World’s Third Biggest University Interactive Chat Response (ICR)
Our client is a prestigious university with high enrollment rates. Before Call Center Studio, they used to outsource their call center operations. However, the company wasn’t able to address the high demand during peak seasons such as registration/enrollment and exam periods.
The client also had a chat platform operating on Adobe to help decrease call traffic by navigating students to chat services. However, Adobe’s infrastructure requires updates from all end-users, which actually complicated things even further.
Eventually, students would experience trouble with the chat service and end up calling the university’s call center. The chat system was also unable to direct the students to the correct representative. Thus, the call center agents were overwhelmed with all the chat-related calls when they already had their plates full.
Call Center Studio exceeded expectations by using ICR to solve the problems, providing the university with a huge efficiency boost.
<img src = "https://library.slashdotmedia.com/wp-content/uploads/2021/12/Worlds-Third-Biggest-University-Interactive-Chat-Response-ICR.jpg" width="400" height="510"
Black Friday Chatbot via Google Dialogflow
Our client is one of the regional leaders within the e-commerce industry and wanted to remain anonymous for this case study. Despite having an expanded call center team, they were challenged to manage their increasing traffic during Black Friday. Increasing the number of agents was just insufficient, costly, and not sustainable.
To better manage the increasing call volume, reduce agents’ stress and decrease customer complaints in the most efficient and effective way, the client needed a chatbot that would understand customer requests and provide solution.
As a solution, Call Center Studio designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.
<img src = "https://library.slashdotmedia.com/wp-content/uploads/2021/12/Black-Friday-Chatbot-via-Google-Dialogflow.jpg"
Nextlink Takes Network Management to the Next Level with Opmantek
In 2019, Nextlink implemented solutions from Opmantek for its monitoring, management, data collection and other operational tasks across its network. One of the products Nextlink uses, an event manager that automates event handling through extendable policies that enrich, correlate, organize and manage all the events in Nextlink’s environment.
With opEvents, Nextlink can automate event diagnostics and leverage intelligent automation to remediate network events which has helped to streamline its workflow. Using process automation, opEvents, modelled by Nextlink’s troubleshooting procedure, automates the troubleshooting and remediation of events, reducing the mean time to resolution (MTTR) when faults occur.
Case Study: Architectural Firm Improves Autodesk Revit Performance With Cisco UCS, NVIDIA T4 GPUs, and Citrix Virtual Desktops
Designed and built for better collaboration
HKS, a global architectural firm based in Dallas, is renowned for delivering designs that inspire, connect and perform. In an ironic twist, the firm found itself facing connection and performance issues of its own. Their technology strategy was keeping the firm’s 1,400 specialists in 23 offices around the globe from efficiently sharing files and collaborating at the highest levels.
In this case study, learn how HKS implemented Cisco UCS, NVIDIA T4 GPUs, and Citrix Virtual desktops to overcome the following challenges:
- Improving intra-office collaboration and productivity
- Minimizing large file transfers and application latency
- Simplifying systems management and scalability
Goldman Sachs uses Forward Enterprise to model entire 15,000+ device network
How does Goldman Sachs perform end-to-end path analysis, and proactively ensure that network behavior is aligned with stated policies and intent? They use Forward Enterprise for network modeling and network verification. With Forward, Goldman Sachs has significantly improved operational efficiency and successfully reduced change-related incidents.
Read why a Fortune 50 financial services company calls Forward Enterprise a critical component of their infrastructure automation, and how their network engineering team relies on the Forward platform as the single source of truth for their network
Cosine Additive
When he co-founded Cosine Additive Inc. to design a 3D printer that could be economically competitive with traditional manufacturing methods, CTO Andrew McCalip had one design platform in mind. “I’ve always preferred SOLIDWORKS because it’s the most modern package and supports an intuitive, common-sense approach to design,” he says. Learn more. Read the case study.
Customer Support Transformation – The Guide to Essential Practices and Metrics
TeamSupport recently issued a major industry report in collaboration with ServiceXRG called Customer Support Transformation: The Guide to Essential Practices and Metrics. This report examines important trends in customer support delivery and offers tangible guidance for customer support and service professionals to meet growing expectations of both customers and company executives.
