Agile, Secure, Reliable: World-Class Customer Service in the Cloud

Size: px
Start display at page:

Download "Agile, Secure, Reliable: World-Class Customer Service in the Cloud"

Transcription

1 Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus

2 2 Why Deliver Customer Service in the Cloud? In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That s why so many of the world s most successful organizations choose to deliver customer service in the cloud.

3 3 With our growth rate continuing to climb, RightNow helps our customers receive the support they need in real-time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue to improve our customer s experience. Michele Watson, Vice President of Global Customer Care, Match.com Organizations across the globe are making the move to the cloud to help them: Reduce costs and accelerate ROI Get more flexibility for less capital outlay Harness world-class performance and reliability Deliver airtight security and rigorous compliance Refocus resources on the core business Foster innovation by freeing up skilled IT staff Improve agility with flexible tools and a scalable platform This ebook is a short introduction to the many benefits of moving customer service to the cloud. Links to further resources can be found on the final page.

4 4 Smart Business As companies look for new ways to survive and prosper in rapidly changing markets, IT leaders are under increasing pressure to demonstrate the value that technology brings to the table. Boardroom demands to do more with less are nothing new, but now cloud services are making it easier to meet those expectations. Rapid implementation Getting to market first is critical to building competitive advantage. And getting a fast return on your investments is vital to deliver real business value from IT. Deploying customer service applications in the cloud eliminates the usual configuration and testing complexities, providing a comprehensive set of tools for designing, building and connecting services in the cloud, helping you: Accelerate application deployment to get maximum value from your investments Deliver ROI from day one with reduced costs and minimal business disruption Scale easily by starting small, proving ROI and rapidly adapting to your growing business Total flexibility Markets don t stand still and neither can your business. Only companies with flexible, scalable IT environments can respond quickly and efficiently to changing market conditions and business needs. Customer service in the cloud offers a simple way to deliver the performance and capacity you need, when you need it, allowing you to: Effortlessly scale resources to meet even the most extreme spikes in demand Easily make changes to applications, enabling continuous customer service improvements

5 5 One thing we didn t realize when we first started on the RightNow journey was how flexible it really is. RightNow gives you so much capability; it s just a question of how you choose to use it. Amanda O Donnell, Head of Customer Experience, Virgin Mobile, Virgin Mobile Australia High availability When it comes to delivering world-class customer service, system outages are not an option. But the complexity of traditional on-premise environments can make unplanned downtime a costly problem for many businesses. Deploying customer service in the cloud eliminates these problems by delivering the highest standards of reliability, security and scalability to help you: Ensure mission-critical availability for customer service applications and data Reduce the cost and complexity of delivering always-on customer service tools Gain anytime, anywhere access with encrypted, Web-based administration tools Access the best products and services Developing, testing and deploying onpremise customer service solutions takes time and money and money that could be better spent elsewhere. Customer service in the cloud provides access to marketleading products and services at a fraction of the cost and effort, allowing you to: Maximize business value with fast, affordable upgrades and enhancements Offer outstanding service without the capital expense and management overhead Deliver a global customer experience with support for multiple languages

6 6 Smarter IT A commonly held view of cloud services is that they re only about cost reductions. As we ve seen already, cloud services offer much more than simple cost savings. Customer service in the cloud doesn t just make great business sense it empowers IT organizations to do far more than ever before. Lower Total Cost of Ownership (TCO) Too many companies throw away money on underutilized systems that are expensive to maintain, upgrade and replace. The challenge to deliver consistent outstanding service to more customers can put a strain on the limited resources available to many IT organizations. With customer service in the cloud, you only pay for what you use, allowing you to: Dramatically reduce TCO with subscription-based pricing and seamless scalability Redirect resources to invest in projects that develop your core business Upgrade effortlessly with no costly hardware refreshes or disruptive downtime

7 7 A recent Frost & Sullivan study measured the cost savings of hosted contact center systems against on premise systems. The report revealed that companies deploying hosted contact center solutions saved as much as 77% of the TCO compared to on-premise systems during the first year of use alone. Hosted contact center services delivered significantly lower TCO than comparable premise-based systems. Companies saved up to 77% of the TCO and not less than 36% using hosted versus premise in the first year of use. Frost & Sullivan, Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

