service and support

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Forrester Report 2018: Customer Service Trends

Published By: Genesys     Published Date: Jun 13, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
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customer service, ease, effectiveness, automation
    
Genesys

Creating The Workspace of the Future – Today

Published By: VMware     Published Date: May 10, 2017
What is a digital workspace and what does it take to create one? If we break it down, the workspace is a portal for end users into all of their apps and online services that they canseamlessly and securely access across devices and locations. But what makes the workspace of today different from the desktop or mobile device of the past? And how can you move forward with delivering a digital workspace? Download this solution brief to learn how VMware® Workspace™ ONE™is designed to deliver a digital workspace that integrates device management, application delivery, and identity management into a single platform on your terms, via your data center, in the cloud, or through a combination of the two. This workspace can be accessed by your end users across devices and locations and be centrally secured and supported to streamline management and improve the quality of services you deliver across the entire organization.
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VMware

Rethinking Campus Networks: A New Network Architecture Approach for Today’s Campus Realities

Published By: Ciena     Published Date: Aug 09, 2016
Download this white paper to learn more about these benefits of evolving to a higher-performance network: ? Scales capacity cost-effectively ? Extends the life of existing routers ? Simplifies network operations ? Improves service delivery time ? Lowers network space and power cost ? Supports growing variety of applications
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Ciena

The Value of Device Management Services

Published By: HP Inc.     Published Date: Jun 20, 2019
Reduce costs and increase efficiency under the new "as a service" model: Research findings from IDC To understand the true value of adopting the as-a-service model, International Data Corp. (IDC), a market intelligence provider, conducted an HP-sponsored survey of organizations with at least 750 end-user devices across nine countries, and found that device management services can curtail costs, reduce IT workload and support a more streamlined and efficient way of doing business.
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HP Inc.

How Digital Transformation Can Help Your Manufacturing Business Grow

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

Finding a Cloud Management Platform That Fits Your Enterprise Cloud Needs

Published By: Ahead     Published Date: Jul 23, 2018
If your company operates in the cloud, you’ve probably thought about investing in a Cloud Management Platform (CMP) — a group of integrated products that manage public, private, and hybrid cloud environments. That combination is what AHEAD calls an Enterprise Cloud. For an enterprise with a heavy private cloud emphasis, the right CMP can transform your VM provisioning, reducing a potentially weeks-long manual process to an automated one that finishes in a matter of minutes. And if you run one or more public clouds, the right CMP can help you take better control of your cloud services, manage your cloud spending, and architect your app platforms to run seamlessly in the cloud. So Which CMP Will Work Best For You? The first thing to consider is compatibility with your existing environment. For many enterprises, that’s going to put a premium on CMPs that integrate natively with VMware. For other businesses, compatibility with ServiceNow or support for multiple private and public clouds wi
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Ahead

TEI Of ServiceNow Customer Service Management

Published By: Service Now     Published Date: Jan 26, 2018
Forrester conducted an in-depth interview of Epicor Software Corporation (“Epicor”) about their investment in ServiceNow for transforming their global support system. With ServiceNow, Epicor has consolidated over 15 CRM-based support systems and 50 customer portals into single global support platform for their 20,000 customers worldwide. Download this whitepaper to learn more of what Epicor has achieved.
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Service Now

2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

Published By: Service Now     Published Date: Feb 09, 2018
We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.
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Service Now

The North Face delivers online customer care as advanced as its products

Published By: LogMeIn     Published Date: Feb 27, 2018
The North Face rigorously tested several providers and quickly realized that Bold360 hit all the marks. After the initial implementation, The North Face entered into a 3-month professional services engagement to take their chat strategy to the next level. The Bold360 professional services team helped The North Face implement strategic new chat features and tactics, including adaptive canned messages, proactive chat, dual monitors and layered chat, and provided additional development support as needed. To maximize the impact of its chat strategy, The North Face also created an 11-person core chat team, with reps chosen for their skills and product knowledge. Empowered with the capabilities of Bold360, these dedicated agents can now provide truly in-depth product support.
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north face, online, customer, products, engagement, professional
    
LogMeIn

Thomas Cook Streamlines WorldWide Support with Bold360 ai Self-Service

Published By: LogMeIn     Published Date: Feb 27, 2018
Bold360 ai's self-service solution was initially deployed in the UK. Owing to the success of this pilot, the service was quickly rolled out internationally. Today, Thomas Cook uses Bold360 ai to provide online support in five languages on 13 different customer-facing websites in the UK, Netherlands, Belgium, Germany, and France, along with four other support agent sites.
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customer, experience, markets, service, websites, integration
    
