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Published By: Red Hat     Published Date: Feb 25, 2019
Red Hat is a trusted partner to enterprise customers; cloud, software, and hardware suppliers; and the global open source community. A Red Hat® Enterprise Linux® subscription provides customers with direct access to innovation and advocacy—within the open source community and within a certified and trusted network of partners. Red Hat Enterprise Linux provides you with an innovative platform that serves as the foundation for your business. It is hardened, certified, and supported by the Red Hat Product Security team, support teams, and certified engineers. Red Hat supports your timelines and advocates for your requirements so you can focus on the work of your business rather than being your own operating system vendor. We use our leadership in the open source community to do the work that brings you the best of open source. Get direct access to: Technology-driven solutions Emerging technology Experience and support Continuous security Timeline support Download the whitepaper to lea
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Red Hat
Published By: Microsoft     Published Date: Mar 23, 2018
Expectations for Customer Service continue to rise around the globe. Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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Microsoft
Published By: Microsoft     Published Date: Oct 12, 2017
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations are rewarded with higher rates of customer retention and loyalty. The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States. We continue to find commonalities along with distinct differences between locals. And though people in all age groups are embracing new digital trends, millennials especially are shaping the way brands need to think about the future of customer service engagement.
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customer service, customer loyalty, digital trends, multiple channels, microsoft
    
Microsoft
Published By: Pure Storage     Published Date: Sep 27, 2019
In today’s environment, business continuity is a necessity. As organizations embrace digital transformation and turn to IT for almost all most critical operations, downtime can be crippling. Those that are able to tolerate technology failures transparently—so the business remains up and running— can drive dramatic gains in competitive advantage, customer engagement and business innovation. However, achieving the highest levels of business continuity, with zero recovery point objectives (RPOs) and recovery time objectives (RTOs), has been possible only for the largest companies and their most business-critical applications. The associated costs and complexity have simply been too much for most organizations to achieve those levels. That is no longer the case. This white paper discusses a new active/active stretched cluster technology that allows companies of all sizes to achieve the highest levels of business continuity without the costs and complexities that have typically marked thi
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Pure Storage
Published By: RCN Business     Published Date: Nov 11, 2014
In a changing business climate, you're only productive as the technology that supports you. In fact, having the right services can mean the difference between one more happy sale or one less customer. Don’t settle for "one less" - get the right solution for your business with RCN Business Services. RCN Business Services offers a full suite of communications products and services to businesses of all sizes, including Internet, voice, video and network solutions. We are a facilities-based provider that offers extensive fiber density with redundancy and superior performance. Spanning over 6,000 miles, the advanced fiber-rich network is completely diverse from other communications providers, enabling businesses to experience exceptional customer service, quicker installation and issue resolution. RCN Business operates on three fundamental tenets: Partnership, Choice and Technology. These fundamental tenets guide how RCN Business approaches the sales process, addresses its customers, and supports its products and services. Partnership: The process starts with a dedicated RCN Business account representative actively listening and learning the needs, goals and challenges of a business. The trained and experienced RCN Business staff then delivers a customized solution. Choice: RCN Business understands that one size does not fit all. The goal is to create a reliable, customized technology solution that contributes to a business’s success and growth. Technology: Technology and customer support are critical to any business. With RCN Business owning and having full control of its network, businesses get local U.S. based operations, faster response times and a continuous monitoring for superior uptime.
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lan, voip, business communication, wan, pbx
    
RCN Business
Published By: SAP     Published Date: May 15, 2015
Forrester’s study yielded four key findings: • High customer expectations have led B2B firms to shift toward rich omni-channel experiences. • Providing a comprehensive omni-channel experience helps ensure customer loyalty. • Merchants will fall behind if they fail to adapt their technology to buyer needs. • Technology investment must be aligned with organizational and process change.
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b2b, omni-channel commerce, ecommerce, customer loyalty, purchasing
    
SAP
Published By: Dynatrace     Published Date: Apr 26, 2017
Digital business accounts for nearly a quarter of the world’s economy today, but many organizations still lack a complete view of the digital customer experience they’re delivering. That lack of clarity impedes business success. In this executive brief, MIT Technology Review describes how DPM can help bridge that gap.
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customer experience, digital perforamnce, it performance, digital experience, digital experience monitoring
    
Dynatrace
Published By: Cisco     Published Date: Apr 20, 2016
Note: Part two of Karen Walker’s blog series continues her insights about Digital Transformation and spotlights how Cisco’s Marketing and Communications team is using technology to transform their function. Excerpt: Today’s marketers are delivering more and more content digitally, but to be effective that digital content can’t just be generic reference material. Rather, effective content must be relevant, timely, and personalized. And its goal should be to create a dialogue with the customer. This is no easy task. It requires investing in marketing technologies that help deliver personalized content with speed and agility. For modern marketers, technology opens the door to new revenue pipelines. Digital platforms and applications combined with data and analytics augment our go-to-market model.
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cisco, digital, marketing, technology, mobile, marketing strategy
    
