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Results 1 - 25 of 104Sort Results By: Published Date | Title | Company Name
Published By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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ttec
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 • Europe
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Genesys
Published By: Dell EMC     Published Date: Aug 07, 2018
The media and entertainment industry was valued at $1.81 trillion in 2016, and is expected to reach $2.14 trillion by 2020. Activities within this industry have grown over the last couple of years, and now range from creating content for movies, TV and games, to delivering that content. This is increasingly performed via on-demand data networks rather than traditional over-the-air broadcasting, watched over high resolution displays that enhance the overall viewing experience of the user, and even the latter is being delivered from the same storage repositories. Media production is also now prevalent in areas not traditionally associated with this activity, such as training, museums, and education.
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Dell EMC
Published By: Cisco     Published Date: May 24, 2019
The Cisco Solution Support is part of the high-value services offering. Whether you have an issue with a Cisco product or one from a solution partner, just call us. We centralize support through our solution experts who own your case from first call to resolution. Your complex issues are solved on average 43% faster than with product support alone.
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Cisco
Published By: Cisco EMEA     Published Date: Mar 05, 2018
The Cisco® Incident Response team is led by elite security specialists who can uncover the source of threats by analyzing and synthesizing intelligence from multiple sources. These sought-after specialists consistently deliver resolution in a shorter timeframe, returning businesses like yours to normal. Fast. To find out more about Cisco Incident Response Services download this whitepaper today.
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security, research, analyze, investments, cisco
    
Cisco EMEA
Published By: Hewlett Packard Enterprise     Published Date: Oct 23, 2017
To better understand how companies are finding the unique, hybrid cloud architectures that best meet their needs, we interviewed executives at companies that had reduced or changed their use of managed or cloud IaaS or that chose to avoid the public cloud in the first place. These companies include retail, social media, healthcare, financial services, and public sector companies. Some of these companies were born in the cloud while others transitioned from traditional IT infrastructures. Company sizes ranged from 300 employees to more than 300,000.
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it infrastructure, operations professionals, digital experience, time to resolution, cloud, iaas
    
