and seamless customer experience, <a href=\"https:\/\/www.genesys.com\/customer-stories\/xerox\">Xerox<\/a> decided to transition from a decentralised group of contact centres. With Genesys they performed a full global migration, shifting thousands of agents into the Genesys Cloud\u2122 platform while improving data and analytics across the board.[\/vc_column_text][vc_row_inner r_gutter_size=&#8221;gutter-small&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;my-2 checklist&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Migrated 3,600 agents working in 14 different languages<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>100% remote implementation<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Fully unified customer journey, no matter their country of origin<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Retired seven different legacy platforms to consolidate within Genesys Cloud<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<div class=\"btn-container   vc_custom_1731314892561\"><a role=\"button\"  class=\"arrow arrow-primary\" href=\"\/customer-stories\/xerox\" target=\"\" rel=\"\">Read more<\/a><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;sub-heading&#8221; el_id=&#8221;sub-3-2&#8243;]<\/p>\n<h3>Future trends in contact centre technology<\/h3>\n<p>Implementing your chosen contact centre software is just the start. As with any technology-focused field, the contact centre is always evolving and keeping pace with it is important. Here are some of the most important potential evolutions coming in the near future \u2014 or that have already begun.[\/vc_column_text][vc_row_inner el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/four-megatrends-that-could-threaten-your-contact-center-security\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"540\" height=\"428\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Four-megatrends-that-could-threaten-your-contact-center-security-cta-block-thumb.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><h4>Explore what\u2019s next in the contact centre<\/h4>\n<p>Check out four megatrends that all businesses need to know to remain safe, secure and profitable in the developing future.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the ebook<\/div><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>AI and automation in customer service<\/h4>\n<p>Artificial intelligence has become a big deal in business, especially since the launch of ChatGPT in late 2022. Public attention to the effects of an AI boom has increased and seemingly every business in the world has had to contend with what AI can do for them \u2014 and to them. Customer service, and the contact centre specifically, are no exception.<\/p>\n<p>Contact centre software that\u2019s powered by AI can simply do more than its competition. AI can collate customer data from a range of sources and surface the right information at the moment an agent needs to know it to help the customer.<\/p>\n<p>It can automatically summarise interactions so the agent doesn\u2019t have to and transcribe them for supervisors to use later for training and compliance. AI can even take over simple and repetitive queries, freeing up human agents to handle more complex issues.<\/p>\n<p>As AI continues to develop, its impact on customer service is likely to grow even more. Getting ahead of the curve now will help your business adapt to whatever the future holds.[\/vc_column_text][vc_row_inner el_class=&#8221;bgc-lgray mx-0 py-2 px-1 py-sm-3 px-sm-2 rounded-lg my-3&#8243;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"h3\" style=\"text-align: center;\">Fact:<\/p>\n<p style=\"text-align: center;\">CX leaders are looking at AI as a powerful tool in their arsenal.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;549698&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;150px&#8221; el_class=&#8221;mb-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\">83% believe that AI will be a clear differentiator for them in the future<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;549697&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;150px&#8221; el_class=&#8221;mb-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\">70% report that AI is helping their customer journeys feel more empathetic to their customers<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;549699&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; si_max_width=&#8221;150px&#8221; el_class=&#8221;mb-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\">59% say that adopting AI in CX will lead to increased customer loyalty and lifetime value<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"mb-0\" style=\"text-align: center;\"><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/customer-experience-in-the-age-of-ai\">\u201cCustomer experience in the age of AI,\u201d Genesys, 2024<\/a><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>The role of big data and analytics<\/h4>\n<p>Data is one of the most valuable assets a business can have, and it\u2019s only becoming more important as we increasingly focus on the digital world. The better you know your customers, the easier it is to serve the ones you already have and attract the ones you really want.<\/p>\n<p>When a customer has an issue and seeks out support, they don\u2019t want to have to repeat the same answer to the same question to an <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/interactive-voice-response-ivr\">IVR system<\/a>, an operator and an agent. They want everyone to be on the same page \u2014 and the ability to process massive amounts of data at speed and share that data (gathered by AI through IVR) with any agent who touches an interaction makes that possible.<\/p>\n<p>By analysing thousands of interactions, you can also optimise your customer journeys to make them smoother and more enjoyable \u2014 or at least less taxing.