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Published By: Genesys     Published Date: Feb 12, 2019
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: Personalise self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys
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
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
Published By: Intel     Published Date: Jul 27, 2017
To stay ahead of the competition in a fast-paced, cost-driven cloud services marketplace, LeCloud must innovate new services and revenue streams to retain customers and drive profit. By using future-forward data center solutions from Intel, LeCloud is able to reduce latency in its video transcoding and improve the user experience when streaming new 4K and H.265 real-time video services to millions of customers concurrently.
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Intel
Published By: WorkBook from Deltek     Published Date: Apr 26, 2018
Service Performance Insight (SPI Research) is a global research, consulting and training organization dedicated to helping professional services organizations (PSOs) make quantum improvements in productivity and profit. In 2007, SPI developed the PS Maturity Model™ as a strategic planning and management framework. It is now the industry-leading performance improvement tool used by over 20,000 service and project-oriented organizations to chart their course to service excellence.
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professional, services, benchmark, report, productivity, organizations, pso
    
WorkBook from Deltek
Published By: Red Hat     Published Date: Nov 08, 2017
With help from Red Hat Consulting, Aviva Asia Pte. Ltd. created and launched a new application based on Red Hat JBoss Middleware within a tight six-month time frame. With this new solution, Aviva has reduced costs by replacing proprietary licensing fees with Red Hat’s flexible, cost-effective subscription pricing model. In addition, hosting the new application locally on-premise has improved response times for end users, helping Aviva bring new services to market faster..
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system migration, proprietary imaging, bond management workflow system, enterprise solutions, open source technology
    
Red Hat
Published By: DocuSign UK     Published Date: Aug 08, 2018
"Global enterprises continue to look to their Procurement organisations to drive cost savings, improve service and speed up execution. As a Procurement professional, you know that moving away from paper-based processes is critical to maximising efficiency and workflow. To achieve this, you’re probably trying to shed the hallmark and last bastion of the traditional paper-based Procurement process: the ink signature. In this eBook, you'll learn how DocuSign is making it easy for Procurement teams to go mobile, manage business relationships, and execute approval cycles faster."
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DocuSign UK
Published By: Ahead     Published Date: Jan 10, 2019
A January 2018 commissioned study conducted by Forrester Consulting on behalf of ServiceNow How a Representative Organization Resolved Security Incidents 45% Faster This Forrester Study provides a framework and customer example to help readers evaluate the potential financial benefits of investing in ServiceNow Security Operations. To understand and illustrate the benefits, costs, and risks associated with ServiceNow, Forrester interviewed three current Security Operations customers to create a representative organization. This organization: Improved vulnerability response times by 25% Prioritized vulnerabilities 60% faster Achieved 230% ROI Download this study to evaluate the Total Economic Impact of using ServiceNow Security Operations to deliver fast and efficient security response.
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Ahead
Published By: ServiceNow     Published Date: May 15, 2018
Highly available business services rely on modern IT operations management. Develop a comprehensive service availability strategy to address IT issues before they become business problems. Learn to improve your ability to analyze, prevent, and address service availability issues before they occur.
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ServiceNow
Published By: ServiceNow     Published Date: May 15, 2018
Increase service visibility and improve your service delivery by efficiently mapping IT infrastructure to business-critical services. Shine a spotlight on IT issues that threaten your business services. Read this eBook and learn how to transform the way you solve IT service delivery issues today.
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ServiceNow
Published By: TIBCO Software     Published Date: May 20, 2019
The biggest headache for most payment operations teams is cost control — and a large part of it comes from fraud management: Investigation teams waste large amounts of time just assembling the data needed to make decisions. Detection engines are always playing catchup with the latest fraud patterns. Ever changing regulations increase the time and cost required to reach compliance and meet audit standards. Given their scope and impact, replacing core fraud systems is not an option for most firms. But instead of replacing them, you can improve the investigative process with augmented investigation, and improve the detection process by enhancing current systems. This whitepaper describes three ways financial services firms can use TIBCO solutions to lower the cost of investigations through faster results, reduce fraud losses through better detection, and simplify audit and regulatory compliance through centralized access to information.
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compliance, audit, fraud, data, detection, transactions, investigation, cost
    