Cisco
Published By: Red Hat     Published Date: Jun 23, 2016
It’s a digital world and you’re going to have to provide software services, whether to service the internal needs of your business or the demands of your customers. Doing so isn’t optional. The effective use of technology delivers business value.
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digital, technology, best practices, software services, business demands
    
Red Hat
Published By: Red Hat     Published Date: Jun 23, 2016
FICO, a data analytics software company, wanted to diversify into new markets its core offering of providing on-premise software to major corporations. To do this, the company launched FICO Analytic Cloud, a cloud delivery channel that enables FICO to serve organizations of all sizes. FICO Analytic Cloud was first launched in 2013 and provides Platform-as-a-Service (PaaS) access to FICO Decision Management Platform, which allows customers to use FICO tools and technology to create, customize, and deploy applications and services. FICO Decision Management Platform is built on OpenShift Enterprise by Red Hat, which provides the PaaS tools and support FICO needed to rapidly scale the platform and Analytic Cloud.
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technology, data, enterprise, best practices, software
    
Red Hat
Published By: Juniper Networks     Published Date: Aug 10, 2017
Resistance to change is futile. Financial services are becoming more embedded in the banking customer’s everyday life, driving unprecedented levels of change across the industry. The unfolding digital economy is ushering a new era of technology adoption in banking. From cloud to open banking APIs, these play a defining role in enabling banks to create new digital products and services, refresh the bank branch, find new customer segments, and monetize underutilized data and information assets.
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opening banking, api, data, currency, cloud transformation, frictionless banking, business model disruption
    
Juniper Networks
Published By: CA Technologies EMEA     Published Date: Sep 07, 2018
Business applications have become the battleground for customer loyalty. To compete, IT organizations are under pressure to deliver applications faster and with higher quality. Continuous Delivery (CD) of code offers a solution. CD may be paired with DevOps, Agile and other methodologies. However, QA and testing can be an obstacle to CD’s rapid development and deployment of high quality code. Testers and developers must engage in Continuous Testing, continuously testing software for performance, quality and user experience as it’s being developed. Continuous Testing is not a push button process, though. It requires a comprehensive approach. This paper outlines the common challenges to Continuous Testing and highlights results from real users who have used technology to get to succeed with the Continuous Testing process.
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CA Technologies EMEA
Published By: CA Technologies EMEA     Published Date: Sep 11, 2018
Modern solutions like CA PPM continue to raise the bar above last-generation IT demand management tools, continuously providing new features to ease the burden of the PMO, the financial manager, the resource manager and the product manager. In the last few years, new vendors looking to exploit the large and increasingly influential project and portfolio management (PPM) market have developed modules that “snap” into their SaaS platforms. These vendors claim their tools are easy to install, easy to manage and save customers money. It sounds too good to be true. And for most organizations, it is. Carefully consider whether you need a PPM solution that is only capable of providing low-level functionality for the project manager, or if your organization could benefit from PPM technology that provides 360-degree optics across your organization, delivers actionable business intelligence and enables extensive modeling and forecasting capabilities to make data-driven business decisions.
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CA Technologies EMEA
Published By: Intel     Published Date: Apr 11, 2019
The Internet of Things (IoT) unleashes valuable business insights through data that’s gathered at every level of a retail organization. With IoT and data analytics, retailers now have the capability to gather insight into customer behavior, offer more personalized experiences, achieve better inventory accuracy, create greater supply chain efficiencies, and so much more. But with data comes great risk. A recent report by security firm Thales and 451 Research found that 43 percent of retailers have experienced a data breach in the past year, with a third reporting more than one breach.1 Intel® technology-based gateways and Asavie, a provider of next-gen enterprise mobility management and IoT connectivity solutions, offer a security connectivity solution that minimizes the effort and cost to businesses to ensure safety from cybersecurity attacks. In addition, the Intel/Asavie IoT solution provides retailers with a solid basis to build their smart, connected projects:
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Intel
Published By: CA Technologies     Published Date: Jun 09, 2015
Today’s organizations are challenged to be the first to market with ‘The Next Big Thing’. They must innovate with new and unique services to satisfy customer demands and differentiate themselves in the marketplace. Software drives that innovation and has turned every organization into a software organization. This Executive Brief describes how the efficient collaboration between the development and IT operations teams can bring high-quality applications to market as quickly as possible. The CA Application Delivery suite helps organizations achieve collaborative DevOps through innovative technology tools used to: •Accelerate application development by removing constraints with CA LISA® Service Virtualization. •Expedite release time with CA LISA® Release Automation. •Improve application testing and quality with CA LISA® Pathfinder
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CA Technologies
Published By: CA Technologies     Published Date: Jun 09, 2015
To support digital transformation imperatives, organizations are increasingly exploring DevOps style approaches for the continuous delivery of high quality software. Unfortunately, however, many enterprises remain burdened with accumulated technical debt and legacy wasteful practices – waste that can quickly inhibit the flow of value to customers and the business. Lean thinking provides organizations with a framework by which to quickly identify all forms of waste impacting the flow of value, which DevOps practitioners can apply in a software development context to quickly pinpoint and eliminate 8 elements of waste across people, process and technology dimensions. This paper presents the 8 elements of waste framework, strategies needed to identify and eliminate waste, and the metrics needed to measure effectiveness.
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CA Technologies
Published By: IBM     Published Date: Apr 14, 2016
Ovum has produced this Ovum Decision Matrix to identify how the leading customer analytics vendors stack up against each other in terms of their technology, execution of strategy, and market impact.
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ibm, ovum, ovum decision matrix, customer analytics solution, telcos, telecom
    
