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By: Broadsoft     Published Date: May 25, 2017
This eBook is for contact center management and business executives looking for ways to increase the efficiency and productivity of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this eBook provides best practice steps to break down the resulting application silos, unify them, and improve the operational efficiency of your contact center. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this eBook will provide best practices to prevent building application silos.
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     Broadsoft
By: Broadsoft     Published Date: May 25, 2017
This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.
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     Broadsoft
By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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     Broadsoft
By: Dell EMC     Published Date: May 10, 2017
In this short presentation from PUND-IT, discover why a Global 500 retailer—struggling with managing increasingly complex IT and supply chain environments—chose Dell EMC Vblock Systems over HPE to manage a variety of workloads and realize significant savings. Download this report from Dell EMC and Intel® to learn more.
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     Dell EMC
By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Jun 22, 2017
As the pressures of digital disruption force companies to either transform or die, companies in Asia’s BFSI sector are rushing to integrate cutting-edge technologies and roll-out innovative new services to their customers. Fortunately, thanks to rapidly advancing technologies, developments in the regulatory landscape and the initiative of leading BFSI organisations, we are seeing incredible examples of innovation within the sector on a monthly, if not weekly, basis. To celebrate this trend, we will showcase in this article a selection of the latest and greatest innovations offered by Asia’s leading BSFI organisations, which we believe represent the future of BFSI services not just in the region, but worldwide.
Tags : technology efficiency, market dynamics, data privacy, data security, device management, platform management, enterprise management
     Juniper APAC DWA Cloud Leads July 2017
By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Jun 22, 2017
Juniper Networks works with leading companies around the world to increase the service agility of their networks. With simple, open, and smart networks, financial services firms can bring innovative new services to market faster and at lower costs. They can leverage Juniper’s expertise, experience, and partner ecosystem to build agile, service-aware networks. Juniper is a leader in high-performance, highly reliable routing, switching, and security, with solutions deployed in some of the most complex networks in the world across banking, capital markets, and insurance providers. A broad ecosystem of solution, services, delivery, and consulting partners can provide businesses with a complete offering that enables innovation.
Tags : financial services, financial security, data security, cloud security, network security, business protection
     Juniper APAC DWA Cloud Leads July 2017
By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Jun 22, 2017
The digital financial services world has created an amplified set of challenges for the data center and network. Its role in enabling the success of the wider institution has become even more critical, but to deliver this it needs to provide a higher level of performance with increased agility, while maintaining high levels of efficiency and security. This is forcing institutions to transform their underlying IT capabilities, with the need to simplify the network, obtain more flexible connectivity, automate IT operations, and enable centralized control and administration being core strategies in this respect. As shown in Figure 8, this is driving a number of requirements for the future network. Key considerations for financial institutions in architecture design and vendor selection should be around moving toward a software-defined, intelligent, cloud-ready, and open network that enables the institution to meet its ICT imperatives and achieve these key ICT strategies.
Tags : account security, data management, network protection, secure systems, application security, network performance, network diagnostics
     Juniper APAC DWA Cloud Leads July 2017
By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Jun 29, 2017
Whilst the FSI sector races to implement cutting-edge technologies such as AI, blockchain and automation, there are no mutually agreed upon set of best practices to implement these technologies. As a result, organisations are using their own blend of strategic initiatives and company culture to drive innovation, with varying levels of success. To help, this article features advice from five of the leading experts in the FSI and technology sector today. Several of the most visible tactics to kick-start innovation in FSI organisations include launching innovation or incubation centres, launching hackathons, partnering with or acquiring start-ups, venture investment or simply trying to develop solutions in house. Whilst each of these approaches has potential, there is a risk that organisations fall into the trap of innovation theatre, in other words, failing to effectively integrate cutting edge technology into key business functions.
Tags : business resources, enterprise headcounts, individual roles, organizational charts, corporate initiatives, management principles, department optimization
     Juniper APAC DWA Cloud Leads July 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance. To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices
Tags : home page support, faq escalation, points of right-channeling, frustration points, page headers and footers, business driver, chat channel, customer satisfaction
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Mobile, relationship intelligence, and sales coaching are necessities for today’s sales organization and are pervasive capabilities for every sales automation solution category. No vendor solely offers these capabilities without complementing them with other functions. Instead, they are embedded across the categories mentioned above. For example, sales content management providers cannot compete without extensive mobile expertise; market intelligence and customer success do not work without relationship intelligence; and sales coaching is not constrained only to the sales performance management vendors.
Tags : sales content management, customer success, market intelligence, sales acceleration, sales performance management, partner relationship, contract life cycle
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
When organizations are managing sales performance, it is critical to balance and align each enablement and operational component. Misalignment – or too much focus on one element –can dramatically detract from performance levels and the ability to measure results. An organization may temporarily need to emphasize a particular component when it sees a challenge, but ultimately success depends on striking the correct balance across all SPM components.
Tags : goals and objectives, competency model, onboarding and certification, coaching, review process, sales activities, metrics, compensation
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
Tags : scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
What this case study reveals is that, with the right leadership, it is possible to turn a company around and make it far more responsive and relevant to its customers, and as a result deliver growth and profits. The upshot of D+M's cultural and business transformation has been a return to growth and profitability. The entire enterprise has played its part, which is why the annual Chairman's Award has recognized individuals who have lived the winning cultural values and achieved excellence in performance. Winners have included factory workers and services people. The firm also continues to innovate with HEOS WMS capabilities extending to the other brands. Customer experience continues to be an area of deep cross-functional focus, and feedback from customers provides a clear indication that the customer experience throughout their buying and ownership journeys is rated highly.
