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
The shift to digital business continues to gain momentum with no signs easing anytime soon. Smart organizations realize this and are accelerating investments in projects that put digital technologies at the center of their business models. The new requirements of digital transformation are forcing a major change in how companies evaluate and deploy Business Process Management (BPM) platforms and services. In “The Forrester Wave™: BPM Platforms For Digital Business, Q4 2015” report, the research organization used a 31 criteria evaluation process identifying the 12 most significant software providers in the category.
Download this Forrester Wave report and gain insight regarding how well each vendor fulfills the criteria and where they stand in relation to each other to help enterprise architecture (EA) professionals select the right partner to manage their business’ critical content.
Customer service is the cornerstone of a great customer experience. However, in today’s digital consumer age, organizations no longer decide how customer-centric their companies are, the customers do. According to the “The Forrester Wave™: Customer Service Solutions For Enterprise, Q4 2015” report, customer service technology investments are one of the top five most focused on investments that companies made in 2015. Why? Because good customer service boosts long-term loyalty. This report identifies the 11 most significant customer service solutions with Pegasystems ranking as a leader.
Download this Forrester Wave report and get detailed findings on how well each vendor fulfills Forrester’s criteria and where they stand in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack.
Download this Forrester Wave report to
Organizations looking to implement desktop and app virtualization traditionally play a guessing game where storage is concerned. When considering local and physical storage, determining what would be necessary for the virtualized world is difficult and can be overwhelming. This is especially true when determining how virtualizing desktops will impact the storage architecture. Organizations risk over sizing their environment thereby wasting CapEx, or under-sizing and potentially ruining the user experience. Software-defined storage solutions, such as VMware Virtual SAN, provide simplified solutions with high performance data stores that offer fine-grained scalability with linearly-predictable performance as demand grows. Dell’s validated and certified desktop virtualization solutions incorporate vSphere and Virtual SAN, and provide a complete end-to-end solution that allows companies to grow and expand without large capital investments in SAN hardware.
Dell Virtual SAN Ready Nodes with Horizon abstract and aggregate compute and memory resources into logical pools of compute capacity, while Virtual SAN pools server-attached storage to create a high-performance, shared datastore for virtual machines.
In a Hyper-Converged Infrastructure, compute, networking, and shared storage are delivered from Dell 13G PowerEdge servers powered by Intel Xeon processors, which enables a pay-as-you-go, aff?ordable model to cost-effectively operate at high performance.
Today’s enterprise leaders are looking for a way to make apps run faster, IT management cheaper, and provisioning easier. The advent of hyper-converged software (HCS) has meant that organizations can now get much more out of their hardware than ever before. New data center options are emerging that save time, space and money — creating an industry pivot and a new focus on hyper-converged infrastructure (HCI).
o This actionable resource guide covers 7 ways you can think like a marketer to create a compelling Open Enrollment communications campaign. Use it to create an engaging and understandable experience for your people. The guide includes: ? Tips for developing communications your people will actually open, read, and understand ? Borrowing cardinal rules from consumer marketers and making them work for you ? Setting goals, strategy, and measuring ROI for this year's Open Enrollment
o This guide gives you the practical, actionable steps your team needs to simplify and improve your company's health plan designs so they make sense for your business and your people. It walks through: ? How plan designs get lost in translation ? Plan design: myths vs. reality ? Strategic questions for your team ? Tips to improve and simplify your plan designs
A comprehensive guide to workforce trends, as well as tips and best practices for keeping employees engaged with the brand (and with each other) and ensuring they stay productive on a day-to-day basis.
The medium is evolving at a rapid pace, perhaps faster than any other. New technologies are emerging regularly—such as native, instream, and outstream— and each carries as many opportunities as they do challenges.
