support center

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Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support
    
Cisco
Published By: ttec     Published Date: Jul 24, 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of existence. In our experience, multichannel is the ability to interact with customers across many different channels, but not necessarily in a cohesive fashion. As new channels become available, they are “bolted on” to existing customer experience infrastructure such as CRM or customer support systems. Too frequently, the management of these channels becomes siloed (web versus in-store sales, for example). The effect of this from the customer experience standpoint can be disjointed and jarring. For example, the resolution of an issue following a customer conversation with an associate in the contact center may not be reflected when the customer goes online or into a store. Yet the ability to offer multichannel service experience is table stakes for today’s business. If you’re not available in the channels where customers want you to be, you cease to b
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ttec
Published By: CodeBaby     Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
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online self-service, customer experience, customer service, intelligent virtual assistants, conversion optimization, tech support, crm, web self-service, contact center management, virtual agent, knowledgebase, ecommerce, mcommerce, live chat, website optimization, multi-channel branding
    
CodeBaby
Published By: Comcast Business     Published Date: Mar 24, 2015
Today’s K-12 schools are hungry for bandwidth. The reason is clear: highperforming, reliable and easily expanded network services support the latest classroom innovations, including videoconferencing, 1:1 computing, distance learning and modern learning management systems. It’s no surprise then that progressive educators now see a direct link between the overall success of their school districts and access to high-capacity networks. This emerged as a clear trend in new research by the Center for Digital Education (CDE) — a commanding 98 percent of administrators and IT representatives said the future of K-12 education hinges on ubiquitous connectivity. This white paper lays a framework for planning and implementing high-performance networks. In addition to explaining why now’s the time to plan network upgrades, this paper answers one of the fundamental questions asked by IT managers at schools everywhere: “How much network capacity will we actually need?”
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education, network modernization, high-performance networks, bandwith, classroom innovations
    
Comcast Business
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: VMware, Inc     Published Date: Oct 28, 2014
For organizations with disaster recovery services in place, the challenge often lies in supporting the ongoing maintenance and re-evaluating the initial investment versus newer offerings as their environment continues to expand, or leases expire. Fortunately, the landscape of disaster recovery solutions is shifting to accommodate changing IT needs. VMware vCloud® Air™ Disaster Recovery provides simple, affordable, automated processes for replicating and recovering critical applications and data — at a fraction of the cost of duplicating infrastructure or maintaining additional data centers. Organizations can afford to scale their efforts as needed, with flexible terms and resource options.
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cloud, disaster recovery, infrastructure, automated processes, replication
    
VMware, Inc
Published By: Zendesk     Published Date: Aug 22, 2017
Shopping around for customer support software? Here’s our cheat sheet with over 50+ questions to ask each vendor in your RFP. We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro.
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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: Dell EMC & Intel     Published Date: Apr 13, 2018
The pace of business is lightning fast. Technology runs faster – and customers want service even faster still. To keep up with the demands of a company in this age, you need hardware infrastructure capable of supporting large amounts of work with a more responsive experience. Our work in the Principled Technologies datacenter showed that the 14th generation Dell EMC™ PowerEdge™ R720xd could deliver just that. Intel Inside®. New Possibilities Outside.
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Dell EMC & Intel
Published By: HP and Intel ®     Published Date: May 06, 2013
This paper summarizes and evaluates the prevalence and efficacy of data center virtualization deployments, as well as the hardware that supports them. The conclusions drawn from this report are based on analysis of both quantitative market research and two qualitative interviews with a CIO and CTO in healthcare and finance, respectively. Each customer, referred to ESG by Hewlett-Packard (HP), had extensive experience deploying both server and desktop virtualization. The goal of the study was to determine the IT and business drivers to adoption of virtual technologies, the expected and realized benefits, ensuing infrastructure decisions,future outlook of the data center, and best practices for deployment.
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data center, virtualization, data center management, automation, agile, storage, van, virtual application network, infrastructure, desktop virtualization
    
