Published By: Zendesk
Published Date: May 21, 2018
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way.
We know customers prefer self service, via a knowledge base, if one is available. A Gartner report estimates that CIOs can reduce customer support costs by 25% or more when proper knowledge management discipline is in place.
If you've been on the sidelines waiting to take the self-serv ice leap, this white paper will prove that you and your agents already partake in the activities needed to offer great self-service,every single day.
Published By: Genesys
Published Date: Feb 22, 2018
Move to the Cloud with Confidence
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.
Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.
This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including:
• The size of your contact center, and business requirements such as customer journey management
• The location and quantity of contact centers being managed
• The need for scalability, speed of deployment, and maintenance requirements
Read the eBook today!
Published By: Genesys
Published Date: Feb 27, 2018
PureCloud was designed to simplify the way you manage customer relationships. It’s powerfully simple, fast and intuitive. But you don’t have to take our word for it. Get a better look at the benefits and tools of Genesys PureCloud in a new report by Nucleus Research. For their study, Nucleus examined past and current customer experiences, breadth of functionality and results of use.
From rapid cloud deployment to rolling software updates, PureCloud enables best-in-class customer experiences today and well into the future. Read the full report to learn more about:
• PureCloud tools like automated omnichannel routing, social channel management, outbound dialing, integration with other software and analytics and reporting.
• Benefits of the platform such as lower costs, increased flexibility, improved time to value, and better workforce optimization.
• Current customer success stories and the future of PureCloud.
More and more sporting goods and outdoor sports retailers are using the rich and robust Epicor® Eagle N Series® solutions for higher profits and faster growth—all while building loyal customer relationships.
Now, with hundreds of additional enhancements built in, Epicor Eagle N Series software can help you streamline nearly everything you do for your business so you can focus on running more efficiently and profitably. With Eagle N Series, you can:
• Simplify everyday processes—natural, intuitive workflows whisk you through everyday activities, plus it includes specialty tools for firearms compliance and equipment rentals
• Manage complex inventory despite seasonal and trend-based demand swings
• Improve overall business performance—make fast, informed decisions using intuitive on-screen analytics and dashboards
What do businesses powered by Eagle N Series have to say about it? Read on to find out.
Forrester conducted an in-depth interview of Epicor Software Corporation (“Epicor”) about their investment in ServiceNow for transforming their global support system. With ServiceNow, Epicor has consolidated over 15 CRM-based support systems and 50 customer portals into single global support platform for their 20,000 customers worldwide. Download this whitepaper to learn more of what Epicor has achieved.
In the digital economy, application programming interfaces
(APIs) are essential for executing ideas quickly and seizing new
business opportunities. They are the building blocks of digital
transformation, enabling organizations to deliver exceptional
customer experiences, create new revenue streams and connect
employees, partners, apps and devices to data—anytime,
APIs are not necessarily a new technology, but in today’s digital
world, they have risen in prominence and become important
to every facet of the enterprise. This in turn has increased the
demand for effective API management. But what does an effective
solution look like?
The API Management Playbook will help you understand:
• Why digital transformation is crucial in the application economy
• How APIs are the building blocks of digital transformation
• Which key stakeholders in your organization are impacted by APIs
• What the API lifecycle is and how it relates to API management
• Thirteen key “plays” that API manag
Nell'economia digitale, le API (Application Programming Interfaces) sono essenziali per concretizzare rapidamente le idee e approfittare delle nuove opportunità di business. Rappresentano la chiave per la digital transformation, consentendo alle aziende di offrire una customer experience eccezionale, creare nuovi flussi di ricavi e permettere a dipendenti, partner, app e device di accedere ai dati ovunque e in qualsiasi momento.Le API non sono necessariamente una nuova tecnologia, ma nel mondo digitale di oggi hanno assunto una particolare rilevanza in ogni aspetto del business. Questo ha accresciuto l'esigenza di implementare una soluzione di API Management realmente efficace. Ma quali sono le caratteristiche di una soluzione efficace?
In der digitalen Wirtschaft sind Anwendungsprogrammierschnittstellen (APIs) unerlässlich, um Ideen schnell umzusetzen und neue Geschäftschancen zu nutzen. Sie sind die Bausteine der digitalen Transformation und ermöglichen es Unternehmen, eine herausragende Customer Experience bereitzustellen, neue Umsatzquellen zu erschließen und Mitarbeiter, Partner, Anwendungen und Geräte jederzeit und überall mit Daten zu verbinden.APIs sind nicht unbedingt eine neue Technologie, aber in der heutigen digitalen Welt ist ihre Bedeutung gewachsen, und sie sind für jeden Aspekt des Unternehmens wichtig geworden. Dies wiederum hat den Bedarf an einem effektiven API Management erhöht. Aber wie sieht eine effektive Lösung aus?Im API Management Playbook wird erläutert:• Warum die digitale Transformation in der Application Economy unerlässlich ist• Warum APIs die Bausteine der digitalen Transformation sind• Auf welche wichtigen Interessenvertreter in Ihrem Unternehmen APIs Auswirkungen haben• Was der API-Le
Multinational companies (MNCs) are facing a unique combination of escalating customer, competitive and operational pressures which are forcing them to fundamentally change the way they do business and manage their IT infrastructures supporting network, security and mobility needs.
