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PRACTICAL GUIDE TO VOICE IN THE MODERN CONTACT CENTRE The role of voice has evolved. Your strategy for it should, too. As customers embrace digital channels, voice might seem hopelessly old fashioned. It’s easy to overlook in your planning, but that’s a mistake you can’t afford to make. Voice still matters, and it should still…

DIGITAL ENGAGEMENT BEST PRACTICES Supercharge your customer and employee experiences Businesses worldwide have seen a massive acceleration in demand for digital products and services. And 80% of customers now consider their experience with a company to be as important as its product. That means companies must engage smarter — combining the best of AI and…

RECESSION-PROOF YOUR CX Explore four proven strategies to thrive through volatility In volatile times, the reflex response is to cut costs and do more with less. But cut too much — or the wrong things — and your customer experience (CX) suffers. But customers are rethinking their budgets, too. And they’re growing choosier about where…

IDC MarketScape: Worldwide SIEM 2022 Vendor Assessment Security information and event management (SIEM) is the central technology in many security operations centers (SOCs) as the collection point of telemetry data from the many other security tools in use such as firewalls, endpoint systems, cloud security systems, network detection systems, email security systems, and identity systems.…

3 Essential Strategies for Multicloud Success Leverage data to overcome multi-cloud and hybrid-cloud complexity Organizations are accelerating their cloud journeys to achieve greater levels of agility, resilience, and innovation. They’re adopting multi-cloud and hybrid cloud environments to optimize cost and take advantage of best-of-breed services. However, multiple public and private clouds — each with dozens…

5 Big Myths of AI and Machine Learning Debunked Demystify the role and potential of artificial intelligence (AI) and machine learning (ML) in powering positive outcomes for the enterprise. AI and ML have made a massive resurgence in the past 10 years to become more widespread, powerful, and easier to use than ever before, and…

Gartner® Market Guide for SOAR Gartner® Market Guide for Security, Orchestration, Automation, and Response Solutions “As a pure-play technology, SOAR continues to mature but remains a relatively niche market. It is being consumed into other markets such as SIEM, XDR, and MDR.” Security and risk management leaders should evaluate how SOAR can support and optimize…

Transforming for the Future How industry leaders harness the power of cloud As digital transformation becomes increasingly essential, organizations across industries and regions are shifting to a cloud- first strategy to enable new business operating models, become more agile and fuel success today and tomorrow. Whether it’s McLaren reimagining Formula 1 racing or Domino’s reshaping…

The Essential Guide to Zero Trust Now more than ever, organizations are turning to a zero trust strategy to secure their data and systems. Regardless of size or sector, zero trust is essential to any business in the wake of COVID-19. And high-profile breaches, cloud migration, and an ever-expanding attack surface mean that a shift…

Beginner’s Guide to Observability Gaining insights from your data requires more than collecting and analyzing metrics and logs. With the acceleration of citizen and mission demands, site reliability engineers and IT Ops analysts now require operational visibility into their entire architecture, something that traditional APM tools, dev logging tools, and SRE tools aren’t equipped to…