Forrester Report: Artificial Intelligence with the Human Touch

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.

View Now

Cloud ERP : A Critical Investment for Consulting Firms

In response to client demands, consultancy firms are expected to deliver more, faster, better and cheaper. Having the right technology in place is crucial and Enterprise Resource Planning (ERP) solutions are providing the framework that enables consulting firms to remain competitive in a changing market.

This report, authored by IT Europa and Deltek, gives insight into why Cloud ERP is a crucial investment for consulting firms, enabling them to keep up with market changes, meet client demands and achieve greater profitability. Cloud ERP is not just a deployed IT infrastructure but an integral part of a business strategy, in fact Gartner research has stated that by 2020 ‘cloud shift’ will affect more than $1 Trillion in IT spending.

Read this report to learn:

  • Why consulting firms must move to industry specific cloud ERP if they are to keep up with industry and client expectations
  • The short and long term benefits of implementing cloud ERP and how it can contribute to project success
  • What makes Deltek’s cloud ERP the perfect solution for professional service firms.
    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.

    View Now