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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: Larsen & Toubro Infotech(LTI)     Published Date: May 30, 2019
US Based leading multinational mass media conglomerate had high volume of actionable tickets open for resolution and other related challenges for which LTI helped in building an event correlation system to find out the Root Cause Analysis of multiple events and analyse number of tickets. This was achieved by leveraging Mosaic Decision platform for processing. Benefits i. 60% reduction in incidents ii. 40% Time saved Download full case study.
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Larsen & Toubro Infotech(LTI)
Published By: Larsen & Toubro Infotech(LTI)     Published Date: May 30, 2019
US Based leading multinational mass media conglomerate had high volume of actionable tickets open for resolution and other related challenges for which LTI helped in building an event correlation system to find out the Root Cause Analysis of multiple events and analyse number of tickets. This was achieved by leveraging Mosaic Decision platform for processing. Benefits i. 60% reduction in incidents ii. 40% Time saved Download full case study.
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Larsen & Toubro Infotech(LTI)
Published By: Cisco     Published Date: May 24, 2019
The Cisco Solution Support is part of the high-value services offering. Whether you have an issue with a Cisco product or one from a solution partner, just call us. We centralize support through our solution experts who own your case from first call to resolution. Your complex issues are solved on average 43% faster than with product support alone.
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Cisco
Published By: Larsen & Toubro Infotech(LTI)     Published Date: Mar 28, 2019
US based leading multinational mass media conglomerate had high volume of actionable tickets open for resolution and other related challenges for which LTI helped in building an event correlation system to find out the Root Cause Analysis of multiple events and analyse number of tickets. This was achieved by leveraging Mosaic Decision platform for processing. Download complete case study.
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Larsen & Toubro Infotech(LTI)
Published By: Spectrum Enterprise     Published Date: Mar 22, 2019
Mirazon improves service delivery and customer experience for cloud and virtualization services supported with fiber Internet. A scalable cost model provides the flexibility to serve clients large and small. Mirazon also provides faster response and problem resolution for off-site client backup and managed service solutions, and uses reliable, high-network quality Unified Communications applications to improve customer collaboration.
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Spectrum Enterprise
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: 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: Dell EMC & Intel     Published Date: Sep 06, 2018
For organisations that aim to modernise their IT environments and limit operational risks that can incur costs, IDC recommends making data protection initiatives a top priority. Modernise data protection to cut IT costs and advance IT Transformation. Modern data protection enables organisations to shrink data backup and recovery windows , which means fewer security breaches and faster resolutions when they do happen. To truly transform IT, modernise your data center to increase IT efficiency and shed technical debt while protecting your bottom line. Drive IT Transformation and results with leading enterprise solutions from Dell EMC powered by Intel®.
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Dell EMC & Intel
Published By: Hewlett Packard Enterprise     Published Date: Aug 23, 2018
HPE Nimble Storage has broken away from convention and transformed how storage is managed and supported with the HPE InfoSight predictive analytics platform. HPE engaged ESG to conduct a quantitative survey of the HPE Nimble Storage installed base, as well as non-HPE Nimble Storage customers, to better assess how HPE InfoSight positively impacts customer environments. Both HPE InfoSight telemetry data and ESG’s quantitative survey data show that the benefit delivered to HPE Nimble Storage customers is significant, driving: • 79% lower IT operational expenses. • 73% fewer trouble tickets in the environment, which are resolved faster. • 85% less time spent resolving storage-related trouble tickets. • 69% faster time to resolution for events that necessitate level 3 support. • The ability to manage and troubleshoot the entire infrastructure environment from a single, intelligent platform.
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Hewlett Packard Enterprise
Published By: Dell EMC     Published Date: Aug 07, 2018
The media and entertainment industry was valued at $1.81 trillion in 2016, and is expected to reach $2.14 trillion by 2020. Activities within this industry have grown over the last couple of years, and now range from creating content for movies, TV and games, to delivering that content. This is increasingly performed via on-demand data networks rather than traditional over-the-air broadcasting, watched over high resolution displays that enhance the overall viewing experience of the user, and even the latter is being delivered from the same storage repositories. Media production is also now prevalent in areas not traditionally associated with this activity, such as training, museums, and education.
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Dell EMC
Published By: BlackLine     Published Date: Aug 06, 2018
BlackLine Account Reconciliations drives financial close accuracy by automating and standardising the reconciliation process. Quickly import transactions and balances from any ERP and compare it to source data to ensure completeness and accuracy. Automatically identify differences and focus your attention on discrepancy research and resolution. Consolidate all comments and supporting documents in one centralised repository, and gain visibility into your reconciliation process. Eliminate the manual financial close process and work smarter with BlackLine’s automated account reconciliation system.
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BlackLine
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: 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: 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: Cisco EMEA     Published Date: Mar 05, 2018
The Cisco® Incident Response team is led by elite security specialists who can uncover the source of threats by analyzing and synthesizing intelligence from multiple sources. These sought-after specialists consistently deliver resolution in a shorter timeframe, returning businesses like yours to normal. Fast. To find out more about Cisco Incident Response Services download this whitepaper today.
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security, research, analyze, investments, cisco
    
