Demystify Your Cloud Journey
6/19/2019 4:57:07 PM
The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making them more digital and agile. Replacing your IT infrastructure with a cloud first approach, or even integrating both approaches, can be a daunting task.This white paper discusses the key factors to consider when migrating to the cloud.
Employee Experience and Customer Experience: Two Halves of the Whole Equation
6/19/2019 1:58:41 PM
This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.
Executives should read this report to understand the challenges that organizations face if they take a
siloed approach, as well as the benefits of creating a more seamless experience for people both inside
and outside of their organization. We also provide recommendations on how to get started.
HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders
6/19/2019 1:48:44 PM
Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on their terms if they expect to build strong brand loyalty. Because if brands aren’t using those tools, customers simply move on to those that are.
That’s why it’s so critical for brands to build new digital avenues to communicate with their customers. Companies that deliver rich, personalized, and consistent customer experiences across all channels, particularly digital ones, have the inside track to grow market share and revenue.
The challenge of building a superior customer care strategy begins by empowering agents with the tools and solutions required to solve customer issues quickly and effectively. To do so, they need technology that builds complete customer profiles and gives agents immediate access to the company experts who can solve problems quickly. The goal of any successful organization today is to go beyond voice and chat technology to deliver an “omni-digital” customer engagement strategy that helps them reach customers on all the digital communications channels they love today, as well as those they’ll use in the future.
The following guide will help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.
What Small Businesses Really Want from their Unified Communications System
5/6/2019 12:02:15 PM
Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.
Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller businesses. Through the process of educating and supporting businesses as they navigate the purchase or replacement of their business phone system, Sangoma learns a lot about each individual business.
The small business customers that Sangoma works with generally fall into four broad categories, each choosing UC to satisfy one primary and overwhelming business need.
Businesses in each of the four categories has the potential to reap unique benefits from adopting UC to replace their business phone system and consolidate their business technology.
In this short guide, you will learn:
* What a Unified Communications (UC) system is and what it entails.
* The four broad categories small-to-medium businesses fall into when shopping for a new phone system.
* How UC uniquely satisfies the needs and exceeds the expectations of businesses in each of these four categories.
NICE WFM 7.0: Understanding the Business Value and ROI
4/15/2019 3:07:18 PM
More than one-third of contact centers struggle with unpredictable customer traffic, resulting in overstaffing or understaffing.
Overstaffing is the simplest way to waste money, and understaffing leads directly to unhappy customers. To avoid either extreme, you need the right employees in the right place at the right time.
To tackle the issue of unpredictable customer traffic, forecasting tools must be able to handle incredibly complex demands and weigh and incorporate a range of source, input, historic and real-time data.
Download this whitepaper and discover why forecasting is the foundation of efficiency.
Forecasting with Artificial Intelligence
4/15/2019 3:04:31 PM
We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.
These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments that are enabling increasingly accurate projections.
The most robust contact centre forecasting tools have far-reaching impact. Advanced statistical methods can help users realise consistent customer service, improve retention and lower costs across the board through market-leading capabilities. Although the concept is simple, the execution is anything but.
Download this whitepaper to uncover the full discussion surrounding the new Forecasting with Artificial Intelligence solution within WFM 7.
Artificial Intelligence in Workforce Management Systems
4/15/2019 3:02:21 PM
Determining optimal schedules and efficiency gains when using multi-skilled employees is highly dependent on a significant challenge in today’s omnichannel work centres: the ability to accurately estimate when and to what extent an employee needs to be shared across multiple work streams.
Accurate schedule generation is a challenge given today’s creative scheduling concepts, and it’s further complicated by the need to accurately split an employee’s productive time across two or more work queues.
Without a reliable understanding of the time an employee will contribute to each work area, the use of multi-skilled employees can lead to poor decisions… and poor customer service.
Download this whitepaper and discover how an AI and ML driven solution can reduce pain points associated with WFM.
Cyber AI & Darktrace Cloud
3/14/2019 3:29:44 PM
The rapid adoption of cloud and SaaS services has transformed the digital business and fundamentally reshaped the challenge of defending the enterprise against advanced attacks.
If your organization has adopted cloud technology, how can you mitigate risks within the cloud and what are the threat vectors?
• Insider Threat
• Compromised Credentials
• Unsecured APIs
Find out how cyber AI identified and neutralized novel threats arising in a porous and ever-changing digital estate in the Cyber AI Darktrace Cloud White Paper.
AWS Cloud Adoption, Visibility & Management
2/4/2019 11:37:46 AM
Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.
Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common).
• Biggest cloud challenge: Cost management.
• Users have at least 2 tools to try to gain cloud visibility.
• A big gap exists in using AWS VPC Flow Logs for cloud visibility.
451 Research: 2019 Trends in Cloud Transformation
1/18/2019 3:04:30 PM
In a new report, 451 Research analysts dig into seven trends happening amidst the move to the cloud, as well as the recommendations and clear winners and losers for each of the trends. Sponsored by Kentik, this is a must read for cloud users and service providers.