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Published By: Zendesk Ltd     Published Date: Sep 11, 2018
Customers have caught on that support interactions are getting better. When they reach out, they’ve come to expect an instant response that says “we’re here for you”. When they want information, it’s expected to be accurate, up-to-date, and easily accessible. Essentially, they come to expect efficiency during support interactions. As a result, businesses are becoming more cognizant of their self- service offerings. Customers want to be left feeling empowered; it’s even better when they can do so on their own. Self-service saves time for agents, cuts down on organizational costs, and leaves the customer with a positive outlook of a brand. This eBook delves into how AI can enhance your customer self-service offerings with automatically-generated knowledge bases, content cues for your service agents, and chatbots.
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customer service, customer experience, artificial intelligence, chatbots, self-service
    
Zendesk Ltd
Published By: Workday France     Published Date: Sep 27, 2018
Alors que de nombreuses entreprises s'efforcent toujours de cerner ce que la transformation digitale signifie pour elles, les DSI ont clairement une occasion extraordinaire de prendre en main le pilotage de l'innovation pour leurs organisations. Ce rapport examine la transformation digitale telle qu'elle est perçue par le DSI, ce qu'elle signifie réellement et quelques étapes concrètes pour y parvenir. Lisez ce rapport pour découvrir les avis d'anciens DSI et d'autres toujours en exercice, d'universitaires, d'experts du secteur, ainsi que d'autres acteurs qui ont été témoins de l'émergence de la transformation digitale et qui partagent leurs recettes du succès.
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Workday France
Published By: Workday France     Published Date: Sep 27, 2018
: Dans le paysage informatique d'aujourd'hui, de nombreuses entreprises envisagent d'adopter une solution Cloud. Mais, étant donné le nombre important d'éditeurs qui proposent des solutions SaaS, comment identifier ceux qui vous permettront de bénéficier des véritables avantages de ce modèle ? Quelles sont les caractéristiques à prendre en compte lorsque vous envisagez d'adopter une solution SaaS, et quels impacts peut-on en attendre ? Dans ce livre blanc consultable gratuitement, vous découvrirez : Ce qui définit le mode SaaS Comment distinguer les fournisseurs d'une véritable solution SaaS et les autres ? La question de la sécurité Les économies potentielles que votre entreprise peut réaliser Comment déterminer si votre entreprise être prête à aller vers le mode SaaS Ce livre blanc s'adresse aussi bien aux professionnels de l'informatique qu'à toute personne cherchant à comprendre les concepts de base du SaaS.
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Workday France
Published By: Cisco Umbrella EMEA     Published Date: Oct 12, 2018
Attacks have many phases. Before launching, the attacker needs to stage internet infrastructure to support each phase. Two early phases are to redirect or link to a malicious web domain or send a malicious email attachment. For the former, most attacks leverage exploit kits (e.g. Angler) as the first stage before dropping the final payload. Cisco Umbrella effectively blocks initial exploit and phishing domains. Unlike appliances, our cloud security platform protects devices both on and off the corporate network. Unlike agents, the DNS layer protection extends to every device connected to the network — even IoT. Umbrella truly is the easiest and fastest layer of security to deploy everywhere. Download today to find out more.
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Cisco Umbrella EMEA
Published By: e-SignLive     Published Date: Oct 11, 2013
While we tend to think about mobility largely as a consumer phenomenon, it is also changing how the workforce carries out business. With so much being done beyond traditional office walls, many insurance companies, financial service organizations and even government agencies are adopting mobile tablets and smartphones as productivity tools for agents, representatives and personnel, and developing enterprise apps for these devices.
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ipad, mobility, apple, e-signatures, esign
    
e-SignLive
Published By: Information Builders     Published Date: Sep 24, 2008
Business Intelligence helps retailers, warehouse staff, customer services agents, and your value chain realize new innovations, improve margins, and propel profits to new heights. Learn how Ace Hardware, Food Lion, and others leverage our software.
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information builders, infobuilders, business intelligence, soa, roi, crm, marketing value
    
Information Builders
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: Zendesk     Published Date: May 31, 2018
Be always on with your customers; wherever they are. With Zendesk Chat, your customer agents can engage with customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.
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Zendesk
Published By: Zendesk     Published Date: Oct 23, 2018
Zendesk Support helps you improve relationships with your customers and provide them with a seamless experience. Improve customer satisfaction, increase agent productivity, scale your support operation, and better manage your team. Watch the demo and take advantage of your support efforts to benefit your entire company.
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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: 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: Freshdesk     Published Date: Aug 15, 2016
Every helpdesk agent at every customer support team, anywhere in the world, dreams about Inbox Zero. However as most businesses grows from just a handful of support queries to hundreds of customers chocking the support hotline, they make the mistake of going on a hiring binge to reach that elusive promised land. The only problem? Hiring more support staff may not be the best way to scale up your customer support. This whitepaper talks about how you can scale your customer support without blindly scaling the team, with tips, ideas and insights like: - How to puncture the customer support hot-air balloon - Proactively identifying red flags and overloads - Top 4 things to know before you hire - Monitoring, understanding and reporting support trends - Tips to streamline your support process
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Freshdesk
Published By: LogMeIn     Published Date: Mar 19, 2015
In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings. This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.
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remote support, customer care, customer experience, customer service, remote devices, cost, productivity, crm & customer care, marketing research
    
