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Published By: Adobe     Published Date: Nov 07, 2013
SPAR Austria Information and Communication Services taps powerful content management and publishing capabilities in Adobe Experience Manager to enhance digital marketing strategies
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adobe, spar, business services, integrated online experiences, spar austria, leading food retail, household consumer goods, multichannel marketing strategy
    
Adobe
Published By: Pure Storage     Published Date: Sep 27, 2019
At no other time has data played such a crucial role in the success of our commercial sector, and no more so than in financial services. We can see this powerfully illustrated when we pause to consider the growth of data driven ‘technologies’ such as Artificial Intelligence and their prevalence in driving innovation in areas such as risk management, multi-channel customer experience and fraud detection. So keen is the sector to use data to deliver advantage, that PwC says startups with a strong AI-based offer attract some of the most lucrative funding – to the tune of $1 billion over the past two years.1 With this as our landscape, and the continued drive to deliver data-driven innovation the prospect of disruption and downtime is something that cannot be countenanced. This being the main reason why the senior management of most organisations continue to buy into tried-and-tested Disaster Recovery (DR) strategies. We all feel assured that if we ‘double up’ our investments in – as f
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Pure Storage
Published By: Workday     Published Date: Mar 02, 2018
Today’s banks, credit unions, asset management firms, lending companies, and other financial services businesses operate in a highly competitive and regulated environment. Servicing clients, introducing new products and channels, and opening new markets as well as having insight into your loans, investments, and deposits is critical to your bottom line. At the same time, employing the right people is what drives your future. Workday provides financial management, human capital management, and planning/ budgeting in a single cloud-based system to support your needs.
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bank, credit unions, financial services, cloud-based system
    
Workday
Published By: Genesys     Published Date: Jun 11, 2013
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
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value-added, customer service, media, voice, strategy, multichannel, people management, process
    
Genesys
Published By: Zendesk     Published Date: Jan 19, 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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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most businesses: How can you anticipate which channels a customer will need or want, and how can you determine whether these channels will be efficient for your organization? The short answer is: you do. Customers want the ability to contact businesses in more than one way, and they expect each brand interaction to be consistent with the one before and after. Learn how with Zendesk's Omnichannel solution.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 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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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Jan 19, 2018
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience. According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out. Learn how you can plan your customer service organization more strategically and maximize your business' efforts.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Aspect Software     Published Date: Nov 06, 2014
Download Aspect’s newsletter, “Serving and Engaging the Digital Consumer - from Self-Service to Agent-Assisted” for insights on how the cloud, omni-channel communications and mobility are revitalizing customer self-service. Included is a complete copy of the latest Gartner Marketscope for IVR Systems and Enterprise Voice Portals, which provides insights on the state of the market and top vendors. Download to learn more!
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aspect, digital consumer, self service, voice response market, it leads, ivr investments, omni channel, omnichannel
    
Aspect Software
Published By: Zendesk     Published Date: Aug 22, 2017
Shopping around for customer support software? Here’s our cheat sheet with over 50+ questions to ask each vendor in your RFP. We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
This Magic Quadrant examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel. Learn how Zendesk can fit the needs of your Customer Support team.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Zendesk helps its customers increase agency efficiency and CSAT ratings, improve ROI, and more. Use our Forrester estimator to calculate the economic benefits Zendesk can bring.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Happy customer support agents will not only provide a better customer experience but stay with your organization longer. This article focuses on how to improve the way your business interacts with support agents.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
If you provide a negative experience to a customer, not only are they more likely to tell their friends and colleagues, they may abandon you for a competitor. This article focuses on how to improve the way customers interact with your business.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 22, 2017
Learn how top companies and organizations use Zendesk to tailor their support, try out new ideas, and improve their relationships—all at scale.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 31, 2017
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. It’s a paradoxical challenge for companies, one brought about by increasing levels of consumer expectations and the fast changing technical landscape of customer communications. Learn how you can provide personalized customer service in a rapidly changing technical landscape with Zendesk.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: Zendesk     Published Date: Aug 31, 2017
In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal
    
Zendesk
Published By: FICO EMEA     Published Date: May 31, 2019
: FICO commissioned an independent research study by TM Forum to look at how global telecommunication providers are using (and plan to use) machine learning and advanced analytics to improve the customer experience in credit risk and beyond. This in-depth report includes key insights from a global survey as well as executive interviews with leading communication service providers such as Telstra, Vodafone, Sky, Globe Telecom, and BT on their vision for leveraging artificial intelligence to stop fraud, better engage customers across channels, improve risk management, and drive collection results. Read this report to understand: o What CSPs see as the biggest drivers for deploying advanced analytics over the next two years o How and where BT, Globe Telecom, Vodafone UK, Sky and Telstra are using analytics, from marketing through origination o The opportunities and pitfalls around financing devices as opposed to or in addition to subsidising them o The scope for analytics to improve c
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csp, advanced analytics, telco, improve credit risk, reduce fraud loss
    
FICO EMEA
Published By: Salesforce.com     Published Date: Feb 12, 2014
According to Gartner, 50 percent of all new IT service desk tool purchases will utilize the cloud model by 2015. Yet service delivery via the cloud can adversely affect IT’s ability to meet an organization’s requirements. The adoption of cloud-based solutions demands that the business take a look at the skills needed for success, the delivery channels that must be realigned, and the potential effects on the business. With these issues in mind, is it worth venturing into the cloud? The market has been and will continue to be inundated with a plethora of IT service management (ITSM) vendors creating solutions dedicated to supporting cloud-based service management. In this article, we discuss why this is the case, as well as the benefits an organization can achieve by moving to a cloud-based environment.
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it service management, cloud platform, collaboration, it service management, saas, it help desk, productivity, it assistance
    
Salesforce.com
Published By: Microsoft     Published Date: Jul 20, 2018
Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by shifting some or all their management and operations from on-premises, hosted, and outsourced implementations to Azure’s infrastructure-as-a-service (IaaS) offering. The purpose of this study is to give readers a framework to evaluate the potential financial impact, or ROI, of leveraging Azure IaaS for their organizations. Benefits gained by interviewed customers that migrated or re-architected some or all workloads from on-premises to IaaS include: › Greater revenue opportunities from business-to-business (B2B) and customer web channels with a solution that is more mobile and reliable, and meets scale and seasonality needs. › Increased profits from those revenues. › Improved production efficiency. › Reduced datacenter, IT resource, and outsourcing costs. › Easier and faster software and hardware management (such as p
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Microsoft
Published By: Art Technology Group, Inc     Published Date: Feb 02, 2009
Written by: Forrester Research and Sponsored by:  Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
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art technology group, importance of customer service, necessity of customer service, customer retention, proactive chat, agent-customer co-browsing, online customer communities, unified communications
    
Art Technology Group, Inc
Published By: Ping Identity     Published Date: May 05, 2009
With the success of single sign-on (SSO) inside the enterprise, users are calling for interoperability outside of the enterprise’s security domain to outsourced services, including business process outsourcing (BPO) and software as a service (SaaS) providers, and trading partners, as well as within the enterprise to affiliates and subsidiaries. Learn more today!
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pingidentity, sso, standards-based, web 2.0, identity enabled, browser-to-server, soap, saml
    
Ping Identity
Published By: Numara Software     Published Date: Jul 09, 2009
With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!
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numara, footprints, service excellence, customer experience, hosting service, call center, it service management, call volume
    
Numara Software
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