8 8 Simplify IT Complex IT infrastructures are the cause of many management headaches. And with the increase in worker mobility and Bring Your Own Device (BYOD) initiatives, IT environments are becoming more complex by the day. With customer service in the cloud, these layers of complexity are removed and dealt with by the cloud vendor, enabling you to: Reduce complexity in IT environments to improve internal resource utilization Meet the challenges of a mobile workforce and the consumerization of IT Enable innovation When highly-skilled IT staff are spending time performing routine maintenance and operational tasks, they re not adding value to your business. Moving customer service to the cloud frees staff to focus on developing the innovations that differentiate your business and drive it forward, helping you to: Build competitive advantage by getting innovations to market quickly and cost-effectively Focus internal resources on high-value projects that drive your business forward Spend more time innovating and less time on system administration and risk management

9 9 Minimize risk While migrating to the cloud makes clear commercial sense, many organizations opt out due to security and reliability concerns. But with the right vendor, applications and data can be even more secure and reliable than they would be on-premise and your data remains your data, with no issues should you decide to switch providers. Moving customer service to the cloud means you can: Deliver a robust solution with secure global access and a fully redundant architecture Get maximum security for mission-critical applications and sensitive customer data RightNow s robust solution meets the needs of our business with easy translation management, powerful reporting, and a solution that is scalable to the company s rapid global growth. Beyond that, it s all available to us without the capital investment of software development and management. Colby Parrott, Knowledge Base and Training Manager in Customer Operations, SurveyMonkey Simplify compliance by removing the need for internal controls

10 10 The Smartest Way to Deliver Customer Service in the Cloud With RightNow, we can adapt to the continually changing travel industry. We rely on RightNow to enable us to provide complete, accurate information, and to update that information at a moment s notice. Oracle RightNow Platform Oracle RightNow CX Cloud Service offers a comprehensive suite of powerful, integrated tools for enabling customer service experience excellence, adapting rapidly to changing business needs, providing consistent and insightful interactions, and delivering proven, reliable service. Jeff Hudson, Systems Delivery and Product Manager, Travelocity

11 11 With cloud-based customer service powered by Oracle RightNow Platform you can: Deliver outstanding multi-channel experiences to every customer, every time Gain valuable customer insight by delivering relevant knowledge across all interactions Oracle RightNow Platform includes Oracle RightNow Virtual CIO Cloud Service, Oracle RightNow Service Experience Platform and Oracle RightNow App Builder products to give you complete control over your customer service cloud deployments. Get the right information, fast with highest level of relevance for every query Ensure complete security and simplify compliance with all regulatory mandates Maximize efficiency with real-time cloud performance monitoring

12 12 Oracle RightNow Virtual CIO Cloud Service Oracle RightNow Virtual CIO Cloud Service provides near-real-time visibility into critical performance metrics, offering complete operational transparency, and providing CIOs and senior IT managers with actionable insight to: Support decision-making with clear performance insight and risk visibility Respond quickly to changing conditions with real-time cloud service monitoring Plan effectively for the future with sophisticated trend analysis Oracle RightNow Service Experience Platform Oracle RightNow Service Experience Platform provides a reliable, secure and scalable platform for mission-critical cloud deployments. Its available-anytime architecture delivers consistent highavailability and an uptime guarantee backed by money back SLAs, meaning you can: Gain peace of mind with industry-leading security compliance certifications Deliver world-class reliability to build and maintain trust in your brand Scale seamlessly to meet evolving business needs

13 13 Oracle RightNow App Builder Products Oracle RightNow App Builder products provide powerful tools for configuring, extending and integrating customer service experience applications in the cloud. These tools allow developers, designers and business analysts to ensure you get maximum value from your cloud deployment, ensuring you can: Configure and extend your cloud to support your unique business processes Integrate your cloud with other enterprise systems with open, standards-based APIs Engage your customers using visual tools to design consistent customer service experiences

14 Next Steps Over the last 10 years, Oracle RightNow CX Cloud Service has developed a mature cloud infrastructure to lead the way in SaaS delivery, supporting over 2 billion global transactions a day for some of the world s largest brands. Find out more (866) GET IN TOUCH STAY CONNECTED Discover how Oracle RightNow CX Cloud Service solutions help you deliver exceptional customer experiences that give you a real competitive advantage.

