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it interaction

Results 1 - 25 of 385Sort Results By: Published Date | Title | Company Name
Published By: Group M_IBM Q3'19     Published Date: Jun 24, 2019
HfS published the Top 10 Cognitive Assistant Service Provider report that explores the emerging conversational service provider ecosystem across key areas including execution ability, innovation capability, and the voice of the customer. The conversational services called as Cognitive Assistants, go beyond the traditional chatbots and augment human-customer interaction across both front- and back-office business operations. IBM was recognized for its market leadership in Cognitive Assistant that harness the power of IBM Watson capabilities – including NLP, conversation and analytics. HfS also merits IBM for demonstrating the greatest volume and depth of cognitive assistant use cases across industry verticals and enterprise processes.
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Group M_IBM Q3'19
Published By: Infinidat EMEA     Published Date: May 14, 2019
Big Data and analytics workloads represent a new frontier for organizations. Data is being collected from sources that did not exist 10 years ago. Mobile phone data, machine-generated data, and website interaction data are all being collected and analyzed. In addition, as IT budgets are already under pressure, Big Data footprints are getting larger and posing a huge storage challenge. This paper provides information on the issues that Big Data applications pose for storage systems and how choosing the correct storage infrastructure can streamline and consolidate Big Data and analytics applications without breaking the bank.
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Infinidat EMEA
Published By: Infinidat EMEA     Published Date: May 14, 2019
Data is the DNA of modern healthcare. As healthcare technology continues to evolve at a rapid pace, and patient data management and security evolve, emerging approaches for disease treatment and prevention—like precision medicine and healthcare content management—are becoming more necessary. Precision medicine is about moving from generic to more precise, population-focused diagnostics and treatment by factoring in data from patients’ genes, environment, lifestyle factors and family history, into clinical decision-making for earlier, more accurate diagnoses, and more effective treatment and prevention. Data is at the heart of enabling doctors and scientists to execute on this mission. Additionally, rapidly changing regulations throughout the world are affecting the management of all healthcare data. Infinidat removes data management barriers from this level of data interaction by removing isolated islands of storage and allowing much more data to reside on a single, high-performance, h
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Infinidat EMEA
Published By: ttec     Published Date: Jul 24, 2019
By the time most customers reach a human employee with a question, chances are they have already researched online or tried to self-serve. This means employee transformation is required to develop more sophisticated employees in the age of automation to solve more advanced customer issues. Because front-line jobs are becoming more complex, employees need to be tactical, technical, and ready to emotionally handle these new types of interactions. Recently, Lamont Exeter, head of Learning & Development at TTEC Digital, teamed up with Tim Duranleau of SAP Litmos in a webinar to discuss ways that companies can combine learning and technology to create more sophisticated employees. Below are some key highlights from the discussion.
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ttec
Published By: Genesys     Published Date: Jun 19, 2019
Contact centers often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction. Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalized experience. Read Demystifying AI: Creating an AI partnership that maximizes business results to learn how predictive routing systematically: Evaluates historical and real-time data to make predictions; Makes the best customer-agent match to drive desired outcomes; Keeps agents engaged and reduces handle times.
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Genesys
Published By: Genesys     Published Date: Jun 19, 2019
Successfully managing a contact center requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can: Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term
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Genesys
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
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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Zendesk
Published By: Akamai Technologies     Published Date: May 08, 2017
While the shift from disk to digital offers tremendous potential opportunities, it also presents a host of new challenges for gaming companies. As the online channel grows increasingly complex and the pace of innovation accelerates, many companies struggle to keep up. Not only are there websites and storefronts to manage, but also real-time gaming servers, large software downloads, and live-streamed competitions and events. Games are transforming from fixed, boxed products to dynamic, ongoing services – with frequently updated content, in-game micro-transactions, virtual goods and social interactions. Mobile adds another dimension to the trend, as consumers increasingly look to play on smart phones and tablets – or on multiple screens across devices. To successfully navigate this complex and changing landscape, gaming companies need an agile, high- performance infrastructure that allows them to turn the Internet into a reliable and effective online distribution channel. This requires f
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akamai, akamai gaming, infrastructure, distribution channel, technological advancements
    
Akamai Technologies
Published By: SAP     Published Date: May 18, 2014
Leading companies and technology providers are rethinking the fundamental model of analytics, and the contours of a new paradigm are emerging. The new generation of analytics goes beyond Big Data (information that is too large and complex to manipulate without robust software), and the traditional narrow approach of analytics which was restricted to analysing customer and financial data collected from their interactions on social media. Today companies are embracing the social revolution, using real-time technologies to unlock deep insights about customers and others and enable better-informed decisions and richer collaboration in real-time.
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sap, big data, real time data, in memory technology, data warehousing, analytics, big data analytics, data management
    
SAP
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
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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Zendesk
Published By: Hewlett Packard Enterprise     Published Date: Feb 12, 2018
Understand how infrastructure complexity slows down data delivery and why flash storage alone addresses less than half of slow downs. HPE makes the data center of the future available today. There are thousands of customers that can benefit from InfoSight predictive analytics within the HPE Nimble Storage and HPE 3PAR platforms. Enterprises depend on data to improve customer interaction, accelerate product development and run the back office.
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Hewlett Packard Enterprise
Published By: Cisco     Published Date: Feb 12, 2016
Video collaboration opens up opportunities for greater interaction and innovation, regardless of industry. Everyone benefits. For example, in healthcare, video is dramatically changing the way institutions interact with customers and professionals. In recent years, a number of hospitals across the United States have been subscribing to video and voice call centers that enable them to share language interpretation services, psychiatric care services and other developing capabilities. In the process, video collaboration is affecting business outcomes, changing business processes and helping healthcare facilities achieve scale, cost and efficiency not seen before.
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industry innovation, business practices, best practices, video collaboration, network management, network performance
    
