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Leveraging Conversational AI and Feedback Management to Enhance CX and Drive Business Value  In an era where customer expectations are continuously evolving, businesses require innovative [...]

Regulatory compliance is a top priority for call centre managers and supervisors. But keeping up with ever-changing standards is a difficult task. The vendors you choose to work with have a big [...]

Every year, Gartner identifies technology trends that are critical to business. This year, the list comprises a number of strategic contact center trends that will enable CEOs to deliver growth, [...]

Join The Multicloud Revolution with Genesys; Your business is unique. You have different objectives, strategies, tech requirements, and geographic needs. And you must meet specific security and [...]

In our recent webinar with the CX Guru, Khaled Ramadan – Powered by Verint, We asked Ramadan about his thoughts on the role of AI in the contact centers? Here are some of his interesting [...]

We need to understand what the analysts are saying. We need to understand how the market trends are going today. According to the 2020 Global Customer Experience Benchmark report based on the [...]

Most companies noted that data residency and governance, along with industry-specific regulations were their major discouragement while considering a cloud-based solution. With the growing number [...]

Businesses around the globe, and across multiple industries, are planning to increase their investments in both customer experience and social media. Building relations with customers via social [...]

Organizations in the Middle East are increasingly investing in technology to gain an advantage in an increasingly competitive environment, adopting structured and results-oriented digital plans [...]

In the new reality of home working, social distancing, and the global lockdown created by the Covid 19 Pandemic, the need to provide initiative solutions to support remote contact center agents [...]