service and support

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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
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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

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
    
Zendesk

Veeam Availability per VMware Cloud su AWS

Published By: Veeam '18     Published Date: May 01, 2019
VMware Cloud su Amazon Web Services (AWS) è un servizio on-demand che ti consente di eseguire applicazioni in ambienti cloud basati su vSphere con l’accesso a un’ampia gamma di servizi AWS. Supportato dalla VMware Cloud Foundation, questo servizio integra vSphere, vSAN e NSX insieme alla gestione di VMware vCenter ed è ottimizzato per l’esecuzione su un’infrastruttura AWS, dedicata, elastica e bare metal. Grazie a VMware Cloud su AWS, i team IT possono gestire le risorse basate sul cloud con strumenti VMware a loro familiari. Questa panoramica della soluzione offre una descrizione di come il supporto Veeam su AWS consente ai clienti di accelerare l’adozione delle implementazioni di cloud ibrido con la possibilità di copiare, replicare o migrare i carichi di lavoro sul cloud AWS in modo semplice ed efficiente e sfruttare gli investimenti esistenti nelle tecnologie Software-Defined Data Center (SDDC) di VMware.
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Veeam '18

How to Choose a Benefits Data Partner: Your Comprehensive Guide

Published By: Artemis Health     Published Date: Feb 05, 2019
The most expensive software you’ll ever purchase is the software that no one uses. Are you interested in adding a benefits data platform to your HR stack, but you don’t know where to start? This whitepaper will act as your comprehensive guide. • Learn what great benefits data partners offer for services and support • Understand the key features and functionality you should look for • Discover the evaluation criteria that will ensure a successful partnership
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Artemis Health

Discover 4 Ways to Cut Employee Healthcare Costs

Published By: Paladina Health     Published Date: Jul 12, 2019
Watch our webinar to gain “4 Creative Cost Strategies Changing Healthcare for Good.” You’ll hear healthcare experts from AON, Activate Healthcare, and Paladina Health share key insights on how to reduce employee healthcare expenses by understanding: • 4 strategies to curb employer and employee healthcare costs • What employers really want in their employee benefit offerings • What the future of healthcare looks like—and why it’s brighter than it seems WATCH NOW
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rising employer healthcare costs, employer-sponsored healthcare, employer healthcare costs, population health & data utilization, funding models, personalized healthcare, better healthcare access, future of healthcare
    
Paladina Health

AWS eBook

Published By: Trend Micro     Published Date: May 03, 2018
This whitepaper looks to address the Top 3 challenges your team faces when building in the cloud and what it means for your business. Although the capabilities and cost of select SecOps solutions have kept pace with the widespread adoption of the Amazon Web Services (AWS) Cloud, many organizations try to protect their expanding cloud workloads without the proper support.
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Trend Micro

APM Has to Change to Support DevOps

Published By: Riverbed     Published Date: Nov 02, 2016
"As companies undergo digital transformation, many IT organizations are embracing DevOps to better align with evolving business requirements, foster rapid innovation, and deliver high-performing services. But what IT leaders are failing to grasp is that this cultural shift also requires modifications to the underlying application performance management (APM) technologies and processes that have historically been used to manage IT service delivery. Read this analyst paper to explore: Key challenges IT organizations face as they roll out DevOps practices Additional APM tools and capabilities needed to support DevOps Recommendations for forming the right organizational structure and processes"
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Riverbed

Getting Started with Amazon Redshift – Best Practices

Published By: Amazon Web Services     Published Date: Sep 05, 2018
Today’s businesses generate staggering amounts of data, and learning to get the most value from that data is paramount to success. Just as Amazon Web Services (AWS) has transformed IT infrastructure to something that can be delivered on-demand, scalably, quickly, and cost-effectively, Amazon Redshift is doing the same for data warehousing and big data analytics. Amazon Redshift offers a massively parallel columnar data store that can be spun up in just a few minutes to deal with billions of rows of data at a cost of just a few cents an hour. Organizations choose Amazon Redshift for its affordability, flexibility, and powerful feature set: • Enterprise-class relational database query and management system • Supports client connections with many types of applications, including business intelligence (BI), reporting, data, and analytics tools • Execute analytic queries in order to retrieve, compare, and evaluate large amounts of data in multiple-stage operations
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Amazon Web Services

