Increasingly, clues to what is happening with critical enterprise business processes will be found in data supplied by underlying infrastructure; indeed, the network can tell a story of how quickly and reliably customers are being served, operations are being run, or fraud or security threats are being repelled.
Businesses must become agile and provide differentiated service as customer demands and
expectations change. Moving beyond simple phone transactions, customers are taking matters into
their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen
as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that
they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on
demand with the ability to scale up quickly. They offer the best technology innovation as well as the
ability to scale agents up and down as business needs change. This whitepaper provides background
on cloud contact cen
It’s not easy to revolutionize
longstanding technology norms. It
takes vision, knowhow, determination,
and most of all, industry acceptance.
This edition of Unleashing IT
showcases the groundswell of
momentum surrounding Cisco®
Application Centric Infrastructure
(Cisco ACI™), which fundamentally
transforms the way technology is
delivered in support of business
priorities. Hundreds of organizations
are already using the year-old
architecture, and we could not have
achieved such rapid and widespread
adoption without the enthusiasm and
support of Intel®, our networking and
application partners, and customers.
Technology’s role in business and society has
shifted away from largely driving efficiencies to
innovating and creating engaging experiences
that attract and retain customers. Innovations and
business outcomes are fueled by a perfect storm
of technology trends in cloud, analytics, machine
learning, IoT and the emerging API Economy. The
convergence of these technologies has created
new opportunities for enterprises to improve
business performance by acquiring customers
faster while creating brand loyalty. The role of
technology expands the interaction with customers
beyond the core of the enterprise – away from
100% dependencies on systems of records –
and towards real-time, contextual interactions.
Businesses are a digital business or they are
evolving to become one. This requires enterprises
to re-think how they build software architectures.
Digital transformation isn’t a technology or a product. Rather, it’s a philosophy for using digital assets to change the way an organization runs. It involves realigning technology and modifying business processes to better engage employees, customers and other constituents of the extended enterprise. Digital transformation significantly improves the performance and reach of an enterprise and has become a top priority for IT and business leaders across the globe
Learn how HP Recovery Center played a vital role in the business continuity of this Irish finance house, providing the flexibility and expertise needed to transfer trading and business operations within four hours. The HP continuity solution protected Goodbody’s corporate reputation while meeting regulatory requirements, and more importantly, resulted in no disruption or loss of business for their external customers.
View this customer success video to learn how D&S Manufacturing has utilized Epicor ERP throughout their business processes, including purchasing, operations, planning, engineering, and shipping/receiving. In the video below, D&S Manufacturing unveils how Epicor ERP has provided the foundation to integrate all aspects of the business and deliver continued commitment to their customers.
Published By: Polycom
Published Date: Aug 16, 2017
"40% of Skype for Business customers are now using the platform for voice communication, and many of these customers are now considering complementing the deployment with or shifting to Microsoft’s cloud suite, Office 365.
When migrating to Office 365 cloud voice, customers should evaluate whether their existing audio devices are compatible or whether new technology will be needed. If you’re thinking about making the switch to cloud voice, download the report for the 5 Key Considerations when Choosing Technology for Use with Office. 365.
Published By: Polycom
Published Date: Aug 16, 2017
"For decade, the predominant model for deploying voice technology was on premises. However, over the past five years, the opinion of cloud-based voice services, such as Office 365, has changed dramatically. Just five years ago, the majority of businesses either felt that cloud unified communication was not viable or were taking a wait and see approach.
Today the majority of respondents are planning a minor or major cloud UC purchase. For Microsoft customers, Skype for Business in Office 365 provides an excellent alternative to a traditional premises-based deployment.
Download the paper for Five Do’s and Don’ts When Moving from a Premises-Based PBX to Office 365.
There are few concerns more critical to the success of an enterprise than the performance of its applications. Business applications are the engines that keep the business moving, representing both the touch points for customers as well as the means of interaction among employees. If the performance of critical applications is restricted in any way, the business can suffer irreparable damages.
Published By: SmartFocus
Published Date: Mar 09, 2015
84% of customers said they would no longer buy from a business that didn't take into account their preferences and purchase history.
Therefore crowd recommendations and ‘best sellers’ just don’t cut it anymore.
Looking at the behavior of all customers to discover popular and trending products is not enough. You need to provide a unique storefront for every customer.
That’s why getting personalization right, is key to ensuring your customer has a seamless experience, increases purchase opportunities and ultimately ensures your business stands out from the crowd.
Published By: Clicktale
Published Date: Oct 27, 2015
Forms can make or break your business goals. How do yours stack up? In our newest e-book, How Forms Can Confuse, Confound and Chase Your Customers Away, we take a look at some common form pitfalls. Check it out!
Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact™ study to examine the potential return on investment (ROI) businesses can receive through the deployment of Office 365. To better understand the benefits, costs, and risks
associated with an Office 365 implementation, we interviewed four existing customers and surveyed 72 midsized organizations (with 150 to 2,000 users) about the use of Microsoft business products the SaaS platform, including Office Professional Plus, Exchange, Skype for Business (formerly Lync), SharePoint, Yammer, and OneDrive.
Our research found that a sample composite organization (which switched from an on-premises 2010 version solution to Office 365) had total present value benefits of $3.4 million versus total present value costs of $1.3 million, resulting in a net present value (NPV) of $2.1 million.
Published By: Recurly
Published Date: Mar 07, 2016
Subscription businesses have often been referred to as the holy grail of business because of the recurring revenue generated from customers. However managing day-to-day billing transactions can be daunting for business owners who typically resort to building their own billing solution. The better approach is to choose a recurring billing management service.
Here are 6 reasons why outsourcing your recurring billing management might be a better solution.
Published By: DocuSign
Published Date: Apr 24, 2018
"In April 2016, the Department of Labor (DOL) released its final rule regarding financial and fiduciary disclosures. Many firms are in the early stages of assessing the rule’s impact, sorting through legal interpretations, and preparing for regulatory compliance. To understand who’s affected, what’s changed, and the impact to your business, read the white paper to learn how DocuSign can help you digitize your document agreements and:
• Satisfy compliance requirements by enabling you to automate disclosures with a tamper-proof audit trail.
• Delight your customers by providing a greatly improved user experience compared to paper-based document transactions.
• Meet critical deadlines with rapid implementation using DocuSign’s SaaS-based solution."
Published By: DocuSign
Published Date: Jul 12, 2019
Salesforce continues to accelerate their business
with the help of a modern system of agreement from
DocuSign. The company is delivering the value of
their products to customers faster while freeing
up sales reps so they can focus on developing
relationships with their customers.
Artificial intelligence (AI) leads the charge in the current
wave of digital transformation underway at many global
companies. Organizations large and small are actively
expanding their AI footprints as executives try to comprehend
more fully what AI is and how they can use it to capitalize
on business opportunities by gaining insight to the data
they collect that enables them to engage with customers
and hone a competitive edge. But, while AI may indeed be
the frontier of enterprise technology, there remain many
misconceptions about it.
Part of the confusion stems from the fact that AI is an
umbrella term that covers a range of technologies —
including machine learning, computer vision, natural language
processing, deep learning, and more — that are in various
stages of development and deployment. The use of AI for
dynamic pricing and targeted marketing has been in use for
a while, but actual AI computing where machines think like
humans is still many years from becoming mainstream. T
"IBM invites you to join us for an expert presentation and discussion of the methods and tools available to help Lean Six Sigma teams drive increased levels of efficiency, effectiveness and quality. This webcast will focus on how Lean Six Sigma teams can use collaboration tools to:
Increase process efficiency and reduce waste
Improve process quality and reduce variance
Listen to the 'voice of the customer' to drive process improvement
IBM Blueworks Live is a process modeling tool used by Lean Six Sigma teams to improve business performance and deliver greater value to customers and stakeholders."
Learn about the importance of cognitive data to workflows and BPM, how cognitive business operations improve engagements with customers and partners, and how Watson APIs bring insight and learning to BPM
Published By: Symantec
Published Date: Apr 09, 2012
Symantec Extended Validation (EV) SSL Certificates can be a key factor in helping increase customer confidence during online business transactions. More confidence can mean more conversions for customers with EV SSL certificates.
Mobility is no longer an IT trend: It is the new reality for how technology is deployed for business benefit. Research and consulting firm Forrester refers to this tidal wave of change as the “mobile mind shift” and emphasizes that it is more important than ever for enterprises to get it right the first time. But getting it right means more than just launching a customer app, implementing enterprise mobile policies, improving mobile device security or creating campus-wide hot spots. It means developing and continuously delivering mobile applications that truly make a difference for employees, business partners and customers. Increasingly, that means adopting new ways of thinking about how best to develop and manage mobile applications.
What if your organization could take advantage of emerging business opportunities by deploying new applications dramatically faster than you ever could before? What if you could increase the value of your existing application investments by leveraging them in the cloud—and easily move your apps across off-premises and on-premises cloud options?
These capabilities are available today. With IBM® PureApplication® solutions, companies can build and use a cloud environment faster, easier and with less risk than traditional methods to better engage with their customers and partners in new ways. The result: increased competitiveness and improved profitability in a changing business landscape. This paper describes a simpler way forward to gain these advantages.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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