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Published By: TIBCO Software     Published Date: Jul 22, 2019
Global producer of polycrystalline silicon for semiconductors, Hemlock Semiconductor needed to accelerate process optimization and eliminate cost. With TIBCO® Connected Intelligence, Hemlock achieved centralized, self-service, governed analysis; revenue gains; cost savings; and more. Fueled by double-digit growth in the markets it serves, Hemlock Semiconductor is adapting to the increasing commoditization within the polysilicon industry and better positioning itself to compete. A key factor in this plan is to equip process-knowledgeable personnel with the skills and tools to accelerate delivery of process optimizations and associated cost elimination. Hemlock turned to a TIBCO® Connected Intelligence solution to address the challenges. By implementing TIBCO Spotfire® and TIBCO® Streaming analytics, TIBCO® Data Science, and TIBCO® Data Virtualization, the company created more self-service analytics. Adding TIBCO BusinessWorks™ integration let the company realize the vision of connect
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TIBCO Software
Published By: MicroStrategy     Published Date: Nov 05, 2019
A&BI platforms are transitioning from delivering simple, manual self-service to supporting more advanced, automated analytic use cases via growing, augmented, ML-driven capabilities. Data and analytics leaders should enable broader use cases to increase their investments’ business impact
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MicroStrategy
Published By: MicroStrategy     Published Date: Nov 08, 2019
A&BI platforms are transitioning from delivering simple, manual self-service to supporting more advanced, automated analytic use cases via growing, augmented, ML-driven capabilities. Data and analytics leaders should enable broader use cases to increase their investments’ business impact. Analytics and business intelligence (A&BI) platforms exhibit differences in functional capabilities, particularly in their support for advanced analytics, data source connectivity and embedded functionality. As the market matures, the capabilities required to build and deliver user-friendly analytics dashboards are the least differentiated. The trend toward assisting users with augmented data discovery functionality continues, but many products still lack enough support for this critical capability. When viewed across the whole span of capabilities, significant differences remain between competing platforms and, therefore, also between which are most appropriate for a given use case. In some cases, th
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MicroStrategy
Published By: Cherwell Software     Published Date: Oct 28, 2019
: Today’s learning environments would be unrecognizable to past generations. Professors distribute and issue syllabi and assignments online. Students collaborate on group projects using Google Docs, Doodle and other technologies. Password reset requests alone could keep an entire IT team busy. To face this onslaught of technological demands without breaking the budget, campuses need a powerful, flexible and affordable ITSM platform. Read this eBook to learn how eight different colleges and universities are using Cherwell ITSM to achieve: • A higher level of productivity (for example, implementing a self-service portal for password resets that slashed service requests by 65 percent) • Faster service delivery (for example, cutting the global computer refresh cycle from three years to seven months) • Less configuration time (for example, one school reduced configuration time by 74 percent). To learn more about how leading campuses have easily and affordably improved their operational
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Cherwell Software
Published By: Workday     Published Date: Feb 20, 2018
How can you put the power of real-time analytics into the hands of business users? Watch this video to learn about the technologies surrounding self-service analytics and data integration, and how you can use them to lead a data-driven organization.
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Workday
Published By: Five9     Published Date: Oct 29, 2019
Cloud contact center has been a hot topic in the industry for some time, but moving your contact center to the cloud is no small decision. We understand that migrating your contact center is not something to jump into without considerable due diligence. We also know from our experience working with leading brands, however, that moving the contact center to the cloud pays off and is fast becoming the only way for an organization to embrace the advancements in self-service, intelligent routing and agent assistance that artificial intelligence (AI) will soon deliver. This paper is designed to help evaluate your current contact center as you consider a move to the cloud. Our goal, as always, is to enable you to deliver exceptional customer experiences, and we are here to assist you at every step as you transition to the cloud.
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Five9
Published By: Genesys     Published Date: Dec 20, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: • Personalize self-service • Connect customer conversations • Create smart agent experiences Start small and deploy fast with MicroApps
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Genesys
Published By: ASG Software Solutions     Published Date: Aug 08, 2008
Business runs on content and that content must be managed holistically, across the entire business. However, managing content is, in itself, not enough to drive business. Enterprises must incorporate ECM with other IT management systems to provide complete Business Service Management (BSM).
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asg, cmdb, bsm, metadata, metacmdb, lob, ecommerce, bpm, workflow, itil, cmdmdb, service optimization
    
