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Published By: Zendesk     Published Date: Dec 10, 2018
El comienzo de un nuevo capítulo de su negocio (ya sea porque quiere penetrar en un segmento de más alta calidad o porque está añadiendo productos y funciones) significa una excelente oportunidad para expandir con inteligencia sus operaciones de atención al cliente. Ya sabemos que los clientes prefieren el autoservicio cuando tienen a su disposición una base de conocimientos. Un informe de Gartner, calcula que los CIO pueden reducir el costo de la atención al cliente en un 25 % o más si se cuenta con la disciplina apropiada de administración de conocimientos. Si ha estado esperando una buena razón para dar el salto hacia el autoservicio, este informe técnico le demostrará cómo usted y sus agentes de hecho ya están realizando las actividades necesarias para ofrecer un autoservicio de primera, día tras día.
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
En el mercado global de software de atención al cliente, Zendesk nuevamente se destaca como líder en el Cuadrante mágico de CRM para centros de interacción con los clientes de Gartner 2018. Cada año, la firma Gartner lleva a cabo un análisis exhaustivo de los proveedores de servicio de atención al cliente y las aplicaciones de soporte. Creemos que el informe Cuadrante mágico de CRM para centros de interacción con los clientes de Gartner proporciona información valiosa para los líderes empresariales interesados en soluciones tecnológicas diseñadas para interactuar con sus clientes. Una vez más, Zendesk se destaca en el cuadrante de líderes del informe de 2018, algo que, para nosotros, refleja el éxito de nuestros 125.000 clientes, como Airbnb, Tesco y la Universidad de Tennessee. Solo el último año hemos conquistado varios avances importantes, como el lanzamiento de funciones de autoservicio impulsadas por tecnología de IA, hecho que nos ha permitido proyectar ingresos de más de $500 mi
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
Actualizaciones, actualizaciones, actualizaciones. Todo el mundo las hace, de modo que pregúntese: ¿debería también su negocio actualizar sus sistemas? Parece como si siempre hubiera una versión más reciente, o un mejor tipo de software. Es cierto que la implementación de sistemas nuevos y mejorados puede ayudar a su negocio a crecer y ahorrarle dinero, pero también es importante saber si de verdad merece la pena hacer la transición al nuevo software. Zendesk recientemente le encargó a Forrester Consulting que realizara un estudio para evaluar el impacto financiero de Zendesk en las organizaciones. Forrester entrevistó a cinco clientes y realizó un análisis financiero. En ese estudio, Forrester expone los beneficios y los costos de la familia de productos de atención al cliente de Zendesk, con resultados que indican que hay beneficios de más de $3,8 millones.
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
Seus clientes eles entendem mais de tecnologia do que nunca e preferem a abordagem "faça você mesmo" para resolver seus problemas e responder às suas próprias dúvidas. Anos de pesquisas feitas pelo ICMI confirmaram que os clientes preferem resolver seus problemas por conta própria e usando seus canais favoritos. Além disso, os clientes só procuram interações diretas quando esgotam todas as opções de autoatendimento. Essa informação se baseia em dados da American Express, que descobriu que 48% dos consumidores preferem falar com um representante do atendimento ao cliente para lidar com problemas complexos, mas apenas 16% preferem esse mesmo contato para resolver problemas simples. O objetivo desse documento é simples: queremos ajudá-lo a criar uma base de conhecimento, uma comunidade e um portal do cliente completos. E você pode fazer tudo isso usando a Central de Ajuda do Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
Quando sua empresa começa um novo capítulo, seja mudando de mercado ou lançando novos produtos e recursos, o momento é ótimo para expandir as operações de atendimento ao cliente de maneira inteligente. Sabemos que, se disponível, os clientes preferem usar a base de conhecimento para se ajudarem. Um relatório do Gartner estima que os Diretores de informática podem reduzir os ustos com suporte em 25% ou mais quando uma rotina adequada de gestão de conhecimento é implementada. Se você estava esperando o momento certo para mergulhar de cabeça no autoatendimento, este white paper provará que você e seus agentes já fazem tudo o que precisam para oferecer autoatendimento excelente todos os dias.
