eBook: Blended AI for Customer Experience

Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

Download the eBook and learn how Kate and Blended AI lets you:

  • Personalize self-service
  • Connect customer conversations
  • Create smart agent experiences
  • Start small and deploy fast with MicroApps

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Customer Data Platforms: How They Work, What They Solve & Why Everyone Needs To Use One

Today’s customers have been trained by Amazon, Netflix, Spotify and many others to expect personalized experiences and have little tolerance for firms that do it poorly. Quality data is needed to fuel the technologies that power personalization, but assembling that quality data can be hard.

Enter the Customer Data Platform (CDP). As defined by the Customer Data Platform Institute, a CDP is a marketer-managed system that builds a unified and persistent customer database that is accessible to other systems. While they are promising to be faster, easier, cheaper and more flexible than previous solutions – even the most savviest of martech professionals aren’t fully understanding their benefits, capabilities and integration abilities.

View this report today to learn the:

  • 3 main functions of a CDP
  • 8 advantages of using a CDP to assemble customer data
  • 8 common questions about CDPs and their answers
  • Key ways to select and budget for a CDP and more!

Download a copy of the CDP Institute’s report, “Customer Data Platforms: How They Work, What They Solve & Why Everyone Needs to Use One” today.

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GDPR Impact Series 2018

2018 sees the long-awaited General Data Protection Regulation (GDPR) enter into enforcement starting May 25th. It is a once-in-a-lifetime change to the legal basis on which individuals share their data with organizations.

Research company DataIQ recently examined how consumers expect their data to be used and whether they intend to exercise their new rights, as well as into what organizations intend to do to bring their data-driven practices into line with the Regulations. Download the report now to:

  • Understand the consumer perspective on data collection, consent, context, and control
  • Learn key strategies for the business/marketer’s processes, top opportunities, and challenges in adjusting to the new Regulation
  • Identify any mis-alignments between the two sides’ views of the data exchange and their root causes

Whether you view data as the new oil or as the beginning of the fourth industrial revolution, its relevance in today’s world is hard to deny. By laying the groundwork now, businesses will be able to embrace the opportunities presented by GDPR, and this research takes us one step closer to a more comprehensive understanding of how to truly put the customer and their expectations at the center of everything a brand does.

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Why the Universal Data Hub?

Today’s business leaders are faced with an increasingly fractured vendor landscape leading to operational inefficiency, siloed teams, loss of consumer trust and legal risk and, worst of all, a disjointed customer experience. In a market where companies largely differentiate and scale on customer experience, this makes data strategy a vital component of organizational health.

Download our Universal Data Hub white paper to learn:

  • The 4 Core Problems Created by the MarTech Explosion – The gaps between marketing technologies and the data they leverage, left unaddressed, spread throughout an organization
  • What is a Universal Data Hub? And What are Its Key Tenets? – What it is and what should you look for when considering a centralized platform for your digital marketing stack
  • Functionality Checklist for a Universal Approach to Data – The key functionalities you need to consider and evaluate when implementing a universal data strategy

The data foundation you establish will not only allow for more effective and lucrative marketing now, but is a critical step to delivering on the value of all data sources in the future that are exploding with the advent of mobile, IoT, artificial intelligence and machine learning.

Companies that take a universal approach to data will immediately fill organizational and customer experience gaps, while laying the data infrastructure critical to competing in the future. Download our white paper today to get started.

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Forrester Report: Artificial Intelligence with the Human Touch

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

View Now

eBook: Blended AI for Customer Experience

Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

Download the eBook and learn how Kate and Blended AI lets you:

  • Personalize self-service
  • Connect customer conversations
  • Create smart agent experiences
  • Start small and deploy fast with MicroApps

Get Whitepaper

eBook: Not All Cloud Contact Center Platforms Are Created Equal

Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important..

Download this eBook and learn:

  • How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations.
  • The benefits of utilizing a platform built on microservices architecture.
  • How to take your business to the next level with a built to scale cloud contact center platform.

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Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

    • Focusing on context and inquiry type to deliver the best customer experience
    • Using automation and AI to uncover new revenue streams and transform operations
    • Exploring new labor models to maximize human connections in a digital world

    Get Whitepaper

    Driving Risk out of Construction

    Transforming Your Business With An Operational Workflow Platform In the construction business, you’re under enormous pressure to run on-time and on-budget with the utmost focus on safety and quality. At the end of the day, your most important skill is to catch hidden risks before they become real problems with real impacts to the business.

    Unfortunately, antiquated paper and spreadsheet processes keep risks hidden and you stymied. To resolve this, leading construction firms like yours are embracing operational workflow platforms to better manage and streamline their work, data, and processes, while decreasing their costs.

    Read Driving Risk Out of Construction and learn how you can uncover and quickly act upon hidden risks caused by manual processes and disparate systems in order to reduce safety incidents and improve on-time delivery and quality.

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    Validation of the Welch Allyn RetinaVueTM 100 Imager Handheld Fundus Camera for Teleretinal Imaging in Primary Care

    Diabetic retinopathy is the leading cause of blindness among working-age adults¹, but up to 95% of cases can be prevented if detected and treated at an early stage². Unfortunately, if diabetic patients do not schedule and attend annual ophthalmologic appointments, the disease may go undetected, resulting in permanent vision loss or blindness.

    Historically, handheld fundus cameras have not been widely adopted for diabetic retinal exams in primary care settings due to poor image quality and difficulty to operate—but advances in fundus imaging technology is changing that.

    This study outlines:

    • The new RetinaVue 100 Imager can be effectively used in non-eye care settings.
    • How retinal images can be captured by minimally experienced operators in just four minutes.
    • That a high percentage of these images can be successfully interpreted by an ophthalmologist.

    1 CDC Vision Health Initiative (VHI), Common Eye Disorders. www.cdc.gov/visionhealth/basics/ced/index.html.

    2 National Eye Institute, Facts about Diabetic Eye Disease. http://nei.nih.gov/health/diabetic /retinopathy

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    Teleretinal imaging enables detection of diabetic retinopathy in primary care settings

    Change is required to eradicate diabetic retinopathy as a leading cause of severe vision loss and blindness. Teleretinal imaging in primary healthcare settings provides an option to improve early detection of diabetic retinopathy in patients living with diabetes.

    • With early detection, 95% of vision loss can be prevented.1
    • Achieve 90% compliance with diabetic retinal exams in one year.2
    • Improve value-based quality measures and population health management
    • Preventive intervention is key, as diabetic retinopathy is often asymptomatic; many patients are not even aware of their condition until it is advanced. Early detection in primary care settings helps to ensure vision-threatening diabetic retinopathy is identified early enough to prevent blindness.

      Download the whitepaper “The new front line for preserving vision in diabetic patients”.

      Featured Expert: Stephen G. Schwartz, MD, MBA, Associate Professor of Clinical Ophthalmology at University of Miami Miller School of Medicine.

      1 National Eye Institute, Facts About Diabetic Eye Disease. https://nei.nih.gov/health/diabetic/retinopathy.

      2 Mansberger SL, Gleitsmann K, Gardiner S, Sheppler C, Demirel S, Wooten K, Becker TM; Comparing the Effectiveness of Telemedicine and Traditional Surveillance in Providing Diabetic Retinopathy Screening Examinations: A Randomized Controlled Trial. Telemedicine and e-Health. December 2013, 19(12): 942-948. doi:10.1089/tmj.2012.0313.

    Get Whitepaper