Hewlett Packard Enterprise
Published By: Spectrum Enterprise     Published Date: Mar 22, 2019
Mirazon improves service delivery and customer experience for cloud and virtualization services supported with fiber Internet. A scalable cost model provides the flexibility to serve clients large and small. Mirazon also provides faster response and problem resolution for off-site client backup and managed service solutions, and uses reliable, high-network quality Unified Communications applications to improve customer collaboration.
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Spectrum Enterprise
Published By: Hewlett Packard Enterprise     Published Date: Aug 23, 2018
HPE Nimble Storage has broken away from convention and transformed how storage is managed and supported with the HPE InfoSight predictive analytics platform. HPE engaged ESG to conduct a quantitative survey of the HPE Nimble Storage installed base, as well as non-HPE Nimble Storage customers, to better assess how HPE InfoSight positively impacts customer environments. Both HPE InfoSight telemetry data and ESG’s quantitative survey data show that the benefit delivered to HPE Nimble Storage customers is significant, driving: • 79% lower IT operational expenses. • 73% fewer trouble tickets in the environment, which are resolved faster. • 85% less time spent resolving storage-related trouble tickets. • 69% faster time to resolution for events that necessitate level 3 support. • The ability to manage and troubleshoot the entire infrastructure environment from a single, intelligent platform.
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Hewlett Packard Enterprise
Published By: Symantec     Published Date: Aug 15, 2017
Stay ahead of the evolving threats. Organized crime is driving the rapid growth and sophisticated evolution of advanced threats that put entire website ecosystems at risk, and no organization is safe. The stealthy nature of these threats gives cybercriminals the time to go deeper into website environments, very often with severe consequences. The longer the time before detection and resolution, the more damage is inflicted. The risk and size of fines, lawsuits, reparation costs, damaged reputation, loss of operations, loss of sales, and loss of customers pile up higher and higher. The complexity of website security management and lack of visibility across website ecosystems is further impacted by the fact that it is nearly impossible to know how and where to allocate resources. Website security must be evolved in line with these growing threats and challenges.
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Symantec
Published By: Dell EMC & Intel     Published Date: Sep 06, 2018
For organisations that aim to modernise their IT environments and limit operational risks that can incur costs, IDC recommends making data protection initiatives a top priority. Modernise data protection to cut IT costs and advance IT Transformation. Modern data protection enables organisations to shrink data backup and recovery windows , which means fewer security breaches and faster resolutions when they do happen. To truly transform IT, modernise your data center to increase IT efficiency and shed technical debt while protecting your bottom line. Drive IT Transformation and results with leading enterprise solutions from Dell EMC powered by Intel®.
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Dell EMC & Intel
Published By: Quantum     Published Date: Mar 16, 2017
The increasing availability of 4K/ultra-high-definition (UHD) TVs, computer displays, and cameras is driving the adoption of new, higher-quality video specifications for video production. To create more immersive, engaging experiences, video producers are capturing and generating content with greater resolution, frame rates, dynamic range, color depth, and color gamut.
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Quantum
Published By: Larsen & Toubro Infotech(LTI)     Published Date: May 30, 2019
US Based leading multinational mass media conglomerate had high volume of actionable tickets open for resolution and other related challenges for which LTI helped in building an event correlation system to find out the Root Cause Analysis of multiple events and analyse number of tickets. This was achieved by leveraging Mosaic Decision platform for processing. Benefits i. 60% reduction in incidents ii. 40% Time saved Download full case study.
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Larsen & Toubro Infotech(LTI)
Published By: Riverbed     Published Date: Jul 17, 2013
Highly complex IT environment with multi-tier application architectures delivering apps and services, detecting and diagnosing code level performance problems can be like looking for a needle in a haystack. While it may be plain to the end user that there is a problem, understanding where that problem originates and exactly what is causing it is difficult, and time consuming. Riverbed OPNET AppInternals Xpert addresses this challenge by combining end-user experience, transaction tracing, and application component monitoring for deep end-to-end application visibility. This latest release facilitates bi-directional workflows between operations and application development to expedite problem resolution. Register to read the full report.
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apm, esg, big data, end-user experience, application visability
    
Riverbed
Published By: Riverbed     Published Date: Jul 17, 2013
To deliver IT performance, you need complete visibility. Riverbed Cascade offers a superior network performance management solution for discovering, monitoring and troubleshooting your network and your critical applications. Now you can resolve performance problems before they impact the business, while lowering your IT management costs. Cascade has an elegant and simple design that deploys easily in complex environments and provides true integration across the Cascade family. This cleaner architecture means superior visibility, management and troubleshooting, saving our customers both capex and opex. According to IDC, Cascade customers typically experience an 83% reduction in mean time to resolution (MTTR)
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it performance, cascade, riverbed cascade, riverbed, it management, mttr, idc, infrastructure, ip networks, local area networking, network architecture, network management, network performance, network performance management
    
Riverbed
Published By: Riverbed     Published Date: Jul 17, 2013
Riverbed® Cascade® Pilot and Cascade Shark combine sophisticated, end-to-end monitoring with high-speed,high-fidelity packet capture and analysis to deliver comprehensive network performance monitoring and analysis. By continuously recording the packets traversing the network, rich troubleshooting details are always available, accelerating problem isolation and resolution times, and increasing productivity. Download this insightful solution brief to learn more.
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network performance, riverbed cascade pilot, cascade shark, it infrastructure, infrastructure, local area networking, network architecture, network management, network performance management
    
Riverbed
Published By: Q2 eBanking     Published Date: Oct 24, 2017
The proliferation of fraud is an unpleasant reality. But the dispute management workload that fraud creates doesn’t have to be as unpleasant, or as unmanageable, as it is today.
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Q2 eBanking
Published By: Microsoft     Published Date: Mar 23, 2018
Expectations for Customer Service continue to rise around the globe. Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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Microsoft
Published By: Microsoft     Published Date: Oct 12, 2017
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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customer service, customer loyalty, digital trends, multiple channels, microsoft
    
