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Published By: Zendesk     Published Date: Jan 19, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Epicor Software Corp     Published Date: Nov 07, 2017
As the world around us becomes increasingly digital, manufacturers must follow suit. Digital transformation presents significant opportunities to achieve growth by addressing key operational issues and aligning products and services to the demands of today’s market. Growth looks different for every company, and with the vast array of digital technologies available, it can be hard to know where to start. Which technologies offer the greatest opportunity for your company to grow? How can you successfully embrace the digital revolution? Epicor has a history of helping manufacturers achieve growth by utilizing cutting-edge technology. By downloading these digital transformation assets, you will: • Understand what growth might look like for your business • Assess the capabilities needed to support your digital transformation journey • Explore best practices to implement your digital transformation strategy • Learn how to capitalize on growth opportunities with speed and conviction
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erp software, enterprise resource planning software, manufacturing, epicor erp
    
Epicor Software Corp
Published By: CodeBaby     Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
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online self-service, customer experience, customer service, intelligent virtual assistants, conversion optimization, tech support, crm, web self-service
    
CodeBaby
Published By: Equinix     Published Date: Oct 20, 2015
In real estate, the most important factor is location, location, location! Your services are not quite as sensitive to the physical position of your technology, but location certainly can be a pivotal factor in optimizing your service design and service delivery. Ideally, location shouldn’t matter; however, it does have an e?ect on customer experience. When technology services were simpler, location was largely irrelevant, but now the complexity of new services demands a strategy more in line with your BT agenda than your former IT agenda. The e?ects of regulatory, cost, risk, and performance factors will vary based on the physical location of your technology resources. Colocation providers, cloud service providers, and even traditional hosting services o?er plenty of evolving options to help infrastructure and operations (I&O) professionals balance these factors to optimize service design and delivery.
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data center, optimizing service, infrastructure and operations, service design and delivery, cloud service, hosting services
    
Equinix
Published By: Comcast Business     Published Date: Nov 28, 2016
Technology has had a profound impact on society, influencing everything from the way we communicate with each other to how we conduct business transactions. In the financial services space, technology has brought banks closer to their customers, offering a wide range of online services to appeal to a population of consumers who now view their smartphones as something they can’t live without. In the process of shifting their practices to accommodate this new generation of customers, banks are transforming and reinventing themselves from the corporate office to the branch office through innovative services and technologies that take banking beyond the traditional experience. Networks are playing a central role in this transformation.
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Comcast Business
Published By: AWS     Published Date: Nov 14, 2018
Amazon Redshift Spectrum—a single service that can be used in conjunction with other Amazon services and products, as well as external tools—is revolutionizing the way data is stored and queried, allowing for more complex analyses and better decision making. Spectrum allows users to query very large datasets on S3 without having to load them into Amazon Redshift. This helps address the Scalability Dilemma—with Spectrum, data storage can keep growing on S3 and still be processed. By utilizing its own compute power and memory, Spectrum handles the hard work that would normally be done by Amazon Redshift. With this service, users can now scale to accommodate larger amounts of data than the cluster would have been capable of processing with its own resources. This e-book aims to provide you with expert tips on how to use Amazon Redshift Spectrum to increase performance and potentially reduce the cost of your queries.
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AWS
Published By: AWS     Published Date: Nov 15, 2018
"Riteway Sales and Marketing, who helps many Southeastern supermarkets execute marketing strategies, needed an intuitive solution to visualize data in multiple ways, including geographic coding that could map gathered data to store locations. TIBCO® Spotfire® for Amazon Web Services cloud met their requirements and exceeded them. After deploying this solution, Riteway’s Director of Insights and Marketing, Elisa Westlund, claimed that their time-to-insight rose to 93% faster than it was before using it. When analyzing a product category, they found that what used to take a week for their team to accomplish could now be completed in only hours. Download this case study to learn more about TIBCO Spotfire’s benefits, including: • Riteway’s claim of time-to-insight that rose 93% faster than before using TIBCO Spotfire • A complete return on investment in just one year • 100% adoption among their business users, due to TIBCO Spotfire’s ease of use"
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AWS
Published By: Genesys     Published Date: Jul 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process 1 Gartner Peer Insights rev
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Genesys
Published By: Motorola Solutions     Published Date: Apr 26, 2019
When it comes to guest safety, exceptional customer service, and streamlining operations, nothing is faster than right NOW. Organizations across various industry segments — hotels, casinos, restaurants and entertainment venues — are juggling a mix of communication devices. This can mean gaps in coverage, poor battery life and aging equipment that diminishes your ability to deliver premium guest service. The power of NOW puts instant communications at your workers’ fingertips — because when communication slows, business slows.
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Motorola Solutions
Published By: ttec     Published Date: Jul 24, 2019
The pace of automation in the contact center is accelerating as it moves from IVR and routing to artifi cial intelligence and bots. With the digitization of contact center operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) for both customer and employee interactions are literally changing the face of customer care. Simple, repetitive tasks don’t need a person to do them anymore. Chatbots and self-service knowledgebases put the control in customers’ hands to resolve their own issues quickly. Information from across the business can more easily be accessed, integrated, and analyzed to streamline backoffi ce and customer-facing functions. Companies are creating digital worker factories that leverage AI and ML to improve their business.
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ttec
Published By: Amazon Web Services     Published Date: Sep 05, 2018
Amazon Redshift Spectrum—a single service that can be used in conjunction with other Amazon services and products, as well as external tools—is revolutionizing the way data is stored and queried, allowing for more complex analyses and better decision making. Spectrum allows users to query very large datasets on S3 without having to load them into Amazon Redshift. This helps address the Scalability Dilemma—with Spectrum, data storage can keep growing on S3 and still be processed. By utilizing its own compute power and memory, Spectrum handles the hard work that would normally be done by Amazon Redshift. With this service, users can now scale to accommodate larger amounts of data than the cluster would have been capable of processing with its own resources.
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Amazon Web Services
Published By: Citrix Systems     Published Date: Nov 10, 2014
For the first time in several years, there has been a sharp increase in denial of service (DOS) attacks. In the past, these attacks have been directed at the networks of large companies. Now we are seeing the emergence of attacks targeting smaller companies and higher layers in the computing stack. Intruders are using low-bandwidth attacks disguised as legitimate transactions to bypass firewalls and basic intrusion prevention measures. Organizations need a better way to combat and prevent these attacks, and the right ADC can provide the solution. Learn how Citrix NetScaler can help protect against DOS attacks in the report, Citrix NetScaler: A Powerful Defense Against DOS Attacks (link).
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dos, denial of service, netscaler, defense, network, low-bandwith, attacks, transactions
    
