Another avenue into the enterprise contact center for Genesys. Last week Genesys announced a definitive agreement to acquire privately-held customer interaction analytics firm UTOPY. While financial ...

Grand View Research valued the worldwide contact center interaction analytics market at $1.9 billion last year and expects it to reach $5.8 billion by 2030, growing at a compound annual rate of 20.5 ...

As we learned last week from Genesys CEO Paul Segre, the company has spent the six months since acquiring Interaction Intelligence with "do no harm" and "don't break anything" top of mind. "We're ...

DENVER, Dec. 7, 2022 /PRNewswire/ -- Contact centers are looking to transition quickly from physical, on-premises solutions to cloud-based and hybrid models. This helps them gain flexibility, data ...

For customer experience and contact center leader Genesys, the use of artificial intelligence (AI) is increasingly at the foundation of all its services. At the company's Xperience '22 conference ...

Businesses are swiftly grasping the value of data-driven insights in improving customer interactions and streamlining processes to help them personalize services, improve first-call resolution rates, ...