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Artificial Intelligence (AI) is no longer a futuristic concept, but a tangible reality transforming businesses across industries. From optimizing operations to enhancing customer experiences, AI promises significant value creation. However, the...

Companies commonly use Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) as a loyalty barometer. It comes as no surprise that when talking about Contact Center, CSAT and NPS scores become the center of conversations with our clients. CSAT...

Genesys is a global leader in cloud customer experience and Contact Center solutions. For the 9th consecutive year, Genesys has been named a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS).   The annual...