A Virtual Contact Center is a cloud-based call center that delivers call routing, interactive voice response, and computer telephony integration; empowering your business to create optimal customer experiences. This eBook will help you decide if a cloud-based contact center is right for you by covering the following: A Needs Assessment Implementation and Productivity Cloud Strategy ...

Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: ...

What is an outbound engagement solution? An outbound engagement solution enables organizations to proactively communicate with customers across a variety of channels. By managing expectations and keeping customers informed throughout their journeys, you can increase customer satisfaction, reduce churn, and build profitable long-term customer relationships. This eBook will help you decide if an outbound engagement ...

Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: Design a successful digital customer engagement ...

Frost & Sullivan has researched a new way to manage the efficiency gaps and loss of business value that occur when employees are involved in workflows. This paper explores existing issues in service fulfillment areas that impact on-time delivery and ultimately degrade the customer experience; and offers alternatives for overcoming these issues—solutions that are characterized ...

Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it’s all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future? In this white paper, Genesys outlines its vision for The Future of Work and details how leading ...