TIBCO Software
Published By: Oracle     Published Date: Oct 20, 2017
In this white paper, IDC discusses the inherent difficulties associated with traditional backup schemes and the changing dynamics of data protection strategies. We examine Oracle's Zero Data Loss Recovery Appliance (ZDLRA) and the role it can play in providing significantly improved service levels for all types of Oracle databases.
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Oracle
Published By: Zscaler     Published Date: Jun 19, 2019
When’s the last time someone said they liked VPN? The way we work has changed. We access apps from any device, from anywhere, and we expect a fast, seamless experience when we do so. Now, enterprises are able to deliver this, and improve security with cloud services called Zero Trust Network Access (ZTNA) technologies. A modern alternative to VPN.
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Zscaler
Published By: KPMG     Published Date: Jun 06, 2019
Cities need to rethink public transport systems to meet consumer demand for flexible, on-demand services. By doing this, they can also unclog congested roads, improve safety and reduce carbon emissions. Read this insight to discover: • how patterns of mobility are changing in major cities • what customers want – and the key challenges to meeting their expectations • whether microtransit solutions can be an effective complement to traditional public services • three key levers to pull to develop responsive, demand-driven services.
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KPMG
Published By: Solidcore     Published Date: Jan 07, 2008
It is widely acknowledged that unauthorized changes made to an IT Infrastructure cause up to 80% of system unavailability.  Learn how adding change control to your existing or planned change management infrastructure can help improve IT service availability, lower compliance costs, and accelerate your ITIL implementations.
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control change, change management, high availability, change control, sla, service level, solidcore, infrastructure
    
Solidcore
Published By: SAP Inc.     Published Date: Jun 16, 2009
To succeed in the professional services industry, your firm must continually improve its service delivery methods. Read how you can increase client value and lower costs through implementing more efficient resourcing and partnering processes and co-creating value with your clients.
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sap, service delivery innovation, financial metrics
    
SAP Inc.
Published By: SAP Inc.     Published Date: Jul 28, 2009
Hospitals from across the world are facing increased pressure to improve operations from multiple directions. Legal requirements, an aging population in many developed countries, and an ever-increasing need to be service-oriented are forcing hospitals to do more with less. Those that learn to effectively harness the information generated by their IT systems will enjoy substantial productivity improvements.
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sap, business intelligence, healthcare sector, healthcare industry, bi applications, bi tools, inter-departmental processes
    
SAP Inc.
Published By: Kaseya     Published Date: Jul 08, 2010
To better understand how integrated, automated management tools can improve IT productivity, Kaseya recently posed the following questions to Mary Johnston Turner, research director for IDC's System Management Software service, on behalf of Kaseya's corporate IT customers.
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kaseya, automated management tool, integrated it operation, system management software
    
Kaseya
Published By: EMC Corporation     Published Date: May 27, 2014
Virtual Desktop Infrastructure (VDI) holds the promise not only of consolidating desktop computing into the data center for improved manageability, efficiency, and security, but also for supporting new services such as bring-your-own device and desktop mobility.
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emc, vdi, flash strategy, storage solutions, data center
    
EMC Corporation
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
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: Genesys     Published Date: Jun 08, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences • Start small and deploy fast with Microapps
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ai solutions, customer experience
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Reputation.com     Published Date: Jun 29, 2018
HCAHPS is the barometer for understanding a patient’s hospital experience. But can you predict the outcome of your patient satisfaction surveys by reading online reviews from past and present patients? And more importantly, does improving your hospital’s online reputation improve HCAHPS scores? Yes. Reputation.com’s Data Science team, led by Brad Null, Ph.D, analyzed two years of HCAHPS hospital survey data from The Centers for Medicare and Medicaid Services, across more than 4,800 hospitals. The team reviewed the data alongside online reviews, ratings and rankings for those same hospitals, and made some significant discoveries: • Online reviews provide early warning of issues that may impact patient experience, giving hospitals the opportunity to identify and address those issues before patient satisfaction scores suffer. • By continually monitoring, managing, requesting and responding to patient reviews, a healthcare organization can address negative feedback that impacts HCAHPS resu
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Reputation.com
Published By: BMC ASEAN     Published Date: Dec 18, 2018
Today’s IT environments are so dynamic and complex that traditional manual administration makes it virtually impossible to keep pace with changing business opportunities and challenges, such as scaling to support new applications and users. Manual administration is not just unsustainable—it’s dangerous. Delays in responding to security threats and compliance issues can have devastating effects: • Security breaches • Failed audits • Financial losses • Loss of customers and reputation • Other serious business consequences To sustain a high level of security and compliance, IT teams must implement a comprehensive, aggressive automation strategy that establishes and tracks key performance indicators. Automation helps to optimize resources, increase efficiencies, lower costs and improve quality of service. This white paper describes principles and best practices for implementing automation as a strategic asset in the ongoing effort to achieve security and compliance excellence in a dynamic
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BMC ASEAN
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