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Published By: Pega     Published Date: Sep 11, 2015
Download thsi white paper to learn how financial institutions can implement full end-to-end compliance and risk management through Pega BPM: -Transforming compliance from burden to benefit -Ensuring KYC, Suitability and Affordability compliance -Managing and measuring complaints to resolution -Providing governance, control and transparency around new products -Agility to extend to new risks and regulatory requirements -One common platform with specialized rules by regulatory requirement, geography and risk type
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Pega
Published By: Comcast Business     Published Date: Nov 04, 2016
Technology has provided its share of pros and cons for the financial services industry. On one hand, it has created a level of transparency between customers and their financial health, giving them access to their account information and enabling them to apply for loans, transfer funds, pay bills and withdraw funds with the click of a mouse or the push of a few buttons. On the other hand, it has changed consumers’ expectations regarding banking as a whole, expecting a level of service other online sites provide, such as immediate customer assistance and problem resolution.
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Comcast Business
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: LogMeIn     Published Date: Oct 08, 2015
This report defines the recommended technology stack for field services, as well as listing the top-installed vendors in each technology category.
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video collaboration, technology stack for field services, technology, field services, technology, on-demand, byod, real-time support, video collaboration
    
LogMeIn
Published By: CDW     Published Date: Nov 05, 2013
A software audit can be either an internal process, executed by an in-house team or consultants, or it can be done externally, by the vendor. If done internally, the results are used by the organization to check what software is installed across the network, how the software is being used and how this usage compares with the entitlements owned by the organization. If you haven’t already been audited—get ready; it’s not a case of if, but when.
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cdw solutions, software audit, software publisher, end user license agreement, eula, asset management, conduct self-audits, desktop deployment, prepare for audits, internal audits, enterprise applications, enforced vendor audit, immediate resolution
    
CDW
Published By: Viavi Solutions     Published Date: Apr 14, 2017
VoIP’s extreme sensitivity to delay and packet loss compared to other network applications such as web and e-mail services, presents a real challenge. A basic understanding of VoIP traffic and of the quality metrics provided by VoIP monitoring tools will help keep your network running smoothly. Follow our 10 VoIP best practices to ensure quality service for your network. This white paper guides you through the essentials of VoIP troubleshooting, including common problems and the metrics you should employ to fix and prevent them. You’ll learn how these metrics relate to one another and to overall VoIP health. You’ll also learn the best practices for keeping your VoIP network flowing smoothly, your time-to-resolution low, and end users happy.
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sensitive information, data protection, network security, asset protection, network performance, network analysis, troubleshooting solutions
    
Viavi Solutions
Published By: Genesys     Published Date: Dec 20, 2018
Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: • Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI • 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance • In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year • Europe
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Today’s customers want fast, hassle-free, personalized interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to: Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimize employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolution Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation.
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Genesys
Published By: Jive Software     Published Date: Feb 24, 2014
Want to rein in support costs without sacrificing service quality and customer satisfaction? You can. New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.
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jive, customer service, customer service costs, spend management, customer service communities, social business, social business services, peer-to-peer support, call deflection, productivity, collaboration, integration, it management
    
Jive Software
Published By: salesforce.com     Published Date: May 30, 2013
At their most basic level, CRM CEC applications handle a wide range of tasks, including engaging customers and prospects across multiple channels, and handling trouble ticketing, order management, case management, advisory services, problem diagnostics and resolution, account management, and returns management.
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salesforce, crm, service cloud, cec, customer engagement, engagement center, engaging customers
    
salesforce.com
Published By: ThousandEyes     Published Date: Aug 04, 2017
Learn how to monitor key IPv6 services such as DNS resolution, BGP routing and IP transit.
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network performance, information technology, ip transit, dns resolution
    
ThousandEyes
Published By: Riverbed DE     Published Date: Oct 16, 2017
Think SD-WAN is the panacea for modern networking? While there’s no doubt that SD-WAN technology is absolutely necessary to support the rapid innovation required by today’s cloud-first enterprise, it is just one of many capabilities that make next-generation networking possible. Read this eBook to learn how to take your enterprise network to a best-practices level with a complete solution that includes: • Cloud-grade SD-WAN to automate connectivity and orchestration across hybrid WANs, cloud networks, and remote branch LANs/WLANs. • Rich visibility into heavily-encrypted environments for an end-to-end view of performance and fast resolution of problems. • Built-in optimization that unifies application acceleration and SD-WAN network services for complete control over application performance.
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cloud networking, wan, network services, application performance, technology
    
