IBM’s SmartCloud VDI solution leverages the IBM PureFlex and Flex System portfolio, Cloud and Smarter Infrastructure products and the company’s design/deploy services to deliver reliable, powerful and secure managed desktop infrastructures.
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Published By: Samanage
Published Date: Apr 24, 2014
As you evaluate Service Desk and Asset Management solutions in the marketplace, you likely have a set of requirements for features and functionality. But have you considered other key factors that will set you up for success with a cloud-based ITSM solution that might not be so obvious? Not evaluating solutions based on these considerations can delay implementation, driving up costs and causing undue stress for the IT professional. Don’t let them stop you in your tracks; instead, consider these criteria when making your solution decision and to gain greater organizational acceptance.
Published By: MobileIron
Published Date: Mar 21, 2017
Modern enterprises are rapidly shifting core business processes away from legacy
technologies and standardizing on mobile devices and cloud services. As a result,
these organizations are quickly outgrowing basic mobile device management (MDM)
capabilities and apps like email and calendar. Building a secure mobile and cloud
architecture now requires a comprehensive approach to enterprise mobility management
(EMM). It requires a unified platform with defense-grade security, massive scalability, a
broad ecosystem of technology partners, enhanced Office 365 security, and integrated
desktop and mobile management. And it has to provide all of this without locking
customers into a proprietary technology stack.
Domino’s was heavily reliant on a legacy service desk tool. When Karen Copley was hired to oversee all aspects of service delivery for the organisation, she immediately recognised that this tool needed to be replaced. According to Karen, it offered no way to obtain management information. There was also limited automation capabilities. In addition, at this time, Domino’s wanted to mature its service desk operation by adhering to ITIL® framework best practices. “We decided we needed a more robust, ITIL® framework compliant service desk tool. I knew Cherwell® Service Management software was in the Gartner Magic Quadrant, and I had read good things about the company. I therefore decided to invite Cherwell Software and a couple of other vendors to bid for the business.”
Published By: ServiceNow
Published Date: Jan 13, 2017
The End of Now. The Beginning of Now. Your IT service desk is swamped from the moment work begins. It’s unclear how to gain control without the right tracking, prioritization and reporting.
But with the right guidance, you can improve IT service delivery and demonstrate how IT is performing to support the business.
This eBook, the first in a series that addresses key aspects of IT Service Management, provides best practices on how to:
Accelerate incident resolution with automation and prioritization
Improve change management processes with better controls and visibility
Optimize reporting for setting goals, aligning priorities, demonstrating results
Zendesk is a customer service software company that serves over 125,000 organizations around the world. Wanting to create better experiences for its end users and their customers, Zendesk realized that operating on-premises made it difficult for their developers to provision the resources needed to innovate. To simplify the developer experience, Zendesk migrated to AWS and used containers to bolster portability between on-premises and the cloud. Now operating a massive, distributed container-based environment, Zendesk needed an all-in-one monitoring solution that matched their environment's scale and agility.
Published By: Zendesk
Published Date: Jun 26, 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