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Published By: Interactions     Published Date: Feb 27, 2019
The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough— in a compettve, customer-obsessed environment, there is always room for improvement. In a recent research report on Customer Efort, Interactons found that customers simply aren’t willing to spend a lot of tme getng their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes efort and frustraton. And do all of this while reducing the ever increasing cost and complexity of customer care. So how do you get started with developing a successful customer care strategy? We’ve outlined 4 steps that address the major points you need to consider when building a customer care roadmap.
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Interactions
Published By: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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Interactions
Published By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
Account-Based Marketing (ABM) is one of the truest ways to align your sales and marketing operations to drive holistic account interactions that yield higher returns. According to the Alterra Group, “84% of marketers find that ABM provides significant benefits for retaining and expanding existing client relationships, while 97% say that it delivers a higher ROI than other marketing methods.”able revenue.” Download this brief to discover how ABM can help guide sales strategies, improve prospecting, and increase conversions.
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Oracle Marketing Cloud
Published By: Oracle Marketing Cloud     Published Date: Oct 06, 2017
A recent Argyle survey found that nearly 60% of marketing organizations currently use some form of Account-Based Marketing (ABM), while 28% plan to use it in the near future. This shows the rising importance of ABM in the marketing mix. However, ABM does have its challenges. Almost 30% of the same respondents claimed that maintaining personalized, but consistent interactions with prospects was the most prominent challenge in ABM. For more insight on how marketing executives are optimizing ABM, download this survey.
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Oracle Marketing Cloud
Published By: Cisco     Published Date: Dec 27, 2017
The market for communications is shifting to one in which multi-modal interactions will become the norm. Voice, video, and messaging Communications and Collaboration will drive the future of this market. As messaging becomes a larger part of the Communications landscape, Mobile Collaboration is poised to take on a larger enterprise role, by way of shifting email to more of a confirmation tool. Moreover, the convergence of content types under UCC will be greatly enhanced by a categorized and dynamic ontology-driven knowledge framework that goes beyond search. Once the framework supports are in place, UCC will accelerate its momentum at an even greater rate than it already is today. This Research Note identifies the new elements of UCC and how enterprises can plan for the shift to multi-modal communications.
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Cisco
Published By: Oracle     Published Date: Jul 05, 2017
Every user’s first interaction with your website begins with a series of DNS queries. The Domain Name System (DNS) is a distributed internet database that maps human-readable names to IP addresses, ensuring users reach the correct website when entering a URL. DNS mappings are maintained in special-purpose servers called DNS nameservers. When a user enters your company’s URL, a DNS query is routed to a DNS nameserver containing the address mappings for your company’s internet domain.
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advanced traffic steering, global internet visibility, open programming interfaces, risk management tools, secondary dns
    
Oracle
Published By: Oracle     Published Date: Nov 30, 2017
Every user’s first interaction with your website begins with a series of DNS queries. The Domain Name System (DNS) is a distributed internet database that maps human-readable names to IP addresses, ensuring users reach the correct website when entering a URL. DNS mappings are maintained in special-purpose servers called DNS nameservers. When a user enters your company’s URL, a DNS query is routed to a DNS nameserver containing the address mappings for your company’s internet domain.
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traffic, dns, internet, visibility, programming, interfaces, optimization, routing
    
Oracle
Published By: Oracle Dyn     Published Date: Dec 06, 2017
Every user’s first interaction with your website begins with a series of DNS queries. The Domain Name System (DNS) is a distributed internet database that maps human-readable names to IP addresses, ensuring users reach the correct website when entering a URL. DNS mappings are maintained in special-purpose servers called DNS nameservers. When a user enters your company’s URL, a DNS query is routed to a DNS nameserver containing the address mappings for your company’s internet domain.
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traffic, dns, internet, visibility, programming, interfaces, optimization, routing
    