Citrix Systems
Published By: BMC Software     Published Date: Oct 23, 2014
Gartner clients often ask for a comparison of BMC and ServiceNow as viable strategic partners in the ITSSM tool space. Both vendors provide strong ITSSM offerings and benefit from excellent global brand recognition, but the similarities end there. Outside of ITSSM, BMC and ServiceNow are two different companies with two different strategic road maps. Choosing between BMC and ServiceNow requires IT organizations to determine how value will be gained beyond the use of their ITSSM offerings.
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itssm, strategic partners, it organizations, itsm integration, saas
    
BMC Software
Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.
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logmein, infoworld, customer service, customer support, support, support strategy, social media, mobile support
    
LogMeIn Rescue
Published By: ADP     Published Date: May 02, 2018
Software, outsourcing, service bureau, ASO, PEO… it’s little wonder the market for payroll solutions has a reputation for being confusing and hard to navigate. Where does one solution end and the other begin? And how do you know which one you need? This complexity is the reason we’ve created a comparison guide. Businesses have a wide spectrum of payroll options to choose from, and there are big differences between them, so like-for-like comparisons aren’t possible across categories. Before you start comparing vendors head-to-head, you need to decide which payroll style is best for you. And before you make that decision, you need to know what you want in return. Are you looking to save money? Save time? Eliminate errors? Do you want help minimizing tax compliance risks? There are plenty of options available, and they all come with different pros and cons.
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ADP
Published By: ServiceNow     Published Date: Oct 11, 2017
ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying ServiceNow Customer Service Management throughout their customer support organization. This study provides a framework for evaluating the potential financial impact of investing in ServiceNow.
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ServiceNow
Published By: ServiceNow     Published Date: Oct 11, 2017
ServiceNow commissioned Intergram Online Research Services to survey 200 senior managers in customer service roles at U.S. firms with at least 500 employees to rate their customer service approaches. The analysis of the results revealed three characteristics that separate the companies with the very best customer service from those that struggle.
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ServiceNow
Published By: ServiceNow     Published Date: Oct 11, 2017
https://www.servicenow.com/thank-you.d06267da-bd2d-4d8c-9fa8-d1c4afbc001e.html
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ServiceNow
Published By: Epson     Published Date: Jun 12, 2018
Competition is growing fierce for restaurants — and not all of it comes from other local dining establishments. With grocery stores and meal kit services offering additional convenient and affordable dining options for customers to choose from, and with many restaurants turning to faster and smarter automation methods to power their operations, now is the time for your restaurant to step up its game. Ultimately, what your restaurant needs to do is offer a complete experience for your guests. The only way to effectively do this is to understand the whole diner journey and how the decisions you make along the way affect it.
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Epson
Published By: Veeam '18     Published Date: Mar 13, 2018
In today’s digital economy, IT organizations are increasingly using public cloud technologies and services to meet their needs for increased agility and innovation, as well as cost management. This use of public cloud technologies is further complicated when companies use multiple cloud service providers, a concept also known as multi-cloud, and attempt to integrate on- and off-premises environments, known as hybrid cloud. IT organizations now must manage systems that span across both multi-cloud and hybrid cloud environments, which presents new challenges for data protection. The Veeam Availability Platform offers solutions that can provide data protection to, from, and within multi-cloud environments, ensuring companies can fully leverage their public cloud providers and existing on-premises systems.
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cloud, enterprise, solutions, digital, organizations
    