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
No mercado mundial de softwares de suporte ao cliente, a Zendesk mais uma vez é reconhecida como líder no Quadrante Mágico do Gartner de 2018 para Centros de Relacionamento com Clientes de CRM. Todos os anos, o Gartner realiza uma análise minuciosa dos prestadores de serviços no setor de aplicativos de atendimento e suporte ao cliente. O relatório do Quadrante Mágico do Gartner para Centros de Relacionamento com Clientes de CRM oferece informações valiosas para líderes de empresas em busca de soluções tecnológicas para interagir e engajar seus clientes. Novamente, a Zendesk pode ser encontrada no relatório de 2018 no quadrante Líder, que consideramos um reflexo do sucesso de nossos 125.000 clientes, incluindo empresas como Airbnb, Tesco e a Universidade do Tennessee. O ano passado incluiu um número de marcos significativos para nós, incluindo o lançamento de recursos de inteligência artificial aprimorados para autoatendimento, com uma taxa de execução que ultrapassou US$ 500 milhões de
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Zendesk
Published By: Zendesk     Published Date: Dec 10, 2018
“O cliente tem sempre a razão” é uma máxima que a Zendesk leva muito a sério. O que o cliente quer? O que ele precisa? Esse é o foco de todas as atividades da Zendesk. De pequenas empresas que desejam crescer rapidamente e estabelecer suas marcas a grandes empresas que querem manter a fidelidade dos seus clientes, a Zendesk capacita corporações para que elas atendam, sem interrupções e em tempo real, a grandes bases de clientes nos canais que elas desejam, e utilizem dados e análises nas suas interações com os consumidores. Nesse ebook, você verá como organizações como a NatureBox, a Uber e a Instacart usam o Zendesk de maneiras inovadoras para criar experiências do cliente otimizadas e simples. Você aprenderá sobre: ? O fornecimento de suporte omnichannel personalizado em larga escala ? A personalização e manutenção de operações de suporte com facilidade ? O gerenciamento de fluxos de trabalho de suporte avançados para maximizar a produtividade ? A descoberta de informações sobre os c
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Zendesk
Published By: VMware     Published Date: Dec 10, 2018
Healthcare IT is in the midst of a revolution. Far from its leaky-ceiling basement beginnings, healthcare information technology (HIT) is now a strategic business differentiator with a key to the executive washroom. Challenged to innovate new patient and provider application services while maintaining traditional client-server applications, HIT teams are seeking ways to ensure investments in the management and maintenance of traditional systems don’t prevent the delivery of new digital experiences now and into the future. To find out more download this eBook today.
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VMware
Published By: Epicor     Published Date: Dec 06, 2018
In our current technological age, it’s important for manufacturers to embrace digital transformation or risk getting left behind by the competition. LNS Research has been studying the industrial software market for years, and in talking with hundreds of successful manufacturers, they found one common theme—the importance of finding a starting point for digital transformation. Leveraging MES software can be a low risk, high-value entry point for manufacturers as they journey toward digital excellence. Epicor MES allows manufacturers to: • Gain real-time production information • Improve productivity • Lower costs Read the LNS Research study to learn why an MES solution from Epicor is an important component in reaching operational maturity and digital transformation.
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manufacturing, epicor mes, digital transformation
    
Epicor
Published By: HERE Technologies     Published Date: Dec 05, 2018
Car data consumption is critically important to auto manufacturers. As more vehicles are produced with built-in infotainment systems, the cost of supplying them with live information and real-time updates via a data connection grows ever greater. Auto manufacturers need to be able to enhance the driving experience with smart traffic, navigation, and entertainment services, while reducing costs and data volumes. HERE is the world’s leading provider of traffic data to the automotive industry. This eBook shows how HERE optimizes traffic solutions and it outlines how data use modelling, standardization, and good data management can help reduce usage.
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traffic data, auto, location data
    
HERE Technologies
Published By: StreamSets     Published Date: Dec 05, 2018
Enterprise analytics is quickly evolving into a democratized capability where anyone can access and act on all available information, often in real-time employing advanced techniques. But the complex, dynamic and urgent nature of modern data analytics demands a new approach to data integration. This paper proposes that DataOps, the application of DevOps practices to data analytics, is the best way to overcome these challenges to create an iterative build-operate process for data movement. Read this white paper to: Understand how modern data analytics create data integration challenges due to architectural complexity, operational blindness and data drift. Learn how DevOps pillars of automation and monitoring can create higher developer productivity, operational efficiency and business confidence in data. See specific examples of DataOps functionality being applied to data integration across modern architectures.
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StreamSets
Published By: Pure Storage     Published Date: Dec 05, 2018
"Although interest in machine learning has reached a high point, lofty expectations often scuttle projects before they get very far. How can machine learning—especially deep neural networks—make a real difference in your organization? This hands-on guide not only provides the most practical information available on the subject, but also helps you get started building efficient deep learning networks. Dive into machine learning concepts in general, as well as deep learning in particular Understand how deep networks evolved from neural network fundamentals Explore the major deep network architectures, including Convolutional and Recurrent Learn how to map specific deep networks to the right problem Walk through the fundamentals of tuning general neural networks and specific deep network architectures"
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Pure Storage
Published By: Comcast Business     Published Date: Dec 04, 2018
The quick-service restaurant industry continues to be a favorite among consumers who look to the sector for a wide variety of food served quickly and at a low price. The speed and efficiency of QSRs, which include the emergent “fast casual” restaurants, match today’s on-the-go lifestyle of consumers across all ages who often are too busy to cook at home. That said, consumers expect their dining experience at a QSR to be comfortable with conveniences ranging from WiFi connectivity to ordering kiosks and dining area entertainment on large screens or even tableside tablets. They expect the information on menu boards to be accurate and up-to-date and their meal orders to be fulfilled quickly and accurately. Technology is a major enabler in meeting consumers’ expectations while simultaneously helping QSR locations increase operational efficiencies and quality of service.
