Quadient® Inspire and Guidewire InsuranceSuite™

Many organizations have separate tools, teams and third parties dedicated to designing and creating content for mobile, web, and print communications. This results in duplication of efforts, inconsistency and compliance risk. Inspire enables you to create timely, contextual, personalized and accurate communications for all channels from one intuitive interface. This eliminates the need for multiple siloed teams, reduces risk and ensures a seamless customer experience.

Our technology is fully integrated with Guidewire InsuranceSuite™. It also integrates with your existing legacy IT systems and offers flexible implementation options including on premise, hybrid and cloud applications. Inspire makes it easy to leverage existing templates, archived content, and data from your core systems to create highly personalized, timely and accurate communications across all channels.

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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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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
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.

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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.

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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