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.

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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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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

    Automation App Delivery Datasheet

    To successfully streamline and automate application delivery, businesses need effective technology and an effective framework. Red Hat® Consulting partners with enterprise organizations to create a strategic approach to app delivery and provide guidance on making operations more repeatable, predictable, and scalable. Using Red Hat Ansible Automation, Red Hat subject matter experts help businesses automate and streamline complicated workflows by speeding processes and eliminating human error. After establishing this foundation, Red Hat consultants show your teams how to manage workflows across multiple infrastructures to help you focus on delivering value to their business.

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    Fight the Phishing Epidemic and Win-The 5 Biggest Challenges and How to Attack Back

    Phishing is one of the most devastating threats hitting organizations every day. And it's the most dangerous and costly cyber threat across the globe. A single successful phishing attempt against your employees provides the foothold cyber criminals need to access your corporate network.

    A joint study between Google and UC Berkeley looked at the various ways accounts are compromised. The result: phishing attacks were identified as the greatest risk to users.

    This guide details the top five challenges organizations face in fighting phishing threats and how a new approach can finally solve your biggest corporate inbox risk.

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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

    View Now

    Enabling faster innovation with DevOps and Red Hat OpenShift

    Modern application platforms, based on container technology, microservices architecture, and cloud are key enablers of DevOps practices, helping deliver secure and innovative software services at the speed of digital business. This datasheet describes the key stages of application development and delivery and the features of Red Hat OpenShift that support faster innovation.

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    Teaching an elephant to dance

    Your organization's current-and future-digital transformation is based on your culture and technology choices. It is an evolutionary process, and the stages of change and the final result look different for each organization. This e-book examines the stages of "digital Darwinism" and helps you determine how your organization should evolve to effectively control your digital transformation- taking your technology "elephant" and teaching it to be agile, process -driven, and adaptive.

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    Toad for DB2 Tips and Tricks for Top Performance

    Spend less time managing DB2 and more time on new projects and strategic initiatives. If you’re a Toad for DB2 user, you’ve experienced its powerful automation and administration capabilities. But are you truly getting the most out of your investment?

    Join Quest’s DB2 expert Jeff Podlasek to learn all about the productivity-enhancing features in Toad for DB2 and how to ensure your DB2 databases are running at peak performance levels. Podlasek will also demonstrate many of the new features included in Toad for DB2 Suite 2017:

    • Flexibility of the dashboard, user and role management, and object management
    • Productivity improvements to the query builder, SQL editor and pivot grid
    • Usability enhancements to partition analysis, reporting options and permission management for LUW
    • Improved object compare/migration and support for utilities for z/OS
    Speakers
    • Jeff Podlasek: Software Development Manager, Quest Software
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    Mesa Systems Protects Against Phishing Email with EdgeWave ThreatTest

    Established in 1981 with offices located throughout the western United States, Mesa Systems is a world-class, full-service provider of residential, commercial, and logistics-based transportation solutions for businesses and individuals. This case study reviews how Mesa Systems identified a new wave of phishing attacks getting past their existing defenses, and how they are giving their employees a simple tool that helps them flag suspicious emails in their inbox. It then automatically routes those emails through AI and expert human analysis in minutes. Mesa can now fight phishing attacks faster, resolving them in minutes, and they are no longer burdening IT with the time and cost of investigating and remediating suspicious emails.

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