Oracle Dyn
Published By: athenahealth     Published Date: Apr 30, 2013
Our web-based patient communication system and services go well beyond medical scheduling software by improving all patient interactions outside of the office. Learn how physicians can communicate with patients online and improve their bottom lines with our unique approach to medical scheduling software and other automated messaging services.
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healthcare, medical, hitech act, ehr, patient engagement, practice efficiency, self-pay collections
    
athenahealth
Published By: athenahealth     Published Date: Sep 05, 2013
The large family practice located near Boston, MA leverages athenaCommunicator, an on-demand, automated and live patient communication service that supports and streamlines patient-physician interactions outside the exam room.
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athenahealth, suite of services, athenacommunicator, live patient communication service, patient-physician interactions
    
athenahealth
Published By: Cisco     Published Date: Nov 18, 2015
The Internet of Everything (IoE) is a continuous interaction among people, processes, data, and things. Sensors, networks, and smart devices are ubiquitous, providing a torrent of streaming data or big data. The Internet of Things (IoT), which is a network of physical objects accessed through the Internet that can sense and communicate, is a component of IoE. Cisco is helping customers and strategic partners leverage the full potential of IoE to achieve radical results across all sectors and industries. Indeed, IoE is capable of helping public safety and justice agencies increase cost efficiency, improve safety and security, provide better response times, and increase productivity.
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ioe, public safety, justice, emergency response, networking, security, enterprise applications
    
Cisco
Published By: SAP     Published Date: Nov 22, 2017
To keep up with sweeping global economic and societal changes, public services organizations are undergoing significant technology-driven transformation. Aging populations, rapid urbanization, political instability, concerns about sustainability and resiliency, and changing worker and resident expectations are driving public services organizations to radically improve operations and service delivery. At the core of this transformation is the ability to collect and process vast amounts of data to help to improve outcomes and services. One way to generate this data is through the Internet of Things (IoT) — which IDC defines as a network of networks of uniquely identifiable endpoints or “things” that communicate without human interaction using IP connectivity. The IoT is a transformational technology that can reshape the public sector, enabling improved outcomes and new services such as remote patient monitoring, advanced traffic solutions and predictive policing.
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global, economic, societal, technology, driven, transformation, political
    
SAP
Published By: SAP     Published Date: Nov 22, 2017
Consumer industries are facing once in a lifetime changes in the way they engage and interact with their customers and consumers. Whether consumer products, retail, or wholesale, there are two broadly unifying trends. First, consumers have both heightened influence and increased expectations. Second, several largely untapped digital technologies have the potential to enable new capabilities to better satisfy customer needs. For the key consumer industries of agribusiness, consumer products, life sciences, retail, and wholesale, the Internet of Things (IoT) will enable many new opportunities. These industries have a shared goal and challenge: to be able to create and offer engaging end consumer and/or customer experiences at scale. Part of the way that companies will achieve this goal and respond to this challenge is by developing digital transformation (DX) strategies. Such strategies enable new and potentially disruptive capabilities with a broad range of technologies.
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consumer, industries, interactions, customers, products, retails, wholesale, influence, digital, technologies
    
SAP
Published By: IBM     Published Date: Feb 22, 2016
This ebook explores how an enhanced 360-degree view of the customer optimizes and facilitates more personalized customer interactions.
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ibm, data, customer, mdm, customer interactions, personalization, enterprise applications, data management
    
IBM
Published By: IBM     Published Date: May 16, 2016
The data-driven organization is the new benchmark for success. Firms that harness data to dictate strategic and tactical decisions companywide make more informed business plans, better optimize operations, improve customer interactions, and provide competitive edge. To achieve these benefits, organizations increasingly see data refinement - transforming raw data from various sources into relevant and actionable information and delivering it through self - service access to any user who needs it - as the path toward success by helping break though immature processes and legacy systems. However, data refinement only functions as well as the strategies and approaches behind it. Organizations that do not understand the right way to embrace refinement will fail to catch up to competitors that have mastered the correct approach.
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ibm, forrester, data-driven organization, data, analytics, analytic architecture, data management, business analytics, business intelligence
    
IBM
Published By: IBM     Published Date: May 26, 2017
Securing your infrastructure, your customer interactions and protecting your data are critical to preserving your reputation and your bottom line. Many cyber attacks remain undetected for up to eight months1 and can cost an organization an average of 11 million USD.2 Today’s cyber actors are becoming more sophisticated, agile and capable of getting past any network security. Organizations must evolve, replacing traditional defensive security strategies with a proactive, intelligence-driven offense to prevent and disrupt these threats. IBM® i2® Enterprise Insight Analysis is a next generation intelligence solution that enables organizations to incorporate cyber threat hunting into their security strategy and turn their defense into a proactive offense.It helps organizations uncover critical insights about their threats and threat actors so they can mitigate and counter more threats with a combination of multi-dimensional visualte analysis capabilities
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ibm, ibm i2, cyber security, customer interaction, enterprise insight analysis
    