Microsoft
Published By: Reevoo     Published Date: Nov 03, 2011
Social shopping has changed the purchase journey beyond all recognition. Get a grip on the new social purchase journey. Get your free whitepaper now!
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social commerce, social media, social media for business, social network, marketing, outsourcing social media marketing, outsourcing, digital frames, high resolution, photo, frames, cannon, thinkpad
    
Reevoo
Published By: RCN Business     Published Date: Nov 11, 2014
In a changing business climate, you're only productive as the technology that supports you. In fact, having the right services can mean the difference between one more happy sale or one less customer. Don’t settle for "one less" - get the right solution for your business with RCN Business Services. RCN Business Services offers a full suite of communications products and services to businesses of all sizes, including Internet, voice, video and network solutions. We are a facilities-based provider that offers extensive fiber density with redundancy and superior performance. Spanning over 6,000 miles, the advanced fiber-rich network is completely diverse from other communications providers, enabling businesses to experience exceptional customer service, quicker installation and issue resolution. RCN Business operates on three fundamental tenets: Partnership, Choice and Technology. These fundamental tenets guide how RCN Business approaches the sales process, addresses its customers, and supports its products and services. Partnership: The process starts with a dedicated RCN Business account representative actively listening and learning the needs, goals and challenges of a business. The trained and experienced RCN Business staff then delivers a customized solution. Choice: RCN Business understands that one size does not fit all. The goal is to create a reliable, customized technology solution that contributes to a business’s success and growth. Technology: Technology and customer support are critical to any business. With RCN Business owning and having full control of its network, businesses get local U.S. based operations, faster response times and a continuous monitoring for superior uptime.
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lan, voip, business communication, wan, pbx, networking, wireless, telecom
    
RCN Business
Published By: Dyn     Published Date: Oct 04, 2016
With nearly 80% of businesses experiencing four or more disruptions to their site each month, Aberdeen Group recently conducted a study to get to the root of today's internet performance challenges. Read the findings and discover how companies: Improve resolution times resulting from web outages - 65% of companies experience an hour or more to repair an internet related outage Increase customer satisfaction by 30% - A consistent, reliable and fast web experience is your key to happy, loyal customers Protect revenue - 60% of businesses record a minute of downtime resulting in a $1,000 loss in revenue Are your online services and sites built for resiliency or destined for the headlines? Get the report to find out how leading organizations are bucking the stats and implementing Internet Performance Management (IPM ) tools to boost time to resolution and improve site performance.
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performance management, website, internet, dns
    
Dyn
Published By: Dell EMC     Published Date: Aug 29, 2017
Enormous power, simple expandability of Dell EMC All-Flash Isilon storage clears path for Lightstorm to produce latest generation of high-resolution, advanced audio digital movies.
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Dell EMC
Published By: Genesys     Published Date: Jul 27, 2016
Download this eBook to learn: What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By creating a connected field service ecosystem, organizations can increase their response time, reduce mean time-to-resolution and eventually, power a more predictive service model. This will enable a new level of field service productivity and cost-savings from increased efficiencies. Organizations will also be able to provide exceptional customer experiences consistently. Customer disruption and asset downtime will be minimized, and organizations will be able to empower their field service resources with insight into the issue before they arrive at the customer site. All thanks to a unified field service and IoT strategy.
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internet of things, iot, daily activity, industry innovation, field service, organization management, device efficiency, telecommunications
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Oracle     Published Date: Nov 30, 2017
In this eBook, we’ll make the case for why you need to rethink DNS from several different and important perspectives. The first is to rethink your DNS choices. Choices around solutions, vendors and configurations that were made several years ago may no longer be optimal in today’s environment. The second is to rethink the importance of DNS for building digital resilience, including the need for a secondary DNS configuration. The third is to rethink the value of DNS as it has evolved to be so much more than simple domain name resolution. Modern DNS with intelligent response capabilities continues to open up new opportunities for traffic steering across hybrid resources.
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scalability, dynamic network, dns, world wide, point of presence, pop, hardware, systems
    
Oracle
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