To make a great first impression, take a good look at your digital enrollment process. Because it’s more than forms. It’s the start of your customer journey. A streamlined onboarding process saves customers time and hassle. It also increases conversions, improves experiences, and reduces costs. In this report, we discuss best practices for updating your digital enrollment, including:
How leaders in finance do it right
Increasing engagement with mobile-optimized forms and signatures
Ensuring enrollment is compliant and builds trust
Published By: Oracle CX
Published Date: Oct 19, 2017
This paper provides guidance to organizations interested in researching Oracle’s SPARC M7 and Oracle
Solaris 11 security features and capabilities. It will also provide a high level overview of some of the
noteworthy features that these two product offerings bring to the market. We will review industry best
practices in information security as it relates to these Oracle products in the context of a secure
implementation. This paper is not meant to be an in depth technical paper, position paper, or security
implementation guide. It will instead endeavor to deliver a foundational level of knowledge of the SPARC
M7 processor and server technology and the function set within Oracle Solaris 11 that are primarily
relevant to information security as it is currently understood. The information used to compose this paper
was collected from a variety of open sources, interviews with Oracle subject matter experts, and reviews
of OEM (Original Equipment Manufacturer) documentation and specificatio
Published By: Gigamon
Published Date: Oct 19, 2017
Register for the Enterprise Strategy Group’s Research Insights Paper, Understanding the State of Network Security Today to learn more about the challenges, changes, best practices and solution requirements for network security operations and tools. See why ESG recommends improving network visibility and reducing security vulnerabilities by consolidating tools through a platform-based approach to visibility in which data, analytics and reports from multiple tools are aggregated and consumed in one control panel. Download to learn more.
Published By: Gigamon
Published Date: Oct 25, 2017
Read Gartner’s research note, Top 10 Strategic Technology Trends for 2017: Adaptive Security Architecture, to improve visibility and control over your organization’s exposure to risk with a continuous, contextual and coordinated approach to security. Comprehensive protection now requires an adaptive process to predict, prevent, detect and respond to security breaches that includes DevSecOps, IoT Security, and Intelligent Security. This note walks you through key planning assumptions, analysis, best practices and specific recommendations.
Published By: Riverbed
Published Date: Jan 25, 2018
To stay ahead in today's hybrid network, you need a lens into the end user's experience as well as an understanding of the dependencies between your applications and network. With this approach, you are alerted to issues before the business is impacted and problems are resolved faster. This eBook details what you need to know to select a best of breed network performance management solution and outlines the critical capabilities required for deep application visibility across virtualized, hybrid and cloud networks no matter where a user is located. Read this book and:
Discover best practices - for proactive network monitoring and fast troubleshooting
Learn how to stay ahead of application performance issues with increased visibility
Increase productivity and a higher ROI - with automatic discovery, end-to-end monitoring, reporting, analytics and faster MTTR
Ensure your approach is a proactive mode
Cloud investment continues to grow
over 20% annually as organizations are
looking for faster time to deployment,
scalability, reduced maintenance, and
lower cost. But there is one aspect
of cloud that consistently worries IT
and security professionals – how to
achieve high levels of security in the
cloud. As cloud adoption increases, the
fears of unauthorized access, stolen
identities, data and privacy loss, and
confidentiality and compliance issues
are rising right along with it.
This report has been produced by the
350,000 member Information Security
Community on LinkedIn in partnership
with Crowd Research Partners
to explore how organizations are
responding to the security threats in the
cloud and what tools and best practices
IT cybersecurity leaders are considering
in their move to the cloud.
At an unprecedented pace, cloud computing has simultaneously transformed business and government, and created new security challenges. The development of the cloud service model delivers business-supporting technology more efficiently than ever before. The shift from server to service-based thinking is transforming the
way technology departments think about, design, and deliver computing technology and applications. Yet these advances have created new security vulnerabilities as well as amplify existing vulnerabilities, including security issues whose full impact are finally being understood. Among the most significant security risks associated with cloud computing is the tendency to bypass information technology (IT) departments and information officers.
Although shifting to cloud technologies exclusively may provide cost and efficiency gains, doing so requires that business-level security policies, processes, and best practices are taken into account. In the absence of these standard
AWS provides powerful controls to manage the security of software-defined infrastructure and
cloud workloads, including virtual networks for segmentation, DDoS mitigation, data encryption,
and identity and access control. Because AWS enables rapid and elastic scalability, the key
to securing cloud environments is using security automation and orchestration to effectively
implement consistent protection across your AWS environment.
The following eBook will discuss Dome9 best practices for using AWS controls to establish a
strict security posture that addresses your unique business needs, and maintaining consistency
across regions, accounts, and Virtual Private Clouds (VPCs) as your environment grows.
Published By: MobileIron
Published Date: Feb 17, 2015
This eBook is designed to help your organization anticipate,
understand and manage these and other questions regarding BYOD
in the enterprise. In this four-part guide, we’ll look at best practices
for preparing, building, rolling out and sustaining a successful BYOD
program over the long term.
This paper details the benefits of switching to Windows 10 and the best new features of the new OS for business. Explore the benefits of moving to modern operating systems and get a quick list of actions you can take to ease the way.