Published By: ServiceNow
Published Date: Apr 19, 2013
Providing a good online shopping experience starts with understanding customer needs and expectations in order to deliver suitable goods and services. Employees expect a similar experience with a Service Catalog.
An effective business service catalog captures employee needs and communicates negotiated service offerings and service level agreements. However, hitting service level targets requires more than just listing services. It’s essential to provide an automated self-service portal and open communication.
La mobilità resta un'opportunità strategica di primo piano per tutti i tipi di in quanto può rendere di rendere le imprese più competitive migliorando la produttività dei dipendenti oppure creando modalità innovative di coinvolgimento dei clienti. Per realizzare questa opportunità, la Enterprise Mobility deve fornire agli utenti un'esperienza di utilizzo fluida su più dispositivi e offrire un'area di lavoro sicura per le applicazioni di importanza critica. Per sostenere gli utenti di dispositivi mobili e la base clienti, le aziende devono attivare in modo sicuro le capacità BYOD (Bring Your Own Device, ovvero "Porta il tuo dispositivo") e self-service tramite una piattaforma solida, in grado di adattarsi adattarsi a nuovi processi.
La mobilité reste une opportunité stratégique importante
pour les entreprises de toutes sortes, car elle peut contribuer
à augmenter leur compétitivité en rendant les employés plus
productifs ou en s'engageant auprès des clients de manière
plus innovante. Pour atteindre ce potentiel, la mobilité des
entreprises doit proposer aux utilisateurs une expérience simple
sur plusieurs terminaux et offrir un espace de travail sécurisé
pour les applications essentielles. Pour servir cette base d'employés mobiles et de clients, les entreprises doivent activer leurs fonctionnalités BYOD et self-service avec une plateforme établie qui s'adapte pour prendre en charge de nouveaux processus.
La plateforme de gestion de la mobilité d'entreprise (EMM)
offre à l'informatique la possibilité d'activer les transformations
de processus métier, de favoriser de nouveaux revenus et de créer de nouvelles façons mémorables de se connecter aux clients.
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.
This white paper takes a look at the current challenges that many
organizations face in addressing this growing need. It examines the
different types of users and stakeholders who need or want more
self-service, and lays out four factors that are critical to realizing the
full potential of self-service analytics.
Published By: Genesys
Published Date: Jul 13, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions.
When you evaluate AI technologies, consider these facts:
• Bots working with human agents enables a seamless customer journey
• Automated self-service costs as little as 20 cents per interaction
• A single platform makes it easier to deliver personalized, proactive and predictive experiences
See how AI connects customer conversations in this new analyst guide, 2017 ContactBabel Inner Circle Guide to Self-Services.
Published By: Genesys
Published Date: Jul 13, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.
Learn how you can move beyond single interactions with true omnichannel routing:
• Dynamically match customers from any touchpoint, over any channel, to the agent with the optimal insights, skill set and proficiency
• Enable seamless transitions between digital self-service and live employee contact
• Replace single, random interactions with thoughtfully designed and optimized customer journeys
Published By: Genesys
Published Date: Jul 13, 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
Published By: Zendesk
Published Date: Jun 26, 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
The car industry’s fortunes play an important part in the stability of the broader economy. Consumers shopping for and financing a new or used vehicle have more choices than ever before. Empowered by digital delivery channels such as self-service and mobile, individuals are now able to rapidly choose and the vehicle and loan that best fits their needs.
Kronos for Retail allows you to offer associates preferred scheduling options, mobile self-service, fairer application of workplace policies, and perfect paychecks. The result? Associates who are more loyal, productive, and motivated to deliver exceptional customer service.
Data is the lifeblood of business. And in the era of digital business,
the organizations that utilize data most effectively are also the most
successful. Whether structured, unstructured or semi-structured,
rapidly increasing data quantities must be brought into organizations,
stored and put to work to enable business strategies. Data integration
tools play a critical role in extracting data from a variety of sources and
making it available for enterprise applications, business intelligence
(BI), machine learning (ML) and other purposes. Many organization
seek to enhance the value of data for line-of-business managers by
enabling self-service access. This is increasingly important as large
volumes of unstructured data from Internet-of-Things (IOT) devices
are presenting organizations with opportunities for game-changing
insights from big data analytics. A new survey of 369 IT professionals,
from managers to directors and VPs of IT, by BizTechInsights on
behalf of IBM reveals the challe
Published By: Rackspace
Published Date: May 28, 2019
IT transformation is more than a one-time migration of applications to the cloud, because the cloud isn’t a destination in itself. Successful migration is the start of an ongoing process of evolving your applications to take advantage of new native capabilities, as they become available on your chosen cloud platform.
This e-book illustrates the iterative process of cloud adoption by following the IT transformation journey of a fictitious company, Mercurial Footwear, in its adoption of Microsoft Azure Infrastructure-as-a-Service (IaaS). The various stages of this transformation — from a simple lift-and-shift to the cloud to leveraging cutting-edge technologies like containers and serverless computing — are typical of the process that Rackspace helps its customers to navigate through.
With step-by-step explanations, the e-book will provide you with insights into the way cloud architecture evolves, to help you to better take advantage of the Platform-as-a-Service (PaaS) features most re
"SAP has been ranked a leader in the latest Gartner Magic Quadrant for Configure, Price and Quote Application Suites (Nov 2018).
According to Gartner, SAP is a Leader due to its comprehensive, integrated quote-to-cash suite, which includes lead generation, lead management, sales performance management and contract life cycle management. CallidusCloud was acquired by SAP in April 2018 and is now offered as a component of SAP Sales Cloud. SAP’s CPQ capabilities are built on .NET and offered as a multitenant SaaS solution.
Key Quotes & Commentary:
CRM solution integration: SAP CPQ integrates with Salesforce Sales Cloud, Microsoft Dynamics 365, SAP Hybris Sales Cloud, Netsuite and SugarCRM. This is a key point as it calms any potential fears customers might have about the openness of SAP’s Sales Cloud.
Multichannel support: SAP CPQ supports direct sales, resellers and customer self-service channels with a comprehensive set of features.
AI/Machine Learning. Product recommendation
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.
READ THIS PAPER TO:
Examine the strategic role of the contact center to deliver differentiated customer experiences while driving increased revenues and cost savings.
Learn essential strategies for promoting associate productivity and satisfaction.
Leverage cross-sell and up-sell opportunities that benefit the customer.
Share lessons learned from EnergyAustralia’s experience.
The pace of automation in the contact center is accelerating as it moves from IVR and routing to
artifi cial intelligence and bots. With the digitization of contact center operations, the status quo is being
upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML)
for both customer and employee interactions are literally changing the face of customer care.
Simple, repetitive tasks don’t need a person to do them anymore. Chatbots and self-service
knowledgebases put the control in customers’ hands to resolve their own issues quickly. Information
from across the business can more easily be accessed, integrated, and analyzed to streamline backoffi ce and customer-facing functions. Companies are creating digital worker factories that leverage AI
and ML to improve their business.
Don’t just generate insights. Generate inspiration. Automating data enables easier, faster, better self-service insights better insights, giving your company power to innovate and be creative. Discover the endless possibilities in our webinar.