Cisco
Published By: Cisco     Published Date: Dec 04, 2015
Group video systems primarily serve the need for high-quality video interaction across a range of meeting room sizes.
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video, system, high quality interaction, sip, network management, network performance, network security, wide area networks
    
Cisco
Published By: SAS     Published Date: Jan 17, 2018
Consider the many ways that a customer encounters your brand – organic results on a search engine, display media campaigns, social media links, re-targeting on external sites, etc. One thing is certain – consumer journeys are far from linear. They can occur across multiple platforms, devices and browsers. The problem is that organizations are often constrained to channel-limiting decisions regarding their media investment allocations. Marketing attribution helps you analyze the impact and business value of company-generated marketing interactions to help make the best marketing investment decisions. The challenge is to interpret the massive volumes of customer data that continues to expand day by day.
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SAS
Published By: SAS     Published Date: Jan 17, 2018
The digital marketplace presents new challenges for marketers, yet provides the perfect canvas for creating personalized, relevant communications and developing deep relationships with customers based on ongoing interactions. This paper explores what customer “moments of truth” mean, and how understanding those moments of truth along the customer journey enables marketers to deliver the personalized, real-time responses that customers crave. You’ll also learn best practices on how customer experience optimization and digital marketing optimization can help marketers capitalize on moments of truth.
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SAS
Published By: Cisco     Published Date: Jun 21, 2016
En adoptant de nouvelles technologies, telles que le cloud, la mobilité, le Big Data et l'Internet des objets, vous améliorez les interactions entre les personnes, les processus, les données et les objets, et tirez le meilleur parti des connexions réseau et des ressources disponibles. L'IT prend également une nouvelle dimension dans l'entreprise. Pour rester en phase avec les objectifs de l'entreprise, le département IT doit innover et offrir des solutions performantes encore plus rapidement. L'infrastructure intégrée Cisco UCS® (Cisco Unified Computing System™) vous permet de migrer vers le Fast IT, un nouveau modèle IT qui transforme votre infrastructure de data center en un environnement rapide, agile, intelligent et sécurisé. Faites tomber les barrières informatiques qui freinent votre croissance et créez des solutions qui exploitent tout le potentiel des nouvelles connexions et informations.
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Cisco
Published By: Oracle     Published Date: Feb 24, 2015
Data is the fuel of all marketing activities. Customers and prospective buyers are savvy, empowered, and carry high expectations for personalization across all interactions. Without the right data—at the right time—as well as the most effective strategies in place to manage our data sources, our communications and offers are dead on arrival. A one-size-fits-all approach to marketing is not a sound tactic—it’s a marketing fruitcake that no one wants to receive. It’s time to get down with data to delight your audience and provide them with the personal experiences they deserve. Read the marketing essentials guide now.
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data center design and management, business technology, data center
    
Oracle
Published By: Pega     Published Date: May 25, 2016
The customer experience is critical in today’s fast-paced, demanding world. With so many options at the buyer’s fingertips and the rise of social sharing media, one bad customer experience can haunt an organization. According to” The Forrester Wave™: Dynamic Case Management, Q1 2016” report, in order to improve customer experience, firms must tackle the incident process through smart handling of exceptions, applying analytics for context, and offering real-time and mobile interaction. Here is where dynamic case management (DCM) can be a competitive advantage and Forrester identified 14 of the most significant vendors across 21 criteria in this space with Pegasystems among vendors who lead the pack. Download this Forrester Wave report to see the full 21-criteria evaluation of the dynamic case management (DCM) market and gain insight into the 14 most significant software vendors in order to help enterprise architecture (EA) professi
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case management, forrester, dynamics, enterprise, software outsourcing
    
Pega
Published By: Pega     Published Date: May 25, 2016
Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack. Download this Forrester Wave report to
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interaction management, business technology, enterprise, forrester, best practices, pegasystems, open source, software outsourcing
    
Pega
Published By: DataStax     Published Date: Mar 10, 2017
Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products. Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.
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DataStax
Published By: Adobe     Published Date: Sep 12, 2017
With all the devices and channels out there, it’s harder than ever for companies to maintain a consistent brand experience. There are more ways for customers to connect with companies than ever before. And they expect each and every interaction to feel connected, cohesive, and personal. For marketers to connect the dots for customers, they need to fully understand the customer journey.
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Adobe
Published By: Adobe     Published Date: Apr 23, 2018
Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go. Read the white paper now to discover: • How retailers are blending innovative technologies with traditional shopping • Four key approaches they’re using to build Stores of the Future • The interactive tools they’re employing to enrich in-store experiences
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Adobe
Published By: SAP EMEA Global     Published Date: Dec 13, 2017
For manufacturers, this IDC white paper examines the current and future Internet of Things (IoT) imperative for the following discrete manufacturing industries: automotive, aerospace and defense, high tech, and industrial machinery. We highlight IoT-enabled scenarios — those possible both now and in an Industry 4.0 future with smart manufacturing. (IDC defines IoT as a network of uniquely identifiable endpoints or “things” that communicate without human interaction using IP connectivity.) These scenarios more tightly integrate “things” with other information, processes, and even value chains. Further, we demonstrate how companies in these industries leverage technology to create business value today and disruptive opportunities tomorrow.
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SAP EMEA Global
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