Lack of IT resources, limited capex and more complex global implementations are driving an increasing proportion of MNCs to offload, or 'out-task', various aspects of their day-to-day management responsibilities to skilled third-parties that can help perform these functions well.
From "actionable insights" to "voice of the employee (VOE)", there are many buzzwords related to customer experience management.
This handy 3-page guide will help you decode all of the industry buzzwords.
Inside you'll find:
• Age of the Customer
• CX Action Campaigns
• Data Mining
• Double-Barreled Question
• Key Driver Analysis
• Net Promoter Score
• Many more!
More than 10,000 customers are using VMware vSAN to quickly adopt hyper-converged infrastructure to accelerate their IT modernization initiatives, reduce their total cost of ownership, and increase their businesses agility in preparation of future needs. Read some of their stories and see how hyper-converged infrastructure powered by vSAN can ease the burden of infrastructure management and create new possibilities for your business.
To meet the challenges of intense competition and increasing customer demands, companies must tightly align their IT service management with business issues and priorities. This paper outlines the maturity steps involved in the progression towards proactive Business Service Management (BSM) and explains how ASG's metaCMDB helps secure its seamless adoption.
Published By: Sitecore
Published Date: Nov 04, 2009
This report highlights the strategic value of a next generation web content management system integrated with lead scoring, email marketing, customer relationship management, and web analytics. The report links the technology and practices of Best-in-Class organizations to engage customers, provide personalized experiences and manage the lead lifecycle.
Published By: Sitecore
Published Date: Jul 08, 2009
This whitepaper discusses the need to target outcomes and focus on building a complete, 360-degree view of your customers -- who they are, where they came from, what they do, and how you can best meet their needs.
Develop customer relationships and reduce costs
Effective field service management teams improve technician productivity and customer satisfaction rates.
Greater automation, faster inventory management, and reduced inspection costs are possible with data support from the cloud.
Learn how the Internet of Things (IoT) can help keep your service agile so you stay ahead of customer demands and product complexity.
When you extend the global reach of your enterprise, you’ll find new markets for your products and services. That means reaching more potential customers, bigger growth potential, and higher ROI. But to tap into those emerging markets, you need to provide the best, most consistent user experience. Now, it’s possible for you to build, deploy, and manage modern apps at scale with a globally-distributed database—without the hassles associated with hosting in your data center.
Read the e-book Build Modern Apps with Big Data at a Global Scale and learn how Azure Cosmos DB, a globally-distributed turnkey database service, is transforming the world of modern data management.
Keep access to your data available, consistent, and safe—with industry-leading, enterprise-grade security and compliance. Start developing the best app experience for your users based on five well-defined consistency models:
Strong: Favors data consistency. Ideal for banks, e-commerce processing, and online booking.
With today’s customers demanding fast and seamless experiences, it’s critical that merchants’ payment technology evolve just as quickly. Read this guide to discover why payment is strategic to business operations today and how to master payment management to drive business success.
With more than three decades in the hotel marketplace, Grupo Posadas operates more than 104 hotels and 19,042 rooms in 50 beach and city destinations in Mexico, Brazil, Argentina and Chile. It's brands include AQUA, Fiesta Americana Grand, Fiesta Americana, Lat 19°, Caesar Park and Caesar Business, making Posadas the leading Mexican hotel operator in Latin America. Posadas selected Neolane's enterprise marketing software to improve segmentation and deliver consistent, personalized customer communications across e-mail and direct mail channels, while streamlining campaign management within its loyalty programs.
Learn how a deep understanding of touchpoints - and the ways they drive customers closer to you (or farther away) - can improve acquisition, retention and loyalty, create better customer experiences, strengthen relationships and boost your bottom line. (Plus 5 steps for leveraging touchpoints to profit from better customer relationships.)
See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)
Consolidate SSL providers and processes, without interruption, using Entrust SSL management and monitoring services
This whitepaper provides a blueprint for migrating to Entrust SSL certificates and related services. It’s based on experiences that help many customers, in a wide variety of environments, bring their SSL certificate management under centralized administration.
Billing is a key moment of truth for all businesses. Every interaction with the customer ultimately gets filtered through billing. It’s an endless combination of quotes, account creation, orders, pricing, payments, settlement and subscriber management. If your company is looking to evaluate billing and subscription management vendors, this paper covers five must-ask questions your peers wished they had uncovered before signing the contract.