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

Understanding the CLOUD

Understanding the CLOUD Understanding the CLOUD The changing landscape 01 How the cloud works 02 Benefits of the cloud 03 Doing it right and maximising value 04 Inventory in the cloud 04 ACCESS YOUR DATA ON ANY DEVICE, ANYTIME

More information

Journey to SaaS: How You Can Grow Your Software Business by Moving to the Cloud

Journey to SaaS: How You Can Grow Your Software Business by Moving to the Cloud A FROST & SULLIVAN EXECUTIVE SUMMARY Journey to SaaS: How You Can Grow Your Software Business by Moving to the Cloud In Collaboration With: View the ondemand version of the ebroadcast: www.frost.com/isv

More information

Accelerating the path to SAP BW powered by SAP HANA

Accelerating the path to SAP BW powered by SAP HANA Ag BW on SAP HANA Unleash the power of imagination Dramatically improve your decision-making ability, reduce risk and lower your costs, Accelerating the path to SAP BW powered by SAP HANA Hardware Software

More information

Achieve full value from your applications. Avanade Application Development Solutions

Achieve full value from your applications. Avanade Application Development Solutions Achieve full value from your applications Avanade Application Development Solutions We have developed a commercial-grade software development factory that I would stack up against any commercial software

More information

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS A Unified View of Network Monitoring One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS Executive Summary In the past few years, the enterprise computing technology has changed

More information

Answering Your Questions about the Cloud Contact Center

Answering Your Questions about the Cloud Contact Center Answering Your Questions about the Cloud Contact Center Donna Fluss Founder & President DMG Consulting Tim Passios VP, Solutions Marketing Interactive Intelligence, Inc. Table of Contents Q: As companies

More information

The Small Business Cloud Outlook. An inside look at how small and mid-size businesses are turning to the cloud to solve everyday issues

The Small Business Cloud Outlook. An inside look at how small and mid-size businesses are turning to the cloud to solve everyday issues The Small Business Cloud Outlook An inside look at how small and mid-size businesses are turning to the cloud to solve everyday issues 1 Introduction Table of Contents 2 Introduction 5 Running Business

More information

Saas vs. Traditional ERP: Which is Right for You?

Saas vs. Traditional ERP: Which is Right for You? Saas vs. Traditional ERP: Which is Right for You? Eric Kimberling President and Chairman Panorama Consulting Solutions www.panorama-consulting.com Phone: 720-515-1ERP Twitter: @erickimberling 1 Agenda

More information

VMware Solutions for Small and Midsize Business

VMware Solutions for Small and Midsize Business SOLUTION BRIEF VMware Solutions for Small and Midsize Business Protect Your Business, Simplify and Save on IT, and Empower Your Employees AT A GLANCE VMware is a leader in virtualization and cloud infrastructure

More information

Desktop Solutions SolutioWhitepaper

Desktop Solutions SolutioWhitepaper Author: Mike Herrmann With organizations looking for new ways to cut costs and increase productivity, the use of cloud computing has grown. The most common form of cloud computing is for vendors making

More information

Supporting Customer Journeys and Your Business with a Cloud Contact Center. ebook

Supporting Customer Journeys and Your Business with a Cloud Contact Center. ebook Supporting Customer Journeys and Your Business with a Cloud Contact Center ebook COMPANIES ARE ACCELERATING MOVEMENT Contact Center Applications Are Going to the Cloud Frost & Sullivan / Sept 2014 Report

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

Setting the Record Straight About Cloud-Based Contact Centers

Setting the Record Straight About Cloud-Based Contact Centers Setting the Record Straight About Cloud-Based Contact Centers September 2012 Sponsored by: - 1-2012 DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Solutions Are Secure... 1 Cloud-Based

More information

The Rising Cost of Customer Service:

The Rising Cost of Customer Service: A FROST & SULLIVAN EXECUTIVE SUMMARY The Rising Cost of Customer Service: Cloud Strategies for Lower TCO, Higher Reliability, and a Competitive Edge In Collaboration With: View the ondemand version of

More information

Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service

Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service A Sumo Logic White Paper Introduction Managing and analyzing today s huge volume of machine data has never

More information

Hosted Contact Center Solutions

Hosted Contact Center Solutions Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact

More information

Transform your customer relationships. Avanade Customer Relationship Management Services

Transform your customer relationships. Avanade Customer Relationship Management Services Transform your customer relationships Avanade Customer Relationship Management Services The opportunity to improve business results with solutions that drive better customer relationships and insights

More information

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective WHITE PAPER OCTOBER 2014 Unified Monitoring A Business Perspective 2 WHITE PAPER: UNIFIED MONITORING ca.com Table of Contents Introduction 3 Section 1: Today s Emerging Computing Environments 4 Section

