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Yes, you read that correctly. No, I’m not crazy. Keep reading and I’ll explain. A lot has changed in the communications world in the last quarter century. We’ve progressed from legacy PBX systems and snail mail to cloud-based VoIP telephony, text messaging, and artificial intelligence. But in our race to embrace the latest innovations, I believe we should keep in mind what good communication looks like and evaluate how these technologies make our communication more or less effective.
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Every now and then we, as a PureCloud partner, see customers run into server management snags that could be prevented. I’ve picked a handful of common scenarios to examine. Rule number 1. Manage manual maintenance switchovers monthly. Mmmmkay? PureConnect Switchover is a robust Active-Active redundant server strategy that over the […]
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Have you ever felt abandoned? Maybe as a small child you lost sight for a little while of the adult you were with, and you really thought you were on your own. Or maybe later in life, you lost touch with a close friend who moved away, and you wondered if you’d ever hear from them again. Or maybe just yesterday, or last week, a company you’ve done business with for years treated you as if you’re expendable.
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When I was growing up, our small town newspaper frequently ran an ad for the local chiropractor. In the ad, a pensive, doctor-ish, looking man with his hand on his chin pondered the question, “Did you know that every move you make depends on your back (or spine)?” If you’ve […]
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Last week, Genesys held the CX18 Conference at the spectacular Gaylord Resort in Nashville, TN. It was a terrific event with tons to learn and see. There were three discoveries in particular that stood out to me as very impactful. Even better, all three of these will be coming to […]
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Now that the dust is settling from the Genesys acquisition of Interactive Intelligence, online resources are being consolidated, unified, and brought under the Genesys umbrella. Here are seven online resources provided by Genesys that you should be taking advantage of: 1. Genesys Knowledge Network This is the most recent addition […]
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When a group of people in different locations need to discuss something, the simplest solution is often to join a conference call. But the best method to use for this will be different depending on a number of different factors. In this article, I’ll be covering the different methods of building conference calls that are available in a PureConnect/CIC environment and their benefits and shortcomings.
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PureConnect 2018 R1 was released on October 31, 2017. In addition to other improvements, features were also added to Interaction Connect (the recommended PureConnect Client moving forward) and the internal Speech Recognition and Text To Speech components offered in PureConnect. In this post, I’ll focus specifically on Interaction Connect and Speech […]
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SMS (Text Messaging) is one of the most popular methods of communication in today's mobile-enabled world. It is also commonly used for notifications, authentication, and is beginning to be widely adopted as an established communication channel to conduct business. We have been experimenting with some of the capabilities that SMS can bring to the table for the contact center and came up with a quick demo to illustrate some of the possibilities.
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I was recently on a call with a potential customer. After a long conversation and product demonstration, his last question was “Why should I buy from you guys when I can buy direct from the manufacturer?” It struck me that there really is an important distinction between the customer experience working with a large manufacturer versus a partner reseller.
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