ASSESSMENT TOOL: Cloud migration is a process, and it’s impossible to tackle everything at once. So, in order to have a successful journey, it’s critical to have a plan. But what are the best ways you can prioritize what matters most to your business? Access this checklist to learn more.

Posted: 15 Mar 2023 | Published: 15 Mar 2023

PRODUCT OVERVIEW: As legacy systems can make today’s modern processes more difficult, many are searching for solutions that are built to handle constant change and disruption. But with so many options available, how can you pick a vendor that fits your organization’s needs? Browse this white paper to learn more.

Posted: 14 Mar 2023 | Published: 13 Mar 2023

EBOOK: Customer care and IT pros must figure out how to navigate both uncertainty and cloud migration without disrupting their business. Download the e-book to discover 5 CX cloud migration best practices—and their associated success stories from five leading brands.

Posted: 10 Mar 2023 | Published: 11 Mar 2023

EBOOK: Download this e-book, which outlines practical guidance for building a sustainable hybrid workplace with a 3-phase plan. From mastering the basics to enhancing employee engagement, you’ll find plenty of actionable advice inside.

Posted: 10 Mar 2023 | Published: 11 Mar 2023

CASE STUDY: It’s anticipated that 85% of organizations will embrace a cloud-first approach by 2025, and companies are certainly feeling the pressure to transform to keep up. But to be successful, it’s crucial that you have the tools and solutions that fit the needs of your organization. Dig into this e-book to learn more.

Posted: 09 Mar 2023 | Published: 09 Mar 2023

EBOOK: While 77% of CEOs have increased their investments in digital transformation to improve their customer experiences (CX), many stakeholders can be hesitant. So, how can you build a compelling business case? Browse this guide to learn more.

Posted: 08 Mar 2023 | Published: 08 Mar 2023

WHITE PAPER: In the current insurance industry, insurers are being pushed into digital transformation because of evolving customer demands. But it is more than that. Today’s insurance customers want their insurers to serve a greater purpose, such as prevent losses and enable positive customer outcomes. Read on to learn more about this trend and how to adapt.

Posted: 03 Mar 2023 | Published: 03 Mar 2023

WHITE PAPER: For years, the financial sector has invested millions in digital transformation just to improve the customer experience. The pandemic made it even more of a priority. Today, most of all customer interactions at banks are digital. With that much pressure to create an omnichannel environment, you need to invest correctly. Read on to see how.

Posted: 02 Mar 2023 | Published: 02 Mar 2023

EGUIDE: Customer expectations and demands evolve faster than companies or technology can keep up. Not only that, but employees also have more choices than ever before on where and how they work. In the face of these pressures, organizations must focus on identifying opportunities for improvement and innovation. Read on to see how procurement plays a part.

Posted: 02 Mar 2023 | Published: 02 Mar 2023

WHITE PAPER: For those organizations that are looking to scale or build their contact center, they must consider the cloud. The business benefits of a cloud contact center are that the available workforce expands for you, and you are getting a secure and resilient platform. However, this is a long process with many steps. Read on to find out what they are.

Posted: 28 Feb 2023 | Published: 01 Mar 2023

ANALYST REPORT: 70% of consumers agree that a company is only as good as its service, meaning that’s critical for organizations to have highly trained, engaged, and empathetic staff. However, with the challenges CX employees face, it can be difficult to meet these expectations. Access this report to learn more.

Posted: 28 Feb 2023 | Published: 28 Feb 2023

WHITE PAPER: To innovate their customer experiences, 5 businesses, spanning industries and continents, adopted the Genesys Cloud CX platform. Download this white paper to learn about the benefits that the platform delivered for each organization.

Posted: 23 Feb 2023 | Published: 24 Feb 2023

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Posted: 14 Nov 2022 | Published: 14 Nov 2022

EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

Posted: 31 Oct 2017 | Published: 27 Oct 2017

EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.

Posted: 17 Apr 2017 | Published: 11 Apr 2017

EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.

Posted: 17 Jan 2017 | Published: 11 Jan 2017

EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.

Posted: 06 Oct 2016 | Published: 06 Oct 2016

EGUIDE: Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.

Posted: 21 Jun 2016 | Published: 07 Jun 2016

WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.

Posted: 13 Aug 2014 | Published: 13 Aug 2014

WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

Posted: 13 Aug 2014 | Published: 13 Aug 2014

WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.

Posted: 01 Jul 2014 | Published: 01 Jul 2014

WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?

Posted: 30 Jun 2014 | Published: 26 Jun 2014

WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies

Posted: 04 Jun 2014 | Published: 31 Mar 2013

WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

Posted: 03 Jun 2014 | Published: 31 Jul 2012

EGUIDE: Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.

Posted: 24 Mar 2014 | Published: 24 Mar 2014