LogMeIn

Scope Charity UK Case Study

Published By: Webroot UK     Published Date: Feb 04, 2013
This case study describes how one of the UK’s leading charities used the Webroot® Web Security Service to resolve problems with its existing Web security solution, which revolved mainly around administration and reporting. In addition, since the vast majority of Scope’s workers are mobile the organization needed a solution to protect them.
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scope charity, disabled, services, opportunities, complex, support, peer-to-peer suppot, education and learning, short-breaks, residential care, supported employment, business technology
    
Webroot UK

Humanizing the Service Desk

Published By: LogMeIn EMEA     Published Date: Jul 19, 2012
The Service Desk industry is moving at an ever-faster rate. Tasked with supporting an increasing array of technologies, services, software and devices, Service Desks have to be flexible and make decisions about what they support and what they don't. This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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service desk, technology, customer service, software, devices, services, best practices, business management, customer interaction service, customer relationship management, customer satisfaction, business technology
    
LogMeIn EMEA

Forrester Study: Closing the Cloud Email Security Gap

Published By: Mimecast     Published Date: Apr 18, 2017
"Secure Your Move To Cloud-Based Email With A Trusted Third-Party Security Service Provider Email is an essential component of business activity and workforce enablement. As cost, scale, flexibility, and usability become more important, organizations are seeking cloud-based email systems to support their workforces. Although cloud-based email investments provide financial and operating benefits, they do raise several security challenges. This report suggests that few firms understand or prepare upfront for the security challenges prior to their migration to a cloud environment. Download the study to learn more."
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forrester, cloud security, email security, cloud-based email, cloud environment
    
Mimecast

Will new Medicare Advantage services lower healthcare costs?

Published By: athenahealth     Published Date: Jul 22, 2019
Medicare Advantage is expanding coverage for what it considers “primarily health related supplemental benefits.” That’s good news, not just for treating illness and injury, but for helping high-risk patients maintain their health and prevent avoidable utilization. This article discloses the new list of services to be covered under Medicare Advantage, including transportation and in-home support.
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athenahealth

Bringing digital transformation to local government

Published By: Citrix     Published Date: Apr 06, 2017
Local governments face a growing public demand for services, and unprecedented cuts in expenditures. Consequently, their IT departments need to start thinking fresh.This includes supporting fundamental change in council operations, enabled by digital transformation. IT leaders must not only understand what technology can be harmonized and shared, and what must be designed individually for specific needs, but also where legacy IT has become a barrier to change.
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digital, transformation, government, citrix
    
Citrix

Service and Support as a Strategic Imperative

Published By: LogMeIn     Published Date: Feb 06, 2013
Communicate the strategic initiatives of the support desk, the business impact of customer satisfaction, and the tools (remote support) that impact customer satisfaction
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service, support, strategic imperative, communicate, support desk, business impact, customer service, business technology
    
LogMeIn

The Customer Service Balancing Act

Published By: Jive Software     Published Date: Jun 26, 2013
Balancing customer service quality and costs is an ongoing battle for most organizations. Superior service means higher labor spend, but shunting customers into long support queues and confusing self-help areas costs companies loyalty and retention. Conventional technologies don’t help much: They’re fragmented, with no unified view of customer interactions; they don’t provide effective peer-based support, leaving customers frustrated and dissatisfied; and they do nothing to improve retention, knowledge-sharing and overall enablement of service rep teams. Learn how social business tools eliminate the conventional cost/quality trade-offs.
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customer service, customer service quality, customer experience
    
Jive Software

From One-time to a Lifetime: The Guide to Recurring Revenue Success

Published By: Aria Systems     Published Date: Sep 21, 2015
This guide will explain: Why recurring revenue is an unprecedented opportunity for your business and why this opportunity is available now How you'll need to change your thinking to manage a recurring revenue business Why creating recurring reveune offerings may be as simple as repackaging existing products and services What business and system capabilities you will need to have in place to support your new business model How to go about selecting vendors to help you achieve your goals What elements are necessary for success in a recurring revenue implementation program How recurring revenue changes the way you look at data and measure success The steps you need to take to get started on your recurring revenue journey What the future holds for recurring revenue
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Aria Systems

