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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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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Recommended New Approach to Improve Digital Application Performance

Online applications and services, from ecommerce to government services, increasingly address a global audience. These services require a globally-distributed architecture that is optimized to deliver a high-quality user experience. Traffic optimization solutions based on managed DNS services are a critical component of such distributed architecture. They offer an efficient method for optimizing globally-distributed architectures for both end-user performance and cost.

When these optimization services are able to make traffic management decisions based on real-time performance analytics, they become immensely more valuable and effective. They allow application owners to build traffic optimization policies that are based on real-time network conditions, rather than purely static conditions like geography. Combining real-time performance data with cost metrics enables application services to be optimized for performance and cost.

This white paper examines why operators of online services should leverage managed traffic optimization services that use a combination of real-time data feeds, including real user measurements (RUM), active and passive monitoring, and location-based information. It briefly reviews NS1’s Pulsar RUM analytics and Managed DNS traffic management platform.

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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.

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

    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

    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

    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

    Get Whitepaper

    Customer Data Platforms: How They Work, What They Solve & Why Everyone Needs To Use One

    Today’s customers have been trained by Amazon, Netflix, Spotify and many others to expect personalized experiences and have little tolerance for firms that do it poorly. Quality data is needed to fuel the technologies that power personalization, but assembling that quality data can be hard.

    Enter the Customer Data Platform (CDP). As defined by the Customer Data Platform Institute, a CDP is a marketer-managed system that builds a unified and persistent customer database that is accessible to other systems. While they are promising to be faster, easier, cheaper and more flexible than previous solutions – even the most savviest of martech professionals aren’t fully understanding their benefits, capabilities and integration abilities.

    View this report today to learn the:

    • 3 main functions of a CDP
    • 8 advantages of using a CDP to assemble customer data
    • 8 common questions about CDPs and their answers
    • Key ways to select and budget for a CDP and more!

    Download a copy of the CDP Institute’s report, “Customer Data Platforms: How They Work, What They Solve & Why Everyone Needs to Use One” today.

    Get Whitepaper

    GDPR Impact Series 2018

    2018 sees the long-awaited General Data Protection Regulation (GDPR) enter into enforcement starting May 25th. It is a once-in-a-lifetime change to the legal basis on which individuals share their data with organizations.

    Research company DataIQ recently examined how consumers expect their data to be used and whether they intend to exercise their new rights, as well as into what organizations intend to do to bring their data-driven practices into line with the Regulations. Download the report now to:

    • Understand the consumer perspective on data collection, consent, context, and control
    • Learn key strategies for the business/marketer’s processes, top opportunities, and challenges in adjusting to the new Regulation
    • Identify any mis-alignments between the two sides’ views of the data exchange and their root causes

    Whether you view data as the new oil or as the beginning of the fourth industrial revolution, its relevance in today’s world is hard to deny. By laying the groundwork now, businesses will be able to embrace the opportunities presented by GDPR, and this research takes us one step closer to a more comprehensive understanding of how to truly put the customer and their expectations at the center of everything a brand does.

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    Why the Universal Data Hub?

    Today’s business leaders are faced with an increasingly fractured vendor landscape leading to operational inefficiency, siloed teams, loss of consumer trust and legal risk and, worst of all, a disjointed customer experience. In a market where companies largely differentiate and scale on customer experience, this makes data strategy a vital component of organizational health.

    Download our Universal Data Hub white paper to learn:

    • The 4 Core Problems Created by the MarTech Explosion – The gaps between marketing technologies and the data they leverage, left unaddressed, spread throughout an organization
    • What is a Universal Data Hub? And What are Its Key Tenets? – What it is and what should you look for when considering a centralized platform for your digital marketing stack
    • Functionality Checklist for a Universal Approach to Data – The key functionalities you need to consider and evaluate when implementing a universal data strategy

    The data foundation you establish will not only allow for more effective and lucrative marketing now, but is a critical step to delivering on the value of all data sources in the future that are exploding with the advent of mobile, IoT, artificial intelligence and machine learning.

    Companies that take a universal approach to data will immediately fill organizational and customer experience gaps, while laying the data infrastructure critical to competing in the future. Download our white paper today to get started.

    Get Whitepaper

    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

    Get Whitepaper

    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.

    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