Genesys to Acquire Interactive Intelligence to Create the World’s Premier Omnichannel Customer Experience Company: Genesys (www.Genesys.com), a market leader in omnichannel customer experience and contact center solutions, and Interactive Intelligence Group Inc. (Nasdaq: ININ) (www.ININ.com), a global leader of cloud and on-premise solutions for customer engagement, … [Read more...] about Genesys to Acquire Interactive Intelligence to Create the World’s Premier Omnichannel Customer Experience Company
omnichannel
The do’s and don’ts of implementing omni-channel in call centres
With more customers owning smart mobile devices, companies are facing an increasing need to communicate in other ways. Omni-channel is where all media types are channelled through the same queuing mechanism allowing call centre management to monitor and report across interactions. Jed Hewson, co-founder of 1Stream, explores the do's and don'ts around implementing omni-channel … [Read more...] about The do’s and don’ts of implementing omni-channel in call centres
The reinvention of customer service through advanced analytics and omni-channel
Companies looking to leverage the advantages of advanced analytics and omni-channel communication require a deeper understanding of the customer journey. That’s the latest word on customer service from Quinton Pienaar, CEO of Agilitude a Salesforce.com and customer engagement evangelist. “There is a general lack of understanding of a customer’s journey. This is exasperated by … [Read more...] about The reinvention of customer service through advanced analytics and omni-channel