From One-time to a Lifetime: The Guide to Recurring Revenue Success

Published By: Aria Systems     Published Date: Sep 21, 2015
This guide will explain: Why recurring revenue is an unprecedented opportunity for your business and why this opportunity is available now How you'll need to change your thinking to manage a recurring revenue business Why creating recurring reveune offerings may be as simple as repackaging existing products and services What business and system capabilities you will need to have in place to support your new business model How to go about selecting vendors to help you achieve your goals What elements are necessary for success in a recurring revenue implementation program How recurring revenue changes the way you look at data and measure success The steps you need to take to get started on your recurring revenue journey What the future holds for recurring revenue
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Aria Systems

From One-time to a Lifetime

Published By: Aria Systems     Published Date: May 03, 2016
In the guide, I’ll explain: - Why recurring revenue is an unprecedented opportunity for your business and why this opportunity is available now - How you’ll need to change your thinking to manage a recurring revenue business - Why creating recurring revenue offerings may be as simple as repackaging existing products and services - What business and system capabilities you will need to have in place to support your new business model - How to go about selecting vendors to help you achieve your goals - What elements are necessary for success in a recurring revenue implementation program - How recurring revenue changes the way you look at data and measure success - The steps you need to take to get started on your recurring revenue journey - What the future holds for recurring revenue
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Aria Systems

The Social Hunger: Why Your Audience Feasts on Social Integration

Published By: Spredfast, Inc.     Published Date: Jun 30, 2014
We are living in the most revolutionary era in human communication since the invention of the printing press. For the past few years, marketers have ‘woken up’ to consumers who have the power to express their views anytime and anywhere. ‘Social’ is hot, and if nothing else, a response to this awakening. Now, the lines between paid, owned and earned media have been blurred, if not erased. Social media crosses the barrier between the three. It’s fast-paced and chaotic. We partnered with the research firm Sentient Services and surveyed more than 200 consumers about their attitudes, opinions and beliefs about brands and social media integration. The respondents come from all over the country, with all different incomes, lifestyles, and social media habits. Universally, the data supports what we’ve already seen in action: consumers want to engage with brands that integrate social media, and they prefer to do business with social brands. Let's get started!
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spredfast, social, social integration, paid media, owned media, earned media, social media
    
Spredfast, Inc.

Discover why in-app support will be the next era of customer service

Published By: Citrix     Published Date: Nov 04, 2015
More and more, your customers are connecting to your products and services on their mobile devices. So if your goal is to provide great customer service, that’s where you need to be: in the app, interacting with customers. Join this webinar to hear industry experts discuss how in-app support will be the next era of customer service. Emerging mobile technologies are posing new challenges and opportunities — are you and your support team prepared? Attend this live webinar to learn: • Ways to evaluate your support center for the mobile world • How new technologies will impact the customer service industry • Why your customer service should offer in-app support options • And more…
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Citrix

Forrester Report 2018: Customer Service Trends

Published By: Genesys     Published Date: Jul 13, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett. You’ll learn which investments are critical and the advantages of: • Focusing on context and inquiry type to deliver the best customer experience • Using automation and AI to uncover new revenue streams and transform operations • Exploring new labor models to maximize human connections in a digital world
Tags : 
    
Genesys

Is Your R&E Network Ready for the Great Surge?

Published By: Ciena     Published Date: Nov 15, 2016
Research and Education (R&E) networks are experiencing a surge in capacity demand as a result of the massive growth of streaming media (Netflix, Facebook, YouTube), growing utilization of public cloud services, and the continued need to support large scientific data file transfers for researchers collaborating around the globe. This increase in traffic is driving many operators to evaluate network backbone upgrades to 100G. Upgrading is necessary but costly. But what if operators could upgrade their R&E networks to 100G for 50 percent less CAPEX investment and extend the life of the existing routers, while actually simplifying the architecture to enable lower operational costs? Download our app note to learn how.
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o-vpn, integrated access device, pinpoint, z-series, ciena 6500, ciena 5430, 6500-7, emotr, ciena 6200, ciena 5410, waveserver, wavelogic, wavelogic 3, wavelogic photonics, wavelogic3, sdh, sonet sdh, sonet/sdh, sdh network, synchronous digital hierarchy
    
Ciena

See where Zendesk landed on the Gartner Magic Quadrant for the CRM Customer Engagement Center

Published By: Zendesk     Published Date: Aug 22, 2017
This Magic Quadrant examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. Learn how Zendesk can fit the needs of your Customer Support team.
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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, help center, ticketing system, support ticketing, customer support agent, gartner magic quadrant
    
Zendesk
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