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Comcast Business
Published By: Google     Published Date: Dec 03, 2018
The Internet of Things is growing fast: By 2025, IoT devices will transmit an estimated 90 zettabytes of data to their intended targets, according to IDC. Armed with information, businesses can revolutionise everything from fraud detection to customer service. But first, they need an architecture that supports real-time analytics so they can gain actionable insights from their IoT data. Read the complete report sponsored by Google Cloud, and learn how to mitigate key IoT-related challenges.
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Google
Published By: Dell EMC Storage     Published Date: Nov 29, 2018
Technology is quickly moving to the forefront as organizations undertake digital and information technology (IT) transformation projects that enable strategic differentiation in a world where users are leveraging applications and data in new ways. The reality is, most organizations were not born digital but instead have legacy business processes, applications, and infrastructure that require modernization and automation. As a result, businesses must embark on IT transformation to modernize and automate their legacy infrastructure and prime themselves to achieve their digital business goals. IDC interviewed organizations of various sizes to understand the impact of moving significant parts of their storage environments to Dell EMC solutions, powered by Intel®. Download this report to learn more.
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Dell EMC Storage
Published By: CrowdStrike     Published Date: Nov 28, 2018
Finding out your organization has been breached can be devastating news — knowing how to deal with an intruder that’s broken through your cyber defenses can be even more challenging. This white paper, “You’ve Been Breached — Now What? How to Respond to a Worst-Case Scenario,” offers practical steps IT and security professionals should take after a cyberattack occurs. You’ll receive guidance for both short-term and long-term strategies to help minimize damage, protect sensitive assets and preserve forensic evidence that can help during the investigation and remediation process. This paper also includes recommendations for strengthening your organization’s defenses against a future breach. They are based on decades of experience from CrowdStrike® incident responders who work on the front lines fighting cyberthreat actors every day. Download this White Paper to learn: How to collect and preserve data after a breach so that critical forensic information can be retrieved What sort of int
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CrowdStrike
Published By: CrowdStrike     Published Date: Nov 28, 2018
You won’t want to miss this report, “A New Era in Endpoint Protection: A SANS Product Review of CrowdStrike Falcon Endpoint Protection,” where SANS reveals the results of their evaluation of the CrowdStrike Falcon® platform. To conduct their evaluation, SANS security analysts ran Falcon through a wide range of increasingly complex attack scenarios. The exploits they used to evaluate CrowdStrike included phishing, credential dumping/lateral movement, unknown malware, PowerShell attacks and more. The report shows that CrowdStrike Falcon was able to detect and prevent every attack to which SANS subjected it. Read this SANS report to learn: • Details on Falcon’s efficacy in preventing a wide range of attacks: Ransomware, lateral movement, PowerShell-based, and more • The power of the CrowdStrike Threat Graph™ and the benefits of its crowdsourced intelligence model • How CrowdStrike’s ability to capture detailed forensic information on attempted and thwarted attacks, allows you to prevent
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CrowdStrike
Published By: CrowdStrike     Published Date: Nov 28, 2018
The Guide to AV Replacement provides in-depth information from leading security experts that will guide you through each phase of your decision-making process. From the critical elements you need to consider, to how to evaluate and review solutions, you’ll get expert advice that can help you choose a security solution that best fits your organization’s requirements. Before initiating a change from your current AV solution read this guide to learn: • How to plan an AV replacement project and the critical elements to consider • How to measure important factors such as protection, performance and time-to-value when reviewing AV replacement solutions • What prevalent technologies are available and what are the pros and cons of each? • How to measure the efficacy of a solution and what steps you should take to ensure you’re getting accurate results • Why you should consider evaluating CrowdStrike Falcon’s next-gen AV replacement and how it fulfills the criteria outlined in the guide
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CrowdStrike
Published By: CrowdStrike     Published Date: Nov 28, 2018
Learn how fileless techniques work and why they present such a complex challenge. The arms race between cybersecurity vendors and determined adversaries has never been more heated. As soon as a new security tool is released, threat actors strive to develop a way around it. One advanced threat technique that is experiencing success is the use of fileless attacks, where no executable file is written to disk. The 2017 Verizon Data Breach Investigations Report found that 51 percent of cyberattacks are malware-free, so there’s no indication that these attacks will be subsiding anytime soon. Read this white paper to get the important information you need to successfully defend your company against stealthy fileless attacks. Download this white paper to learn: • The detailed anatomy of a fileless intrusion, including the initial compromise, gaining command and control, escalating privileges and establishing persistence • How fileless attacks exploit trusted systems — the types of processe
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CrowdStrike
Published By: Lucidchart     Published Date: Nov 28, 2018
Does it take forever for your sales team to close deals? There’s a potential roadblock you may have missed: your internal sales communication. Take a look around—new sales reps are overwhelmed with processes and messaging during onboarding, your sales reps don’t pass discovery information off to sales engineers or customer support, and you aren’t always sure where deals stand, which makes it rather difficult to predict pipeline. If the members of your org aren’t completely aligned, you can’t take a prospect across the finish line or keep the org running smoothly. Download this eBook to see how visuals can solve these communication breakdowns and align your sales organization to close bigger and faster.
