service center

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Published By: ttec     Published Date: Oct 01, 2019
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
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ttec
Published By: Infosys     Published Date: Sep 12, 2019
Digital-born companies have challenged large long-established businesses across industries with newer data, AI-powered experiences, products/services. Sustained competitive advantage through customer ownership and seller power has since been significantly challenged and overturned. Customers are taking to newer AI and data-powered products/services in their pursuit of better experiences and exponentially higher value. This has triggered every company to challenge status-quo, unleash themselves from very structure of industry and embrace transformation in the new world. Data and AI have shaped themselves into a major economic force that is at the epicenter of transformation of every industry; through 3 horizons. Data, in the first horizon, was the key ingredient in driving more data-driven decisions. Data, in the second horizon, is playing a transformational role in the enterprises' pursuit of being Data Native Digital Native enterprise.
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Infosys
Published By: NICE inContact     Published Date: Oct 21, 2019
NICE inContact has been recognized as a Leader in the new Gartner report:Magic Quadrant for Contact Center as a Service, North Americafor the fifth consecutive year. NICE inContact achieved the highest and furthest overall position for its ability to execute and completeness of vision. There has never been a better time to modernize to a cloud contact center. Make a smart buying decision with new, independent analysis of leading cloud contact center providers, including NICE inContact.The 2019 Gartner Magic Quadrant Report for CCaaS includes a rigorous, independent evaluation of all the leading cloud providers to help you select the right tech partner for your contact center. Download your complimentary copy of the report that includes: • Gartner’s independent evaluation of the Contact Center as a Service market • Why NICE inContact continues to be named a Leader • Vendor strengths and cautions to aid in your buying process NICE inContact has been recognized as a Visionary with the
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NICE inContact
Published By: ASG Software Solutions     Published Date: Nov 05, 2009
Effective workload automation that provides complete management level visibility into real-time events impacting the delivery of IT services is needed by the data center more than ever before. The traditional job scheduling approach, with an uncoordinated set of tools that often requires reactive manual intervention to minimize service disruptions, is failing more than ever due to todays complex world of IT with its multiple platforms, applications and virtualized resources.
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asg, cmdb, bsm, itil, bsm, metacmdb, workload automation, wla, visibility, configuration management, metadata, metacmdb, lob, sdm, service dependency mapping, ecommerce, bpm, workflow, itsm, critical application
    
ASG Software Solutions
Published By: AWS     Published Date: Oct 07, 2019
Armor provides a managed Security-as-a-Service (SECaaS) solution that helps strengthen and unify your AWS, on-premises, and hybrid security to enable rapid detection, prevention, and response to cyberthreats in real time—typically with a lower TCO. Armor’s protection can be deployed quickly to help boost application availability. This can also play a role in increasing the visibility and overall security awareness across all your apps, no matter where they reside, because they are always operational. This solution also puts the tools—like a Web Application Firewall—in place to provide appropriate protection while being managed from a single pane of glass. Your organization can also continue using your existing security resources because Armor provides the integration to unify their offerings with the tools you already have in place. In addition, Armor’s Security Operation Center (SOC) is incorporated to reduce high threat dwell times (the amount of time a threat has undetected access t
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AWS
Published By: Spectrum Enterprise     Published Date: Feb 27, 2018
H&S Ventures provides management services for the Anaheim Ducks hockey team and its home-ice venue—the Honda Center. This popular indoor arena hosts scores of events and concerts, and H&S oversees everything from ticket sales to marketing and finance. H&S’s performance is measured by attendance, big-name bookings and how much fans spend on merchandise and concessions. Digital innovation plays a crucial role in creating a thrilling live experience that raises fans’ satisfaction and their average “spend.”
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enterprise, digital, connection, revenues, marketing, tactics, technology
    
Spectrum Enterprise
Published By: Cisco     Published Date: Mar 22, 2019
The Secure Data Center is a place in the network (PIN) where a company centralizes data and performs services for business. Data centers contain hundreds to thousands of physical and virtual servers that are segmented by applications, zones, and other methods. This guide addresses data center business flows and the security used to defend them. The Secure Data Center is one of the six places in the network within SAFE. SAFE is a holistic approach in which Secure PINs model the physical infrastructure and Secure Domains represent the operational aspects of a network.
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Cisco
Published By: QTS     Published Date: Nov 04, 2016
At the heart of the Data Solved promise are three core attributes - People Powered, Technology Focused and Infrastructure Invested. We leverage our strong, diverse team of more than 700 employees to enable our Powered by People motto and deliver on our promise. With 24 data centers on four continents, we are poised to deliver world-class infrastructure and value added technology services to our more than 1,000 customers in North America, Europe, Asia and Australia.
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data centers, infrastructure, value added technology services, data security, data center, colocation, cloud needs
    
