The Levels of Experience Orchestration

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November 7, 2024

Leveraging the 2024 Gartner Magic Quadrant for Contact Center as a Service to Shape Your AI Strategy

Using artificial intelligence (AI) effectively will be the differentiator on which business is gained or lost. Today, businesses...

David Norrie

November 6, 2024

Unlock the Value of Contact Center Speech and Text Analytics Software

Speech and text analytics have given businesses visibility into customer interactions and agent performance for many years. Now,...

Anik Dey

November 4, 2024

Virtual Agents: Breaking Free from the Limits of Traditional Chatbots

With customer care volumes increasing and agent attrition already nearing 40%, these trends are creating a snowball effect in...

Arpita Maity

October 24, 2024

Back to Basics: Enhancing Efficiency with ACD Call Center Software

When your customers contact you, they expect a quick resolution or answer. They don’t expect to be passed from channel to...

Aaron Chaskelis

October 22, 2024

Want to Jump-Start Your CX? Adopt AI

It’s been impossible to escape AI the past two years. It might seem like there’s an AI solution to every business problem,...

Greg Thomas

October 16, 2024

The Era of Contact Center AI Copilots

ChatGPT from OpenAI continues to have an impact in all industries, as artificial intelligence (AI) makes a leap in capabilities...

Mike Szilagyi

October 15, 2024

How AI Is Powering Results at Scale for Three Genesys Customers

At the recent Xperience in North Amsterdam, I had the pleasure of moderating the artificial intelligence (AI) panel, where three...

Carl Thompson

October 9, 2024

4 Benefits of Modern Contact Center Workforce Management Software

In the digital age, workforce management (WFM) has become a pivotal piece of business success, particularly in the contact...

Natalia Abad

October 4, 2024

Dreamforce 2024: Genesys, Salesforce Showcase Expanded Availability and Customer Success

The artificial turf has been rolled up and Einstein wigs packed, signifying the conclusion of Dreamforce, the annual Salesforce...

Sam Rector

October 4, 2024

Technology, Partnership and Teams Drive Future-Ready Experiences

Customer experience (CX) expectations are evolving. Today, customers have raised the standards on what they expect from the...

Lindsay McHugh

October 2, 2024

Conversational Intelligence and the Next-Gen Contact Center

For the past decade, conversational intelligence (CI) has transformed the contact center from an opaque river of interactions to...

Leor Grebler

October 1, 2024

Customer Experience Leaders Will Bet Big on AI

Genesys recently released a survey of 1,000 customer experience (CX) leaders worldwide on their use or plans to use artificial...

R Ray Wang

September 26, 2024

Speech Analytics Meets AI: A New Era in Quality Management 

Artificial intelligence (AI) continues its advance into every aspect of business operations, including speech analytics in...

Rakesh Tailor

September 25, 2024

The Essential Role of UX in Customer Engagement

In the ever-evolving landscape of today's market, the success of a solution is increasingly determined not just by its inherent...

TJ Blanchflower

September 23, 2024

Back to Basics: Inbound Contact Center Software

Delivering consistent, reliable and high-quality experiences in every channel your customers use to reach you is key to business...

Matthew Loebman