10 Things You Must Do Before Transforming Your Contact Center with Genesys
Jim Wessel
Your team has worked to develop the vision for your contact center transformation, to ultimately improve your customer experience and create more efficiencies in your operations. With Genesys as your technology solution of choice to put your vision into action, you are ready to prepare …
Contact Centers May Become the Weakest Link in Cyber Protection
That’s an impressive figure for just about any company’s annual revenue. But when it’s the annual volume of cybercrime (even higher than the drug trade) it’s frightening. And with many physical and online information security procedures growing stronger and more sophisticated, more and more of …
Here’s One Top 10 List You Definitely Don’t Want To Be On
Contact centers were a big target of cyber criminals last year. But they weren’t alone. That’s why 2018 was a banner year – for cybercrime. Here are 10 of the biggest cyber breaches of the year: A total system compromise of luxury department stores Saks …
Genesys Self-Service Doesn’t Replace Your Agents… It Empowers Them
Now that customers are relying more and more on self-service, artificial intelligence is playing a major role in contact centers. Customers want the quickest, easiest solutions to their problems, so they often prefer to take care of things themselves. The Genesys self-service dashboard is designed …
Genesys Predictive Routing = The Perfect Customer + Agent Match
While queue-based or skill-based routing relies on static decision-tree logic, Genesys Predictive Routing uses historical data and AI capabilities to automatically match the perfect agent to every customer who contacts your contact center. This enables you to reduce customer handling time, significantly enhance sales and …
Confronting the 160% Increase in Contact Center Fraud
Research shows that contact center fraud has increased 113% from 2015 to 2016, then 160% from 2015 to 2017, based on analyzed data from over half a billion calls. If you don’t want your business to be another statistic, it’s time to tighten security on …
How Genesys Omnichannel Communication Is Revolutionizing Your Contact Center
In today’s world that is ruled by constantly changing technology, it’s hard to keep up with the best ways to communicate with your customers. Actually, it’s nearly impossible given that each customer has their own preferred channel of communication – they want to be able …
How to Create the Optimal Customer Journey Map with Genesys
If you want to ensure that your customers are having the optimal experience, you’ll want to carefully map out their journeys. Anyone can implement journey mapping, but it’s definitely not simple. Genesys has a dashboard that provides information to assist you in creating customer journey …
5 Benefits of Leveraging AI for Genesys
Artificial Intelligence has made a significant impact on almost all businesses in today’s technological world. AI allows users to self-service to get their needs met instantly. Patients can schedule their doctor’s appointments in seconds, restaurant patrons can make reservations at any time, couples can order …
CyberCX: The Security You Need To Ensure a Successful Genesys Implementation
According to CSO, the cost of damages from cybercrime is expected to reach $6 trillion per year by 2021. In comparison, in 2015 the cost of damages was $3 trillion. With this massive growth, it’s important to implement cybersecurity for your business. When you implement …