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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: 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: Viavi Solutions     Published Date: Feb 19, 2019
Is the IT troubleshooting process broken? It’s no secret that enterprise personnel no longer work in the same way as they did in the past. The real mystery is why we keep trying to resolve today’s complex hybrid IT issues with yesterday’s processes and systems. How can we be expected to troubleshoot user experience with network performance data alone?
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Viavi Solutions
Published By: Riverbed     Published Date: Jan 25, 2018
To stay ahead in today's hybrid network, you need a lens into the end user's experience as well as an understanding of the dependencies between your applications and network. With this approach, you are alerted to issues before the business is impacted and problems are resolved faster. This eBook details what you need to know to select a best of breed network performance management solution and outlines the critical capabilities required for deep application visibility across virtualized, hybrid and cloud networks no matter where a user is located. Read this book and: Discover best practices - for proactive network monitoring and fast troubleshooting Learn how to stay ahead of application performance issues with increased visibility Increase productivity and a higher ROI - with automatic discovery, end-to-end monitoring, reporting, analytics and faster MTTR Ensure your approach is a proactive mode Study the
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Riverbed
Published By: Global Payments     Published Date: May 02, 2019
Doing business across borders presents a whole host of unfamiliar challenges to today’s merchant. As technological advancement and increasing globalization unlock international markets, it’s tempting to imagine that a business model successful in one region can simply be transplanted into another. Not so. The logistics of domestic and international transactions have changed, and so too have customer expectations and preferences. Customer and merchants pain points have transformed and multiplied. In this report, we explore some of the core challenges businesses today face in their quest to succeed in global commerce. We offer an overview of how unified commerce can both resolve these issues and offer new advantages and standards of best practice, enabling your business to meet the demands of tomorrow’s customer, no matter their location, preferred payment method, and mode of contact.
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unified commerce, global commerce, payment convenience, payment speed, global payments technology, retail, wechat pay, alipay, chinese wallets, mobile payments, international payment solutions, international payment systems, payments, online payments, omnichannel commerce
    
Global Payments
Published By: BMC Software     Published Date: Jul 22, 2015
Watch this on-demand webinar to see how BMC TrueSight IT Data Analytics speeds the time to understand and resolve issues as well as other practical use cases.
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data analytics, bmc truesight it data analytics, practical use, manual log analysis, monitoring, log data
    
BMC Software
Published By: BMC Software     Published Date: Jul 22, 2015
Find out how BMC TrueSight IT Data Analytics can help you identify and resolve issues faster by leveraging both monitoring and log data so you can avoid performance issues and improve quality of service while also enhancing IT staff productivity.
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bmc truesight it data analytics, monitoring data, log data, performance issues, quality of service, productivity
    
BMC Software
Published By: Avi Networks     Published Date: Mar 06, 2019
Software-defined architectures have transformed enterprises seeking to become application-centric, with many modern data centers now running a combination of cloud-native applications based on microservices architectures alongside traditional applications. With application owners seeking publiccloud- like simplicity and flexibility in their own data centers, IT teams are under pressure to deliver services and resolve application issues quickly, while simultaneously reducing provisioning time for new applications and lowering costs for application services.
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Avi Networks
Published By: Intapp     Published Date: Jan 09, 2019
The legal industry is well past the days when scrawled notes in a day planner constituted time recording. The business of law has changed, requiring that time entries comply with client requirements and firm objectives. We believe the path forward is a new concept that we call “compliant time”: a way to streamline timekeeping and improve time-capture accuracy while also ensuring adherence to OCGs.This ebook explores the gaps and inefficiencies in the current stateat most law firms and shows how compliant time can help resolve these issues. Insights into how current processes impact and inhibit internal law firm stakeholder objectives reveal why firms simply must find new approaches. Declining realization rates, competitive market forces, and lawyer attraction/retention challenges are all factors that point to a need for change in time and billing technology.
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law firm timekeeping, law firm better timekeeping, law firm improving timekeeping, law firm timekeeping problems, law firm timekeeping issues, law firm automated timekeeping, law firm better automated timekeeping, law firm timekeeping automation, law firm compliance, law firm better compliance, law firm improving compliance, law firm compliance problems, law firm compliance issue, law firm ocg compliance, law firm ocg better compliance, law firm ocg improving compliance, law firm ocg compliance problems, law firm ocg compliance issues, law firm automated ocg compliance
    
Intapp
Published By: New Relic     Published Date: Apr 07, 2015
At Zendesk, they see using New Relic and Rackspace® solutions as a winning combination. New Relic allows them to understand the performance characteristics of their application, to monitor performance and quickly drill down to find and resolve issues. Additionally, New Relic shows Zendesk how their application interacts with the Rackspace infrastructure underpinnings so they can achieve the most effective and efficient use of their hosting environment. Together the Rackspace hosting environment and the New Relic application performance tool creates a foundation for SaaS application success. In turn, this frees up the Zendesk team to work on application features.
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New Relic
Published By: HP - Enterprise     Published Date: Aug 25, 2011
This white paper details how hybrid app security enables organizations to resolve critical security issues faster and cheaper than any other technology
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"application security", cyber-attacks, software security assurance, dast, sast, security breach, data breach, owasp, software vulnerabilities, critical application vulnerability, hp fortify, aberdeen, sdlc, mobile security, on-demand solutions, software-as-a-service, saas, it security, alm, "application lifecycle management"
    
HP - Enterprise
Published By: Kaseya     Published Date: May 13, 2015
As an IT professional, you know that when you have many users to support, every second count. Your remote connection speed and reliability are critical to your ability to resolve issues quickly, maximizing IT efficiency and ensuring a happy and productive end user.
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kaseya, hybrid, cloud, management, msp, mobile, big data
    