Veeam '18
Published By: FICO EMEA     Published Date: Aug 30, 2019
Telecommunications companies lost more than $29 billion to consumer fraud in 2017 globally (1.27% of their revenues). The largest and most advanced communications service providers (CSPs) have sophisticated fraud detection systems and processes in place, but those organizations are now questioning their fraud readiness. Are they doing enough? Fraudsters may be individuals or increasingly sophisticated criminal networks. They constantly develop new methods and target new lines of business Read this interview where Anat Hoida, Head of the FICO’s Telecom Practice in Europe, Middle East, and Africa, discusses the impacts of the evolving spectrum of fraud risks on the growth and competitiveness of CSPs globally.
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telecom subscription fraud, prevent fraud, fight fraud using analytics
    
FICO EMEA
Published By: OutSystems     Published Date: Apr 10, 2014
David Norfolk of Bloor Research International discusses research that compares two high-productivity platform as a service (PaaS) development platforms: OutSystems Platform and Force.com from Salesforce.com (now re-branded as Salesforce1 Platform). In this webcast, he will debunk the main myths surrounding high-productivity application development and how both platforms have overcome them, albeit with somewhat different approaches for different kinds of customers.
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outsystems, predictive analysis, salesforce, cloud platforms, high productivity paas, management software company
    
OutSystems
Published By: MuleSoft     Published Date: Apr 15, 2019
In response to the federal government’s Cloud First initiative, agencies are moving to the cloud at an accelerated rate - moving on-premise applications, data and workloads to cloud infrastructure and adopting SaaS technologies like Salesforce, ServiceNow and Workday. What many in government have found is that integration and looking for government integration solutions has emerged as a stumbling block that has prevented government from realizing many of the benefits of moving to the cloud. This is because while a growing number of applications adopted by government are in the cloud, the underlying integration technologies connecting these applications are still based on-premise, meaning that government IT teams still have to spend time provisioning and maintaining infrastructure to ensure that their middleware doesn’t become a performance bottleneck for their applications. Join us for a conversation with MuleSoft CISO Kevin Paige on why cloud integration is key for agencies to succe
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MuleSoft
Published By: Datalink     Published Date: Jul 27, 2012
Running IT as a service (ITaaS) is not necessarily a new concept. But, the era of cloud computing now places a whole new spin on ITaaS. In this white paper, you'll learn why there is so much buzz around cloud services and the role IT should play in this new cloud-based era. You'll also learn a useful model to help transform your company's IT data center into a private cloud that can ultimately manage and oversee the delivery of both internal and external cloud services to the business.
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datalink, cloud, buy, build, itaas, infrastructure, cloud computing
    
Datalink
Published By: The Planet     Published Date: Jan 05, 2009
With all the competitive challenges and technology demands faced by web-based SMBs today, the possibility of a capital-expense-free alternative for providing world-class IT systems and services is extremely viable. By offering enterprise-class IT systems and services for a monthly fee, managed hosting helps to level the playing field as well as improve the technical capabilities of businesses that until now could not afford to match their larger competitors. Learn more today!
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the planet, managed hosting, it hosting, capex-free, enterprise-class it systems
    
The Planet
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