eBook: Omnichannel Is No Longer Optional
The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer …
Improve Contact Center Performance with Global Analytics-Driven Routing
There is a lot of industry buzz about key performance indicators (KPIs), but most contact centers are only equipped to optimize their KPIs locally. With the increasingly competitive global economy, …
Breaking Down Data Silos: 7 Steps to Improve Operational Efficiency by Unifying Contact Center and CRM Data
Read this eBook to learn ways to increase the efficiency and productivity of your contact center. If yours is an existing contact center with infrastructure that has been built up …
Transform Salesforce into a Complete Contact Center Solution
Many companies are moving to a cloud-hosted customer relationship management (CRM) system and the Salesforce Sales and Service Clouds are emerging as the clear leaders. While countless companies use Salesforce …
eBook: Not all Customer Experience Platforms are Created Equal
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to …
eBook: Busting the Top 10 Myths of Omnichannel Customer Engagement
Call centers of yesterday have evolved into multichannel contact centers and a few have transformed into omnichannel engagement centers. Understanding the difference between “multichannel” and “omnichannel” is key to designing and …
Forrester Report: Increase Customer Service Agility With Cloud Contact Centers
The Case For Cloud Contact Centers Is Growing Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with …
Forrester: The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution*
A Multi-Company Cost Savings and Business Value Analysis for Enterprises The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from …
The Omnichannel Customer Engagement Playbook
The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact center today has nine communication channels. …
A Call Center with Customer Experience at the Forefront
Why customer experience is an integral part of any contact center…. A happy customer is a returning customer, which is why service and support are so important to business. Since …
