Sponsor: Genesys

A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.

Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact center research, Ventana Research and Jack Nichols, director of PureCloud product management, Genesys.

Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact center architecture. You’ll learn:

• Pros and cons of private and public cloud contact center models
• Best practices for a blended infrastructure
• Differences between single and multitenant cloud architectures
• How to determine if a vendor’s cloud solution meets your specific needs

Genesys named a Leader 3 years in a Row

Companies of all sizes are turning to contact center as a service (CCaaS) solutions to drive their customer experience success. With customer expectations soaring, CCaaS or cloud contact center solutions combine unmatched contact center capabilities with unlimited scalability and fast deployment. All these benefits are delivered as a monthly subscription service.

Genesys is proud to be named a leader in the 2017 Gartner Magic Quadrant Leader for Contact Center as a Service, three years in a row.

Read this report now to learn:

• Drivers of increasing demand for CCaaS
• Key considerations when comparing cloud contact center solution providers
• How Gartner positions the 10 top cloud contact center vendors in each of the four quadrants – Leaders, Challengers, Visionaries and Niche players

Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.

In this commissioned Total Economic Impact study (TEI), Forrester Consulting examines the PureCloud platform—costs to deploy, benefits, risks associated and return on investment. Forrester interviewed customers across North America, Europe and Asia Pacific with years of experience using the PureCloud platform—to give you a comprehensive framework for evaluating this cloud-based omnichannel contact center solution.

• Quantified financial benefits for users
• Costs associated with the system
• The total economic impact of the PureCloud platform

A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.

Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact center research, Ventana Research and Jack Nichols, director of PureCloud product management, Genesys.

Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact center architecture. You’ll learn:

• Pros and cons of private and public cloud contact center models
• Best practices for a blended infrastructure
• Differences between single and multitenant cloud architectures
• How to determine if a vendor’s cloud solution meets your specific needs

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

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.

Overcome the obstacles of your legacy Avaya contact center

Your customers expect seamless, personalized interactions across digital and voice channels. Yet, delivering this level of customer experience is a struggle with a legacy Avaya contact center that was never intended to support this level of engagement. This challenge has been made even more complex with the financial uncertainty of Avaya.

Establish a solid foundation to support your success by moving to an omnichannel environment. With an open, stable and proven customer experience platform, you can manage your short-term risks while meeting the needs of your customers today and tomorrow.

Get Gartner’s Complete Analysis of Each Contact Center Vendor

The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute.

Get the complimentary report now to:

• Compare contact center vendors and see which quadrant they are aligned to
• Review the latest market outlook including on premise and cloud deployment choices
• Learn what critical capabilities to consider when evaluating solutions and legacy system replacement

For the ninth year, we are honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. Gartner placed Genesys highest amongst all vendors in ability to execute and completeness of vision. We believe this unique position validates our mission to power the world’s best customer engagement solutions for organizations of all sizes, both in the cloud and on premise.

Is Your IT Team Ready to Enable Digital Transformation?

Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation that is increasingly becoming more cloud-based.

An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently.

Read this white paper from Frost & Sullivan for a pragmatic approach to:

• Identify process changes and goals with lines of business
• Benchmark your current infrastructure and technology gaps
• Consider cloud omnichannel solutions for easier deployments and simple scalability

Move to the Cloud with Confidence

If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.

Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.

This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including:

• The size of your contact center, and business requirements such as customer journey management
• The location and quantity of contact centers being managed
• The need for scalability, speed of deployment, and maintenance requirements

Read the eBook today!

Whether you want to replace a legacy contact center solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.

This executive brief discusses how PureCloud can help you:

• Bridge silos for collaboration via chat, video and calls with an all-in-one solution
• Add new capabilities instantly as PureCloud is a true, native cloud 2.0 solution built using microservices architecture
• Get up and running in days, not months, using built-in best practices and multiple deployment options

A Look at the Five-Year Cost Comparisons for Technology Infrastructure Deployment

Total cost of ownership (TCO) is a major consideration for organizations evaluating the pros and cons of cloud-based contact center infrastructure deployment versus an on-premise solution. According to this report, for a 50-seat contact center the average cloud platform costs approximately $150,000 less in year 1 and up to $300,000 by year 5.

This Ovum report also discusses:

• Which deployment model is right for small, midsize, and large contact centers, based on low, medium or high technology footprint requirements
• How cloud-based systems are much quicker to deploy and can scale up or down in response to changing business conditions
• How cloud drives a quicker innovation cycle

Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row

The contact center as a service (CCaaS) market in North America is growing rapidly. CCaaS or cloud contact center solutions offer functions and capabilities that are similar to those required to operate call and contact centers as on-premises contact center infrastructure (CCI), except that they are delivered as a service and paid for on a monthly subscription model.

View this report now to learn:

• Strengths and cautions to consider when evaluating cloud contact center solution providers
• How the 10 cloud contact center vendors are positioned in each of the four quadrants – Leaders, Challengers, Visionaries or Niche players
• Why Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row

We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to a new spin on old ideas, hot topics boil down to five key trends that will define the customer experience going forward.

In this eBook, learn:

• Five trends will have the biggest impact on customer experience
• How to use machine learning to detect patterns and trends to deliver the next great customer experiences
• How to future proof your contact center and adapt to changing customer needs

Small and mid-sized businesses are in a unique position and have an advantage in customer experience compared with their larger competitors. Read this report from Frost & Sullivan to learn how to leverage this advantage.

Get this report now to learn about:

• Changing customer expectations and how they have shaped the way companies operate contact centers
• How SMBs can turn personal knowledge about their customers into a customized experience and competitive advantage
• The benefits that the cloud offers to SMBs when it comes to their customer experience strategy

Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media.

Get this eBook now to learn

• How to engage with your customers in an ultra-connected world
• How to make your customer engagement operations easy and efficient
• Why it’s time for an all-in-one cloud contact center solution