Big data and analytics help insurance companies identify the next best action for customers. With the right solutions, companies can extract, integrate and analyze a large volume and variety of data, from call-center notes and voice recordings to web chats, telematics and social media.
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details
our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for
their customer service initiatives.
Achieving a 360-degree view of customers has become increasingly challenging as companies embrace omni-channel strategies, engaging customers across websites, mobile, call centers, social media, physical sites, and beyond.
Learn how software solutions in AWS Marketplace can automate data lake analysis, enabling self-service platforms for analysis that expand and enhance personalization while deepening customer understanding so you can spend more time acting on insights.
Every decision made for an institution requires security to match. Otherwise vulnerabilities can be created and exploited.
We believe that comprehensive and customizable end-to-end
IT security not only dramatically reduces the risks of being
compromised but can also have a tremendous benefit to the
ThinkShield goes beyond simple endpoint security, with
solutions that create huge efficiencies, streamline IT
administration, and improve the end-user experience.
Every decision made for an institution requires security to match. Otherwise vulnerabilities can be created and exploited. We believe that comprehensive and customizable end-to-end IT security not only dramatically reduces the risks of being compromised but can also have a tremendous benefit to the institution.
ThinkShield goes beyond simple endpoint security, with solutions that create huge efficiencies, streamline IT administration, and improve the end-user experience.
Published By: Microsoft
Published Date: Jul 20, 2018
When you’re in the software
business, your resources can be
spread pretty thin.
You like to stay focused on building great
software, but there are always distractions—
from supporting sales opportunities to
assisting with customer deployments and
troubleshooting existing installations. With
so much time spent maintaining the status
quo, few cycles remain for modernizing your
technology, streamlining internal operations,
delivering new customer value, and
broadening your customer base.
More likely than not, your offerings are based
on an on-premises approach, forcing you and
your customers to spend considerable time
on essential requirements like infrastructure,
scalability, availability, and security. Today, you
still must deliver on those essentials, but the
solutions you’re building—or, more accurately,
the solutions you want to be building—need to
do a lot more: support millions of users, span
the globe, make sense of petabytes of data,
and wow users in new ways.
At the same time, y
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
Forrester names Adobe as a Leader in customer analytics, according to the Forrester Wave: Customer Analytics Solutions, Q2 2018 report.
• We’re a Leader. But we won’t stop there. Adobe Analytics provides a superior product, executive vision, and strategy. We understand the needs of today’s marketers and customer insights professions, while staying ahead
of the curve on future analytics trends.
• Adobe Analytics fuels insight-driven customer experiences. Adobe has turned its mantra of “Make Experience Your Business” inward, by developing a marketer-friendly solution that doesn’t skimp on advanced analytical functionality.
• Adobe Analytics excels at real-time conversion of insights into action, superior usability, and AI-powered customer journey analytics.
• Adobe Analytics’ capabilities, such as Virtual Analyst, powered by Adobe Sensei, use artificial intelligence and machine learning to identify anomalies, contributing factors, and segment differences. What
Why data-driven businesses stand out from the crowd.
Why Should the Target Audience Care?
Enterprises need to become more data-driven by using more mature analytics tools to stand out from the crowd
Smart, effective customer analytics tools helps organizations reap the rewards of increased customer satisfaction and brand loyalty. Neglecting advances in customer analytics technology could seriously impact a company's ability to compete in the future marketplace. Where do your customers and prospects sit on the customer analyticsmaturity scale? Are they leaders or are they laggards?
Read "Customer Analytics: The 20 Attributes that Lead to Business Success" for insights into:
• the key drivers needed within an organisation that help grow customer analytics maturity
• why companies using paid analytics solutions experience more tangible benefits than those using free analytics
• how to distinguish customer analytics leaders from laggards
Adobe named a Leader in Forrester's DXP report (Forrester Wave™: Digital Experience Platforms, Q2 2019)
Why audience should care:
To keep pace with increasing customer expectations and drive business growth, you need to manage your customers' experiences from beginning to end. You need real-time customer insights, connected to solutions that deliver those experiences immediately. And just as important as technology are the people and processes you put in place.
This is significant, because in the first version of this report in 2015 Adobe was the only (albeit just barely) leader. In the second version in 2017, Adobe has been demoted and Oracle was a leader. Our advancements with Adobe Experience Platform have certainly had a significant impact on our positioning this year.
One of the key points highlighted for Adobe being a leader is the focus on enterprise-scale dynamic customer profiles and event-based integration and workflow.
Adobe continues to expa
Tough times require tough actions. Business as usual is not enough. In today's economic environment, you are asked to do more with less -- at lower risk. During this Webinar, you will hear from two IBM WebSphere Portal customers about how their portal solutions have helped them reduce costs, improve productivity, and grow revenue. Come prepared with questions and leave with new ideas and answers!
Published By: HP VMware
Published Date: Mar 03, 2008
This white paper, created for solutions architects, engineers, and project managers, contains planning information to help customers effectively plan a VMware Infrastructure running on HP ProLiant servers, HP StorageWorks storage solutions, and HP ProLiant Essentials management software components.
"The Industrial Internet of Things (IIoT) is flooding today’s industrial sector with data. Information is streaming in from many sources — equipment on production lines, sensors at customer facilities, sales data, and much more. Harvesting insights means filtering out the noise to arrive at actionable intelligence. This report shows how to craft a strategy to gain a competitive edge. It explains how to evaluate IIoT solutions, including what to look for in end-to-end analytics solutions. Finally, it shows how SAS has combined its analytics expertise with Intel’s leadership in IIoT information architecture to create solutions that turn raw data into valuable insights.