Omni-Channel Customer Care: How to Deliver Context-Driven Experiences

Aberdeen research shows that technology tools are among the top factors influencing agents’ ability to meet and exceed customer expectations. Of the tools agents use, agent desktop is arguably the most important one. This report highlights the business value companies observe by optimizing the agent desktop. It’ll also illustrate the key activities and technologies contact centers use to empower agents and help them succeed in creating happy customers.

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True or False: Debunking Flash Myths

This e-book addresses common misconceptions about enterprise flash storage, providing clarity for anyone using or considering flash in enterprise environments. Learn about old myths laid to rest and the reality of how enterprises can make full use of their flash storage investment.

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Keys to Business Success with All-Flash Storage

Are you building a business case for replacing disk systems with all-flash? Read this paper to find out what enterprise users are saying about their own experiences with all-flash storage. Findings are based on over a dozen different product reviews.

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Make Your Infrastructure Data Ready with NetApp

Your IT team is struggling with aging, inflexible, and complex infrastructure and processes that make it difficult to support new business needs or take advantage of cloud. Learn how you can transform your data infrastructure using flash storage to meet service level performance and availability, enabling your team to focus on the delivery of new applications and services.

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Top 3 Things You should Know about Modernizing your SAN eBook

Migrating to a flash storage solution does much more than simply save you money. Read this ebook and learn the top three things to know about modernizing your SAN. Find out how you can accelerate your most important apps by up to 20 times compared to traditional storage—while minimizing downtime.

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Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

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Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

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5-Minute Guide to Natural Language Processing

An Intelligent Search Interface Understands the User

When you search on Google, or with Siri, or Alexa, you can be sure that the system knows that when you say “NJ” you mean “New Jersey.” But when you search for something in the enterprise -- on SharePoint, or in Salesforce, or even across multiple systems, if you can do that - does the system recognize the intent of your search?

Is your enterprise search system smart enough to make a connection between “NJ” and “New Jersey”?

Natural Language Processing (NLP) is about understanding the meaning behind the text, interpreting the user’s request, and matching the answer to the intent.

Download the Five-Minute Guide to Natural Language Processing to learn how text analytics and NLP help cognitive search systems deliver intelligent answers that drive user adoption and improve productivity.

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5-Minute Guide to Search-Based Applications for Financial Services

How enterprise search can give your financial services firm a competitive edge

Download our Search Based Applications for Financial Services 5-Minute Guide to learn how enterprise search can give your financial services firm a competitive edge in these three vital ways:

  • CUSTOMER RETENTION AND UPSELL - Provide a 360 degree view of the customer that unifies all sources of information.
  • eCOMMUNICATIONS SURVEILLANCE - Enable holistic monitoring that reduces risk and protects brand value.
  • SALES AND TRADING ACCELERATION - Delivers a superior information discovery solution with exceptional time-to-value.

Get your copy of Attivio's Five-Minute Guide to Search-Based Applications for Financial Services now.

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Best Practices to Effectively and Efficiently Deploy PCs and Other Assets

How can IT put PCs in the hands of their users without draining staff time and resources? IDC has put forth a deployment optimization model to help IT organizations understand how to deploy systems in less time, with fewer resources, and with better results. The model provides plenty for IT professionals to think about, including the wisdom of leaving some or all of the tasks to deployment experts who deploy PCs all day, every day.

Join this on demand webcast today to learn about IDC’s view of the PC market, powered by Intel® Core™ processors, where it is headed, and best practices associated with their deployment optimization model.

Speakers:

  • Rob Brothers, IDC, Program Vice President, Software and Hardware Support and Deployment Services
  • Jason Christensen, Dell EMC, Product Manager

Join this on demand webcast from Dell and Intel® today

Intel Inside®. Powerful Productivity Outside.

Intel, the Intel Logo, Intel Inside, Intel Core, and Core Inside are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries

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How to Tackle Challenges of Information Technology

Every company today is a software company and, as a result, business and technology strategies ought to be very intertwined. But often, those strategies aren’t in alignment, leading to challenges in information technology. And in today’s hyper-competitive business environment, that can be disastrous. Companies have to ask themselves: How can we tackle challenges of information technology? Are we doing IT wrong?

Today’s CIOs are the key players who enable organizations to respond to the disruptive forces and information technology challenges impacting all industries — mobile, IoT, and SaaS among others. In order to increase speed and agility there must be a strong partnership between IT and the rest of the business.

Read this e-book to learn:

  • Why we have been doing IT wrong, and how putting culture first and technology second, valuing reuse, and leveraging KPIs can push CIOs to the right direction.
  • How IT teams can address their delivery gap and increase project delivery speed by adopting a new IT operating model: API-led connectivity.
  • How APIs can close the IT delivery gap and become the de facto way of packaging up and exposing applications, devices, and data.
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The Value of Connectivity

Everywhere you turn there’s another thought leader or business strategist talking about the importance of digital transformation. In an IT survey conducted by MuleSoft, more than two-thirds of IT decision makers (ITDMs) said they were undertaking digital transformation initiatives.

One of the key factors to achieving digital transformation is organizational agility. In this whitepaper we will discuss the measurable and quantifiable benchmarks to achieving greater agility and show how, by implementing an application network, companies in numerous industries were able to meet and, in many cases, exceed those benchmarks.

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Building a Digital Platform to Lead in the API Economy

The enterprise world is changing faster than ever. To compete, it is now necessary to do business at an almost unprecedented size and scale. In order to achieve this scale, winning companies are establishing digital platforms that extend their organizational boundaries. But what is the right way to build these platforms?

Read this whitepaper to discover:

  • Why establishing a digital platform is important for today's hyper-competitive business environment
  • How to build a digital platform by creating and integrating APIs
  • Case studies of how organizations built digital platforms and the successful outcomes they experienced
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APIs and DevOps – Great Alone, Better Together

Every enterprise recognizes the need to change the way they work to deal with today’s hypercompetitive business environment. That’s why DevOps has become so important to enterprise IT; a DevOps model increases reliability and minimizes disruption, with the added side benefit of increasing speed.

But that isn’t enough. DevOps must be balanced with a focus on asset consumption and reuse to make sure the organization is extracting maximum value out of all the newly built assets. And that’s where an API strategy comes in.

Download this whitepaper to discover:

  • The right way to create a DevOps model in your organization
  • How to use an API strategy called API-led connectivity to complement and enhance a DevOps model
  • How Anypoint Platform can help your organization get the most out of adopting DevOps
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Business Process Management (BPM)

Using an API strategy as a foundation for BPM

Business Process Management is an important part of continuous improvement and business transformation, but many organizations struggle with implementing it effectively. Learn how a holistic API strategy, API-led connectivity, can help your organization implement BPM with ease.

This whitepaper will cover:

  • An overview of Business Process Management
  • A new way of thinking about implementing BPM with APIs
  • A walkthrough of a use case on how an organization uses API-led connectivity to successfully implement BPM
  • Best practices to adopt BPM with Anypoint Platform
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