Beyond Data and Graphs:
Putting Analytics to Work in the Contact Center
5/24/2018 1:46:38 AM
The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on the findings.
Read this Frost & Sullivan white paper to learn how a best-in-class analytics solution can transform oceans of interaction data into actionable insights to help you enhance the customer experience, boost agent performance, improve fraud detection and better manage risk and compliance.
Download the white paper to learn:
• Why 50% of organizations fail at turning customer data into actionable insights
• Key characteristics to look for in an analytics solution
• Top analytics use cases that deliver the most business value
Harnessing the power of speech analytics:
6 ways speech analytics improves contact center efficiency and performance
5/24/2018 1:43:36 AM
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.
Download “Harnessing the Power of Speech Analytics: 6 Ways Speech Analytics Improves Contact Center Efficiency and Performance” to see how you can:
• Improve key contact center metrics and operational efficiency
• Reduce churn and drive customer loyalty
• Better manage risk and compliance requirements
Speech analytics is your key to transforming customer data into better business outcomes. See how with this guide.
Voice Reimagined: How AI is delivering a modern voice experience—in the IVR and beyond
5/24/2018 1:20:07 AM
With the rise of speech interfaces on an ever-expanding array of mobile and IoT devices, consumers are used to getting what they need through simple voice commands. In a voice-everywhere world, the clock is ticking for contact center leaders to rethink the role of voice in their IVR and beyond.
Download our “Voice Reimagined” white paper for guidance on how to deliver consistent, conversational voice experiences across all your customer engagement channels—and drive satisfaction up and costs down.
• Why modernizing your voice engagement strategy is a critical business imperative
• How AI is powering conversational voice experiences that customers love—in the IVR and beyond
• Three key elements for a successful voice transformation at your organization
Flash Foward: Making Flash Storage a Reality for the Mid-Sized Business
4/11/2018 1:58:34 PM
IDC predicts that by 2020, there will be 44 trillion gigabytes of digital data in the world.
Organizations capture more of it every day, from a massive range of sources. Aside from structured corporate files, they ingest huge quantities of unstructured information. Everything from corporate websites and email platforms to customer surveys and employee opinion polls generates data.
Meanwhile, emerging technologies like machine-learning, artificial intelligence (AI) and the Internet of Things (IoT) have prompted a spike in the volume of data.
It all has potential value to the business.
Yet, keeping up with the expanding data universe isn’t a simple matter of finding more space. How organizations store and manage data is as important as the capacity for storage. Analyzing these data resources empowers the business to make better, data-driven decisions.
This new reality has led to widespread adoption of big data and predictive analytics. It has also meant a rapid growth in the number of business applications that rely on data-intensive workloads. In many environments, the performance of core IT applications is critical. To gain the most from data analytics, the business ...find out more!
Five Stages of IoT
3/22/2018 1:08:06 PM
IoT is a Progression. To reap the greatest return, it is important to look at IoT not just as a journey but a maturity progression as your organization’s needs change. Moving along the path to full IoT can be broken down into five stages. This whitepaper will discuss each stage and the increasing levels of benefits that come with each. Advancing through all five stages culminates in holistic, intelligent, automated IoT systems that deliver the broadest range of positive outcomes for multiple business goals.
Bridging the gap between IT and OT with IoT for Oil & Gas
3/22/2018 1:06:06 PM
Digital transformation is a major disruptive force facing oil & gas companies today. The rise of “smart” equipment and the Industrial Internet of Things (IIoT) has forced industrial organizations to rethink the way they look at physical assets and operations. But in trying to keep up with rapidly advancing technology, it’s easy to overlook the organizational evolution necessary to adapt successfully.
Now, as IIoT adoption mounts, pressure to demonstrate quick ROI is intensifying. Maximizing time to value requires strategy and coordination – which means operators must align the divided worlds of information technology (IT) and operational technology (OT). In this white paper you’ll discover:
• Factors involved in IT-OT integration
• Benefit potential of aligning the two for your business
• How you can optimize ROI with IT-OT convergence
4 Myths About Credential Phishing
3/9/2018 10:37:45 AM
When it comes to phishing, knowledge is power. We tend to underestimate the impact of phishing on the enterprise and assume our existing defense strategies are sufficient to combat these attacks.
To understand phishing means understanding one of the most common methods used by attackers to breach and maneuver within our networks, and to do that we need to dispel a few myths. Read this white paper to learn about phishing tactics and the key steps to building a complete security strategy that protects against credential phishing.
Solution Brief: Protect Against Data Breaches
2/26/2018 5:09:58 PM
Identity management is becoming increasingly important in this era where massive data breaches and credential harvesting are a regular occurrence. To make matters worse, mobility and cloud have increased the attack surface. Businesses that have unreasonable expectations from users on access hygiene, and rely on fragmented or manual error prone processes are at a great risk. Read more on Okta's modern approach to centralizing identity management, enabling strong authentication, reducing the attack surface and enabling rapid response.
Multi-factor Authentication Deployment Guide
2/21/2018 2:30:46 PM
As threats to password security have increased in recent years, multi-factor authentication (MFA) has rapidly gained adoption as a method for increasing the assurance of authentication for consumer and enterprise web and mobile applications.
In this guide, we review the results of a survey completed in partnership with IDG displaying your peers' focus on strong authentication, security, and IAM. We highlight how to select the most secure MFA solution and policies for your organization. Finally, we provide further practical advice for building multi-factor authentication for applications, based on our observations working with engineering and product teams.