Genesys, call management, Nortel, call routing, CTI

The Evolution of Genesys- An Onliner's Perspective

For over 13 years Online has been proud to be a Genesys partner. We have helped customers throughout North America implement their Genesys solutions, map their customer journeys, and improve their overall customer experience. 

Both Gartner and Forrester research consider Genesys a leader in customer service solutions and it’s our pleasure to work with Genesys to meet the needs of PureEngage customers. 

We had a chance to ask Onliner Doug Folken, a long time Genesys practitioner, to share with us a few of his thoughts and observations on what he’s seen in the Genesys platform over the last 35 years.  Please welcome Doug to our blog – we hope you enjoy his reflection on “The Evolution of Genesys."

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By Doug Folken on Mar 22, 2019 2:57:27 PM
Risk Assessments, Security, Genesys, Contact Centers

When 24x7 Security is Not Enough

Neighbors, babysitters, handymen, even family members; your backyard, upstairs deck, even your own front door…

Statistics show the vast majority of burglaries and theft, especially identity theft, are perpetrated by a household acquaintance or family member. The US Department of Justice says that “Offenders were known to their victims in 65% of violent burglaries; offenders were strangers in 28%.” Similarly, any Google search yields countless articles listing front doors, backyards, and ground floor windows as the most common points of entry for burglars. 

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By Steve Levinson on May 31, 2018 3:33:37 PM