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  • Frost & Sullivan-Genesys Wins the 2014 North American Award for Cloud Customer Contact Solutions
    Source: Genesys
    White Paper: Genesys has been able to apply the best of all strategic approaches in going to the cloud. It has acquired assets to bypass the long R&D process required to build from scratch, yet skillfully planned a phased integration to provide customers with functionality they need quickly. It also has followed an aggressive development plan to deliver multiple releases per quarter to continue to enrich its cloud offerings for customers. For these reasons, Frost & Sullivan is pleased to present Genesys with the 2014 Cloud Contact Center Solutions Company of the Year Award.

    For the Company of the Year Award, the following criteria were used to benchmark performance against key competitors:
    * Growth Strategy Excellence
    * Growth Implementation Excellence
    * Degree of Innovation with Products and Technologies
    * Leadership in Customer Value
    * Leadership in Market Penetration

    Read the full Best Practices Research report for details.
  • Contact Center Choices-Cloud, On-premises Or Hybrid?
    Source: Genesys
    White Paper: Forrester Research notes that 60% of customer experience professionals surveyed are committed to differentiating or distinguishing their organizations from competitors on the basis of customer experience.

    Organizations looking to differentiate and modernize their contact centers have three major architectural options to consider: on-premises, cloud, or a hybrid solution. While each option has its advantages and challenges, organizations have unique needs and characteristics that make one of those options more viable and advantageous in their efforts to improve the customer experience. We will take you through the top five considerations and leave you with a consideration checklist so you can choose the right deployment model for your contact center.
  • 10 Considerations in Moving to a Cloud-Based Contact Center
    Source: Genesys
    White Paper: As more contact centers embrace the cloud deployment model, there is a plethora of service and solution choices, functionality and capability to sift through to determine the best fit.

    This ebook offers ten key considerations for moving to a cloud-based contact center, including: cultural fit, accessibility to reference customers, technology, partners, integration and customization, business continuity and security, responsiveness and innovation.

    Evaluating these considerations in detail and getting answers to critical questions up front will enable you to select the right provider, provide the best match to your organization's business goals and requirements, and migrate a large contact center to the Cloud with confidence.
  • A Cloud-Based Approach to Contact Center Modernization
    Source: Genesys
    White Paper: Cloud solutions deliver state-of-the-art capabilities without the need for up-front capital investment; can be deployed quickly and easily to everyone who needs them, including remote agents and internal employees; and are maintained, managed and supported by the provider, freeing up IT and line-of-business staff to focus on their core competencies. When integrated with legacy systems, cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience.

    This whitepaper outlines the benefits associated with moving to a cloud-based contact center model, including cost savings, streamlined management, agility, growth, time-to-market, and competitive advantage.
  • Multi-Channel Customer Experience the Next Battleground
    Source: Genesys
    White Paper: A multi-channel contact center is a must for organizations of all sizes. Best-in-class customer service organizations continue to raise the bar in delivering seamless multi-channel customer experiences. A multi-channel contact center delivers a truly consistent customer experience, so that regardless of how the client "calls in" - by phone, text, Web, chat or social media, and on any device - he receives the same level of high quality support and service.

    This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
  • Business Continuity - Protect Your Customer Experience
    Source: Genesys
    White Paper: Business continuity will continue to be a hot topic as long as man-made and natural disasters impact businesses around the globe. Your business can take advantage of the resilience and high availability that cloud service providers must provide as part of their own infrastructure simply to be able to deliver software as a service. Cloud-based contact center technology provides easy access, proven security, compliance and scalability. Constantly monitored by seasoned IT professionals, interactions are managed in the cloud every day - not just as an option for disaster situations.

    This white paper will address some of the key issues associated with business continuity, such as its importance to the contact center, the financial impacts of an outage to contact center operations, determining the extent of business continuity requirements and how the cloud can help address these business continuity challenges.
  • Differentiate Your Customer Experience in the Cloud
    Source: Genesys
    White Paper: Only 39% of companies deliver a good customer experience.

    Delivering optimal customer experience has quantifiable business value. But delivering experiences in line with customer expectations is not easy. Companies struggle with an inflexible technology infrastructure that does not let them quickly adjust to business demand and deliver experiences in line with customer demand. It takes a coordinated effort across the dimensions of strategy, process, and technology. Companies must start by articulating their customer experience strategy and ensure that their contact center strategy is well aligned with their customer experience strategy.

    This report from Forrester Research reveals the strategies you need to improve your customer experience, including how moving to the cloud can not only improve your cost efficiencies, but also help you achieve your customer engagement goals.
  • Genesys Named Leader in 2014 Gartner Magic Quadrant CCI
    Source: Genesys
    White Paper: Gartner recently released the Magic Quadrant for Contact Center Infrastructure 2014, an annual report analyzing the contact center infrastructure vendors. Gartner positions vendors based on Completeness of Vision and Ability to Execute.

    Read the Gartner Magic Quadrant report now. Use it to choose the right vendor for your unique contact center requirements.
  • Frost & Sullivan-The Last Great Shift to the Cloud with APOs
    Source: Genesys
    White Paper: Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. Agent performance optimization (APO) - comprising analytics, quality monitoring (QM), and workforce management (WFM - is no longer an exception). New research from Frost & Sullivan reveals a trend toward cloud-based APO applications.

    This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.
  • 2013 Cyber Risk Report
    Source: HP
    White Paper: The "Cyber risk report 2013 Executive summary" presents the major findings of HP Security Research's comprehensive dive into today's cyber vulnerability and threat landscape. It provides information you need to effectively plan your cyber security strategy and deploy your defenses.
  • Seven Steps to Software Security
    Source: HP
    White Paper: After a decade of news detailing countless successful cyber‑attacks, it's hard to imagine a corporation not understanding they need a software security solution. Unlike implementing software quality assurance, the processes that go into making applications more secure are still relatively immature. As well, ownership for the security of software in an organization is not always consistent or clear. This paper provides seven practical steps organizations can begin today to secure their applications and prevent the damages cyber‑attacks can bring.
  • SANS - Survey on Application Security Programs
    Source: HP
    White Paper: How do your peers secure their mobile apps? The SANS Institute surveyed 488 respondents on the state of their application security programs and practices. Download this report to see how mature and effective these programs are as well as what tools they use and how they justify budget.
  • Know the Big Three
    Source: HP
    White Paper: How do you protect your mobile applications? Check out this whitepaper on three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
  • SANS - Securing Web Applications Made Simple and Scalable
    Source: HP
    White Paper: The weakest point in modern networking infrastructures is often not the low-level hardware and software running on the servers, but the web applications that are developed and hosted upon them. According to the SANS survey on application security, poor understanding of web security needs on the part of developers also limit the effectiveness of application security programs.
  • The Server Solution That Delivers More
    Source: PC Connection
    White Paper: Simplify your server infrastructure with Cisco Unified Computing System (UCS) with Intel® Xeon® processors. Get ready to ease provisioning, manage sprawl, and decrease costs.

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