More information

VoIP Deployment Options

VoIP Deployment Options AN ATLANTIC-IT.NET WHITEPAPER VoIP Deployment Options Whether cloud-based or on premises, IP-based voice platforms can deliver a wide range of significant business benefits. 2 VoIP Deployment Options EXECUTIVE

More information

The business case for managed next generation firewalls. Six reasons why IT decision makers should sit up and take notice

The business case for managed next generation firewalls. Six reasons why IT decision makers should sit up and take notice The business case for managed next generation firewalls Six reasons why IT decision makers should sit up and take notice THREATWATCH Cyber threats cost the UK economy 27 billion pounds a year 92 percent

More information

A VERITAS PERSPECTIVE: Maximize Agility, Minimize Risk In The Multi-Vendor Hybrid Cloud

A VERITAS PERSPECTIVE: Maximize Agility, Minimize Risk In The Multi-Vendor Hybrid Cloud A VERITAS PERSPECTIVE: Maximize Agility, Minimize Risk In The Multi-Vendor Hybrid Cloud 1 THE HYBRID CLOUD DILEMMA Finding Agility without Adding Fragility Today, businesses have to move fast to stay competitive.

More information

Can Cloud Database PaaS Solutions Replace In-House Systems?

Can Cloud Database PaaS Solutions Replace In-House Systems? Can Cloud Database PaaS Solutions Replace In-House Systems? Abstract: With the advent of Platform-as-a-Service as a viable alternative to traditional database solutions, there is a great deal of interest

More information

HOW THE WEB IS CHANGING EVERYTHING IN THE SIGN INDUSTRY

HOW THE WEB IS CHANGING EVERYTHING IN THE SIGN INDUSTRY HOW THE WEB IS CHANGING EVERYTHING WHITE PAPER HOW THE WEB IS CHANGING EVERYTHING IN THE SIGN INDUSTRY And what you need to know to take advantage Topics included in this paper Introduction SaaS and Cloud-based

More information

CCaaS: The Smart Way to Solve Customer-Facing BPO Challenges

CCaaS: The Smart Way to Solve Customer-Facing BPO Challenges CCaaS: The Smart Way to Solve Customer-Facing BPO Challenges An Enghouse Interactive Whitepaper June 2016 Contents Introduction.... 2 How the Cloud is Improving Omni-Channel Contact Center Flexibility

More information

Contact Center Security: Moving to the True Cloud

Contact Center Security: Moving to the True Cloud White Paper Contact Center Security: Moving to the True Cloud Today, Cloud is one of the most talked about trends in the IT industry. It s a paradigm many believe will have a widespread business impact.

More information

Cloud based Contact Center: Does it Make Sense for Your Business?

Cloud based Contact Center: Does it Make Sense for Your Business? Cloud based Contact Center: Does it Make Sense for Your Business? Donna Fluss Founder & President DMG Consulting Joe Staples CMO Interactive Intelligence Table of Contents Q: As companies consider moving

More information

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility

What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility Your Guide to Cost, Security, and Flexibility What You Need to Know About Cloud Backup: Your Guide to Cost, Security, and Flexibility 10 common questions answered Over the last decade, cloud backup, recovery

More information

Enabling Database-as-a-Service (DBaaS) within Enterprises or Cloud Offerings

Enabling Database-as-a-Service (DBaaS) within Enterprises or Cloud Offerings Solution Brief Enabling Database-as-a-Service (DBaaS) within Enterprises or Cloud Offerings Introduction Accelerating time to market, increasing IT agility to enable business strategies, and improving

More information

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know I White Paper ERP and the Cloud: What You Need to Know Table of Contents Executive Summary... 3 Increased Interest in Cloud-Based ERP and SaaS Implementations... 3 What is Cloud/SaaS ERP?... 3 Why Interest

More information

INTRODUCTION. Specifically we looked at:

INTRODUCTION. Specifically we looked at: 3 INTRODUCTION The Evolve IP-CCNG 2014 North American Call Center Survey Results Paper examined the trends, concerns and spending in today s call centers. Specifically we looked at: Cloud-based versus

More information

WHITEPAPER. Why Businesses are Embracing Cloud IaaS

WHITEPAPER. Why Businesses are Embracing Cloud IaaS WHITEPAPER Why Businesses are Embracing Cloud IaaS Why Businesses Are Embracing Cloud IaaS The rise in virtualization means that businesses of all sizes must be positioned to take advantage of the flexibility,

