service center

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Published By: Genesys     Published Date: Apr 25, 2013
In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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contact center, customer service, contact center technology, process optimization, performance, change management
    
Genesys
Published By: Genesys     Published Date: Jun 20, 2013
The right contact center is a business advantage, because delivering exceptional service to your customers improves their satisfaction and loyalty, and results in increased revenues. The right contact center can also reduce TCO by reducing the need for IT support and replacing inflexible voice-only ACDs that have become expensive to maintain across one or many sites.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy
    
Genesys
Published By: SunGard Availability Services     Published Date: Oct 30, 2013
Learn the 10 strategies for selecting a disaster recovery service provider to ensure that your organization will be better protected should a natural disruption occur.
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sungard, sungard availability services, disaster recovery, disaster recovery provider, disaster recovery service provider, dr plan, drsp, business impact analysis
    
SunGard Availability Services
Published By: Red Hat     Published Date: Dec 15, 2015
Bayer Business Services, the Bayer Group’s global competence center for IT and business services, was looking for a way to reduce costs while maintaining the quality of its mission-critical SAP infrastructure.
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Red Hat
Published By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the Service engagement.
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customer service, engagement, self-service, consumer, staff, customer, rewards, benefit
    
KANA®, A Verint® Company
Published By: Equinix     Published Date: Oct 27, 2014
The businesses that thrive amid fluctuating technology demands are not only keeping a finger on the pulse of current trends, they have the infrastructure in place to handle whatever changes might come. And they’re doing so by treating their data centers as a strategic asset—a hub from which providers and performance can all stem. Are you ready for what’s next? According to analyst forecasts and IT executives, the five key trends affecting our state of technology are mobility, consumer technology, cloud services, hyperdigitization and globalization. In the following pages, you’ll learn how these bgtrends are affecting current networks, and why a strategic data center is key to not only surviving, but thriving, today and in the future.
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data center, enterprise, cloud, experience, hybrid, performance, strategy, interconnectivity
    
Equinix
Published By: CenturyLink     Published Date: Jan 02, 2015
The market for cloud compute infrastructure as a service (a virtual data center of compute, storage and network resources delivered as a service) is still maturing and rapidly evolving. Strategic providers must therefore be chosen carefully.
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gartner, magic quadrant, compute infrastructure, storage resources, network resources, strategic providers
    
CenturyLink
Published By: Intel Security     Published Date: Oct 21, 2015
This 36 page report highlights some of the many ways that security technologies and services - from silicon to sign-on are evolving to provide the visibility and control needed to deploy workloads flexibility in the evolving datacenter, which spans both private and public clouds.
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mcafee, intel, security, data, cloud
    
Intel Security
Published By: Netsuite DWASF Leads Display Q1 2015     Published Date: Oct 06, 2015
Read this report to understand how the age of the customer requires tech management to transform into a customer-facing function in speci?c ways. Business technology (BT) brings together technology and traditionally customer-facing roles like marketing, sales, service, brand/product management, and ful?llment for the purpose of deploying systems of engagement that provide di?erential customer experience. Firms must build these systems of engagement from the outside in, according to how customers move in market spaces. The rules for planning, building, and running systems of engagement are not the same as for previous generations of tech management because customers are not employees. The increasingly crucial role that digital technologies play in customer engagement elevates the CIO role in business — if CIOs can move beyond the traditional IT focus on technology assets and adopt an expanded view that centers on customer experience and choice
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business technology, customer engagement, customer experience, cios
    
Netsuite DWASF Leads Display Q1 2015
Published By: NetApp     Published Date: Jun 01, 2017
This SolidFire Definitive Guide provides an overview on storage Quality of Service and its importance in the Next Generation Data Center.
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netapp, solidfire, next generation data center
    
NetApp
Published By: NetApp     Published Date: Jun 01, 2017
Here are the five core principles for monetizing your storage like never before and winning more customer applications than ever for your cloud and hosted services. These are your keys to the next generation data center.
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netapp, data center solutions, cloud storage
    
