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Published By: Genesys     Published Date: Feb 12, 2019
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact centre solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform
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Genesys
Published By: VMware     Published Date: May 10, 2017
As a cloud-based business services suite, Microsoft® Office 365™ provides organizations with access to web, mobile and desktop versions of traditional Office software tools, cloud storage space for enterprise file sharing, and hosted services for communication and social. By making these services available across desktop, mobile, and web platforms, Microsoft is experiencing increased adoption from both consumers and businesses while expanding the possibilities for anytime-anywhere collaboration. Yet for all its promise, Office 365 poses a meaningful adoption and security challenges for the IT organization. Download this whitepaper to discover how VMware Workspace ONE™ brings together the power of VMware AirWatch® and VMware Identity Manager™ to accelerate and secure Office 365 deployments.
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VMware
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, help center, ticketing system, support ticketing, customer support agent
    
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, help center, ticketing system, support ticketing, customer support agent
    
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, help center, ticketing system, support ticketing, customer support agent
    
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, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Juniper Networks     Published Date: Aug 08, 2017
Cloud, social, big data, and the Internet of Things (IoT) are increasingly central to business decisions as the pace of digitization accelerates. The impact of software-defined networking (SDN), virtualization, and converged and hyperconverged infrastructure within the datacenter is substantial. These technologies add complexity but offer enticing opportunities for new business models, revenue streams, operating efficiencies, and agility that organizations must pursue if they want to remain competitive and viable. This pursuit requires businesses to keep up with current and emerging technologies and applications and transform the ways in which they conduct business. At the core of "keeping up" is an organization's datacenter strategy — with an associated technology and services strategy that will either create industry laggards or accelerate innovators.
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Juniper Networks
Published By: WorkBook from Deltek     Published Date: Apr 26, 2018
Built on Amazon Web Services, Deltek’s powerful ERP software delivers an enterprise level of service and collaboration. Our best-in class ERP solution maximizes end user productivity through industry and role specific functionality, while providing unparalleled speed, scalability, flexibility, security and agility for advanced performance. Deltek can help your firm better serve clients and increase profitability.
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deltek, roi, professional, services, firm, web, amazon
    
WorkBook from Deltek
Published By: Dassault Systèmes     Published Date: May 09, 2018
Today’s thriving High-Tech sector is driven by shrinking product lifecycles, rapid innovation, distributed engineering/manufacturing—and highly demanding customer expectations. The industry needs to deliver on multiple fronts, including: • Embed customer-centric innovation throughout the lifecycle: Only with customer experience at the core can companies stay ahead. • Tame ideas into executable products: Detecting early trends and using customer feedback is vital. • Manage complexity better: Increasing visibility of all product data helps build and manage digital models to use in every business function from R&D to field service. • Create relevant connected systems: High-Tech innovators use IoT for an ongoing dialogue of customers, devices and manufacturers. • Provide agility to compete on software, hardware and service: Customers want value from every interaction. Download your targeted industry analysis to learn more.
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Dassault Systèmes
Published By: Service Now     Published Date: Jan 26, 2018
Forrester conducted an in-depth interview of Epicor Software Corporation (“Epicor”) about their investment in ServiceNow for transforming their global support system. With ServiceNow, Epicor has consolidated over 15 CRM-based support systems and 50 customer portals into single global support platform for their 20,000 customers worldwide. Download this whitepaper to learn more of what Epicor has achieved.
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Service Now
Published By: Google Chrome Enterprise     Published Date: May 07, 2018
Browsers combined with cloud-based services have effectively replaced desktop software, with an average of 1,053 cloud services in user per enterprise. This guide identifies key security features for IT administrators to consider when selecting a browser.
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Google Chrome Enterprise
Published By: Epicor     Published Date: Jan 09, 2019
Over the last several years, manufacturers have embraced cloud applications. According to one estimate, between 2013 and 2023 the percentage of manufacturing and distribution software delivered via software as a service (SaaS) will increase from 22% to 45%.1
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Epicor
Published By: Docker     Published Date: Feb 21, 2019
Docker’s Windows Server application migration program is the best and only way to containerize and secure legacy Windows Server applications while enabling software-driven business transformation. With industry-leading Docker Enterprise 2.1 and our best-in-class, industry-proven tools and services specifically designed for Windows Server application migration, customers can quickly and easily migrate and modernize legacy Windows applications while driving continuous innovation across any application, anywhere.
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migrate applications, containerization, application development, digital transformation, microservices, modernization, cloud computing, hybrid cloud, application security
    
