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Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
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Genesys
Published By: StrongMail     Published Date: Sep 08, 2010
With more than 500 million active users, Facebook can be an extremely effective channel for engaging customers around your brand. However, before you rush out to build a fan page, you need to first understand the best way to interact with them based on conversations about your brand that are already happening on the social web.
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strongmail, email, facebook, channel, social networking
    
StrongMail
Published By: Freshdesk Inc.     Published Date: Dec 26, 2011
How a leading player in the Airlines Communications Industry scaled up their customer support to meet an increasing product line and customer base.
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customer service, help desk software
    
Freshdesk Inc.
Published By: Cisco     Published Date: Dec 11, 2018
The most significant IT transformation of this century is the rapid adoption of cloud-based applications. Most organizations are now dependent on a number of SaaS and IaaS platforms to deliver customer satisfaction and empower employee productivity. IT teams are responsible for delivering a high quality user experience for cloud applications while they struggle to manage a secure environment with advanced persistent threats. The WAN is the fabric to connect and control access between remote users and cloud-based applications. The WAN fabric needs to identify application type, location, apply prioritization and route traffic across the appropriate (multiple) WAN links to deliver on user experience. Different types of users/devices connecting to the cloud (via the Internet) means security policies must be enforced at branch, data center and in the cloud.
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Cisco
Published By: Hewlett Packard Enterprise     Published Date: Jan 31, 2019
With the maturing of the all-flash array (AFA) market, the established market leaders in this space are turning their attention to other ways to differentiate themselves from their competition besides just product functionality. Consciously designing and driving a better customer experience (CX) is a strategy being pursued by many of these vendors.This white paper defines cloud-based predictive analytics and discusses evolving storage requirements that are driving their use and takes a look at how these platforms are being used to drive incremental value for public sector organizations in the areas of performance, availability, management, recovery, and information technology (IT) infrastructure planning.
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Hewlett Packard Enterprise
Published By: Hewlett Packard Enterprise     Published Date: Apr 26, 2019
With the maturing of the all-flash array (AFA) market, the established market leaders in this space are turning their attention to other ways to differentiate themselves from their competition besides just product functionality. Consciously designing and driving a better customer experience (CX) is a strategy being pursued by many of these vendors.This white paper defines cloud-based predictive analytics and discusses evolving storage requirements that are driving their use and takes a look at how these platforms are being used to drive incremental value for public sector organizations in the areas of performance, availability, management, recovery, and information technology (IT) infrastructure planning.
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Hewlett Packard Enterprise
Published By: HERE Technologies     Published Date: Mar 26, 2019
The retail sector has been expanding with each passing decade thanks to intelligent marketing, intense research around customer behavior, creative advertising, and the adoption of new technology. Now industry movers and shakers are looking to boost sales with location intelligence. With location intelligence, retail companies can track and predict consumer trends and shifts in demand. With these insights companies can capitalize on growth opportunities in new product or service areas. HERE Open Location Platform provides powerful, easy-to-use developer tools, standardized technology and scalable infrastructure to simplify the processing of location-based data. Learn how to gain a competitive edge with HERE Technologies.
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location data, mapping, here technologies
    