Kaseya
Published By: Zoom     Published Date: Mar 29, 2016
Trend Micro resolved the following issues by purchasing Zoom: • Overly complex or difficult communications platforms • Expensive hardware or software systems • Unreliable or poor service quality • Using too many different solutions • Difficulties connecting remote teams or sites • The need for a more efficient/effective way to reach customers and other external parties Read more to learn about the benefits of using Zoom and which features are used more frequently by Trend Micro.
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zoom, trend micro, screen sharing, mobile meetings, group messaging, video webinar, networking, it management, wireless, business technology
    
Zoom
Published By: Laser 2000     Published Date: Mar 12, 2019
Identify and Resolve End-User Experience Issues in a Single Score
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Laser 2000
Published By: athenahealth     Published Date: Jun 08, 2015
No matter how these issues are resolved, the new health care reality demands that providers deliver quality care while controlling costs. Use these six steps to bring success to your organization in the new reimbursement landscape: 1. Understand Your Costs 2. Reduce Out-Migration from Your Network 3. Maximize Pay-for-Performance Reimbursement 4. Identify Early Opportunities for Utilization Reductions 5. Support Chronic Care and Disease Management 6. Predict Who Will Develop Issues
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aco, accountable care organization, out-migration, pay-for-performance reimbursement
    
athenahealth
Published By: ShieldX     Published Date: Apr 17, 2019
ShieldX customers Alaska Air and IDT are moving aggressively toward 100 percent cloud adoption for all IT operations. Discover how they have identified and resolved the security issues associated with going all in on the cloud.
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ShieldX
Published By: Emulex Corporation     Published Date: Nov 07, 2013
An intelligent, searchable network monitoring fabric with 100% accuracy sounds pretty useful. But can you calculate a solid ROI to justify it? We all know intuitively that there are substantial bottomline benefits to reducing unplanned network downtime and improving the management of corporate risk. It follows that it also pays dividends to free up highly skilled Tier 1 and Tier2 engineers to resolve the most difficult and costly network issues. That way, you can use less expensive personnel to handle the more common, numerous, and easily resolvable problems. But justifying a network investment using soft, intuitive arguments like these alone often doesn’t suffice in an economic climate where budgets are closely guarded and business cases for procurements are mandatory. And depending on what industry you are in, the cost savings potential and payback will vary. Download this Whitepaper for more information.
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network monitoring, network visibility, technology, endace, best practices, networking
    
Emulex Corporation
Published By: BMC Software     Published Date: Jul 22, 2015
In this white paper, you’ll discover an enterprise approach to Big Data that leverages workload automation to: - Integrate Hadoop workflows into your enterprise processes to deliver new applications faster - Resolve issues faster with predictive analytics, automated alerts, and early problem detection - Achieve compliance and governance adherence
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big data, business processes, enterprise systems, hadoop, compliance
    
BMC Software
Published By: Genesys     Published Date: Jun 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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customer service, operations, asynchronous, messaging, customer expectations
    
Genesys
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.
Tags : 
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: Riverbed     Published Date: Feb 15, 2018
To stay ahead in today's hybrid network, you need a lens into the end user's experience as well as an understanding of the dependencies between your applications and network. With this approach, you are alerted to issues before the business is impacted and problems are resolved faster. This eBook details what you need to know to select a best of breed network performance management solution and outlines the critical capabilities required for deep application visibility across virtualized, hybrid and cloud networks no matter where a user is located. Read this book and: Discover best practices - for proactive network monitoring and fast troubleshooting Learn how to stay ahead of application performance issues with increased visibility Increase productivity and a higher ROI - with automatic discovery, end-to-end monitoring, reporting, analytics and faster MTTR Ensure your approach is a proactive mode Study the evaluation checklist - select the best solution for your needs
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Riverbed
Published By: AWS     Published Date: Nov 15, 2018
"To provide trusted identities and secure transactions to your customers, you want a flexible, scalable monitoring solution that offers a unified view on the Amazon Web Services (AWS) cloud. Learn how Entrust Datacard can help your organization quickly identify, resolve, and prevent issues by using a cloud-native platform to deliver seamless customer experiences every time. Watch our on-demand webinar and gain valuable insights into: • How to use a DevOps approach to monitoring • The best practices to scale your monitoring solutions • How Entrust Datacard monitors trace, syslog and metric data from sources like Amazon CloudWatch, Application Load Balancer, and Amazon Aurora"
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AWS
Published By: CA Technologies EMEA     Published Date: Apr 10, 2018
CA Unified Infrastructure Management (CA UIM) is the only solution that provides unified analytics to proactively resolve issues. The solution’s single platform architecture delivers comprehensive infrastructure coverage so you can optimally manage hybrid IT environments and meet the needs of agile IT operations.
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CA Technologies EMEA
Published By: Riverbed     Published Date: Feb 26, 2015
While powerful and beneficial, the Citrix XenApp environment can present new challenges to IT departments when troubleshooting application performance issues. Citrix acts as a proxy for backend applications, making it difficult to get end-toend visibility of transactions and to identify and troubleshoot end-user experience problems
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troubleshooting, application performance issues, application management, enterprise application, application virtualization technology
    
Riverbed
Published By: ServiceNow     Published Date: Oct 11, 2017
For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. Managing the front end of the engagement process is important. However, delivering proactive customer service – that prevents and resolves issues – requires much more than that. At ServiceNow, we believe that it is time to rethink the fundamentals of CRM and customer service and we invite you to explore the new strategies, processes, and technology presented in this toolkit. Doing so will enable your customer service teams to connect seamlessly with other departments and deliver the effortless and proactive service experience your customers expect. We hope you find the collection of research reports and whitepapers valuable.
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ServiceNow
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