Published By: Zendesk
Published Date: Jun 29, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center.
Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.
Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
Integration is the lifeblood of today’s digital economy, and middleware is the software layer connecting
different applications, services, devices, data sources, and business entities. This Ovum Decision
Matrix (ODM) is a comprehensive evaluation to help enterprise IT leaders, including chief information
officers (CIOs), enterprise/integration architects, integration competency center (ICC)/integration
center of excellence (CoE) directors, and digital transformation leaders select a middleware-as-aservice
(MWaaS) suite best suited to their specific hybrid integration requirements.
Published By: Infosys
Published Date: Jun 28, 2018
The 2018 HfS ServiceNow Services Blueprint continues our theme of looking at the services ecosystems of leading Software-as-a-Service platforms. Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across a number of facets under two main categories: innovation and execution.
The use of SaaS applications within an organization is the new normal. There is
a good chance that just your marketing department is using more than 10 SaaS
products, which is reflected in the amount you are spending on SaaS. According
to Gartner, the 2015 worldwide market for SaaS software application sales was
$33.4 billion, with projections to double that to $67.2 billion by 2019.1 Clearly,
your integration needs are changing. SaaS applications, as well as mobile
traffic, social networks, IoT, suppliers, partners, and customer channels are new
integration points that will need to be captured in your business processes.
This paper presents five principles for successful hybrid integrations.
The concept of “shifting left” has gained traction in
software development as a way to increase agility,
reduce cost, and improve product and release quality.
But shifting left has also been hailed as a powerful
method for optimizing IT service management. When
the service desk team shifts left, both end users and
service desk personnel benefit from greater efficiency
and service quality, which leads to happier, more
productive internal customers—and ultimately,
better business outcomes.
Live Chat software can help you to increase online sales conversions and customer service productivity - if you use it correctly. To maximize your live chat ROI it's important to select the right live chat vendor. This PDF provides some essential tips that you should consider in making the best selection.
Das IT-Marktforschungsunternehmen IDC hat eine globale Studie unter mehr als 3 500 IT-Führungskräften auf der ganzen Welt durchgeführt und fand heraus, dass Unternehmen jeder Größenordnung PC Life Style as a Service-Modelle zur Reduzierung der Kosten, Verkürzung von Aktualisierungszyklen und zur Beschaffung besserer Technologie für ihre Mitarbeiter in Erwägung ziehen.
Dell PC as a Service (PCaaS) vereint Hardware, Software, Lebenszyklusservices und Finanzierung in einer umfassenden Lösung, die einen einzelnen, vorhersehbaren Preis pro Arbeitsplatz pro Monat bietet und von Dell Financial Services bereitgestellt wird. Erfahren Sie mehr über Dell Lösungen in Zusammenarbeit mit Intel®
Published By: HPE Intel
Published Date: Mar 14, 2016
Innovative companies around the world have embraced a modernized, business-centric approach to IT, delivering orchestrated solutions that help achieve better business results. Now, more efficient and agile servers support this innovation by combining compute, storage, and networking resources to manage entire IT environments as programmable elements that are flexibly tailored to meet changing business demands. With HPE ProLiant Gen9 servers, you can redefine your IT infrastructure so that it’s converged, software-defined, cloud-ready, and workload-optimized. HPE ProLiant Gen9 servers can help organizations align IT infrastructures with key business outcomes: running operations efficiently, accelerating IT service delivery, and increasing business productivity and performance.
Building on 25 years of server market leadership, the HPE ProLiant Gen9 portfolio—which includes HPE OneView software for simplified, converged management—offers optimal performance, increased storage, reduced energy consumption, and greater visibility and control across IT environments. Now everyone from enterprises to small and medium businesses (SMBs) can lower the cost of IT services, reduce delivery times, and improve their overall performance to gain a competitive edge. Download this white paper to learn more about the HPE ProLiant Gen9 portfolio.
Cherwell Service Management™ software empowers IT organizations to easily manage their infrastructure at a fraction of the cost and complexity associated with traditional, legacy IT service management software. Designed with a metadata-driven approach, the Cherwell Service Management platform can easily be configured to meet process and integration requirements without writing or touching a single line of code. Furthermore, configurations will never break during version upgrades.
Published By: Equinix
Published Date: May 18, 2015
This white paper explores how CIOs and business leaders need to think much more broadly about how their technology fits into a global network of services due to the rise of cloud infrastructure, software as a service, the global data footprint, and mobile apps.
Le cloud est devenu un incontournable des technologies de l'information depuis près de dix ans. SaaS (Software-as-a-Service), IaaS (Infrastructure-as-a-Service), PaaS (Platform-as-a-Service) et désormais XaaS (Anything-as-a-Service) : autant de solutions technologiques proposées sous forme de services qui stimulent l'adoption de ce que nous appelons collectivement les services cloud.
Voke conducted a survey of 505 participants from technology and non-technology companies to explore their use of service virtualization and its results. Organizations using service virtualization experienced fewer defects, reduced software cycles, and increased customer satisfaction.
The 2015 Service Virtualization Market Snapshot™ REPORT by Voke Research provides real-world data to help you justify the investment in service virtualization.