<\/p>\n<p>See where people drop, where they get stuck and where they succeed. Then work to emphasise the positive and fix the negative. It sounds simple. But with the right data and analytics, it actually can be.[\/vc_column_text][vc_row_inner el_class=&#8221;my-3&#8243;][vc_column_inner]<a class=\"component card w-100 bgc-lgray horizontal text-start logo   \" href=\"\/customer-stories\/heineken-mexico\" target=\"\" rel=\"\" ><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6 \"><div class=\"thumbnail-col logo\"><img decoding=\"async\" width=\"300\" height=\"123\" class=\"card-img logo\" src=\"https:\/\/www.genesys.com\/media\/Heineken-MX-Logo-box.svg\" alt=\"Heineken MX Logo box\" ><\/div><\/div><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body ps-0\"><p class=\"text-22\">\u201cService levels improved markedly, from 95% to 99%, while maintaining an average handle time of less than 20 seconds. Now, very few customers leave without being attended to. We have also done very well on the commercial side. Sales have almost doubled, from 6% to 12%.\u201d<\/p>\n<p class=\"mt-2 mb-0 font-weight-bold\">Edgar Mu\u00f1oz Hern\u00e1ndez<\/p>\n<p>Head of Analytics and Support, Heineken Mexico<\/p>\n<\/div><div class=\"card-footer ps-0 text-end\"><div class=\"btn-container \"><div class=\"small mt-0 chevron arrow arrow-primary\" href=\"#\" target=\"\" rel=\"\">View story<\/div><\/div><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221; el_class=&#8221;main-heading&#8221; el_id=&#8221;main-4&#8243;]<\/p>\n<h2>Frequently asked questions<\/h2>\n<p>[\/vc_column_text]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is the best contact centre software for small businesses?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Small businesses have different needs than enterprises. One important thing to look out for is customisability. Since a small business may not need every single feature available, it can be useful to be able to choose a la carte. Also, make sure the partner you choose has a strong customer success team, because if your business lacks an IT team or resources, problems with your software solution can snowball into major issues.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can I ensure data security when using cloud-based contact centre software?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Data security within contact centre software is a non-negotiable. If you question whether a vendor is taking it seriously, whether it\u2019s a cloud-based or on-premises solution, do not work with them. That said, there are some things to look out for.<\/p>\n<p>The vendor\u2019s data centre must be secure not only from virtual access, but physical as well. Monitoring and processes must be in place for excessive, suspicious or unauthorised attempts to access the data centre, and if you visit, you should clearly see this. All customer data must be encrypted, especially sensitive or personally identifiable information (PII). And a cloud solution should offer multi-level, role-based and field-level security.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Can contact centre software integrate with other business tools?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Yes \u2014 in fact, that is one of the main selling points of the best call centre software options. Some software platforms can integrate with hundreds of other third-party applications, including:<\/p>\n<ul>\n<li>Customer relationship management (CRM) systems<\/li>\n<li><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/wem-workforce-engagement-management\">Workforce engagement management (WEM)<\/a><\/li>\n<li>Project management tools<\/li>\n<li>Social media platforms<\/li>\n<li>Website tracking<\/li>\n<li>Chatbots and voicebots<\/li>\n<\/ul>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the costs involved in switching to a new contact centre software?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>At the end of your free trial, you should have a pretty good idea of what your contact centre software will offer as well as what it will cost you. Different vendors have different pricing structures: subscriptions, pay per number of agent seats required, cost based on your number of calls per month and more. Some also offer add-on features for additional fees. Be sure your vendor is transparent about the costs involved before you agree to anything, and be sure you\u2019re not paying for things you don\u2019t need.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: left;\">Take your contact centre to the next level<\/h2>\n<p>[\/vc_column_text]<style type='text\/css'>\r .main-heading { margin-bottom: 5rem; position: relative; } .main-heading:before { content: \" \"; display: block; position: absolute; height: 4px; width: 80px; top: -1rem; border-radius: 100px; left: 0; background-color: #FF451A; } .main-heading:not(:first-child) { margin-top: 8rem; } .wpb_text_column:has(+ .wpb_text_column) { margin-bottom: 3rem; } .pillar-nav { position: relative; } .pillar-nav-list { overflow-y: auto; } .pillar-nav-list.sticky-nav { position: fixed; } .pillar-nav-list.hit-bottom { position: absolute; bottom: 0; top: initial !important; } .pillar-nav-list .nav-main { color: #0B1228; } .pillar-nav-list .nav-sub { color: #455073; font-size: 0.875rem; } .pillar-nav-list .nav-item { display: block; text-decoration: none; padding-top: 0.25rem; padding-bottom: 0.25rem; } .pillar-nav-list .nav-item:hover { text-decoration: underline; color: #2243A2; } .pillar-nav-list .nav-item:active { color: #172d6c; } .pillar-nav-list .nav-list { padding: 0.5rem 1rem; position: relative; } .pillar-nav-list .nav-list.active { background: #F9F8F5; border-radius: 1rem; } .pillar-nav-list .nav-list.active .nav-item.nav-main { font-weight: 