Who among us has not recoiled before the horror of a terrible
Interactive Voice Response (IVR) experience? IVR technology was
created to save businesses money, but it has mutated into a timesucking,
customer experience-crushing monster!
If connecting with a customer in this day of customer experience is
the goal, there’s a better way! Contain the IVR before it kills another
customer relationship. Can we bring the technology to heel and
bend it to our will? And can we stop its rampage before artificial
intelligence makes it too powerful to be stopped?
An interactive white paper describing how to get smart about insider threat prevention - including how to guard against privileged user breaches, stop data breaches before they take hold, and take advantage of global threat intelligence and third-party collaboration.
Security breaches are all over the news, and it can be easy to think that all the enemies are outside your organization. But the harsh reality is that more than half of all attacks are caused by either malicious insiders or inadvertent actors.1 In other words, the attacks are instigated by people you’d be likely to trust. And the threats can result in significant financial or reputational losses.
Published By: Genesys
Published Date: Feb 12, 2019
Le marché nord américain des centres de contacts « as-a-Service » (CCaaS) explose. Les solutions de centres de contacts dans le cloud (ou solutions CCaaS) offrent des fonctionnalités semblables à celles des infrastructures de centres de contacts et d’appels sur site. Seule différence notoire : elles sont fournies sous forme de service et reposent sur un modèle de paiement mensuel.
Au sommaire de ce rapport :
Forces et faiblesses à intégrer dans votre évaluation des fournisseurs de solutions de centres de contacts dans le cloud
Classement des 10 grands fournisseurs de centres de contacts cloud dans les quatre catégories du Gartner MQ : leaders, challengers, visionnaires et acteurs niche
Pourquoi Interactive Intelligence, une entreprise Genesys, s’est classée parmi les leaders 2 années consécutives
To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
Contact centers face a tall order: Deliver stellar service and real-time response to customers, and still get more out of the workforce without risking burnout and turnover. Lori Bocklund is president of Strategic Contact, and Rachel Wentink is the senior director of Product Management for Interactive Intelligence, and when they discuss how to optimize agent performance and offer outstanding service, it's worth reading.
To create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you'll use it along with the processes and best practices that support it. Next, consider how your ACD is configured, what type of forecasting and scheduling practices you'll use and goals for various metrics including schedule adherence. For more insights, read how to get the most out of workforce management.
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?