QTS
Published By: Hewlett Packard Enterprise     Published Date: Jan 31, 2019
Powerful IT doesn’t have to be complicated. Hyperconvergence puts your entire virtualized infrastructure and advanced data services into one integrated powerhouse. Deploy HCI on an intelligent fabric that can scale with your business and you can hyperconverge the entire IT stack. This guide will help you: Understand the basic tenets of hyperconvergence and the software-defined data center; Solve for common virtualization roadblocks; Identify 3 things modern organizations want from IT; Apply 7 hyperconverged tactics to your existing infrastructure now.
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Hewlett Packard Enterprise
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand 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 onlyseek 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 only16% 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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Zendesk
Published By: Spectrum Enterprise     Published Date: Mar 01, 2019
H&S Ventures provides management services for the Anaheim Ducks hockey team and its home-ice venue—the Honda Center. This popular indoor arena hosts scores of events and concerts, and H&S oversees everything from ticket sales to marketing and finance. H&S’s performance is measured by attendance, big-name bookings and how much fans spend on merchandise and concessions. Digital innovation plays a crucial role in creating a thrilling live experience that raises fans’ satisfaction and their average “spend.”
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Spectrum Enterprise
Published By: HPE Intel     Published Date: Mar 15, 2016
To free up staff resources to focus on strategic business initiatives, many IT leaders are considering engaging a partner to handle ongoing data center maintenance and optimization. But, too often, data center management services fall short of expectations. Standard care services may be limited in scope, and may not support the range of legacy hardware already in the data center. Conversely, complex managed or outsourced services may involve a costly, fully-customized engagement, in which costs are unpredictable, and control is wrested away from the enterprise. Finally—and perhaps most importantly—many data center management service providers seem to lack the innovative spark that will ensure continuous improvement to data center operations.
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HPE Intel
Published By: Hewlett Packard Enterprise     Published Date: Aug 15, 2016
Download this white paper to learn more about these notable findings from IDC's study of HP DC Service customers. HP Datacenter Care Service can reduce the costs of delivering mission-critical business processes by 23%. HP's Datacenter Care Service solution is able to reduce downtime by 88%, adding five hours of uptime annually to each internal user and $835,000 in revenue to each organization. Increasingly, x86 servers will need a higher level of operational support. On average, companies in this study were able to recognize an average ROI of 456% and pay back the initial investment in HP DC Service in six months.
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Hewlett Packard Enterprise
Published By: Zendesk     Published Date: Jun 29, 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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Zendesk
Published By: Zendesk     Published Date: Jun 29, 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
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Zendesk
Published By: Genesys     Published Date: Jun 06, 2017
Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row
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gartner report, magic quadrant, genesys, contact centers, contact center as a service, cloud contact center solutions, cloud soulutions
    
Genesys
Published By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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Broadsoft
Published By: Red Hat     Published Date: Aug 22, 2018
In the emerging digital enterprise, there’s a good chance some application development will be taking place outside the information technology department. It’s not that the role of IT is in any way being diminished – in fact, IT managers are getting busier than ever, overseeing the technology strategies of their enterprises. Rather, the pieces are in place for business users to build and configure the essential business applications they need, on a self-service basis, with minimal or no involvement of their IT departments. As the world moves deeper into an era of ongoing disruption from digital players – be they startups, or teams within established enterprises – technology has become an essential part of every job, from the boardroom to the boiler room. Accordingly, the discipline of IT is no longer confined to the data center or development shop. Many business managers and professionals are building, launching or downloading their own applications to achieve productivity and respond
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Red Hat
Published By: Cisco     Published Date: Dec 04, 2015
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.
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cisco, zk research, wifi, multigigabit network
    
Cisco
Published By: Pega     Published Date: May 25, 2016
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems. Download this Gartner Magic Quadrant analysis and gain a better understanding each vendors’ CRM Customer Engagement Center solutions.
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best practices, customer support, business intelligence, business optimization, customer engaement
    
Pega
Published By: Adobe     Published Date: Apr 23, 2018
2017 Trends in Financial Services and Insurance: Customer is Priority The FSI sector is progressing with a digital, data-driven, marketing mentality, all centered around prioritizing customer experience and taking a more personal approach. The 2017 Digital Trends in Financial Services and Insurance compiles the information shared by over 800 FSI respondents to see what opportunities and obstacles are shaping the future of FSI. Read this report and find out: How data and personalization drive digital transformation How fintech is leading the FSI chase Tips to help future-proof your FSI business
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Adobe
Published By: Dell and Nutanix     Published Date: Oct 26, 2017
A related recent development in the data center is converged infrastructure (CI). Instead of the traditional silo deployment approach to storage, compute, and network resources, all infrastructure elements are delivered and managed in a single environment, providing virtualized access to business services in an efficient manner. This is particularly suitable for cloud-based delivery models. However, since CI achieves lower costs through optimization of data center resources, it can be effective for all IT organizations, regardless of the way in which the services are managed or presented.
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Dell and Nutanix
Published By: Dell EMC & Intel     Published Date: Mar 16, 2018
The pace of business is lightning fast. Technology runs faster – and customers want service even faster still. To keep up with the demands of a company in this age, you need hardware infrastructure capable of supporting large amounts of work with a more responsive experience. Our work in the Principled Technologies datacenter showed that the 14th generation Dell EMC™ PowerEdge™ R720xd could deliver just that. Intel Inside®. New Possibilities Outside.
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Dell EMC & Intel
Published By: Fortinet EMEA     Published Date: Nov 26, 2018
Most organizations are in the midst of some form of digital transformation (DX), transforming how they bring products and services to the market—and ultimately deliver value to their customers. But DX initiatives also bring complexity for the network operations team. With business-critical services distributed across multiple clouds, this leads to potential performance issues, especially at branch locations. Given these realities, it is no wonder that software-defined wide-area network (SD-WAN) technology is rapidly going mainstream. Unfortunately, SD-WAN is an example of the paradox of DX: transformative technology can potentially move the business to the next level, but the expanded attack surface it creates can expose the organization to significant risk. That is why an SD-WAN deployment, like every other DX effort, should be accompanied by a security transformation (SX) that rethinks outdated principles, broadens protection beyond the data center, and integrates the security archit
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Fortinet EMEA
Published By: Digital Realty     Published Date: Feb 25, 2015
When measuring competitive differentiation in milliseconds, connectivity is a key component for any financial services company’s data center strategy. In planning the move of its primary data center, a large international futures and commodities trading company needed to find a provider that could deliver the high capacity connectivity it required.
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financial services, trade processing, data center, connectivity, data center
    
Digital Realty
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