Category Archives: Help desk

How confluence of cloud, UC and data-driven insights newly empowers contact center agents

The next BriefingsDirect customer experience insights discussion explores how Contact center-as-a-service (CCaaS) capabilities are becoming more powerful as a result of leveraging cloud computing, multi-mode communications channels, and the ability to provide optimized and contextual user experiences. More than ever, … Continue reading

Posted in artificial intelligence, big data, Business intelligence, Business networks, Cloud computing, contact center, data analysis, data center, Enterprise transformation, Help desk, machine learning, managed services, professional services, User experience | Tagged , , , , , , , | Leave a comment

ITSM automation and intelligence gains deliver self-service help to more users

The next BriefingsDirect IT support thought leadership discussion highlights how automation, self-service and big data analytics are combining to allow IT help desks to do more for less. We’ll learn how automation and ITSM-driven insights endow help desk personnel with … Continue reading

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Cloud approach to IT service desk brings analysis, lower costs and self-help to BMC Remedyforce users

Listen to the podcast. Find it on iTunes. Read a full transcript or download a copy. Sponsor: BMC Software. Join Danielle Bailey and Alec Davis at Dreamforce 2012 Sept. 18-21 in San Francisco. The next BriefingsDirect discussion examines how two … Continue reading

Posted in BMC Software, data center, ERP, Help desk, Information management, mobile computing, professional services, Salesforce.com | Tagged , , , , , , , | Leave a comment