There’s no denying that today’s workforce is “mobile.” Inspired by the ease and simplicity of their own personal devices, today’s workforce relies on a variety of tools to accomplish their business tasks — desktops, smart phones, tablets, laptops or other connected devices — each with varying operating systems.
The specific tasks they need to accomplish? That depends on the person. But it’s safe to say remotely logging in and out of legacy, desktop, mobile, software as-a-service (SaaS) and cloud applications is a given.
And the devices on which they work? They could be owned by the enterprise or the end user, with varying levels of company oversight, security and management. The result? An overabundance of “flexibility” that leads to fundamental IT challenges of security and manageability.
Your online audience expects fast, flawless, secure experiences on any device in any location, every time. But whether you are delivering videos, your website, music, software or games, ensuring engaging online experiences from an increasing variety of devices around the world is a huge challenge.
Content delivery networks (CDNs) can significantly improve the user experience of your online audiences. But not all CDNs deliver the same level of service. Dos and Don’ts of Evaluating and Deploying a CDN provides tips on how to determine what is most important to your organization and how to choose a CDN that meets your needs.
Download this guide to learn:
The four major performance factors that can affect user experience
Why speed alone isn't an accurate measure of performance
How a content audit can identify performance bottlenecks
The role content storage can play in reducing costs and latency
How to decide what features are most important to your business
The cloud is a network of servers housing data, software, and services. Cloud services are commonly accessed via the Internet, instead of locally in a data center. Businesses are increasingly relying on the cloud for cybersecurity for two key reasons: 1. Due to a changing threat landscape, there’s a need for more scale, accuracy, experience, and collective intelligence. These resources are out of reach internally for most organizations. 2. There are fundamental limits with on-premises hardware mitigation appliances and enterprise data centers for Distributed Denial of Service (DDoS) and web attack protection.
Die Cloud ist ein Servernetzwerk, das Daten, Software und Services umfasst. Auf Clouddienste wird für gewöhnlich über das Internet, und nicht lokal in einem Rechenzentrum, zugegriffen. Wenn es um Cybersicherheit geht, verlassen sich immer mehr Unternehmen auf die Cloud. Die zwei Hauptgründe: 1. Aufgrund der sich ständig ändernden Bedrohungslandschaft wird immer mehr Umfang, Genauigkeit, Erfahrung und kollektive Intelligenz benötigt. Diese Anforderungen können die meisten Unternehmen intern nicht erfüllen. 2. Lokale Appliances und Unternehmensrechenzentren haben prinzipiell ihre Grenzen, wenn es um Abwehrmechanismen gegen DDoS- (Distributed Denial of Service) und Webangriffe geht.
Published By: Dell EMC
Published Date: May 10, 2017
While just about everyone is writing about how IT and the businesses it serves need to be transformed, the actual industry answers to both digital and IT transformation remain unclear at best. Are transformational initiatives all about analytics and big data? Or are they about the move to cloud in all its varieties? Support for mobile? More agile ways of working and developing software? Or are they actually all about crafting teams to promote more proactive dialog between the business and IT?
The truth is, of course, digital and IT transformation depend on all of the above and more. They also depend on a resilient infrastructure that’s easily adapted to changing business priorities without requiring long hours spent on maintenance, updates, and addressing problems of service availability. But making all this work clearly and cohesively is far beyond the purview of almost any solution today—whether from a software management perspective or from a hardware infrastructure perspective.
AB World Foods has a highly complex supply chain, driven in part by the nature of its globally sourced and distributed products as well as by the demands of growth and acquisition. With Infor SCM Demand Planning, the company cut costs while also improving service levels.
Find out why manufacturers and distributors are rethinking warehouse management and why these best-in-class performers are investing in advanced warehouse management solutions to strengthen their competitive market positions.
Published By: ServiceNow
Published Date: Oct 02, 2015
Technology has become the heart and soul of every business. The hardware boundaries of IT have exploded beyond data centers, with mobile devices in the hands of both employees and customers alike. Application options have blossomed, from traditional to open source to software-as-a-service. Business has
become global, bringing with it a demand for round-the-clock agility. Employees expect that the applications they use at work should be as easy to use as the Web apps they use at home. Integration remains difficult, because it’s sometimes impossible to know what will happen when someone tries to pluck one strand out of the pile. IT workload and system complexity will only get more challenging, bringing the need for disintermediation
through service automation.
Customers are evolving. They are evolving in the way they get information about products, what goes into making their purchase decision and ultimately how they buy. Businesses need to evolve and adapt how they manage their customer relationships. Customer Relationship Management (CRM) software was supposed to improve front-end customer engagement across marketing, sales and service. Unfortunately, most systems have the opposite result. Companies spend too much time integrating and maintaining disconnected systems and too little time nurturing relationships. Organizations need to transform their organizations from the inside out—embracing new processes and technologies that gathers, stores and gives them access to customer data so they gain more insight into their customers and therefore create more effective marketing and service programs.
Download this Ebook and gain a better understanding of how a more robust CRM system can improve customer management.
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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