IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
Case management frameworks built on business process management platforms help IT solutions architects deploy case-handling applications and offer an alternative to specialized case management applications and custom coding. According to Gartner, the complex architecture required to support case management has relegated it to the status of a niche application, typically addressed by specialist, commercial off-the-shelf application providers and system integrators. Case management as a process style is being applied in many sectors beyond government, legal and insurance, including healthcare, banking, higher education and retail. Industry and cross-industry case management frameworks are now available. "Adaptive case management" hype exceeds the reality of what buyers need. Gartner evaluated 12 vendors including Pegasystems against nine critical capabilities in four use cases.
Download this Gartner analysis and gain a better understanding of the case management frameworks solutions offe
Published By: Procore
Published Date: May 13, 2019
As the construction industry becomes more competitive, regulations increase and skilled labour becomes more selective; the one thing that will define your company from the competition is your data.
The best companies use real, situational data in pre-task analyses daily to report on and improve their Quality, Safety and Productivity processes and performance. Download your copy to learn:
• The importance of including quality, safety and productivity in your pre-task analyses
• Using the three-part task-analysis approach
• How to collect meaningful data to track performance
Published By: Red Hat
Published Date: Mar 16, 2015
Industry analyst firm IDC recently conducted primary research, commissioned by Red Hat, to determine the total cost of ownership (TCO) benefits Red Hat Enterprise Linux provides in the long term versus running mixed environments or primarily non-paid Linux distributions.
The results of this analysis are clear: Organizations that standardize on Red Hat Enterprise Linux recover their up-front subscription costs faster through more efficient operations, less downtime and a more productive IT staff. Key findings include:
Organizations that standardize on Red Hat Enterprise Linux have more efficient IT staffs
Red Hat Enterprise Linux customers experience about one-fifth the amount of downtime as organizations using primarily non-paid Linux distributions
Organizations that heavily use non-paid Linux have almost double the total operational costs
Time to market for new application deployments can be greatly reduced with Red Hat Enterprise Linux
Organizations of all sizes across nearly every industry sector are facing unprecedented macro-market forces that are driving them to seek new business intelligence (BI) tools to achieve their corporate objectives. Traditional BI systems generally require dedicated staff to generate meaningful analysis, but the analysis is still difficult to share. As a result, many departmental managers and end users have relied on simple spreadsheets, which require significant manual effort and provide limited insight.
This research is a continuation of our Visi-MAP Module-1. While we identified hot technologies, emerging manufacturing approaches and high growth enabling applications in Module-1 of the research, Module-2 will provide an industry case analysis for various end-user challenge scenarios and solution/technology approaches. The primary aim is to catalyze end-user adoption of these solutions and make them into common practices. Live case examples of each of the company are also discussed in detail to encapsulate the delivery model of solution providers.
In this competitive whitepaper, Edison Group provides an independent, third-party perspective and evaluation of HP's new B6200 StoreOnce Backup System versus EMC Data Domain. Criteria considered included scalability, high availability and more.
Connected Intelligence in Insurance
Insurance as we know it is transforming dramatically, thanks to capabilities brought about by new technologies such as machine learning and artificial intelligence (AI).
Download this IDC Analyst Infobrief to learn about how the new breed of insurers are becoming more personalized, more predictive, and more real-time than ever.
What you will learn:
The insurance industry's global digital trends, supported by data and analysis
What capabilities will make the insurers of the future become disruptors in their industry
Notable leaders based on IDC Financial Insights research and their respective use cases
Essential guidance from IDC
Published By: Trustpilot
Published Date: Apr 11, 2018
In a survey of over 900 US and UK companies, Trustpilot compiled results from finance companies among the respondents to learn which initiatives they consider most important, what their 2018 priorities are, and whether or not trust plays a role in their business strategy. Trustpilot also conducted a global consumer poll throughout the month of January 2018 on Trustpilot.com to learn more about customers’ expectations when it comes to the finance industry, receiving over 15,000 responses. Those survey results provided a more detailed understanding of whether finance companies’ priorities are aligned with consumer expectations, while also getting a clearer picture of how trust and reputation should be approached. At the end of this report, in addition to the findings, recommendations are provided to finance companies based on the survey findings and analysis.
The US retail industry has had an interesting holiday season, marked by high expectations, volatility and distractions, and a reassuringly strong end. While it saw high sales growth - a 4 percent growth over last year, the best in some time - the results have not brought cheer all around. In many respects, the 2016 holiday sales data emphasizes the disruption patterns impacting the retail industry, and validates several predictions about the changing face of retail.
Online and mobile sales continue to grow unabated, at 17 and 44 percent respectively, while in-store traffic saw the highest decline in two years. While none of this is surprising in itself, it helps to highlight the role omni-channel retail will play in the coming years.
Making key decisions that improve business performance requires more than simple insights. It takes deep data discovery and a keen problem solving approach to think beyond the obvious. As a business leader, you ought to have access to information most relevant to you that helps you anticipate potential business headwinds and craft strategies which can turn challenges into opportunities finally leading to favorable business outcomes.
WNS DecisionPoint , a one-of-its kind thought leadership platform tracks industry segments served by WNS and presents thought-provoking original perspectives based on rigorous data analysis and custom research studies. Coupling empirical data analysis with practical ideas around the application of analytics, disruptive technologies, next-gen customer experience, process
transformation and business model innovation; we aim to arm you with decision support frameworks based on points of fact.
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.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW