Prioritizing Self-Service Technology for Your Competitive Edge
If you haven’t embraced the benefits of self-service technology for contact center performance, or if you have legacy self-service that perform poorly, you are at risk of losing your competitive edge and falling behind. The global pandemic has accelerated changes in consumer behavior and expectations. …
Learn to Accelerate Chatbot Performance
If you’re looking to leverage Chatbot technology and accelerate business growth, then be prepared to make some mistakes along the way. CX technologies, like humans, not only learn more effectively from failures, but quicker too. Here we explore fears, pitfalls, and solutions to boost your …
Leveraging Chatbot Technology – What You Need to Know
Using the profit accumulator is one such way, and you should understand why it increases your chances of the profits. …
The Cutting-Edge Contact Center: From Sci-Fi Fantasy to Reality
How Natural Language Understanding (NLU) technology is transforming CX NLU (Natural Language Understanding) is an essential tool for modern IVR (Interactive Voice Response) systems. It makes the communication process more natural and human by understanding the customer’s intent beyond just a fundamental level. A Fortune …
Miratech Goes to Denver: Xperience19 and the Future of Genesys
With the glorious Rocky Mountains of Denver as the backdrop, people from around the world come to Xpereince19 to hear the latest news in customer experience and the predicted future of Genesys. As a sponsor this year, Miratech was available to meet clients, providers, thought …
Turning Your Raw Genesys Data Into Customized Reporting
Migrating to the Genesys framework is a massive upgrade for a lot of enterprise companies who are looking to get industry leading contact center solutions, but there can be a bit of an issue with reporting. Quick access to specific or custom information displays is …
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 …
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 …