LogMeIn
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: Ixaris OTA     Published Date: Jan 25, 2018
Travel agents, tour operators and travel wholesalers are typically spending thousands in unnecessary costs each year. And in a fiercely competitive market operating on high volumes and low margins, ensuring efficiency with sales and purchasing systems is no easy task. Especially when it comes to payments. If you want to find out where you’re losing money, how efficient your platform really is and the simple way to eliminate these costs, read this white paper. It explores the top three areas where you could be overspending. And it reveals the statistics behind your unnecessary costs – giving you the information you need to save money and drive efficiency.
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Ixaris OTA
Published By: IBM APAC     Published Date: Nov 22, 2017
Using IBM Watson’s cognitive capabilities, companies can quickly differentiate their customer service quality by being more pro active and responsive to customer needs. Simply put, chatbots and virtual agents are the future of customer interactions. Building apps from scratch that incorporate natural language processing, speech to text recognition, visual recognition, analytics, and artificial intelligence requires broad expertise in these disciplines, large staffs, and a huge financial commitment. Making use of IBM Watson cognitive services brings these capabilities in-house quickly and without the capital investment that would be needed to develop the technologies within an organization.
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decision making, deeper data, insights, cognitive, analytics, ibm, watson, virtual agents
    
IBM APAC
Published By: MobileIron     Published Date: Feb 17, 2015
Agent-based security solutions such as anti-virus software rely on controlling all processes on a system. This approach breaks in sandboxed environments as one process cannot control other aspects of the system. To secure mobile, IT has to replace traditional PC management tools with purpose-built enterprise mobility management (EMM) Platforms, designed to enable end-user productivity while securing apps, content and devices.
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mobile, open file architecture, mobileiron, security, sandboxed
    
MobileIron
Published By: Kaspersky Lab Australia and New Zealand     Published Date: Jun 09, 2016
This white paper explains the benefits of using Kaspersky Security for Virtualization and its Light Agent technology.
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security application, virtualisation, security, kaspersky, security solutions
    
Kaspersky Lab Australia and New Zealand
Published By: Cisco     Published Date: Jun 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
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Cisco
Published By: SAP     Published Date: Sep 19, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: SAP     Published Date: Sep 28, 2017
Everything is changing in retail. Stores are becoming an omni channel experience; fulfilment and service centers and smart showrooms are enabling endless-aisle commerce. eCommerce and mobile customer experiences are changing retail, as retailers are now entering the third generation of ecommerce, in which IDC identifies eight core capabilities at the heart of the transformation of key operating models. Omni-channel fulfilment practices and new merchandise planning archetypes are emerging to drive profit, and retail technology is fundamentally changing, as digital transformations take shape in the industry. Websites, smartphones, the Internet of Things (IoT), and wearables change customers and their journeys, while 3D printing changes value chains and products, while IoT changes products, stores, and logistics, and artificial intelligence (AI), probably the most pervasive agent of change, will underpin new levels of customer individualization and workforce efficiencies.
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business models, innovation, omni channel, ecommerce, commerce platform, retail
    
SAP
Published By: CA Technologies     Published Date: Jun 27, 2014
Développement et production sont sur de mauvaises voies. Le développement se concentre sur des innovations plus rapides et sur la mise en oeuvre de nouveautés. La production a quant à elle pour objectif la stabilité, le contrôle et la prévisibilité. Souvent, ces deux équipes ne dépendent pas des mêmes personnes dans l’organisation. Elles semblent évoluer sur deux voies différentes. Peu importe la vitesse à laquelle elles avancent, elles ne se rencontrent jamais. Seules, les équipes de développement et de production IT auront souvent du mal à communiquer, encore plus à collaborer, et resteront engluées dans des processus manuels. Résultat : des employés qui ne travaillent pas bien ensemble, des logiciels qui ne fonctionnent pas de manière fiable et des clients qui envisagent d’aller voir la concurrence. Vous voilà peut-être coincé dans ce que nous appelons un « noeud de dysfonctionnement.
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devops, software development, production, devops journey, devops advice
    
CA Technologies
Published By: Oracle     Published Date: Aug 08, 2013
RightNow's focus on integration; streamlined handoffs between low-assisted, medium-assisted, and high-assisted interactions; and focus on agent productivity arm companies with what they need to improve their customer service on an ongoing basis.
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best practices, customer service, oracle, crm, rightnow
    
Oracle
Published By: Oracle     Published Date: Aug 15, 2013
RightNow's focus on integration; streamlined handoffs between low-assisted, medium-assisted, and high-assisted interactions; and focus on agent productivity arm companies with what they need to improve their customer service on an ongoing basis.
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best practices, customer service, oracle, crm, rightnow
    
Oracle
Published By: Ixaris     Published Date: Jan 25, 2018
Why travel agencies are losing 20% of their profits to unnecessary costs. Travel agents, tour operators and travel wholesalers are typically spending thousands in unnecessary costs each year. And in a fiercely competitive market operating on high volumes and low margins, ensuring efficiency with sales and purchasing systems is no easy task.
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Ixaris
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