Docker
Published By: Workday     Published Date: Feb 01, 2019
In today’s IT landscape, many organizations have adopted a cloud-first approach to business systems. Yet with so many vendors offering SaaS solutions, how do you know which vendor will enable you to achieve the true benefits SaaS has to offer? What are the characteristics to look for when considering a SaaS solution, and what are the real impacts on modern businesses? In this complimentary whitepaper, you will learn: • What real SaaS is and is not • How to distinguish between real SaaS vendors and imposters. • The question of SaaS security. • Potential cost savings your company could gain from SaaS solutions • If your company is ready to make the switch to SaaS From IT professionals to anyone just looking to get a basic understanding of SaaS, this paper helps make sense of it all.
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workday, workforce technology, digital strategy
    
Workday
Published By: LogMeIn EMEA     Published Date: Jul 19, 2012
The Service Desk industry is moving at an ever-faster rate. Tasked with supporting an increasing array of technologies, services, software and devices, Service Desks have to be flexible and make decisions about what they support and what they don't. This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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service desk, technology, customer service, software, devices, services, business technology
    
LogMeIn EMEA
Published By: Workday     Published Date: Mar 23, 2015
This whitepaper will help technology and business managers and executives understand the requirements for SaaS.
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cloud applications, saas, cloud computing, critial requirements for saas, cloud providers, workday, cloud applications deliver real value, clous, software as a service
    
Workday
Published By: Workday Italy     Published Date: Aug 15, 2018
In our 35-criteria evaluation of software-as-a-service (SaaS) HR management systems providers, we identified the eight most significant ones — ADP, Ceridian, Meta4, Oracle, Ramco Systems, SAP SuccessFactors, Ultimate Software, and Workday — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals and their HR business stakeholder clients make the right choice.
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Workday Italy
Published By: BMC Software     Published Date: Jun 30, 2009
Companies running legacy job scheduling products suffer from higher costs, inefficient use of resources, and greater IT complexity, according to independent analyst firm Enterprise Management Associates. Read their findings, and see why consolidating on a single, comprehensive workload automation solution is an easy win for IT and the business.
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smart, modular, cost-effective, ema, enterprise management associates, it complexity, workload automation, bmc, product suite, wla, end-to-end workflow, enterprise visibility, management, service-driven management, dynamic workflow resourcing, simple, measurable, achievable, realistic, timely
    
BMC Software
Published By: SAP Inc.     Published Date: Jul 28, 2009
Read about the benefits, prerequisites, and impact of successful business process management (BPM) initiatives, with a closer look at the United States.
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bpm, bpm, business process management, software implementations, sap, idg, cio2cio, soa, service-oriented architecture, it management, knowledge management, customer service management, business product owner, bpo, metrics
    
SAP Inc.
Published By: Kaseya     Published Date: Jul 08, 2010
To better understand how integrated, automated management tools can improve IT productivity, Kaseya recently posed the following questions to Mary Johnston Turner, research director for IDC's System Management Software service, on behalf of Kaseya's corporate IT customers.
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kaseya, automated management tool, integrated it operation, system management software
    
Kaseya
Published By: Okta     Published Date: Oct 18, 2010
This paper will discuss three different options for integrating Active Directory with your SaaS applications and analyze how effectively they meet the requirements above.
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okta, active directory integration, saas applications, software as a service, smb, identity management, iam, active directory, google apps, saas, cloud, sso, saml
    
Okta
Published By: Okta     Published Date: Jan 30, 2013
The adoption rate of Software as a Service (SaaS) applications has been dramatic. The tendency of SaaS applications to be siloed has made managing user access and authorization an increasing challenge. Read more to learn how Okta can help.
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software as a service, okta, saas applications, active directory, intergration, security, knowledge management, enterprise applications, data management, business technology, data center
    
Okta
Published By: Okta     Published Date: Jan 31, 2013
This technical whitepaper will provide an overview of the software and operational architecture that enables Okta to run a scalable, highly available, on demand identity and access management service.
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cloud services, okta high availability, architecture, cloud service, high availability architecture, knowledge management, enterprise applications, data management, business technology, data center
    
Okta
Published By: Innotas     Published Date: Jan 09, 2014
Professional Cat Herding and project management share much in common. This ebook takes a fun (and educational) approach to achieving 360 degree visibility into projects and ensure strategic alignment with your business goals.
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innotas, project management system, portfolio management, project management office, it governance, governance model, resource management software, ppm software, it project portfolio management, apm saas, pmo services, ppm tools, business technology
    
Innotas
Published By: Innotas     Published Date: Jan 09, 2014
A complex and chaotic IT infrastructure has become an albatross around the neck for many businesses. Following guidance from the age-old text, Tao de Ching, this eBook walks you through the 10 steps to achieving enlightenment through Integrated IT Portfolio Management.
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innotas, project management system, portfolio management, project management office, it governance, governance model, resource management software, ppm software, it project portfolio management, apm saas, pmo services, ppm tools, business technology
    
Innotas
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