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Latest resources from Genesys
Omnichannel is no longer optional
The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater...
Redesigning the Customer Experience Around the Internet of Things
Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across Europe to understand how enterprises...
2017 Gartner MQ for Contact Centre Infrastructure
The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations...
Increase Customer Service Agility With Cloud Contact Centers
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable...
5 Tech Trends Redefining the Customer Experience
We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond.
From cutting-edge technologies...
2017 Customer Service Trends: Operations Become Smarter And More Strategic
Your customers have a strong opinion of what makes a company customer-centric.
Customer service organizations must build on a foundation...
