Category: Contact Center Routing

Hitting the Open Road Made Easy by Self-Service

Self-Service Solutions

We are in the height of the summer road trip season – packing up the car, turning up the tunes, hitting the open road, and eventually having to stop for gas. Over the years there has been a continued evolution of the self-service gas pump. From the launch of a self-service model 50 years ago, Read More >

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Ready for Digital Channels? 3 Tips to Keep in Mind

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No matter where you look and what research report you read, all roads point to consumers increasing their use of digital channels for customer service. At the same time, only a third of companies succeed at fulfilling their customers’ expectations when it comes to handling multiple channels. The pressing question for every contact center is this: Read More >

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If You Build a Cloud Contact Center, They Will Come!

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Recently I was watching the classic baseball movie, Field of Dreams – you know, where the farmer hears the voice from the cornfield say, “If you build it, he will come.” The famous quote made me think: if your company asked you to build a contact center from scratch what would you do? Now, wonder Read More >

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Workforce Optimization and Your Contact Center: Five Benefits of an Integrated Solution

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Workforce Optimization (WFO) solutions come in all shapes and sizes. The majority of WFO solutions find their roots in the early days of call center evolution through basic call recording capabilities and further developing into quality management and coaching solutions. At the same time, Workforce Management (WFM) solutions have greatly automated the agent forecasting and Read More >

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Is Your Customer Experience a Strange Case of Dr. Jekyll and Mr. Hyde?

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Strange Case of Dr. Jekyll and Mr. Hyde is the original title of a novella by the Scottish author Robert Louis Stevenson, published in 1886. The story is about a London lawyer named Gabriel John Utterson who investigates strange occurrences between his old friend, Dr. Henry Jekyll and the evil Edward Hyde. The book is commonly associated with Read More >

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What Gartner’s 2014 Contact Center Infrastructure Magic Quadrant Means for You

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Last week, Gartner released its 2014 Magic Quadrant for Contact Center Infrastructure (CCI). I am pleased to report that Gartner again placed Genesys in the leader quadrant.  This achievement marks our sixth consecutive year as a leader, and more importantly our fourth straight year as the most visionary company in the CCI space. Every year, Gartner Read More >

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Say Goodbye to Your ACD with a Cloud Contact Center

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There are some things that get better with age, like wine, cheese and some life stories. Unfortunately, automatic call distribution (ACD) systems do not make the list! Here are some of the biggest inconveniences your contact center will face when its on-site ACD unit begins to end of life: Rising Costs: ACDs need to be Read More >

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