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2018 Gartner Report: Critical Capabilities for Contact Center Infrastructure, Worldwide

Published By: Genesys     Published Date: Jul 13, 2018
With artificial intelligence (AI) gaining ground, the right contact center infrastructure (CCI) can be the critical business differentiator for long-term flexibility and scalability. Gartner Research looked at three use cases to evaluate CCI vendors, and Genesys received the highest use case scores (4.16 out of 5) for Customer Engagement Center in Gartner Critical Capabilities.
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gartner, contact center, artificial intelligence, infrastructure, crm system
    
Genesys

How to Navigate CRM and CCI Procurement on the Route to Omnichannel Success

Published By: Genesys     Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market. The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses: - Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) - Strengths and challenges associated with each strategy - Key considerations for omnichannel success
Tags : 
genesys, contact center infrastructure, cci, omnichannel success, cci vendors
    
Genesys

Surviving a Software Audit: A How To Guide

Published By: CDW     Published Date: Feb 24, 2015
Software piracy, whether accidental or malicious, is a problem for software vendors as these activities can directly affect the bottom line. Organizations that use software are affected as well. Along with rising software prices, they can face stiff fines and other costs for noncompliance with software licenses. This can come as a result of an audit that software vendors are more inclined to initiate in a lackluster economy. This white paper will discuss actions to take before, during and after an audit. As well as outline the best ways for the enterprise to remain compliant with software licenses.
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software piracy, software vendors, audit, software licenses, software compliance, piracy misconceptions, auditing, compliance, security policies, best practices, business management, business process management, business technology
    
CDW
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