IBM
Published By: AppDynamics     Published Date: Sep 20, 2017
Every industry is going through digital transformation. Whether retail, manufacturing, media, finance, or software - in order to survive organizations are changing the way they operate in order to meet the demands of today’s connected customers. Whether it’s Uber redefining urban transportation for consumers, Slack enabling teams to collaborate in totally new ways, or Docker rivaling legacy virtualization providers, innovation is being powered by technology, and it’s happening faster than ever before.
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development operations, digital transformation, application, automation, safeguards
    
AppDynamics
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Presumably, service-oriented businesses already have customer relationship management (CRM) and business process management (BPM) systems in place that create workflows and processes. However, traditional systems aren't enough - they often result in blind spots in the completion of work processes. To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to manage these efficiency gaps - to effectively assign work and monitor completion. In other words, you need workload management. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues as well as: • Create a holistic view • Increase flexibility • Reduce cost • And more
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Enterprise Workload Management gets the right work to the right person at the right time, eliminating the outdated manual distribution of work model. Enterprise Workload Management finally gives organizations the ability to correlate the work that customer service interactions create in the front office -- with the best resource within the organization required to complete that work in the back office. Enterprise Workload Management ensures that the highest priority work is being handled by the right resource, and gives managers real-time visibility into when the work will be completed, as well as reports that show the outcomes of the work. Customers get notified when an order or application is processed instead of waiting to hear or having to repeated call back. Employees get specific coaching and training plans based on the results of their work.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Changes in customer behavior and expectations are causing organizations to make dramatic shifts in how they engage with customers. The requirements for a world-class contact center in this new environment have also shifted. In this white paper you’ll find five key steps to keep in mind when building a world-class contact center in today’s rapidly changing customer landscape.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Dell     Published Date: Feb 02, 2018
Technology is quickly moving to the forefront of business priorities as organizations undertake digital and IT transformation projects that enable strategic differentiation in a world where users leverage applications and data in new ways. Organizations in all industries must better align with changing customer preferences to avoid being disrupted by a new crop of nimble competitors. Technology will increasingly determine how businesses define and distinguish themselves in the market. IDC has noted that 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 an IT transformation initiative to modernize and automate their legacy infrastructure to prime themselves to achieve their digital business goals and initiatives
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Dell
Published By: CA Technologies     Published Date: Jun 04, 2015
To support digital transformation imperatives, organizations are increasingly exploring DevOps style approaches for the continuous delivery of high quality software. Unfortunately, however, many enterprises remain burdened with accumulated technical debt and legacy wasteful practices – waste that can quickly inhibit the flow of value to customers and the business. Lean thinking provides organizations with a framework by which to quickly identify all forms of waste impacting the flow of value, which DevOps practitioners can apply in a software development context to quickly pinpoint and eliminate 8 elements of waste across people, process and technology dimensions. This paper presents the 8 elements of waste framework, strategies needed to identify and eliminate waste, and the metrics needed to measure effectiveness.
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CA Technologies
Published By: CA Technologies     Published Date: Jun 04, 2015
Three key market dynamics are currently driving the need for transformation in almost every industry: 1) The need to leverage digital technologies to drive the core business 2) Next generation online consumers and socially networked buyers 3) The financial crisis Companies are under tremendous pressure to bring digital technologies at the center of their business to remain competitive, innovate, create new revenue streams, and drive greater customer intimacy. As a result the need to leverage technology to significantly reduce the cost of going to market while driving growth has led to increasing interest in software-based business models.
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CA Technologies
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