Entrust Certificate Services: SSL Digital Certificates, Discovery & Management

Published By: Entrust Datacard     Published Date: May 15, 2014
Entrust Certificate Services provide one of the industry’s most comprehensive offerings of digital certificates and related services, tools and solutions. Whether it's a basic SSL certificate, more advanced EV multi-domain SSL certificates, or specialty certificates for secure email, code-signing or Adobe PDFs, Entrust offers a comprehensive portfolio of today's most-used digital certificates. And all are supported by Entrust's world-class service.
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entrust, ssl, ecommerce, extended validation, chrome, mobile browsers, networking, it management
    
Entrust Datacard

The Multi-tiered Hybrid Data Center

Published By: HP Data Center     Published Date: Mar 25, 2009
To accommodate increasingly dense technology environments, increasingly critical business applications, and increasingly stringent service level demands, data centers are typically engineered to deliver the highest-affordable availability levels facility-wide. Within this monolithic design approach, the same levels of mechanical, electrical, and IT infrastructure are installed to support systems and applications regardless of their criticality or business risk if unplanned downtime occurs. Typically, high redundancy designs are deployed in order to provide for all eventualities. The result, in many instances, is to unnecessarily drive up both upfront construction or retro-fitting costs and ongoing operating expenses.
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hp data center, hybrid data center, dense technology environments, hybrid data center, critical business applications, it infrastructure, high redundancy designs, pods
    
HP Data Center

Sticker Shock: The High Cost Of Data Centers

Published By: HP Data Center     Published Date: Mar 25, 2009
The need for reliable data centers is growing, especially in the small to medium sized business market.  So too is the price of data centers -- both in terms of initial cost and Total Cost of Ownership (TCO) -- as equipment, service and utility costs continue to escalate.  How is a data center manager going to support an IT-based business strategy that hinges on high availability, at a reasonable business cost?  Insource? Outsource? Build? Lease? This presentation looks at the factors driving data centers costs, their impact, how they can be controlled, and how to justify the data center you need.
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data center costs, hp data center, tco, total cost of ownership, price of data centers, it spending, it architecture, insource
    
HP Data Center

Reduce labor and time by helping drivers record orders and deliveries more quickly

Published By: Zebra Technologies     Published Date: Mar 25, 2010
Mobile printing provides a series of quality improvements and timesaving benefits that are often overlooked in route automation, but can have a significant impact on the bottom line. This white paper will: • Describe uses for mobile printing in route accounting applications; •Provide return on investment calculation tools to measure the financial impact mobile printing can have; • Demonstrate how mobile printing processes can improve billing, distribution, and customer service operations; • Detail how on-demand thermal printing can reduce forms expenses; • Provide an overview of mobile printer and wireless communications options for route accounting systems. Read on to see how your route delivery and sales staff can make more stops and fewer errors each day by using mobile printing to support their work.
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zebra technologies, dsd, manufacturing, mobile printing, wireless printing
    
Zebra Technologies

Grow Your Company With A Flexible Infrastructure, Discover How With A Virtual Private Data Center

Published By: Layered Tech, Inc.     Published Date: Dec 16, 2010
Layered Tech's engineers created a customized package of virtual private data centers (VPDCs), managed services and disaster recovery solutions that support KANA's clients, large and small. Layered Tech tailored the architecture to meet the highest enterprise security requirements, as well as ensuring that each KANA client can deploy applications that scale to ongoing volume fluctuations.
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layered tech, kana, virtual private data center, enterprise security, vpdc, disaster recovery, customer interaction, grid computing
    
Layered Tech, Inc.