More information

Cloud Based Document Management

Cloud Based Document Management Cloud Based Document Management WHY IS THE CLOUD IMPORTANT? The Information Explosion It is the information that is setting up competitive differentiation, not specifically products and processes. It is

More information

EMAIL MANAGEMENT SOLUTIONS SAFEGUARD BUSINESS CONTINUITY AND PRODUCTIVITY WITH MIMECAST

EMAIL MANAGEMENT SOLUTIONS SAFEGUARD BUSINESS CONTINUITY AND PRODUCTIVITY WITH MIMECAST EMAIL MANAGEMENT SOLUTIONS SAFEGUARD BUSINESS CONTINUITY AND PRODUCTIVITY WITH MIMECAST Enabling user efficiency with a cloud-based email platform With productivity, revenues and reputation at stake, an

More information

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD By Barbara Lewis 2013 W W W.OUT S OUR CING -CENT E R. C O M Outsourcing Center 2013. A Package Deal: Managed Cloud Services for Engineered Systems The

More information

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER

The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................

More information

Moving Network Management from OnSite to SaaS. Key Challenges and How NMSaaS Helps Solve Them

Moving Network Management from OnSite to SaaS. Key Challenges and How NMSaaS Helps Solve Them Moving Network Management from OnSite to SaaS Key Challenges and How NMSaaS Helps Solve Them Executive Summary In areas such as sales force automation and customer relationship management, cloud-based

More information

WHITE PAPER. How to choose and implement your cloud strategy

WHITE PAPER. How to choose and implement your cloud strategy WHITE PAPER How to choose and implement your cloud strategy INTRODUCTION Cloud computing has the potential to tip strategic advantage away from large established enterprises toward SMBs or startup companies.

More information

How to navigate the world of managed services and outsourcing

How to navigate the world of managed services and outsourcing - How to navigate the world of managed services and outsourcing A publication of : Introduction 3-5 The State of the Cloud 6-10 Navigating the In-between 11-17 The Managed Services Edge 18-23 Getting your

More information

Analytics In the Cloud

Analytics In the Cloud Analytics In the Cloud 9 th September Presented by: Simon Porter Vice President MidMarket Sales Europe Disruptors are reinventing business processes and leading their industries with digital transformations

More information

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered

What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered What you need to know about cloud backup: your guide to cost, security, and flexibility. 8 common questions answered Over the last decade, cloud backup, recovery and restore (BURR) options have emerged

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

vision realize your software-defined with the Digital Data Center from Atos Whitepaper

vision realize your software-defined with the Digital Data Center from Atos Whitepaper realize your software-defined vision with the Digital Data Center from Atos Whitepaper Revolutionize agility and flexibility. Accelerate time to market. Mitigate risk without inhibiting innovation. Reduce

More information

Public or Private Cloud: The Choice is Yours

Public or Private Cloud: The Choice is Yours white paper Public or Private Cloud: The Choice is Yours Current Cloudy Situation Facing Businesses There is no debate that most businesses are adopting cloud services at a rapid pace. In fact, a recent

More information

CompleteCare+ Enterprise Voice

CompleteCare+ Enterprise Voice There s more to communications than email: Unified communication and collaboration, information sharing and team productivity services Contents 1. Executive Summary 2. Introduction Enterprise-level communications

More information

Delivering Customer Delight... One Field Agent at a Time!

Delivering Customer Delight... One Field Agent at a Time! Delivering Customer Delight... One Field Agent at a Time! BORN for Field Service Management FieldOne Sky - Enterprise Field Management Solutions The most advanced, comprehensive and adaptable enterprise

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2

More information

VOXOX 5BENEFITS OF A. HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES. a VOXOX ebook. Communications to the Cloud:

VOXOX 5BENEFITS OF A. HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES. a VOXOX ebook. Communications to the Cloud: VOXOX 5BENEFITS OF A HOSTED VoIP SOLUTION FOR MULTI-OFFICE BUSINESSES a VOXOX ebook 0Taking 2013 VOXOX, Inc. Communications to the Cloud: CONTENTS 2 INTRODUCTION 3 TOP CHALLENGES 7 FINDING A SOLUTION 12

More information

Workforce Management in the Cloud. White Paper. Case Studies Reveal Benefits of Cloud Deployment. Sponsored by

Workforce Management in the Cloud. White Paper. Case Studies Reveal Benefits of Cloud Deployment. Sponsored by Workforce Management in the Cloud Case Studies Reveal Benefits of Cloud Deployment White Paper Sponsored by Table of Contents The Rationale for Cloud Computing 3 Adoption in the Enterprise 4 Human Capital