This report examines:
- Customer demand for Support services.
- Practices companies use to manage and respond to customer Support requests.
- Metrics and measurements for Support.
- Benchmarks to indicate current performance levels.
- Strategies and practices to scale Support.
- New challenges and opportunities for Support.
Download the report to learn more.
X by Orange: Digital business built on OpenShift and AWS
Orange has built a new company that uses digital infrastructure and a digital services portfolio to increase its presence in Spain’s small and medium-sized enterprise (SME) market.
Case Study: RIGA Airport
RIGA Airport is one the busiest and fastest growing international airports in the Baltics. In order to allow their people and teams to effectively connect and collaborate amidst multiplying data, they deployed Microsoft® SharePoint®, which created barriers to team productivity and general data security.
The airport's biggest challenge was missing an overview of access rights and not being able to track changes to permissions as they occurred. They were looking for a solution to eliminate data security threats and improve overall governance by preventing unwarranted access rights from increasing.
With SolarWinds® Access Rights Manager (ARM), the principal solution developed by SolarWinds, RIGA Airport was able to limit access rights to a need-to- know basis, thereby helping reduce data security risks, as well as help ensure accountability and compliance with internal policies by knowing who accessed which files.
Ford Motor Company adopts Kubernetes and Red Hat OpenShift
Ford Motor Company seeks to provide mobility solutions at accessible prices to its customers, including dealerships and parts distributors who sell to a variety of retail and commercial consumers. To speed delivery and simplify maintenance, the company sought to create a container-based application platform to modernize its legacy stateful applications and optimize its hardware use. With this platform, based on Red Hat OpenShift and supported by Red Hat and Sysdig technology, Ford has improved developer productivity, enhanced its security and compliance approach, and optimized its hardware use to improve operating costs. Now, the company can focus on exploring new ways to innovate, from big data to machine learning and artificial intelligence.
Global automotive pioneer modernizes services with containers and DevOps
See how Ford Motor Company built a security-focused container platform to speed service delivery and reduce hardware costs with Red Hat and Sysdig.
Mining company integrates SAP systems for Industry 4.0 with Linux platform
See how Metalloinvest, Russia's largest mining company, created a foundation for automated, data-centric operations with Red Hat Enterprise Linux for SAP Solutions.
Global automotive pioneer modernizes services with containers and DevOps
See how Ford Motor Company built a security-focused container platform to speed service delivery and reduce hardware costs with Red Hat and Sysdig.
Sullivan Solar Power’s IT Leader Enables Lead Generation and Revenue Growth
When Daniel Sullivan started Sullivan Solar Power he had one goal in mind: to transform the way the world generates electricity.
At the time his company launched in 2004 it was one of few in the San Diego area that installed solar power systems. Since then not only has Sullivan Solar Power grown tremendously, so has the industry itself.
But the company’s fast growth was hindering their ability to deliver. Sullivan Solar Power needed to find a way to stay ahead of the competition. Company leaders quickly identified that they needed a better way to manage an exploding volume of sales leads.
The company’s spreadsheet-based system for tracking leads was inconsistent and impossible to report on making it difficult to know the actual number of leads. The team turned to Quick Base to quickly build a centralized system to manage sales leads and other key company information. They have since leveraged Quick Base to streamline multiple processes and functions, from multiple business functions like HR, Purchasing, and IT.
eBay Scales Up Mobile Marketing with AppsFlyer
In the early days of eBay’s mobile marketing efforts, the team chose a basic attribution setup that enabled them to connect with a handful of advertising partners. Every such integration required extensive resources from eBay, an investment of numerous man-hours by multiple teams.
eBay’s business goals for their mobile app matured over time, requiring a more elaborate, scalable, agile attribution provider. The solution that answered their needs was AppsFlyer, offering self-serve access to an ecosystem of over 5,700 advertising and technological partners. AppsFlyer enabled eBay to integrate quickly with multiple partners around the world, test the value of each and optimize quickly.