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 …
Get Your Failing Genesys Project Back On the Track to Success
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 …
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 …
The Perfect Balance Between Business And Technical Consulting For Your Genesys Implementation
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 …
Introducing ControlCX™: The Building Blocks for a Flawless Genesys Implementation
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. …
Measure Seven Times… To Avoid Genesys Implementation Failures
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 Engage. So, how can you guarantee that your team successfully reaches your objectives …
5 Biggest Pitfalls to Avoid in Your Contact Center Digital Transformation
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 …