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

    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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    Delivering Governed Self-Service BI Across the Enterprise

    The purpose of this document is to provide Pyramid Analytics customers with an actionable, high-level framework, guidance and tips to successfully deliver governed self-service BI across the enterprise. Although ad-hoc reporting tools have come a long way the past few years, most of the tools in the market today have significant governance gaps.

    Self-service BI governance involves a partnership between business and IT leaders on how to best empower everyone to make data-driven decisions efficiently and responsibly. Analytics guides interactions, informs decisions, drives processes and ensures better outcomes. In balancing organization and individual needs, a collaborative initiative considers various user perspectives and reporting use cases. Since everyone must participate, governance requires an organizational reporting culture change.

    In summary, effective self-service BI governance processes are essential to ensure users are viewing high-quality, relevant data for decision-making. They also help users understand standards for creating and sharing reports responsibly.

    Pyramid Analytics provides organizations with an intuitive administrative framework to publish and share content. Administrators can configure role-based access using group security profiles and track lineage and versioning at the storyboard level to gain complete telemetry on how users are consuming content.

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    Improve Self-Service Analytics Credibility with Data Quality

    Data is at the heart of every organization.

    In the journey to become more data-driven in decision making, we are seeing unprecedented democratization of data and adoption of self-service analytics. Rigid data collection and reporting processes of the past have given way to rapid gathering of raw, unstructured and crowdsourced data. As a result of that change, there are inevitable trade-offs with data quality.

    Self-service visual analytics solutions often quickly expose data quality issues that you may not even realize exist. Unfortunately, inaccurate data undermines the powerful value of self-service analytics. If people don't trust your reports, they won’t use them. Since self-service analytics credibility, adoption and success hinges on accurate data, data quality should be given more attention as you implement these solutions.

    Every organization today depends on data to understand its customers and employees, design new products, reach target markets, and plan for the future. Accurate, complete, and up-to-date information is essential if you want to optimize your decision making, avoid constantly playing catch-up and maintain your competitive advantage.

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    The Enduring Value of Narrative Reporting

    While they throw numerous cross-department teams at the problem or embark on yet another technology initiative, year after year organizations continuously labor through the reporting process, delivering bland, formulaic reports that provide little decision-making value.

    Many business intelligence (BI) solutions in the marketplace today—the very tools designed to interrogate data and produce meaningful insights—are only making things worse.

    Meanwhile, emergent self-service BI tools promise to empower end users and improve speed to insight. While they can produce attractive data visualizations in dashboard style reports, they haven’t made it any easier to produce the professional, narrative-style reports that many business leaders require.

    In this paper, we explore these in greater detail, discuss why many BI solutions fall short, and explain how Pyramid Analytics excels in each of these key areas.

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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

    Ransomware is Increasing the Risks & Impact to Organizations

    "Cybercriminals constantly engage organizations in a game of leapfrog: system defenses improve, so malware searches for new holes. Recently, ransomware, which has been around since 1989, has been gaining momentum.

    Download this Mimecast sponsored report to learn about this growing threat, its impact to organizations and the ways to help thwart an attack."

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    Don’t Overlook Your Email Archiving Systems

    "Today, business users need on-the-go access to all their critical data, which includes emails, documents and attachments. For IT administrators, striking the balance between productivity for users and compliance needs for the organization is necessary.

    A September 2017 commissioned study conducted by Forrester Consulting shows 92% of business users believe easily finding emails and related documents using search functions is important or critical to the ability to do their job.

    Download the study to discover more of Forrester Consulting’s important findings on the email archiving needs of modern business users—and how you can meet them."

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