IBM
Published By: Blue Coat Systems     Published Date: Jul 07, 2011
This report examines the interactions of malware ecosystems, including user behavior, malware hosting sites and delivery networks and offers effective strategies to build better defenses.
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blue coat, wan optimization, secure web gateway, malware, defenses, security, attacks, threats, application performance monitoring, anti spam, anti spyware, anti virus, application security, disaster recovery, encryption, firewalls, hacker detection, internet security, intrusion detection, intrusion prevention
    
Blue Coat Systems
Published By: Salesforce.com     Published Date: Oct 28, 2013
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
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customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions, customer interaction service, customer relationship management, customer satisfaction
    
Salesforce.com
Published By: Keynote     Published Date: Apr 23, 2014
In the world of digital interactions, the margin between success and disengagement or abandonment is measured in milliseconds. With the exploding adoption of advanced smartphones and tablets, you need a mobile-first approach to engaging with customers and employees. And as your mobile initiatives are delivered at increasingly rapid rates, the quality and reliability of the mobile apps, mobile web and connected services that support them has become critically important. For the technology teams delivering customer and employee services in the mobile channel, it is important to understand that performance monitoring solutions which work for the desktop cannot be simply applied to mobile. Managing the mobile end user experience requires an understanding of the challenges posed by the complexities of the mobile environment. This paper will reveal the 4 pillars of mobile performance, plus offer strategies for accurately monitoring mobile end user experience so you can continuously improve.
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mobile application monitoring, mobile application monitoring system, mobile app performance, mobile application performance, app monitoring, monitor mobile applications, web performance monitoring tools, performance monitoring, web application monitoring, mobile website performance, mobile website optimization, mobile web monitoring, keynote, wireless, enterprise applications, telecom
    
Keynote
Published By: Teradata     Published Date: Sep 21, 2015
This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help customer insights (CI) professionals select the right partner for their RTIM needs.
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application management, business analytics, business process management (bpm), cloud applications, desktop management, experian, forrester, integrated cloud solution, management fundamentals, marketing management software, application performance management, business process management, cloud computing
    
Teradata
Published By: Mitel     Published Date: Apr 07, 2017
L'expérience client est un facteur clé de différenciation dans l'environnement ultraconcurrentiel actuel. Plus que jamais, cette expérience est façonnée et proposée via des interactions numériques. Bien que la majorité des communications se font toujours par téléphone, les consommateurs comptent maintenant davantage sur les méthodes numériques, telles que le courrier électronique, les SMS, le chat en ligne et les réseaux sociaux. Les consommateurs se sont habitués au confort de pouvoir contacter l'entreprise par le média qui leur convient, où qu'ils soient. Ils s'attendent également à pouvoir basculer sans difficulté d'un moyen de communication à l'autre lorsqu'ils sont en déplacement.
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Mitel
Published By: Arrow Electronics     Published Date: Oct 28, 2015
The Internet of Things enables a level of communication, collaboration and interaction between devices, sensors, machines and people that has never before been possible. This connectivity is what is called an intelligent system, and it’s revolutionizing the way we think about edge products.
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Arrow Electronics
Published By: Ping Identity     Published Date: Feb 12, 2016
Over the last five years, there has been a major shift in how enterprises need to look at and secure customer identities while offering access to critical applications. Hyper-connected customers are blurring the lines of customer interactions. They’re adopting new patterns of engagement that spread the customer journey and experience across multiple channels.
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Ping Identity
Published By: Genesys     Published Date: May 10, 2016
Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.
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genesys, contact center, customer experience, omnichannel, desktop, enterprise applications
    
Genesys
Published By: Genesys     Published Date: May 10, 2016
When people engage via digital touchpoints with your organization, they may forge seemingly random, winding paths along their journeys. Yet, no matter how many channels or interactions are involved, for the customer it is a single experience.
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call center, cloud call center, cloud contact center, omnichannel, genesys, ebook, digital customer service, customer experience, contact center, touch points, omni channel, enterprise applications
    
Genesys
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