HP and Intel ®
Published By: HP and Intel ®     Published Date: May 02, 2013
This paper summarizes and evaluates the prevalence and efficacy of data center virtualization deployments, as well as the hardware that supports them. The conclusions drawn from this report are based on analysis of both quantitative market research and two qualitative interviews with a CIO and CTO in healthcare and finance, respectively. Each customer, referred to ESG by Hewlett-Packard (HP), had extensive experience deploying both server and desktop virtualization. The goal of the study was to determine the IT and business drivers to adoption of virtualization technologies, the expected and realized benefits, ensuing infrastructure decisions, future outlook of the data center, and best practices for deployment.
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HP and Intel ®
Published By: Schneider Electric     Published Date: Oct 17, 2016
In this paper, we address critical questions about the implications of Open Compute on the upstream power infrastructure, including redundancy, availability, and flexibility. We introduce simplified reference designs that support OCP and provide a capital cost analysis to compare traditional and OCP-based designs. We also present an online TradeOff Tool that allows data center decision makers to better understand the cost differences and cost drivers to various architectures.
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Schneider Electric
Published By: CDW     Published Date: Apr 04, 2016
Open Compute has had a significant impact on the thinking about data center design. Until now, the focus has been on systems at the rack level, leaving unanswered questions about the power infrastructure upstream of the rack. In this paper, we address critical questions about the implications of Open Compute on the upstream power infrastructure, including redundancy, availability, and flexibility. We introduce simplified reference designs that support OCP and provide a capital cost analysis to compare traditional and OCP-based designs. We also present an online TradeOff Tool that allows data center decision makers to better understand the cost differences and cost drivers to various architectures.
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data, application performance, data protection, performance optimization, data center, infrastructure management
    
CDW
Published By: CDW - APC     Published Date: Apr 07, 2016
Open Compute has had a significant impact on the thinking about data center design. Until now, the focus has been on systems at the rack level, leaving unanswered questions about the power infrastructure upstream of the rack. In this paper, we address critical questions about the implications of Open Compute on the upstream power infrastructure, including redundancy, availability, and flexibility. We introduce simplified reference designs that support OCP and provide a capital cost analysis to compare traditional and OCP-based designs. We also present an online TradeOff Tool that allows data center decision makers to better understand the cost differences and cost drivers to various architectures.
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data, application performance, data protection, performance optimization, data center, infrastructure management
    
CDW - APC
Published By: IBM     Published Date: Sep 16, 2014
In 2013, Bon Ton Stores invested in upgrading IT, continuing to update and expand its eCommerce sites, and launching a new mobile site supporting delivery of promotions and online purchasing. A central aspect of this technology upgrade involved the replacement of an x86 server environment, supporting eCommerce with ten IBM® PowerLinux™ 7R2 servers and IBM PowerVM® running IBM WebSphere® Commerce on SUSE Linux operating systems. This case study highlights of some of the key aspects of this significant migration and its results, including how Bon-Ton IT executives support the business and what they prioritize, why they decided to make this move, what performance and capability resulted, and how it affected full data center costs and business resilience.
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stack costs, online purchasing, promotion delivery, mobile retail
    
IBM
Published By: IBM     Published Date: Sep 16, 2014
In 2013, Bon Ton Stores invested in upgrading IT, continuing to update and expand its eCommerce sites, and launching a new mobile site supporting delivery of promotions and online purchasing. A central aspect of this technology upgrade involved the replacement of an x86 server environment, supporting eCommerce with ten IBM® PowerLinux™ 7R2 servers and IBM PowerVM® running IBM WebSphere® Commerce on SUSE Linux operating systems. This case study highlights of some of the key aspects of this significant migration and its results, including how Bon-Ton IT executives support the business and what they prioritize, why they decided to make this move, what performance and capability resulted, and how it affected full data center costs and business resilience.
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stack costs, online purchasing, promotion delivery, mobile retail
    
IBM
Published By: Zendesk     Published Date: Aug 22, 2017
Zendesk helps its customers increase agency efficiency and CSAT ratings, improve ROI, and more. Use our Forrester estimator to calculate the economic benefits Zendesk can bring.
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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, forrester, roi calculator
    
Zendesk
Published By: DellEMC and Intel®     Published Date: Jul 05, 2017
Č tempo di passare a All-Flash. Per i clienti Dell EMC, il 2016 č l'anno del data center All-Flash. Grazie a un'offerta amplissima per combinazione di prestazioni, prezzo e densitŕ, tutti possono approfittare della tecnologia Flash, qualunque sia la dimensione dell'organizzazione. Riduci i costi e la complessitŕ dello storage con prestazioni affidabili e a bassa latenza: scopri come le soluzioni di storage All-Flash Dell EMC supportate da Intel® possono modernizzare il tuo data center. Processore Intel® Xeon® Ultrabook, Celeron, Celeron Inside, Core Inside, Intel, il logo Intel, Intel Atom, Intel Atom Inside, Intel Core, Intel Inside, il logo Intel Inside, Intel vPro, Itanium, Itanium Inside, Pentium, Pentium Inside, vPro Inside, Xeon, Xeon Phi e Xeon Inside sono marchi di Intel Corporation o di societŕ controllate da Intel negli Stati Uniti e/o in altri Paesi
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ultrabook, celeron, celeron inside, core inside, intel, il logo intel, intel atom, intel atom inside, intel core, intel inside, il logo intel inside, intel vpro, itanium, itanium inside, pentium, pentium inside, vpro inside, xeon
    
