Read this IBM whitepaper to understand how mid-sized business can benefit from virtualization with new technologies and improved affordability. The paper shows how IBM can help you reduce costs, improve services and simplify management. It also includes specific examples of IBM solutions and the cost savings you can expect.
Taking a more comprehensive, unified approach to managing data—recovering any data from a single console—can not only reduce your capital and operating costs, but can also provide enhanced application availability for improved IT service levels.
"Analysts predict that soon, half of all new IT service desk tools will be adopted as cloud-based services. While shifting to an on-demand model can be a complex decision that requires organizations to carefully assess the potential impact on business operations, a growing number of companies are clearly finding the move worthwhile.
This paper explores the reasons for the rapid growth of cloud-based IT service management (ITSM) solutions and the benefits they offer for enterprises. Topics include:
• The cost savings companies can achieve by deploying ITSM solutions via the cloud, which allows better management and optimization of consumption and costs.
• Improved alignment between IT and business, as self-service, a service catalog, collaboration, and mobility help IT expose and provide its services more effectively.
• The ability to integrate cloud and on-premise solutions to leverage existing systems while leveraging new innovations via the cloud.
• The advantages of cloud-base
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
Published By: Polycom
Published Date: May 22, 2017
Microsoft and Polycom are long-term partners, helping businesses improve productivity, efficiency, and collaboration. With the introduction of three exciting new services for Office 365, this partnership will take business communications even further.
Published By: Red Hat
Published Date: May 05, 2015
IT organizations are under intense pressure to improve service levels and contain expenses in today’s challenging economic climate. Forward-looking organizations are upgrading IT infrastructure and implementing virtualization and cloud computing solutions to improve business agility and drive down costs. Many enterprises are adopting a dual platform approach, retaining Microsoft Windows for office productivity and collaboration applications, and deploying Red Hat® Enterprise Linux® for infrastructure and datacenter modernization initiatives. By adopting standards-based Red Hat Enterprise Linux, businesses can enjoy high performance, reliability, and security, with a lower overall TCO.
Enhance the Availability & Performance of SAP HANA Apps
Abstract: SAP HANA delivers powerful analytics capabilities that can help you improve business performance and drive digital transformation. You can more easily build reliable and performant SAP HANA-powered landscapes with SUSE Linux Enterprise Server for SAP Applications and Amazon Web Services (AWS). That’s because SUSE can help you achieve near zero downtime and sustain high-performance levels, while AWS delivers a broad and deep set of cloud services that are certified to fulfill the compute, memory, and storage requirements of SAP HANA.
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
Founded in 2011 by entrepreneurs Allen Reagan and Walt Powell, Flix Brewhouse is the world’s only first-run movie theatre and fully functioning microbrewery. The operation faced some challenges as the business grew including a lack of a structured training program and disengaged training sessions. With the help of Clarifi Talent Development, Flix Brewhouse was able to achieve: - A fully functioning training program - 71 custom training courses with increased sales and improved service times - 660 active users in their online training academy - Maintain high-quality service for their customers Learn how they do it!
Founded in 1898, the department store chain The Bon-Ton Stores has a long history of innovation. One of the largest regional department store operators in the United States, the retailer is constantly implementing new strategies and technologies to improve customer service in all of its sales channels – beginning with enhancing the customer’s experience on the sales floor.
Published By: Red Hat
Published Date: Mar 26, 2019
The rise of digital platforms and their rapid adoption by customers has created significant opportunities for financial service organizations. Industry leaders are capturing additional revenue streams
and creating new value chains by investing in this distribution channel. Regulators are also encouraging participation in open banking through either guidance or mandate, aiming to improve competition in the financial services marketplace. Lastly, the pace of technical innovation is reducing
the barrier to market entry, driving interest in open banking by incumbents and challengers alike.
However, the full value of open banking might be not always be so clear. Below are five benefits for
organizations that embrace open banking.
Organizations in every industry rely on applications to drive customer engagement, employee productivity and revenue. Deployed between users and the applications are a wide variety of “application services” designed to enhance security, improve performance and ensure reliability. F5 set out to evaluate the state of these services by asking IT professionals about their current and planned use of application services. Read the report to learn which strategic initiatives are driving application deployments including the most important trend for the next 2-5 years.
Published By: Genesys
Published Date: Dec 20, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.
Download the eBook and learn how Kate and Blended AI lets you:
• Personalize self-service
• Connect customer conversations
• Create smart agent experiences
Start small and deploy fast with MicroApps
Published By: Genesys
Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes.
Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include:
• Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI
• 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance
• In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year
The traditional workforce model of permanent employees located in a single or small number of offices has undergone a significant transformation in recent years, accelerated by the effects of the current economic landscape. Drivers of this trend include initiatives to drive growth and expand into other markets, improve customer service, speed to market, improve decision-making processes, and increase both worker and overall organisational productivity.
A true 360 degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established customers. This report will explore how Best-in-Class companies take a holistic approach to providing a complete, accurate and integrated view of customers to improve satisfaction and retention without losing sight of customer profitability. As a result of these strategies, companies with more accurate and timely information about their prospect or customer can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client.
Small and medium enterprises are increasingly upgrading to a UC system, which can improve customer service, streamline product development and speed response to new opportunities. Learn the key steps of UC adoption.
Published By: Motorola
Published Date: Feb 06, 2008
In this report, Aberdeen takes an in-depth look at how best-in-class organizations are using mobile messaging to improve productivity and customer service. They also define the steps that can help your organization deploy a best-in-class enterprise mobile messaging solution.
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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