Tags : visionary leadership, adaptive enterprise architecture, simplified processes, continuous innovation, rewarding pervasive cx, acute sensing capabilities, collaborative
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
That’s why we’ve taken some of the old business preconceptions – whether service specific or not - ripped them up and rewritten five new business rules, designed to debunk some time-honoured myths and help you and your organisation take a leap towards that much-feted goal of customer centricity. Read on for the new rules we recommend, maybe take those and mix them with your own, why not share them @OracleCX? At a minimum we hope these new ways of looking at business will help provoke the questions you, and others, need to ask of your organisation – in fact, we’ve included key questions that will help provoke some conversations, so you can start to build a picture of what’s going well and where there may be room for more discussion and investigation.
Tags : customer service, customer behavior, sla, service metrics, business outcomes, vision for delivery, digital customer
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By creating a connected field service ecosystem, organizations can increase their response time, reduce mean time-to-resolution and eventually, power a more predictive service model. This will enable a new level of field service productivity and cost-savings from increased efficiencies. Organizations will also be able to provide exceptional customer experiences consistently. Customer disruption and asset downtime will be minimized, and organizations will be able to empower their field service resources with insight into the issue before they arrive at the customer site. All thanks to a unified field service and IoT strategy.
Tags : internet of things, iot, daily activity, industry innovation, field service, organization management, device efficiency, telecommunications
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
By investing in your customer experience teams, next-generation approach, and customers, you empower the modern customer across all touch points and create remarkable experiences. Oracle has the most complete set of customer experience cloud applications to help you meet change, achieve growth, and drive customer loyalty.
Tags : service, commerce, cpq, cloud, sales, social, marketing
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
For sales teams to be successful in the age of the customer, they need tools that help them close more deals, faster. Some CRM tools are underused because they’re not geared to helping reps sell in the modern era. This may be because they’re complicated to use; because they’re isolated from the apps your reps use every day; or because they don’t give reps the information they need. Today, sales automation is not (just) about managing accounts, contacts, and activities. It’s about gaining insight that provides a competitive edge, having access to predictive information, being able to collaborate in real time, creating quotes in front of the customer, updating forecasts. All at any time, from any place, using mobile devices—all helping to drive sales and pipeline.
Tags : sales, mobile, analytics, customer data, sales automation, accounts, contacts, predictive information
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
If you’re looking to improve sales performance, optimize ecommerce, implement marketing automation, expand social media, deliver better customer service, or utilize accurate Configure-Price-Quote (CPQ) – it’s all Oracle. And, the icing on the cake? All of these solutions are integrated, but modular. We offer a breadth of solutions that you can not only buy individually, but can also easily integrate with existing or additional solutions as your business needs grow. Adapt your customer experience strategy to new technology in Forrester's navigate the future of CRM in 2017 Report.
Tags : mobile, artificial intelligence, chatbots, internet of things, integrated suite, cloud solutions
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
The past five years have marked the beginning of the “Age of the Customer,” in which technology and economic forces have put customers in control of their interactions with businesses. These businesses, hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves realigning and investing in new technology and business models with a specific focus on the customer experience.
Tags : online customer experience, cross channel, call center agent, improving mobile, store/branch, phone service, social computing
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile behavior and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases. Don’t fall in the “we need an app for everything” trap — some users need big screens, some users don’t. Some need a rich experience, others just need basic functions. Your strategy must take all of these dynamics into consideration.
Tags : data search, mobile devices, customer service, organization optimization, employee expectations, opportunities, global oracle data centers, data center traffic
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 12, 2017
This digibook contains a step-by-step guide to overcoming the new challenges of raised expectations, big data, and globalization, with case studies and examples of how smart CFOs are redefining reporting.
Tags : finance, cfo, digital transformation, digibook, big data, globalization
     Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 12, 2017
This digibook contains a step-by-step guide to leading process management and overcoming the cultural and procedural challenges, with case studies and examples of how smart CFOs are leading the transformation of their enterprises.
Tags : digital transformation, digibook, process management
     Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 12, 2017
If anyone remained skeptical about the cloud’s utility— and staying power—as a delivery mechanism for everything from infrastructure as a service (IaaS) to platform as a service (PaaS), software as a service (SaaS), and more, a quick look at recent statistics would surely change their mind. Indeed, with the cloud software market reaching US$48.8 billion in 2014 and anticipated to grow to US$112.8 billion by 2019, it’s clear that cloud computing is not just the way of the future, it’s also the way of the present.
Tags : erp, cloud, iaas, paas, saas, cloud computing
     Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 12, 2017
Enterprises tend not to view project management as a holistic process. Much like the disparate systems they have in place, they see a disparate collection of issues. They typically look to solve specific pain points with single applications. Rather than migrate an entire enterprise to a new system, they are looking to manage a problem spot and have it flow into a specific component (e.g., cost, human capital leverage, or how demand is driven) as needed. In many cases, however, the pain points are symptoms of a larger issue, and to remove them the situation must be viewed in the context of the full project life cycle. Oracle Project Portfolio Management (PPM) Cloud, part of the integrated suite that is Oracle ERP Cloud, not only does this, but it’s also built with the user in mind… solving the PPM pain points through role-based analytics, social collaboration, optimization, costing, control, and mobile solutions for today’s project team.
Tags : ppm, project portfolio management, erp, oracle, cloud
     Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 12, 2017
In recent years, business forecasts have had to become faster and more flexible—ready to be adjusted at a moment’s notice. As earnings and product cycles accelerate, it has become clear that the business world is decisively moving towards treating rolling forecasts as standard. A slow process of budgeting and forecasting is no longer enough. This digibook contains a step-by-step guide on how to meet stakeholders’ expectations, with case studies and examples of how smart CFOs are adapting their processes to improve the quality and timeliness of their business forecasting.
Tags : forecast, digital transformation, digibook, cfo, process, case study
     Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
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