NetApp
Published By: ServiceNow     Published Date: Mar 24, 2015
Technology has become the heart and soul of every business. The hardware boundaries of IT have exploded beyond data centers, with mobile devices in the hands of both employees and customers alike. Application options have blossomed, from traditional to open source to software-as-a-service. Business has become global, bringing with it a demand for round-the-clock agility. Employees expect that the applications they use at work should be as easy to use the Web apps they use at home. Integration remains difficult, because it's sometimes impossible to know what will happen when someone tries to pluck one strand out of the pile. IT workload and system complexity will only get more challenging, bringing the need for disintermediation through service automation.
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future it, service automation, it workload, integration, data centers, mobile devices, software-as-a-service, web apps
    
ServiceNow
Published By: IBM     Published Date: Apr 26, 2016
Restoring connections: How telecommunications providers can reboot the customer experience IBM has more than 22,000 experts working in the Telecommunications industry, delivering solutions to more than 200 major communications service providers globally. IBM’s telecommunications capabilities are backed by a global network of telecom solution labs, research labs and innovation centers to support its offerings in the area of analytics, cloud, mobility, network optimization, digital transformation and global integration. IBM continues to invest significantly in key acquisitions to add expertise and capabilities that enable its clients in the telecommunications space.
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ibm, ibm institute for business values, telecommunications, customer experience, communications service providers, csp, customer relationship, customer experience/engagement
    
IBM
Published By: AWS     Published Date: Dec 19, 2018
Some organizations are reluctant to migrate to the cloud because they believe they will be forced to learn new skills, start using new tools, and adopt new processes. However, by deploying VMware Cloud on AWS, your organization can continue to leverage existing, familiar VMware investments. This on-demand service delivers a powerful hybrid cloud solution, combining an industry leader in virtualization, VMware, with the largest cloud provider, Amazon Web Services (AWS). One of the first solution providers to achieve the VMware Solution Competency and a participant in the AWS Partner Initiative for VMware Cloud on AWS, RoundTower is uniquely qualified to help your organization adopt and optimize VMware Cloud on AWS. Watch this webinar to see how they can extend your on-premises data center to AWS, enabling you to gain increased flexibility, a rapidly scalable environment, and faster time to innovation. Download our webinar to learn How to take advantage of flexible consumption models t
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AWS
Published By: Genesys     Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort
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digital customer service, contact center, digital channel, ebook
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: • How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that far exceed those of previous generations • The benefits of utilizing a platform built on microservices architecture • How to take your business to the next level with a built to scale cloud contact center platform
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cloud contact center, ebook, cloud 2.0 model, microservices architecture
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
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ovum, multichannel cloud contact center, contact center, decision matrix
    
Genesys
Published By: Palo Alto Networks     Published Date: Sep 30, 2016
Cloud-first development initiatives, the need to deliver your applications and services to an exploding number of mobile devices and the ongoing need to accomplish more with less is driving a data center transformation that increasingly includes the public cloud.
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palo alto, vm-series, hybrid cloud, security, security challeneges
    
Palo Alto Networks
Published By: Lightower     Published Date: Jan 26, 2017
Lightower's comprehensive suite of fiber-based solutions is trusted by over 40% of Fortune 500® companies with their mission critical networking needs. And with over 33,000 route miles of all-fiber network and over 22,000 service locations, Lightower provides the custom connectivity services to ensure optimal application and business performance. Watch our video to discover the industries Lightower serves and learn how the Lightower Limitless Network at the center of everything you do.
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Lightower
Published By: Trintech EMEA ABM Pilot     Published Date: Nov 03, 2017
Typically, Shared Services Center (SSCs) automation initiatives have been undertaken to reduce costs and improve efficiency. These goals are achieved relatively easily within the first few years, most immediately through reduced labor costs and centralized activities. In fact, standardization and centralization deliver up to 50% savings. During subsequent phases, technology automation and outsourcing cut costs further. But, if cost reduction is the only clearly defined goal, organizations will reach a point of diminishing returns.
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account reconciliation, accounting automation, finance shared services, finance transformation program, finance transformation strategy, financial close, financial close process, reconciliation software
    