DellEMC and  Intel®
Published By: Citrix Systems     Published Date: Jul 28, 2015
In this white paper we will discuss: • Why data center limitations are restricting business agility. • How Cisco Application Centric Infrastructure (ACI) supports frequent changes in applications and infrastructure. • How Cisco and Citrix® have integrated NetScaler® with ACI to improve data center agility.
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Citrix Systems
Published By: Cisco and NVIDIA Corporation     Published Date: May 06, 2019
IT organizations are no longer just a business support function and cost center—they are expected to drive business as part of the core corporate strategy. Adding to this, IT landscapes continue to increase in complexity, complicating management and innovation. Digital transformation helps IT adapt to these changes. Building a hybrid or multi-cloud IT environment can help you transform successfully. An effective cloud environment can provide: • Improved infrastructure management and flexibility • More time for IT to focus on strategic projects rather than manage data centers. • Better IT cost management In fact, 49% of companies cite “modernized IT infrastructure and technologies with increased agility, flexibility, manageability, and security” as a digital initiative on their long-term roadmap.
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Cisco and NVIDIA Corporation
Published By: Cisco and NVIDIA Corporation     Published Date: Jun 13, 2019
IT organizations are no longer just a business support function and cost center—they are expected to drive business as part of the core corporate strategy. Adding to this, IT landscapes continue to increase in complexity, complicating management and innovation. Digital transformation helps IT adapt to these changes. Building a hybrid or multi-cloud IT environment can help you transform successfully. An effective cloud environment can provide: • Improved infrastructure management and flexibility • More time for IT to focus on strategic projects rather than manage data centers. • Better IT cost management In fact, 49% of companies cite “modernized IT infrastructure and technologies with increased agility, flexibility, manageability, and security” as a digital initiative on their long-term roadmap. To learn more, download this eBook!
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Cisco and NVIDIA Corporation
Published By: Cisco     Published Date: Dec 21, 2016
The data center infrastructure is central to the overall IT architecture. It is where most business-critical applications are hosted and various types of services are provided to the business. Proper planning of the data center infrastructure design is critical, and performance, resiliency, and scalability need to be carefully considered. Another important aspect of the data center design is the flexibility to quickly deploy and support new services. Designing a flexible architecture that can support new applications in a short time frame can result in a significant competitive advantage. The basic data center network design is based on a proven layered approach that has been tested and improved over the past several years in some of the largest data center implementations in the world. The layered approach is the foundation of a data center design that seeks to improve scalability, performance, flexibility, resiliency, and maintenance.
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Cisco
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
The 8x8-CCNG survey shows more and more companies are moving their contact centers to the cloud, and for a range of reasons that is appealing to almost every business center. Most prominent among those objectives are better business continuity, scalability, supporting remote workers, and integrating new technologies like multi-channel capabilities. Does your contact center employ remote agents? More than half do or respondents do! Across industries, prioritizing top talent and supporting remote workers is a growing concern. Cloud contact centers support this objective by making the full set of technologies and features available to all users, wherever they are located. Download now to learn more.
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8x8, cloud contact center, remote work, scalability, cloud computing
    
8x8 Inc.
Published By: Lenovo and Microsoft     Published Date: Aug 13, 2013
The end of support date for Windows XP–April 8, 2014 is rapidly approaching, after which the potential for security vulnerabilities will dramatically increase. Companies with lots of Windows XP machines still in use need help upgrading in this compressed timeframe. Lenovo has an answer, as its Image Technology Center (ITC) services along with the Lenovo In-Place Migration (IPM) product can help internal IT staff quickly and successfully migrate from Windows XP to Windows 7 or Windows 8 with a minimum of disruption to users and the organization.
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security, windows 8, windows xp, secure platform, enterprise computing, mdm, client virtualization software
    
Lenovo and Microsoft
Published By: Genesys     Published Date: Jun 27, 2019
Your call center tech stack is a mess, and it’s hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech. There are many things to consider including: Infrastructure, both aging and new Existing tech and limitations IT support Users, training and business needs This ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call center tech.
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Genesys
Published By: IBM     Published Date: Oct 10, 2013
Increasingly demanding IT requirements are necessitating change to the data center network (DCN). Like servers and storage, the network needs to evolve to deliver the flexibility and scalability required by a more virtualized IT environment. In this interview, Michele Girola, IBM network integration services product manager, explains how to enhance your DCN to support evolving technologies today and in the future. Listen to the full 12-minute interview or read the two-page abbreviated version to learn how IBM is working with clients to build a better data center network.
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data center network, new technologies, data center, supporting technology, dcn, flexibility and scalability, product manager, network integration, enhance technologies, client relationships, better data
    
IBM
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