Riverbed DE
Published By: Microsoft     Published Date: Jul 20, 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. Regardless of industry, service organizations are a customer engagement focal point for brands around the world. Our r
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Microsoft
Published By: Citrix Online     Published Date: Jun 09, 2010
This new white paper examines key challenges facing customer support organizations and explores the many advantages of collaborative remote support, including ad hoc training, faster first-contact resolution and an improved customer experience.
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citrix gotoassist, corporate remote support, customer service, loyalty rentention, desktop management, manager monitoring
    
Citrix Online
Published By: Cherwell Software     Published Date: Jan 28, 2019
Leading Cancer Center Implements Lean Service Desk to Provide Vital Support to Medical Staff Learn how the IT team at Seattle Cancer Care Alliance built a brand new service desk from scratch in just five months. Key improvements include significant time savings via quick and easy workflow automation; faster issue resolution and response times due to real-time dashboards; and a new culture of continuous improvement surrounding the implementation of lean methodologies and ITSM best practices.
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Cherwell Software
Published By: MobileForce Software     Published Date: Nov 19, 2014
ESG is seeing a new focus on platforms designed to support both development and integration. The need to address integration is akin to the elephant in the room—everyone is aware of the situation but nobody has a good way to resolve it. The siloed heterogeneous environment that defines IT today needs a pragmatic approach to bringing together application integration and mobilization. However, the resolution to the integration problem cannot just be addressed from a data or messaging perspective. Context and process is needed to bind these systems together in a meaningful way.
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integration, enterprise application, mobilization, development, data, messaging perspective, platform
    
MobileForce Software
Published By: Numara Software     Published Date: Jul 16, 2009
Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
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help desk, track it, numara, customer management, best practices, customer satisfaction, self service, knowledge management, asset, work order, request management, alerts, sla, service level agreement, performance evaluation, dashboard
    
Numara Software
Published By: Citrix Online     Published Date: Jul 01, 2010
This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.
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citrix online tech, best practices, first-contact resolution, performance driver, fcr, support centre, tco, problem management, measurement, roi
    
Citrix Online
Published By: Citrix Online     Published Date: Aug 09, 2010
This series takes you through the many issues that plague the modern help desk, and states the case for implementing user-centric remote support.
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citrix, gotoassist, remote support, help desk, configuration, service delivery, return on investment, roi, mobile worker, performance measure
    
Citrix Online
Published By: IBM     Published Date: May 02, 2014
Your Big Data Stampede includes an assessment to identify the high value starting points with Big Data. We work with you to unearth trouble areas and complex problems for resolution through leveraging Big Data. Read this data sheet to learn more.
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ibm, big data, big data success, big data platform, big data stampede, high value, assessments, big data solutions, transfer knowledge, skills enablement, enablement and success, minimize barriers, it management, data management, data center
    
IBM
Published By: Esker     Published Date: Jan 21, 2016
EDI solutions may be far from perfect, but their positive impact on the speed, accuracy and efficiency of order processing is unquestionable. There's just one rather large exception... exceptions. Learn how to simplify EDI exception handling by downloading this not-so-technical EDI order processing handbook. You'll discover added values that automation brings to EDI order processing, such as: - Faster resolutions involving less complexities - Reduced needs for IT involvement - Easier access to orders in the EDI workflow - Improved forecasting via intelligent dashboards Learn more about EDI and handling exceptions with order processing automation — download the handbook now!
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esker, edi order processing, edi solutions, it management, networking, software development
    
Esker
Published By: Oracle     Published Date: Nov 13, 2013
Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.
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zenithoptimedia, oracle, web self-service, customer service, customer satisfaction, social support sites, customer needs, personalized web content, fast resolution, collaborative self-service, social tools, customer retention, consumer input, outbound communication
    
Oracle
Published By: IBM     Published Date: Mar 05, 2014
IBM Big Data Stampede fuses the strength of IBM’s services, products and skills to minimize the barriers of Big Data initiatives and provide organizations with quick success. Your Big Data Stampede includes an assessment to identify the high value starting points with Big Data. We work with you to unearth trouble areas and complex problems for resolution through leveraging Big Data. Read this data sheet to learn more.
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ibm, ibm big data big data, information management, data management, big data technology, business analytics, insights, acceleration, productivity
    
IBM
Published By: Idera     Published Date: Sep 03, 2013
Corruption and other data integrity issues can be scary to deal with, but if you follow the advice and tips provided in this whitepaper, you will limit your exposure to corruption and always be able to take the quickest route to resolution with minimal or no data loss and minimal downtime. Just remember to stay calm and walk through the steps
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idera, sql, sql server, data validation processes, data integrity, corruption
    
Idera
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