Resources & Hub News
August 6, 2018

CR-X, Inc launches CustomerView on the Genesys AppFoundry

CustomerView, a highly-scalable, big data engine for all customer channels, especially voice, combines with the Genesys Customer Experience Platform to dramatically improve quality, compliance, cost-efficiency and sales/service performance. CR-X, Inc  (“CR-X”) announces CustomerView® is now available on the Genesys® AppFoundry, a dedicated customer experience marketplace.  Genesys is the global leader in omnichannel customer experience and contact center solutions that powers 25 billion of the world’s best customer experiences each year. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce. CR-X […]
July 18, 2018

Everything you wanted to know about ASN.1 Integration

ASN.1 [1] (Abstract Syntax Notation One) is a flexible notation for representing data structures in telecommunications and computer networks. ASN.1 was originally defined in 1984, and has been updated over the intervening years with the latest revision released in 2002. ASN.1 describes records in a ‘compact’ binary format that supports transmission of complex telecom and network data in a minimum of bytes whilst supporting highly optional field population. Pre-agreed ‘record’ definitions include information about field encoding (e.g. string, numeric and date formats), and allows scope for lists, field groups, and sub-lists/sub-groups to be specified. ASN.1 records definitions are similar to […]
July 18, 2018

Reading Genesys log files

T-Server records are generated by the network equipment that underpins Call Centre Routing, capturing technical details of agent and CTI-related handoffs. T-Server records are logged verbosely to high-volume files, with new files being initiated every few minutes by each of the many CTI applications, at each of the numerous instances that support a call centre. T-Server log files are often sent to an internal archive location/server and compressed to save storage space, allowing many days data to be stored online. The information logged in T-Server files is voluminous and captures many attributes of the infrastructure equipment, routing, call centre applications, agent […]
July 18, 2018

Using Big Data to monitor customer experience

Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier, from awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Customer experience (positive, neutral or negative) can also simply be generated from an individual experience over one transaction. Ensuring that your company generates positive customer experiences is of utmost importance! A survey in 16 countries, conducted by Alcatel/Lucent subsidiary Genesys, titled ‘The cost of poor customer service‘ highlighted that poor customer service, which therefore results in a bad customer experience, costs financial service […]
July 18, 2018

The Data Scientist’s best friend

What is it that makes a data scientist a data scientist? Lots of clean rich data. It’s their stock in trade. Data scientists bring a unique and exceptionally valuable set of skills to the table in the areas of marketing, forecasting, risk analysis and customer behaviour analysis – just to name a few. Data scientists blend the art and science behind big data to give organisations what they want and more importantly – what they need: insights, solutions and recommended actions. However, according to a study by the McKinsey Global Institute these key people are hard to find. The study […]