More information

Contact Center Security: Moving to the Cloud

Contact Center Security: Moving to the Cloud white paper Contact Center Security: Moving to the Cloud Table of Contents Executive Overview 2 A Critical Attribute of a Cloud Provider: Proven Security 2 How Do Well-established Companies Chose a Cloud

More information

Cloud Computing. Figure 1

Cloud Computing. Figure 1 HRG Insight: Cloud Computing Keeping apprised of terminology in today s constantly changing IT landscape can be a fulltime job for IT decisionmakers. Some terms lend themselves to a fairly educated guess

More information

Designed for Local Government Powered by Microsoft Dynamics

Designed for Local Government Powered by Microsoft Dynamics Designed for Local Government Powered by Microsoft Dynamics CouncilFirst is a Division of Open Systems Technology Pty Ltd (OST ) A Powerful, Flexible Business Solution CouncilFirst delivers a fully integrated

More information

Cisco Collaboration: Improve Collaboration, Improve Business

Cisco Collaboration: Improve Collaboration, Improve Business Solution Overview Cisco Collaboration: Improve Collaboration, Improve Business Work is more interconnected than ever before. Employees are more empowered and want greater freedom in how and where they

More information

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

More information

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new?

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE In today s digital age, it s

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Mobility-as-a-Service: Cost-Effectively Enable and Manage Enterprise Mobility in the Cloud

Mobility-as-a-Service: Cost-Effectively Enable and Manage Enterprise Mobility in the Cloud A Whitepaper for IT and Business Decision-Makers : Cost-Effectively Enable and Manage Enterprise Mobility in the Cloud An Independent analysis published on behalf of Fiberlink. Executive Summary THINKstrategies

More information

Cloud Hosting. Small and Mid-market Businesses Achieve Tremendous Benefit From Cloud Services

Cloud Hosting. Small and Mid-market Businesses Achieve Tremendous Benefit From Cloud Services Consider the challenges small to mid-size organizations typically face, and how well those challenges map to cloud computing strengths: Maximizing ROI. Smaller budgets mean every dollar spent must generate

More information

Why Consider Cloud-Based Applications?

Why Consider Cloud-Based Applications? Abstract Achieving success for today s compliance professional is both tougher and easier than ever. On one hand, there are more regulations and standards at almost every level, on the other, there are

More information

Case Study: D+M Group Cloud Consolidation: Migrating 15 physical data centers into three private clouds

Case Study: D+M Group Cloud Consolidation: Migrating 15 physical data centers into three private clouds Case Study: D+M Group Cloud Consolidation: Migrating 15 physical data centers into three private clouds Operational Impact and Benefits: Consolidate 15 data centers down to three private clouds Reduce

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

WHITE PAPER. 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software

WHITE PAPER. 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software WHITE PAPER 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software Cloud software allows your organization to focus on its strengths and outsource tough data storage

More information

How On-Premise ERP Deployment Compares to a Cloud (SaaS) Deployment of Microsoft Dynamics NAV

How On-Premise ERP Deployment Compares to a Cloud (SaaS) Deployment of Microsoft Dynamics NAV How On-Premise ERP Deployment Compares to a Cloud (SaaS) Deployment of Microsoft Dynamics NAV 13875 Cerritos Corporate Dr., #A Cerritos, CA 90703 Toll Free : (800) 969-APEX Tel : (562) 926-6820 E-mail

More information

The Rise of Cloud Contact Centers

The Rise of Cloud Contact Centers The Rise of Cloud Contact Centers White Paper The Rise of Cloud Contact Centers What does it take to be an Enterprise Cloud Solution? Full-featured Contact Center Platform Scalability & Migration Strategies

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

How Solace Message Routers Reduce the Cost of IT Infrastructure

How Solace Message Routers Reduce the Cost of IT Infrastructure How Message Routers Reduce the Cost of IT Infrastructure This paper explains how s innovative solution can significantly reduce the total cost of ownership of your messaging middleware platform and IT

More information

Duck Creek. On-Demand

Duck Creek. On-Demand Duck Creek On-Demand Ever wonder how your business could benefit from cloud computing? Wonder no more. Once considered an emerging technology, cloud computing is now being used by businesses in all industries

More information

The Customizable Cloud. How the Cloud Provides the More Flexible Alternative to Legacy ERP Platforms