Cisco EMEA
Published By: LogMeIn     Published Date: Feb 27, 2018
24/7 Self-Service Support Center: Bold360 ai’s 24/7 context driven support center was implemented, allowing users to instantly discover relevant content from the smart knowledge database. Dynamic FAQs displayed trending topics in real-time to speed up customer resolution and discoverability. Real-Time Customer Analytics highlight unanswered questions, giving Premium Credit instant visibility of missing topics, questions driving ticket volume, and more.
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customer, support, faq, credit
    
LogMeIn
Published By: Genesys     Published Date: Feb 22, 2018
Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact center platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: • Identify process changes and goals with lines of business • Benchmark your current infrastructure and technology gaps • Consider cloud omnichannel solutions for easier deployments and simple scalability
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frost & sullivan, customer engagement, contact center, omnichannel
    
Genesys
Published By: OracleSMB     Published Date: Jan 04, 2018
Your HR group should focus on so much more than hiring, firing, and conflict resolution/management. It can play a huge role in the long-term success of your business. Why? Because every person and process involved in HR focuses on your company’s single greatest asset—your talented employees. A powerful HR function is vital to achieving business goals. Get started now; download this ebook and learn five ways to turn HR into a key driver of long-term success.
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OracleSMB
Published By: Oracle Dyn     Published Date: Dec 06, 2017
In this eBook, we’ll make the case for why you need to rethink DNS from several different and important perspectives. The first is to rethink your DNS choices. Choices around solutions, vendors and configurations that were made several years ago may no longer be optimal in today’s environment. The second is to rethink the importance of DNS for building digital resilience, including the need for a secondary DNS configuration. The third is to rethink the value of DNS as it has evolved to be so much more than simple domain name resolution. Modern DNS with intelligent response capabilities continues to open up new opportunities for traffic steering across hybrid resources.
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scalability, dynamic network, dns, world wide, point of presence, pop, hardware, systems
    
Oracle Dyn
Published By: Oracle     Published Date: Nov 30, 2017
In this eBook, we’ll make the case for why you need to rethink DNS from several different and important perspectives. The first is to rethink your DNS choices. Choices around solutions, vendors and configurations that were made several years ago may no longer be optimal in today’s environment. The second is to rethink the importance of DNS for building digital resilience, including the need for a secondary DNS configuration. The third is to rethink the value of DNS as it has evolved to be so much more than simple domain name resolution. Modern DNS with intelligent response capabilities continues to open up new opportunities for traffic steering across hybrid resources.
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scalability, dynamic network, dns, world wide, point of presence, pop, hardware, systems
    
Oracle
Published By: Q2 eBanking     Published Date: Oct 24, 2017
The proliferation of fraud is an unpleasant reality. But the dispute management workload that fraud creates doesn’t have to be as unpleasant, or as unmanageable, as it is today.
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Q2 eBanking
Published By: Hewlett Packard Enterprise     Published Date: Oct 23, 2017
To better understand how companies are finding the unique, hybrid cloud architectures that best meet their needs, we interviewed executives at companies that had reduced or changed their use of managed or cloud IaaS or that chose to avoid the public cloud in the first place. These companies include retail, social media, healthcare, financial services, and public sector companies. Some of these companies were born in the cloud while others transitioned from traditional IT infrastructures. Company sizes ranged from 300 employees to more than 300,000.
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it infrastructure, operations professionals, digital experience, time to resolution, cloud, iaas
    
Hewlett Packard Enterprise
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: 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
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