Customer Experience, Contact Centers, customer service, Customer Engagement, forrester

Creating an Engaged Customer Experience

About ten years ago I was part of a team working on a product that was an early attempt to capture a 360-degree view of the customer. Back then, the concept of a “360-degree view”  of your customer was in its infancy – it was a new way of thinking. The industry understood that it was becoming more and more important to understand your customer’s journey. 

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By Jay Gunnell on Jan 14, 2020 10:40:42 AM

The Challenges of Securing Genesys CX

 

As the countdown begins towards Genesys G-Force 2016, we thought it was a good time to review some of the security challenges organizations may face when using the world’s number one customer experience platform.

Today’s realities have made security and the protection of personal identifiable information (PII) of paramount importance for every organization across all of the technologies they operate. There is no shortage of methodologies and tools for testing for vulnerabilities in network environments and applications, but none of them are designed to address the unique characteristics of a fully integrated customer experience platform like Genesys provides. There are two important challenges that are often overlooked.

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By Jay Gunnell on Sep 23, 2016 3:46:48 PM