Putting analytics to work

exony-logo-lgBLOG: By Doug Webster, Chief Technology Officer and Co-founder, Exony: Every contact center is different and it’s only by analyzing calls in-depth that a true picture of what is happening can be revealed. We have built our VIM-X platform to capture every last detail. However, it’s the ability to put the information to use that’s key. This is why we provide easy to use reports that allow businesses to drill up and down, with the ability to act on the data presented in user friendly Web 2.0 gadgets.

Continue reading Putting analytics to work

Video engagement for customer service: Do’s and Don’ts

BLOG: Amazon® Mayday™ has popularised video help, but what are the best practices for success? If you watch primetime TV in the UK, you’re more than likely to know Amy. She’s friendly, knowledgeable, has a soft Irish accent, and is always available to help. In a series of Amazon Kindle™ ads, we see Amy help out a busy family man and stop him from looking like a technology ignoramus when his trendy friends are over to watch the footie. Continue reading Video engagement for customer service: Do’s and Don’ts

Unleash business value from next-generation chat: 6-step approach

BLOG: Savvy businesses have successfully used web collaboration tools such as chat and cobrowse to attract, win, and keep customers. However these tools pay off only if you leverage best practices from selection to deployment and continuous improvement. Here’s a six-step plan to get it right. Continue reading Unleash business value from next-generation chat: 6-step approach

NTT Communications Selects Genesys Customer Experience Platform for New Cloud-Based Contact Center Service

Geneys_logoPRESS RELEASE: Genesys announced that the company has recently entered into a partnership agreement with NTT Communications Corporation (Chiyoda-ku, Tokyo; President & CEO: Akira Arima) to deploy the Genesys Customer Experience Platform in the Arcstar Contact Center, a cloud-based contact center service that NTT Communications launched on May 2nd, 2014. Continue reading NTT Communications Selects Genesys Customer Experience Platform for New Cloud-Based Contact Center Service