The Customizable Cloud. How the Cloud Provides the More Flexible Alternative to Legacy ERP Platforms How the Cloud Provides the More Flexible Alternative to Legacy ERP Platforms Executive Summary For years, Enterprise Resource Planning (ERP) applications have been instrumental in integrating business

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth Customer Value Leadership Video Collaboration Europe, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year of business with

More information

ScaleArc for SQL Server

ScaleArc for SQL Server Solution Brief ScaleArc for SQL Server Overview Organizations around the world depend on SQL Server for their revenuegenerating, customer-facing applications, running their most business-critical operations

More information

IoT Business Solutions

IoT Business Solutions IoT Business Solutions Re-thinking Re-shaping Business Good Reasons for Businesses and Organizations to look into M2M / IoT now Become more efficient Actions based on real data from the field Avoid cost

More information

Enabling HR service delivery

Enabling HR service delivery Enabling HR service delivery Cloud HR 9 10 HR shared services and Outsourcing Global privacy and Security 11 12 Social media 9 Cloud HR What do a carve out from a global medical device maker, a fast-growing

More information

Managed Private Cloud for Microsoft Lync

Managed Private Cloud for Microsoft Lync Managed Private Cloud for Microsoft Lync www.connectsolutions.com sales@connectsolutions.com (510) 350-3500 You already know how Microsoft Lync can increase employee productivity and lower communication

More information

Get Started on your Journey to the Cloud Retail Industry

Get Started on your Journey to the Cloud Retail Industry Get Started on your Journey to the Cloud Retail Industry Written in collaboration by: Vic Miles Microsoft Retail Solutions Keith Champeau Fujitsu Center of Excellence Published: December 17, 2012 2012

More information

Alternatives to Legacy IT Systems: An Unbiased Look at the Current State of the Cloud Market

Alternatives to Legacy IT Systems: An Unbiased Look at the Current State of the Cloud Market Alternatives to Legacy IT Systems: An Unbiased Look at the Current State of the Cloud Market 2012 SAVVIS. All Rights Reserved. 1 Executive Summary There are a limited number of technologies which have

More information

Making Sense of Email Archiving for Microsoft Email Environments

Making Sense of Email Archiving for Microsoft Email Environments Making Sense of Email Archiving for Microsoft Email Environments Contents Why Email Archiving Matters.................................... 1 Archiving Challenges: PST Files and Other Enemies of Exchange

More information

An Application-Centric Infrastructure Will Enable Business Agility

An Application-Centric Infrastructure Will Enable Business Agility An Application-Centric Infrastructure Will Enable Business Agility March 2014 Prepared by: Zeus Kerravala An Application-Centric Infrastructure Will Enable Business Agility by Zeus Kerravala March 2014

More information

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? 5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face

More information

THE CORNERSTONE DIFFERENCE

THE CORNERSTONE DIFFERENCE THE CORNERSTONE DIFFERENCE INTRODUCTION In a market that has markedly shifted over the last few years towards large, generalist ERP suites and mixed delivery models, it has become quite clear that Cornerstone

More information

The Payoffs Of PaaS: Four Ways Cloud Platform As A Service Offerings Can Improve Performance While Reducing Operational Costs

The Payoffs Of PaaS: Four Ways Cloud Platform As A Service Offerings Can Improve Performance While Reducing Operational Costs The Payoffs Of PaaS: Four Ways Cloud Platform As A Service Offerings Can Improve Performance While Reducing Operational Costs The world of information technology is changing at a rapid pace, and it s essential

More information

Top 10 Reasons Enterprises are Moving Security to the Cloud

Top 10 Reasons Enterprises are Moving Security to the Cloud ZSCALER EBOOK Top 10 Reasons Enterprises are Moving Security to the Cloud A better approach to security Albert Einstein defined insanity as doing the same thing over and over again and expecting different

More information

AGILE ANALYTICS IN THE CLOUD 93% ORACLE BUSINESS INTELLIGENCE CLOUD SERVICE EXECUTIVE SUMMARY

AGILE ANALYTICS IN THE CLOUD 93% ORACLE BUSINESS INTELLIGENCE CLOUD SERVICE EXECUTIVE SUMMARY AGILE ANALYTICS IN THE CLOUD ORACLE BUSINESS INTELLIGENCE CLOUD SERVICE EXECUTIVE SUMMARY Your business is changing. Are you prepared for it? Can you quickly access all the information you need to analyze,

More information

17 Business Benefits of Endpoint Backup

17 Business Benefits of Endpoint Backup 17 Business Benefits of Endpoint Backup Many companies today are adopting endpoint backup solution to protect and restore data that reside on end user devices in response to trends, such as: BYOD, the

More information

7 things to ask when upgrading your ERP solution

7 things to ask when upgrading your ERP solution Industrial Manufacturing 7 things to ask when upgrading your ERP solution The capabilities gap between older versions of ERP designs and current designs can create a problem that many organizations are

More information

Is it time to upgrade to an easy-to-use, customer-centric policy system?