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Lucidchart
Published By: Dell EMC Storage     Published Date: Nov 28, 2018
Technology is quickly moving to the forefront as organizations undertake digital and information technology (IT) transformation projects that enable strategic differentiation in a world where users are leveraging applications and data in new ways. The reality is, most organizations were not born digital but instead have legacy business processes, applications, and infrastructure that require modernization and automation. As a result, businesses must embark on IT transformation to modernize and automate their legacy infrastructure and prime themselves to achieve their digital business goals. IDC interviewed organizations of various sizes to understand the impact of moving significant parts of their storage environments to Dell EMC Flash Storage, powered by Intel® Xeon® processors. Download this report to learn more.
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Dell EMC Storage
Published By: MuleSoft     Published Date: Nov 27, 2018
Every company today is a software company and, as a result, business and technology strategies ought to be very intertwined. But often, those strategies aren’t in alignment, leading to challenges in information technology. And in today’s hyper-competitive business environment, that can be disastrous. Companies have to ask themselves: How can we tackle challenges of information technology? Are we doing IT wrong? Today’s CIOs are the key players who enable organizations to respond to the disruptive forces and information technology challenges impacting all industries — mobile, IoT and SaaS among others. In order to increase speed and agility there must be a strong partnership between IT and the rest of the business. Read this eBook to learn: Why we have been doing IT wrong and how putting culture first and technology second, valuing reuse and leveraging KPIs can push CIOs to the right direction. How IT teams can address their delivery gap and increase project delivery speed by adoptin
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MuleSoft
Published By: MuleSoft     Published Date: Nov 27, 2018
Today, government IT teams are expected to deliver more services with fewer resources. Consequently, many agencies have prioritized legacy modernization, interoperability and shared service models as a means towards increasing IT delivery capacity. But those approaches are easier talked about than executed. As agencies embark on legacy modernization, it becomes imperative to open up the existing technology so that new innovations can be delivered as needed in a secure way. In this guide, produced in partnership with Govloop, we will discuss A five-play roadmap to help those in government get a better sense of where to start on modernization projects. An overview of the Information Technology Modernization Fund (ITMF). Featured government success stories highlighting their modernization projects. The IT Modernization Lifecycle, based on the recent report by the American Council for Technology-Industry Advisory Council.
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MuleSoft
Published By: Nexmo     Published Date: Nov 27, 2018
Companies have always been focused on the customer experience, but with the ever-changing landscape of how information is consumed, they have to react faster and provide more impactful interactions. Today's consumers expect businesses to communicate with them on the channels they prefer. This means messaging customers on the channels that provide straightforward and/or media-rich features. Savvy companies know that SMS is the messaging leader, but that MMS and other OTT channels, such as WhatsApp, Facebook Messenger, and Viber, provide a more engaging experience. They think about their overall messaging goals and as a big-picture concept. Join Sheri Atienza, Product Marketing Manager at Nexmo, in this webinar examining how messaging solutions can be the power behind your 2019 messaging strategy. You’ll learn how to customize your messages to both the audience and the medium, and how easy this can be with Nexmo.
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Nexmo
Published By: Nexmo     Published Date: Nov 26, 2018
Companies have always been focused on the customer experience, but with the ever-changing landscape of how information is consumed, they have to react faster and provide more impactful interactions. Today's consumers expect businesses to communicate with them on the channels they prefer. This means messaging customers on the channels that provide straightforward and/or media-rich features. Savvy companies know that SMS is the messaging leader, but that MMS and other OTT channels, such as WhatsApp, Facebook Messenger, and Viber, provide a more engaging experience. They think about their overall messaging goals and as a big-picture concept. Join Sheri Atienza, Product Marketing Manager at Nexmo, in this webinar examining how messaging solutions can be the power behind your 2019 messaging strategy. You’ll learn how to customize your messages to both the audience and the medium, and how easy this can be with Nexmo.
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Nexmo
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