Contact Center innovation Is What You Need

The economic challenges of recent years have forced many enterprises to look for cheaper and more efficient solutions. This has also led solution providers to diversify, adding low cost options and new revenue streams to retain customers and attract new business. Cloud hosting and multimedia channels are two clear examples in the Contact Center innovation [...]

April 7th, 2015|Customer Experience, Innovation|

Eemaan Export: If only I could EXPORT my settings out of Genesys

It wasn’t supposed to be THIS complicated. A few simple changes to routing and  configuration. Testing in the lab would be easy, the changes would work like a champ, and the production maintenance window would go off without a hitch. No impact to ops, and you look like a hero. Things are not always that [...]

February 12th, 2015|Genesys|

Our New Genesys Fact Sheet Is Out!

How To Get The Most From Your Genesys Investment? Genesys products are trusted by over 4,500 companies in 80 countries. But are all customers getting the most from their investments?That's the issue tackled by a fact-sheet published by the global contact center specialist PSS Help, which highlights four common pain-points and suggests clear opportunities for dramatic [...]

September 24th, 2014|News|

The Genesys Blacklist

I really like Netflix here in the US because it gives me the chance to “binge watch” entire seasons of television shows that I might have missed for one reason or another. I recently spent a couple of weekends getting caught up on The Blacklist, an action drama detailing what amounts to a vast, complicated [...]

September 19th, 2014|Genesys|

Genesys 7 to 8 Upgrade Dilemma

With the arrival of Genesys 8, it may be the time to decide whether to invest in the Genesys 7 to 8 upgrade. For many organizations this decision is not straightforward. Understanding which features of the new version actually apply to your business can be tricky. Maintenance Still Eats Up Budgets Latest research from IDC shows [...]

March 13th, 2014|Genesys|

Avaya Plus Genesys, Yes it Can Hurt…But There is Help

So you’ve bought your brand spanking new Genesys platform. Your servers are virtualized. Your SAN is optimized. QOS is implemented across the board. And you’ve never, ever, heard the term “jumbo packets.” Life is good. You think so…but read on… Except your customer calls are going to agents’ personal VMs. You’ve got customers falling out [...]

February 15th, 2014|IVR|