Is it time to upgrade to an easy-to-use, customer-centric policy system? Duck Creek Policy Is it time to upgrade to an easy-to-use, customer-centric policy system? To serve your customers at speed and scale, you need a broad, flexible policy system. Our proven software enables

More information

2014 SAP AG or an SAP affiliate company. All rights reserved.

2014 SAP AG or an SAP affiliate company. All rights reserved. SAP Cloud Solution/SAP Computing Connection Title Discover Runs How Here Cloud And Here Computing And Here Enables And Here the And Public Here Sector (max. to 85 Improve characters) Citizens Lives Technology

More information

IT Operations Management. Intelligent. Integrated. Innovative.

IT Operations Management. Intelligent. Integrated. Innovative. IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to

More information

Creative Shorts: Twelve lifecycle management principles for world-class cloud development

Creative Shorts: Twelve lifecycle management principles for world-class cloud development Creative Shorts: Twelve lifecycle management principles for world-class cloud development Foundations for optimal development on and for the cloud A Creative Intellect Consulting Shorts Report Series (ALM)

More information

Everything Your Business Needs in a Server, Nothing it doesn t.

Everything Your Business Needs in a Server, Nothing it doesn t. Everything Your Business Needs in a Server, Nothing it doesn t. Ideal as a first server for small businesses with up to 25 users, Windows Small Business Server 2011 Essentials provides a cost-effective

More information

Securing Enterprise Mobility for Greater Competitive Advantage

Securing Enterprise Mobility for Greater Competitive Advantage SAP Brief SAP Technology SAP Afaria Objectives Securing Enterprise Mobility for Greater Competitive Advantage Build a strong foundation for mobile success Build a strong foundation for mobile success Enterprise

More information

Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management

Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management Ensuring High Service Levels for Public Cloud Deployments Keys to Effective Service Management Table of Contents Executive Summary... 3 Introduction: Cloud Deployment Models... 3 Private Clouds...3 Public

More information

EOH Cloud Backup - End User. EOH Cloud Services - EOH Cloud Backup - End User

EOH Cloud Backup - End User. EOH Cloud Services - EOH Cloud Backup - End User EOH Cloud Backup - End User EOH Cloud Services - EOH Cloud Backup - End User Page 1 EOH Cloud Backup - End User The modern business uses an astounding amount of data, with business continuity depending

More information

Skelta BPM and High Availability

Skelta BPM and High Availability Skelta BPM and High Availability Introduction Companies are now adopting cloud for hosting their business process management (BPM) tools. BPM on cloud can help control costs, optimize business processes

More information

EMS Solutions That Grow Your Business

EMS Solutions That Grow Your Business EMS Solutions That Grow Your Business Discover the Industry s Only 100% Web-based, End-to-End Solution. DISPATCH EPCR CLAIMS REQUEST A DEMO 866.864.9033 medapoint.com/contact-us/advanceone Who We Are OUR

More information

PLATFORM & INFRASTRUCTURE AS A SERVICE

PLATFORM & INFRASTRUCTURE AS A SERVICE PLATFORM & INFRASTRUCTURE AS A SERVICE Creating New Efficiencies Industry Perspective Executive Summary It s undeniable that cloud computing has changed the way that government does business. With the

More information

Best Practices: Cloud Computing for Associations

Best Practices: Cloud Computing for Associations Best Practices: Cloud Computing for Associations What You Should Expect from this Session A solid understanding of cloud computing and Software as a Service Best practices for how cloud computing is being

More information

SAP HANA Software for Small Businesses and Midsize Companies

SAP HANA Software for Small Businesses and Midsize Companies SAP Solution in Detail Database and Technology SAP HANA SAP HANA Software for Small Businesses and Midsize Companies Table of Contents 3 Quick Facts 4 Pioneer New Frontiers with SAP HANA 5 Turn Obstacles

More information