Context Matters. Build effortless personalized customer journeys based on what customer wants.

“An organization that provides a personalized service, makes its customers feel important everytime they interact with you.” Jon Arnold Telecom Analyst & Strategy Consultant Even in today’s [...]

Unless you’re already familiar with it, the first thing you’ll probably need to know is: what exactly is asynchronous messaging? According to techopedia Asynchronous messaging is a communication [...]

Handling customer calls efficiently is crucial to your organization’s image. All companies work hard to adjust their agents, according to their business needs; in order to increase their [...]

Based on a recent study conducted by IDC in the Middle East on behalf of IST & Genesys, "74% of organizations that use cloud-based applications in customer engagement centers have [...]

IST has been recognized by Cisco as a leading partner delivering exceptional customer experience solutions by being awarded Cisco Middle East Partner of the year, 2018. This recognition is for [...]

Many are opting to migrate their contact centers to the cloud. Based on a recent cloud adoption survey conducted by IDC in the Middle East: one of the top 4 concerns facing organizations when [...]

Instagram is on the rise, we’ve heard it, we know it, but what are we doing about it? Lets talk numbers, Instagram has been increasing by 43% in UAE, 8% Saudi, 425% in Egypt, and 24% in Qatar. [...]

How does an organization measure the success of its Customer Experience? It’s quite simple: with customer feedback. By listening to our customers we can know the things we are doing right, [...]

PureCloud is a feature-rich, all-in one, cloud contact center solution built by Genesys. PureCloud offers organizations the chance to provide a true omni-channel experience for its customers by [...]

Choosing the right contact center solution can be challenging in this day and age. When selecting your contact center solution you may be faced with the dilemma of cloud vs. on premise. The [...]