Call 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 Fifth Avenue and Lord & Taylor, both owned by Hudson […]
With the rise of big data, you have the ability to collect tons of information about how your call center is performing. However, we also know that sometimes all that data can be overwhelming and difficult to make sense of. Genesys offers extensive data analysis and reporting capabilities that can give your business invaluable insight […]
In a typical call center, up to 10% of call recordings could be missing. There is no single reason why a call recording is lost, but when it does it can jeopardize agent performance and, even worse, customer relationships – not to mention quality and regulatory compliance requirements. Recovering Lost Calls Fortunately, Genesys offers a […]
Research shows that call 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 your Genesys system. You need to do anything it takes […]
We all know the signs of a failed IT project – endless excuses, delays, complaints – the list goes on and on… If this sounds like your Genesys implementation project, you may need rescuing. The first step is admitting failure, but then you need to reevaluate your project to get back on track. Maybe you […]
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 Genesys, you select a secure platform to meet all your […]
When you’re implementing a new IT platform for your business, you need to focus primarily on technology, right? Wrong. Even though your platform involves a technological evolution, you’ll also need business consultants to help you gain a deeper understanding of your objectives and how to achieve them, taking into account the new IT platform. With […]
Project management is a key element of any Genesys implementation process, as every company sets out with the goal of developing, planning, and delivering their project on time and on budget. Unfortunately, a study by ZD net found that 2/3 of all IT projects fail. It’s not necessarily the strategy or vision that leads […]
You’re halfway there. Your company has created a shared vision to optimize the customer experience, and the Technical Team has developed an architectural and implementation plan to execute the vision utilizing Genesys PureEngage. So, how can you guarantee that your team successfully reaches your objectives and stays on budget? By relying on the proven […]
A Digital Transformation is much more than adopting a new software or platform. It’s about adapting your entire organization’s business processes to leverage new technologies and keep up with customers’ demands. Too many Digital Transformations look to take existing business processes and simply recreate them within a new system. STOP RIGHT THERE! When it […]