Trintech EMEA ABM Pilot
Published By: Red Hat     Published Date: Jan 02, 2018
Once upon a time, several generations ago (in technology years), IT departments were internal departments, focused on maintaining infrastructure and services within the company. Some companies may have had external-facing services, particularly web services, but this was still generally a narrow and restricted area. IT wasn’t a revenue-generating or strategic department; it was a supporting environment viewed as a cost center. One of the outcomes of an infrastructure-focused environment is that developers lost a sense of what their code was doing. Release cycles were long, and changes were slow. A developer would work on something and throw the code into testing or operations, and it would be released months later. Because of that long lead time, engineers lost the joy of being a developer—of creating something and seeing it work in real life. One of the great, powerful changes with digital transformation and related cultural and technology changes like DevOps is that it reintroduce
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Red Hat
Published By: IBM     Published Date: Jul 02, 2018
Cloud has evolved from a technological innovation to an integral part of business. Companies in every industry are investing in Digital Transformation initiatives to evolve and grow; often, cloudbased platforms are foundational elements of these transformations, as businesses increasingly seek the flexibility and agility to roll out new software services in days or weeks, versus months or years. As Digital Transformation initiatives unfold, one key challenge is to modernize the data center to facilitate rapid delivery of new applications and services—while still ensuring that existing missioncritical applications remain high performing, available, and secure. Another challenge relates to new requirements for accelerating the analysis of organizational data to near real time, much faster than previously possible with earlier incarnations of Business Intelligence (BI). Agile businesses are demanding faster access to the information contained within operational and business data stores to
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IBM
Published By: Group M_IBM Q418     Published Date: Sep 24, 2018
A multi-cloud world is quickly becoming the new normal for many enterprises. But embarking on a cloud journey and managing cloud-based services across multiple providers can seem overwhelming. Even the term multi-cloud can be confusing. Multi-cloud is not the same as hybrid cloud. The technical definition of hybrid cloud is an environment that includes traditional data centers with physical servers, private cloud with virtualized servers as well as public cloud provisioned by service providers. Quite often, multi-cloud simply means that an organization uses multiple public clouds from many vendors to deliver its IT services. In other words, organizations can have a multi-cloud without having a hybrid cloud, or they can have a multi-cloud as part of a hybrid cloud.
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Group M_IBM Q418
Published By: Group M_IBM Q2'19     Published Date: May 28, 2019
In our always-on, always-connected world, healthcare consumers expect instant access to customer service, not just from 9 AM to 5 PM. It’s often no longer good enough for health plans to staff call centers during standard business hours. Members today typically want to be able to log in and help themselves to the answers they need from self-service channels whenever they want — and they want the experience to be highly personal. One contact center benchmark study (see next page) revealed self-service channels can be a win-win for both businesses and consumers.1 When done well, self-service solutions can help businesses improve customer satisfaction while reducing costs. And consumers appreciate the convenience of getting answers quickly and efficiently.
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Group M_IBM Q2'19
Published By: MindTouch     Published Date: Mar 18, 2019
Improving contact center efficiency remains a top priority for most service professionals. Yet, the impetus for doing so has shifted from a conversation about cost toward a greater focus on the customer experience. The reason is simple: contact center efficiency costs are intertwined with the customer experience. Increasingly, controlling cost in the contact center depends on the extent to which an organization can meet the growing demand for A+ customer self-service experiences. When I have a question, customers now ask, is it quick and easy to find an answer? Three important pillars of contact center efficiency now depend on the answer to this question.
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MindTouch
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