Everyone has ‘those’ moments at the grocery store, right? You forgot an item that’s all the way on the other side of the store or even worse, you leave the store completely forgetting something! We wanted to share our version of a wallboard that we know everyone can relate to…going to the grocery store.
5 AI Trends Shaping the Contact Center in 2024
AI (Artificial Intelligence) has emerged as a mainstream component of the modern business technology stack. Virtually every company is beginning to embrace AI in some format. In fact, McKinsey found AI adoption has doubled in the last few years.
Next Generation 9-1-1 Use Case
Genesys Cloud CX Announcement
Geomant, a Genesys Partner, is proud to announce the availability of the Genesys Cloud CX data source for Geomant Wallboard. Available today, the connector joins a growing list of data sources that support instant awareness and informed action in the contact center.
Genesys Cloud customers can now experience a real-time and historical reporting solution that includes advanced calculations and filtering for Genesys Cloud data. The connector provides real-time observations and historical performance and is based on interactions, contacts and users, complete with thresholds and alerting.
Geomant’s powerful middleware allows for unification of data from Genesys and other related systems including Salesforce, Dynamics, Cisco, Avaya, NICE, Five9 and more. A web-based editor supports the creation of multiple views with scheduled content, feeds and alerts, that can be displayed on agent desktops, management dashboards, mobile devices and in-center wallboards.
Dashboards and Wallboards may include Genesys Cloud metrics alongside Corporate Communications and other media content, including RSS and Twitter feeds, YouTube videos, CAP feeds, live video, PowerBI and Google Slides. The content can be delivered to the desktop or large screen players.
Contact Geomant today to learn more!
The Power of Wallboards for Public Service
When most people think about the benefits of wallboards, they imagine fast-paced contact center environments brimming with agents hoping to monitor crucial KPIs and metrics. However, the advantages of wallboards go much further than you’d think.
It’s All in the Details: The Value of Call Details
The minor details can make the most significant difference to customer experience and satisfaction scores. Something simple (like an agent calling a customer by name or instantly understanding the reason for their call) can help to transform a sub-par experience into an excellent one.
The Building Blocks of Outstanding CX: Aligned Channels
In a world where consumers have more power, many are beginning to expect more from the companies they share their loyalty with. Your customers want you to interact with them across more channels, deliver more personalized experiences, and invest in more consistency.
Preserving Compliance on Alternative Communication Channels
Compliance has long been crucial for virtually every business and contact center. Whether you’re in a highly regulated sector like finance or healthcare, or you’re just running a standard retail business, you will have compliance standards you must adhere to.
Responsive Wallboard Components for Contact Centers
It’s no secret that data, analytics, and reports drive better business results.
Adding Digital Channels to Your Contact Center
Not so long ago, the phone system was the heart of the contact center. When customers wanted access to quick insights, empathetic support, and detailed guidance, the easiest option was to make a call. While many consumers still rely on phone calls to connect with businesses today, voice is no longer the only option for straightforward service.