700; } .pillar-nav-list .nav-list.active .nav-item.nav-sub { font-weight: 500; } .pillar-nav-list .nav-list-sub { padding-left: 1rem; } .pillar-nav-list .nav-list-container { transition: padding 0.1s linear; } .pillar-nav-list .nav-list-container ul { list-style: none; margin-bottom: 0; } .pillar-nav-list.sticky-nav .nav-list-container { position: relative; padding-left: 1.5rem; } .pillar-nav-list .nav-list-container .nav-list.active:before { content: \" \"; display: block; z-index: 999; height: 100%; left: -1rem; top: 0; position: absolute; width: 4px; border-radius: 100px; background: #F9F8F5; } .pillar-nav-list .nav-list-container .nav-list.active .progress { display: none; z-index: 999; height: 0; top: 0; left: -1.125rem; position: absolute; width: 8px; border-radius: 100px; background: #FF451A; } .pillar-nav-list.sticky-nav .nav-list-container .nav-list.active .progress { display: block; } .pillar-content .checklist ul, .pillar-content .checklist li { margin-bottom: 0; } .pillar-content .col-md-12 > .component.card.horizontal .thumbnail-col { background-color: #FFFFFF; } .pillar-content .col-md-12 > .component.card.horizontal .thumbnail-col > img { height: 100% !important; } @media (min-width: 993px) { .pillar-content .col-md-12 > .component.card.horizontal .thumbnail-col { padding-top: 100%; } }\r 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disable_element=&#8221;yes&#8221;][vc_column][\/vc_column][\/vc_row][vc_row r_gutter_size=&#8221;gutter-small&#8221; equal_height=&#8221;yes&#8221;][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"https:\/\/www.genesys.com\/en-gb\/resources\/contact-center-buyers-guide\" target=\"\" rel=\"\"><div class=\"row align-items-stretch image-stack chevron-only card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"1440\" height=\"814\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Contact-Center-Buyers-Guide-2025-Thumbnail-820x464_2x.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><p class=\"assettag\">EBook<\/p>\n<h3>2025 Contact centre buyer\u2019s guide<\/h3>\n<\/div><div class=\"justify-content-end btn-container mt-2\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/practical-guide-to-creating-a-contact-centre-rfp\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/Practical-guide-to-creating-a-contact-center-RFP-thumbnail-strings.png\" alt=\"Practical guide to creating a contact center RFP thumbnail strings\" ><\/div><div class=\"card-body\"><p class=\"assettag\">Practical guide<\/p>\n<h4 class=\"h6\">Practical guide to creating a contact centre RFP<\/h4>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/ebook-7-best-practices-for-customer-loyalty\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/7-best-practices-for-building-customer-loyalty-2024-thumbnail-strings.png\" alt=\"7-best-practices-for-building-customer-loyalty-2024-thumbnail-strings\" ><\/div><div class=\"card-body\"><p class=\"assettag\">EBook<\/p>\n<h4 class=\"h6\">Seven best practices for building customer loyalty with AI<\/h4>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"824\" height=\"528\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/MQ-Resource-Landing-Page-824x528-1.png\" alt=\"MQ - Resource Landing Page - 824x528\" ><\/div><div class=\"card-body\"><p class=\"assettag\">Report<\/p>\n<h4 class=\"h6\">Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/h4>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row background_color=&#8221;bgc-lgray&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Build the contact centre your customers need<\/h2>\n<p>Is your contact centre as efficient as it could be? Are your customers as happy with your support as they could be? Are your service agents fulfilled? If the answer\u2019s \u201cno,\u201d it\u2019s time to make a change.<\/p>\n<p>See what the Genesys Cloud contact centre software platform can do for your business. Schedule your free demo today.[\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701U0000000UtZlIAK\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/564284\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"page\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/564284\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"564284\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Contact Genesys\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Contact Genesys\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;thank-you&#8221;]<\/p>\n<p class=\"h4 font-weight-bold\">Thank you for your interest.<\/p>\n<p>We\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;] All you need to know about modern contact centre software [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;547054&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;pillar-nav&#8221; offset=&#8221;vc_hidden-xs&#8221;][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner el_class=&#8221;pillar-nav-list px-0&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-0&#8243;] Table of contents [\/vc_column_text][vc_column_text css=&#8221;&#8221; el_class=&#8221;nav-list-container&#8221;] Learning modern contact centre basics Understanding contact centre software Types of contact centre software Exploring contact centre solutions Benefits of [&hellip;]<\/p>\n","protected":false},"author":692,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-564284","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/564284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/692"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=564284"}],"version-history":[{"count":12,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/564284\/revisions"}],"predecessor-version":[{"id":564451,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/564284\/revisions\/564451"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=564284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}