2018 Contact Center Trends: Breaking Through The Barrier

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

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Architecture spotlight: Three considerations when choosing cloud for your contact center

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
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Executive Brief: Mitigate Avaya risk and future-proof your customer experience

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.

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Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Bringing Omnichannel to Microsoft Dynamics 365

Bridging the Gap between Customer Demand and Existing Technology

In the blink of an eye, the world of customer care has changed. Dialing a toll-free number to connect to a live contact center agent is rarely anyone’s first choice as consumers increasingly embrace digital alternatives. Reminiscent of the introductory sequence to the popular television show “The Big Bang Theory,” where the history of the world is shown in a 20 second sequence, customer care’s progress from the simple phone call to today’s omnichannel world has happened in less than a generation

Get Whitepaper

Executive Brief: Mitigate Avaya risk and future-proof your customer experience

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.

View Now

Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

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.

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Frost & Sullivan: Customer Engagement is Ripe for Change

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
Get Whitepaper

eBook: Contact Center Economics and the Cloud

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!

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Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18

Selecting the right multichannel cloud contact center has never been more clear

With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business

Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.

Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.

Read the Ovum Decision Matrix to:

  • Compare cloud contact center solutions based on the strength of their technology platforms
  • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics
  • Understand each vendor’s market impact and why Genesys was chosen as a leader
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