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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Office 365 Sales Guide

Put yourself in the client's shoes. Why would he buy an Office 365 plan from you if he can just as easily buy it from someone else, or directly from Microsoft? If you want to make more money selling Office 365, you have to add real value to your portfolio. This guide will help you identify Office 365 selling opportunities, position the right product benefits to overcome the client’s top pain points and address security and compliance concerns with Office 365.

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Microsoft 365: The Ultimate Reseller’s Guide to Features & Benefits

You must have heard about it by now. But what exactly is Microsoft 365 Business? It's the latest unified solution launched by Microsoft. It includes the best features from some of their most popular products, and promises its users total control of their environment. With this free guide you'll soon have a clearer understanding of why Microsoft 365 is a great addition to your portfolio, in terms of profit and future growth.

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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
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The 2018 State of Database DevOps – Survey on DevOps Adoption Rates

This report contains the results of Redgate’s latest annual survey SQL Server database professionals, across a range of industries and company sizes.

Over 700 organizations were asked whether they had adopted, or were planning to adopt, DevOps practices and how many of them had applied the same principles to their databases. The report looks at how things have developed over the last 12 months, and what key challenges and requirements are driving DevOps adoption in 2018.

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5-Minute Guide to Natural Language Processing

An Intelligent Search Interface Understands the User

When you search on Google, or with Siri, or Alexa, you can be sure that the system knows that when you say “NJ” you mean “New Jersey.” But when you search for something in the enterprise -- on SharePoint, or in Salesforce, or even across multiple systems, if you can do that - does the system recognize the intent of your search?

Is your enterprise search system smart enough to make a connection between “NJ” and “New Jersey”?

Natural Language Processing (NLP) is about understanding the meaning behind the text, interpreting the user’s request, and matching the answer to the intent.

Download the Five-Minute Guide to Natural Language Processing to learn how text analytics and NLP help cognitive search systems deliver intelligent answers that drive user adoption and improve productivity.

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The Cognitive Step – How Search Will Improve

According to a 2016 survey conducted by Findwise, fully 45% plan to replace existing search technology before 2019 and over half have search-communities that self-identify as dis-satisfied. Are your information consumers losing confidence and talking about change?

To operate successfully in a world where decisions are increasingly data-driven, you need to engage and reward consumers with new ways to find and discover. Fortunately, there is a path that helps a decision maker act with increasing certainty - with demonstrated time-to-value.

Download Attivio’s The Cognitive Step - How Search Will Improve for a comprehensive review of how search is evolving to be more cognitive. Focusing upon the central forces that will make search experiences better, this white paper explains why capabilities such as machine learning, natural language processing, and text analytics will make your organization more efficient and effective with information.

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5-Minute Guide to Cognitive Search for Risk Avoidance

How to create a holistic view of risk in your organization

If you had comprehensive, scalable, automated monitoring of communications across every channel, would you be more confident in your risk mitigation efforts? Whether the initiative is Anti-Money Laundering, Know Your Customer, or Communication Monitoring, you need a holistic view of risk in your organization. Cognitive search combines AI technologies such as natural language processing, text analytics, and machine learning to create a comprehensive view of your customers, communications, and risks, all with best-in-class security.

Download the 5-Minute Guide to Cognitive Search for Risk Avoidance to learn how AI-powered solutions give you the power to protect your brand.

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5-Minute Guide to Search-Based Applications for Financial Services

How enterprise search can give your financial services firm a competitive edge

Download our Search Based Applications for Financial Services 5-Minute Guide to learn how enterprise search can give your financial services firm a competitive edge in these three vital ways:

  • CUSTOMER RETENTION AND UPSELL - Provide a 360 degree view of the customer that unifies all sources of information.
  • eCOMMUNICATIONS SURVEILLANCE - Enable holistic monitoring that reduces risk and protects brand value.
  • SALES AND TRADING ACCELERATION - Delivers a superior information discovery solution with exceptional time-to-value.

Get your copy of Attivio's Five-Minute Guide to Search-Based Applications for Financial Services now.

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5-Minute Guide to Cognitive Search for the Life Sciences

Accelerate research and create opportunities with AI technologies

There are many unique and exciting opportunities to leverage cognitive search for innovation in life sciences. By harnessing massive amounts of disparate information – from any type of source, public or internal – companies in the life sciences can:

  • Accelerate scientific research for drug discovery
  • Surface innovative new uses for off-label drugs
  • Empower sales teams with a complete view of customer interactions.

By combining AI technologies such as natural language processing, text analytics, and machine learning, cognitive search delivers the answers and insights that help drive innovation for research-focused organizations.

Download the 5-Minute Guide to Cognitive Search for the Life Sciences to learn how AI-powered search accelerates research, increases therapeutic innovation, and uncovers hidden opportunities for pharma and biotech organizations.

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5-Minute Guide to Machine Learning

All search at some point can be reduced to math. But understanding relevance based on context and intent is a math problem of a much higher order than simply returning all the documents that contain a keyword or phrase. Whether we look at Google's page-ranking system, or customized product recommendations from Amazon, machine learning is widespread.

Download our whitepaper to learn about the benefits of machine learning, and how Attivio can help guide its effective implementation.

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Increasing Your Marketing Funnel

The Slashdot Media Passport System is an organic vertically integrated big data analytics platform that utilizes extensive feedback loops, machine learning, artificial intelligence and human curation to identify potential leads from our database of over 100 million B2B contacts. Passport uses inputs provided by you during our campaign pre-launch meeting to build sophisticated profile models of your perfect customer and find the best matches in our contact data to that profile, while factoring in other important information such as intent and reachability. We utilize available data whenever possible to maximize our profiling work on your campaign and may as needed ask potential contacts supplemental data gathering questions to complete profiling as needed. We reserve the flexibility to answer any profiling questions that you have defined in your request for proposal by utilizing previously gathered data in our database or by asking the lead contact supplemental questions directly.
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Delivering the Ultimate Omnichannel Retail Experience

Omnichannel isn’t about making a quicker, cheaper sale with fewer human touchpoints: it’s about creating a system which lets you to nurture your customers at every step of their buyer’s journey.

This Whitepaper from Magento and Premier Technology Partner dotmailer describes how well connected ecommerce and marketing teams and systems are crucial for a true omnichannel approach. Download the paper to discover:

  • Why automated marketing messages, sent in real time, are the most effective way to communicate throughout the purchase journey
  • Web and email personalization tips for omnichannel merchants
  • Why an email address is your unique identifier
  • Three tried and tested marketing methods to drive customers to your site and stores
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