HERE Technologies
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: 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.
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Zendesk
Published By: Hewlett Packard Enterprise     Published Date: May 11, 2018
Digital transformation (DX) is a must for midsize firms (those with 100 to 999 employees) to thrive in the digital economy. DX enables firms to increase competitive advantage through initiatives such as automating business processes, creating greater operational efficiencies, building deeper customer relationships, and creating new revenue streams based on technology-enabled products and services. DX is a journey, and it starts with firms embracing an IT-centric vision that guides a data-driven, analytics-first strategy. The outcome of DX initiatives depends on the ability of a firm to efficiently leverage people (talent), process, platforms, and governance to meet the firm’s business objectives.
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Hewlett Packard Enterprise
Published By: Cisco EMEA     Published Date: Nov 08, 2018
The goal of ESG Lab reports is to educate IT professionals about data center technology products for companies of all types and sizes. ESG Lab reports are not meant to replace the evaluation process that should be conducted before making purchasing decisions, but rather to provide insight into these emerging technologies. Our objective is to go over some of the more valuable feature/functions of products, show how they can be used to solve real customer problems and identify any areas needing improvement. ESG Lab's expert third party perspective is based on our own hands on testing as well as on interviews with customers who use these products in production environments.
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Cisco EMEA
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
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-service 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.
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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: Freshdesk     Published Date: Aug 15, 2016
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love. In this whitepaper, we detail how you can - Provide your agents with complete context by pulling data from your third party systems into your helpdesk - Reduce ticket volume and help customers help themselves by setting up a knowledge base - Automatically assign tickets to the right team with ease thus reducing your agent's workload and many more!
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Freshdesk
Published By: Cisco     Published Date: Nov 17, 2015
This white paper presents IDC’s analysis of the business value organizations are achieving by using Cisco UCS as a platform for SAP HANA and other SAP Business Suite applications. This analysis is based on IDC’s interviews with 12 Cisco UCS customers. These organizations are all relatively large organizations (1,500–85,000 employees), with an average of 25,383 employees. Interviewees represent a variety of industries: natural resources, agriculture, energy, government, automotive, retail, food and beverage, distribution, technology, healthcare, and IT. These organizations are based in the United States, EMEA, Mexico, and Brazil.
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cisco, idc, business values, cisco ucs, sap hana, sap business suite
    
Cisco
Published By: SAS     Published Date: Jan 17, 2018
Delivering exceptional customer experiences has become a key differentiator for top organizations today. Now you can see where your peers and competitors stand in the new Forbes Insights report Data Elevates the Customer Experience. This report is a comprehensive follow-up to an October 2015 preliminary pulse survey conducted among 105 executives of large global organizations. It identifies three categories of organizations – leaders, explorers and laggards – and measures the progress they have made with the data-driven customer experience based on three key pillars: organization (people), openness (data) and orchestration (processes). Read the results, find out where you stand and glean some new ideas from your peers about how to elevate the customer experience.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions. This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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SAS
Published By: Dell     Published Date: May 04, 2018
Handle more orders with faster response times, today and tomorrow. Databases are often the driving force behind a company’s mission-critical work. They power online stores, confidential records, and customer management systems, so a solution that sustains high levels of database work can be a big advantage as your company grows. Download this summary from Dell EMC and Intel® to learn more. • Please add this tagline below the abstract in the same font size and above the trademark line: Intel Inside®. New Possibilities Outside. • Please use this trademark line at the bottom of the landing page: Intel and the Intel logo are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries.
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Dell
Published By: Dell     Published Date: May 04, 2018
Digital transformation has become a business imperative as most aspects of economic engagement have become digital. Around the globe, businesses and government agencies are re-engineering their technology infrastructures to keep pace with customer demands, spur innovation and stay competitive in an ever-evolving digital economy. Dell EMC provides a tightly integrated software ecosystem and the flexibility to run multiple workload types, providing solutions to a broader customer base than HPE.
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Dell
Published By: ADP     Published Date: May 16, 2018
To select the best payroll provider possible, who better to ask than your peers? With more than 400,000 reviews from real software users, the G2 Crowd business software review platform will help you confidently make the right choice. The G2 Crowd payroll report compares how providers rank in terms of customer satisfaction, specific features, industries, and more. To help you evaluate your payroll options, get this FREE copy of the G2 Crowd payroll report (a $599 value). This exclusive research includes: · Detailed profiles of 27 payroll providers · Ranking based on customer feedback · Assessment of implementation, integration, support, and ease of use · Actionable insights to help you decide
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ADP
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: DataStax     Published Date: Mar 10, 2017
Today’s customers expect a seamless, intelligent and personalized experience that operates at the speed of the cloud and is continuously available regardless of location or platform. To deliver an optimal customer experience that will enable you to stay ahead of competitors you need a distributed, responsive and intelligent architecture which is only possible when the right database is in place. Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
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DataStax
Published By: FICO     Published Date: May 11, 2017
Today it's easy for customers to leave, and they have fewer reasons to stay. In saturated telecom markets, competitors offer similarly high levels of coverage and service. Years of price-based competition have left little room for differentiation and margins are stretched thin.
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customer management, finance, finance management, risk
    
FICO
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