Today, I’m pleased to announce that Genesys has completed our acquisition of Interactive Intelligence. With this announcement, Genesys ushers in a new era in customer experience. The combination of Genesys… read more →
A true sign that a tool is making a difference is when the contact center specialist begins an interaction with a caller saying things like: “This stuff just doesn’t work.”… read more →
Today, I had to call a government agency to help me solve an issue. Past experiences had me realistically concerned that I would be stuck on hold for an eternity. … read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →
Doctor IoT, paging Doctor IoT My last blog (way too long) I wrote about how IoT is already impacting us in our kitchen and ways I really hope it will… read more →
And folks from PureCloud Engage℠ will be there, which is just one of the reasons we’re excited about AWS re:Invent in Las Vegas, Nov. 28 to Dec. 2. Weirdly, in… read more →
A Survivor’s Story: Clare Kawamura Breast Cancer is the second most commonly diagnosed cancer among American women. For every eight women you know—one will develop invasive breast cancer in her… read more →
Register for this free webinar here. In this hyper-connected era, every industry is under pressure to provide a seamless consumer experience – and healthcare is no different. Patient interactions with… read more →
Forecasting, we are always told (and I’ve said so myself), is an art, informed by science. As artsy as we like to think about it, there are still some fairly… read more →