Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com

By
Nicolas De Kouchkovsky
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We continue our exploration of the key trends shaping up the customer interaction management market. In the first part of this article, we looked at the accelerating...

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By
Blair Pleasant
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At the Google Cloud NEXT conference in San Francisco, Google made many, many AI announcements, including new AI tools to help contact centers be more efficient and...

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By
Phil Edholm
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At the Google Cloud event GoogleNext 2018, there were a lot of announcements. This conference is focused to how to use the Google cloud for business deployments.

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By
Nicolas De Kouchkovsky
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I am excited to share the second iteration of my Customer Interaction Management market landscape. The number of participants has jumped from 450 to 650. The steep...

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By
Blair Pleasant
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In this BCStrategies Expert Case Study podcast, Blair Pleasant talks with Roberta J. Fox-Lawson about her work with Crisis Services Canada (CSC) to...
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Sara Uzel
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I have been fortunate to be included in a number of educational events and trade shows over the past six months. Now I’m back home and I’ve been thinking about what I...

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BCStrategies
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tekVizion recently completed 10 SIP trunking validations across multiple PBX platforms for VodafoneZiggo NL in a record time of six weeks.

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By
Nicolas De Kouchkovsky
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Enterprise Connect has become the flagship event for the communication industry. I didn’t attend the show but was able to follow it through all the announcements made...

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By
Jon Arnold
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I can’t think of one thing – or company – that stood still in our space during 2017. Every player of note had at least one major development, and every trend that...

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By
Blair Pleasant
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At the Genesys Analyst Summit, it was great to hear from Genesys about how it’s driving a cloud-first vision leveraging microservices, innovating with technologies...

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By
Robbie Pleasant
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Genesys debuted the integration between Genesys PureCloud, its cloud customer engagement solution, and Amazon Lex at the AWS re:Invent conference. The integration...

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By
Nicolas De Kouchkovsky
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The past months have witnessed breakthrough announcements from Microsoft, IBM, and Google, all hitting new marks in speech recognition accuracy. Let’s review the next...

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