Resource Center

Are VoIP and AI 2018's New Tech Power Couple?

Published March 26, 2018
Whether you like it or not, AI is going to be hugely disruptive across many facets of business over the next decade. According to Constellation Research, the Artificial Intelligence (AI) market will surpass $100 billion by 2025! But the changes aren’t just in the future - AI is going to start shaking things up in 2018 as well.

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

Sponsored by: Genesys

Published March 22, 2018
When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center.

Harnessing the Power of Speech Analytics

Sponsored by: Nuance

Published March 19, 2018
The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all. Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success.

Budgeting for BI in 2018

Published March 12, 2018
Is your business ready for Business Intelligence (BI) software? As BI software continues to improve, more businesses are moving to adopt BI sooner rather than later. Before you make that commitment though, it pays to figure out exactly how much money it will cost you to implement.

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

Sponsored by: Genesys

Published March 08, 2018
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises.

Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow

Sponsored by: Genesys

Published March 06, 2018
Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow.

Forrester Report: Artificial Intelligence with the Human Touch

Sponsored by: Genesys

Published March 06, 2018
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.

eBook: Not All Cloud Contact Center Platforms Are Created Equal

Sponsored by: Genesys

Published March 06, 2018
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.

eBook: Contact Center Economics and the Cloud

Sponsored by: Genesys

Published March 06, 2018
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.

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

Sponsored by: Genesys

Published March 02, 2018
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.

eBook: Blended AI for Customer Experience

Sponsored by: Genesys

Published March 02, 2018
The explosive growth of data, channels and automation change how customers engage with businesses. 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.

eBook: Your Definitive IVR Playbook

Sponsored by: Genesys

Published March 02, 2018
What is IVR? IVR is the commonly used acronym for Interactive Voice Response systems. It is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs. Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice response systems for your customers that places the emphasis on:

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

Sponsored by: Genesys

Published March 02, 2018
When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center.

The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter

Sponsored by: Genesys

Published March 02, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.

eBook: The Truth About Cloud in Small Contact Centers

Sponsored by: Genesys

Published March 02, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers.

ERP Showdown

Published February 27, 2018
Moving to the cloud is a big trend with almost all business tools, and ERP is certainly no exception. But that doesn’t mean cloud-based ERP is right for every business. On-site solutions still hold distinct advantages, and understanding the pros and cons of each options is critical to seeing maximum ROI.

Behind the Innovations in SAP S4HANA Finance Cloud

Sponsored by: SAP

Published February 22, 2018
Nine benefits of the cloud continue to outweigh the risks, including potential vendor lock-in. Those who make the shift to the cloud boost innovation in reducing the cost of ownership, cost of maintenance and complexity as well as in gaining mobile access, increased value, integration, and self-service business intelligence.

i-ERP (Intelligent ERP)

Sponsored by: SAP

Published February 22, 2018
Digital technologies are impacting all aspects of business and society, changing our workplace, culture, and way of life significantly. This study provides a framework based on three dimensions for understanding this movement to i- ERP and for assessing the progress of vendors to realize the promise of i-ERP and intelligent systems.

How Finance Leadership Pays Off

Sponsored by: SAP

Published February 22, 2018
CFOs today face an ever-lengthening to-do list. The demands of the global and digital economy have multiplied the finance team’s responsibilities to areas far beyond its traditional scope. Executives must balance their traditional finance activities, such as optimizing working capital and risk management, with the strategic mandate to accelerate innovation and evolve the business model.

Managing the Transition to SAP HANA

Sponsored by: SAP

Published February 22, 2018
The pace of business change in the digital era requires faster access to information to drive proactive responses. SAP HANA, powered by in-memory technology, enables real-time access to the freshest information, in support of digital transformation.