ASG Software Solutions
Published By: Esker     Published Date: Jan 08, 2019
It seems like most vendors offer a single solution meant to appease every AR department … but that’s not what you need. You need a solution built for you — not for everybody. In this eBook, you’ll get tips for picking the perfect solution for your company to automate what needs automating in your AR department while: • Increasing visibility with real-time metrics & reporting • Boosting productivity by eliminating tedious tasks • Providing customers with a self-service portal
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Esker
Published By: IFS     Published Date: Jan 18, 2019
To ensure loyalty and win new customers, leading brands are focusing on the quality of their customer care to stay ahead. This eBook will explain how you can: -Upgrade your support centers to deliver omni-channel customer care. -Introduce self-service and AI without sacrificing the human touch. -Deploy technology to empower support agents to go beyond transactional service and deliver personalized, proactive service. This eBook looks at the barriers which prevent companies delivering omni-channel service and then examines the process and technology changes required to overcome them.
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IFS
Published By: Hewlett Packard Enterprise     Published Date: Jul 18, 2018
Discover HPE OneSphere, a hybrid cloud management solution that enables IT to deliver private infrastructure with public-cloud ease. With the proliferation of self-service, on-demand infrastructure, enterprise developers have come to expect infrastructure as a service. However, the constraints of existing infrastructure and tools make this mean heavier workloads for IT teams.
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Hewlett Packard Enterprise
Published By: HERE Technologies     Published Date: Apr 04, 2019
Artificial Intelligence (AI) has already begun to improve targeting, segmentation, media buying and planning in the advertising industry. AI algorithms can extract complex patterns from vast numbers of data points, and in so doing, are able to self-correct and learn patterns. The revenue potential that improved personalization, segmentation and targeting that AI provides to marketers is huge. At HERE Technologies, we are placing AI and machine learning at the center of our products and services. We see the opportunity in automated machine learning to enrich the targeting and effectiveness of mobile advertising campaigns in real time. But the outcome of implementing such technology depends on the quality of data being fed into it from the outset. AI wouldn’t be as helpful if it’s being used alongside questionable location data or audience data. HERE’s location data provides a strong thread that can be woven throughout every stage of the media buying process, offering more context and
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location data, ad tech, location targeting
    
HERE Technologies
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand 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 onlyseek 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 only16% 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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Zendesk
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: Jun 29, 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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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: Zendesk     Published Date: Jun 29, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers. Zendesk can again be found in the 2018 report’s Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
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Zendesk
Published By: Dell EMC     Published Date: Sep 12, 2016
Cloud computing is transforming IT in terms of how services are delivered, how infrastructure is deployed and managed, and how IT organizations structure themselves. For the purposes of this study, Forrester is defining a cloud solution as having three major characteristics: “self-service access, full automation of processes and policies, and metering and tracking of usage.”1 It then becomes a question of whether you manage your cloud(s) yourself, outsource it, or use a hybrid combination of private and public cloud resources.
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Dell EMC
Published By: Freshdesk     Published Date: Aug 15, 2016
There are quite a few things that your customers just aren’t telling you. But since you aren’t a telepath and you don’t own a Cerebro, the only thing you can do is wait for them to come to you with it. But not anymore. In this whitepaper, you'll learn the most important things that your support team should already know, but customers will never tell you, like: - Why you should design intelligence into your self-service experience - When you should resort to analytics and when "gut-feel" helps - How you can proactively manage, and prevent customer frustrations - What your core support bottlenecks are, and how to identify them - How to set a "Priority" driven support work-flow
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Freshdesk
Published By: Red Hat     Published Date: Aug 22, 2018
In the emerging digital enterprise, there’s a good chance some application development will be taking place outside the information technology department. It’s not that the role of IT is in any way being diminished – in fact, IT managers are getting busier than ever, overseeing the technology strategies of their enterprises. Rather, the pieces are in place for business users to build and configure the essential business applications they need, on a self-service basis, with minimal or no involvement of their IT departments. As the world moves deeper into an era of ongoing disruption from digital players – be they startups, or teams within established enterprises – technology has become an essential part of every job, from the boardroom to the boiler room. Accordingly, the discipline of IT is no longer confined to the data center or development shop. Many business managers and professionals are building, launching or downloading their own applications to achieve productivity and respond
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Red Hat
Published By: HERE Technologies     Published Date: Dec 05, 2018
Discover the four big trends in fleet management being powered by location services. Trends to help you differentiate your solutions and enable transportation companies to overcome their logistical challenges and increase asset utilization. Discover what’s making the biggest impact, together with how, by integrating some of these trends into your solutions, you can position yourself as the service provider of choice in fleet and transportation management solutions. And find out how HERE is delivering features, from comprehensive mapping capabilities and real-time location data, to truck-specific attributes, to help you do just that. Download the eBook now
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location data, transport & logistics, location services
    
HERE Technologies
Published By: SAS     Published Date: Jan 17, 2018
What can you see and discover when you’re able to explore trends and make predictions with your organization’s data? If you’re a midsize home delivery business, you can discover new ways to make customers happy. If you’re a local government agency, you can predict where your resources are needed most. And if you’re a growing hospital, you can bring life-changing patient data directly to doctors and nurses. In this e-book, we’ve profiled six organizations that are using self-service visual exploration to make big improvements in the way they work. From college administrators to professional sports teams, everyone makes better decisions with easy access to powerful, interactive analytics.
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SAS
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: Oracle     Published Date: May 08, 2019
What if your database could install, manage, secure, and upgrade itself—with little or no manual administration required? Now it’s possible, thanks to machine learning, artificial intelligence and the power of the cloud. Discover how the Oracle Autonomous Database is: • Self-driving: Tell it the service level you want to achieve, and it does the rest. • Self-securing: It installs patches automatically and uses AI to counter threats. • Self-repairing: It patches, scales, and tunes itself while your operations are running, to deliver 99.995% uptime. Discover the power of autonomous data management. Download now.
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Oracle
Published By: Dell EMC     Published Date: May 12, 2016
Businesses face greater uncertainty than ever. Market conditions, customer desires, competitive landscapes, and regulatory constraints change by the minute. So business success is increasingly contingent on predictive intelligence and hyperagile responsiveness to relentlessly evolving demands. This uncertainty has significant implications for the data center — especially as business becomes pervasively digital. IT has to support business agility by being more agile itself. It has to be able to add services, scale capacity up and down as needed, and nimbly remap itself to changes in organizational structure.
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Dell EMC
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