Defend Hidden Mobile Web Properties

Published By: Citrix Systems     Published Date: Nov 10, 2014
We’ve all come to expect the same security, performance and reliability from our mobile applications as we do with native applications. But these apps don’t just run on our mobile devices. They are powered by a variety of backend infrastructure – a hidden but important layer of application components and network devices. NetScaler helps this invisible layer of infrastructure to perform and communicate, improving security as well as quality of service. And by integrating with XenMobile, you can offer greater support and a better experience for mobile users. Learn more about delivering improved security, reliability and performance through mobile environments by reading our full report, Defend Hidden Mobile Web Properties (link).
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mobile, web properties, applications, infrastructure, network devices, performance, communicate, security
    
Citrix Systems

The State of Support Services 2015

Published By: LogMeIn     Published Date: Jul 18, 2014
This report will explore some of the support services issues, and how support organizations can make the shift needed to meet their customers' needs.
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logmein rescue, support services, customer support, reoporting, system management, network management, network performance management, mobile computing
    
LogMeIn

Video Collaboration in the Field: See the Path to Resolution

Published By: LogMeIn     Published Date: Oct 08, 2015
This report defines the recommended technology stack for field services, as well as listing the top-installed vendors in each technology category.
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video collaboration, technology stack for field services, technology, field services, technology, on-demand, byod, real-time support
    
LogMeIn

Lowering the Cost of Healthcare from the Inside Out

Published By: IBM     Published Date: Apr 18, 2012
Join this webcast to learn how HealthCare specific Asset and Service Management functionality can improve uptime to support patient care and optimize procedure scheduling, control costs for procurement, maintenance, labor and materials, extend asset longevity, and Support regulatory compliance activities.
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healthcare, cost, ibm, asset management, service management, technology
    
IBM

A Conversation with The Johns Hopkins Hospital on Lowering the Cost of Healthcare from Inside Out

Published By: IBM     Published Date: Apr 27, 2012
During this Webcast, Axendia Industry Analyst Daniel Matlis discusses with Mr. Lentz how The Johns Hopkins Hospital uses its Integrated Asset and Service Management solution to improve uptime to support patient care; control costs for procurement, maintenance, labor and materials; support regulatory compliance activities; and use workflow capabilities for internal controls.
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healthcare, ibm, labor, maintenance, patient care
    
IBM

CDW Total Mobility Management Support Services

Published By: CDW     Published Date: Oct 10, 2013
Let CDW’s Total Mobility Management experts help address your mobility needs with the right mix of solutions, services and support.
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managed mobility, mobility management, support services, cdw, solution architects, managed mdm services, mdm administration, help desk
    
CDW

The New IT

Published By: BMC Software     Published Date: May 19, 2014
Your people and business can do amazing things when technology runs at its best. The new ITSM experience helps organizations achieve greatness in today’s mobile, social and user-centric reality. Discover a better way for users to access service and support anywhere, anytime. Explore enhanced productivity for IT staff, and seamless integration across IT operation management systems. Download now.
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bmc, itsm solutions, changing business, cloud, cios, software, it organizations, saas
    
BMC Software

Magic Quadrant for IT Service Support Management Tools

Published By: BMC Software     Published Date: Oct 23, 2014
To better support the business, I&O managers often turn to IT service support management (ITSSM) tools. ITSSM tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSSM tools automate the tasks and workflows associated with the management and delivery of quality IT services to the business. The vendors in this Magic Quadrant offer integrated products that address functionality from a combined perspective of people, processes and tooling. BMC was rated as a leader by Gartner in the Magic Quadrant.
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saas, cloud, itsm, integrating itsm, itsm integration, saas integration, it management
    
BMC Software

Five Tips for Improving Customer Experience – Starting with the Support Desk

Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.
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logmein, customer experience, customer support, support, support desk, remote support, remote support technologies, remote support solutions
    
LogMeIn Rescue

Measuring Customer Satisfaction with Support Services

Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
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logmein, hdi research corner, customer satisfaction, customer support, support services, remote support, technical support, remote desktop connection
    
LogMeIn Rescue

Service and Support as a Strategic Imperative

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
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