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Salesforce.com Updates Desk.com for SMBs
Salesforce.com recently released an upgrade to Desk.com, a cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). Now Desk

ticketing agents  cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). In contrast to Salesforce.com's enterprise-level customer service product, Service Cloud , Desk.com's main trait is its ability to be deployed quickly. Now Desk.com (formerly known as Assistly ), which is available on the Salesforce AppExchange marketplace, features a customizable console, allowing agents to view customer data such as account and sales information with filters to organize the data how they want Read More

Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » ticketing agents


Vulnerability Management Buyer’s Checklist
Choosing a solution for vulnerability management (VM) is a critical step toward protecting your organization’s network and data. Without proven, automated

ticketing agents  can integrate with third-party ticketing systems via a dedicated ticketing API, which provides a programmatic XML-based interface for ticket extraction and manipulation. For example, QualysGuard provides built-in integration with the Remedy Help Desk system and has a dedicated ticketing API to integrate with other trouble-ticketing solutions. How does the solution manage remediation efforts? A large network often has many remediation tickets open at any point in time. A manager needs to understand Read More
Parature to Bolster Microsoft Dynamics CRM
Microsoft just announced that it has acquired Parature, a cloud-based customer engagement solutions provider, and will add a leading customer self-service suite

ticketing agents  Web and Facebook, support ticketing, mobile customer care on virtually any device the customer chooses to use, social customer support, and chat for both traditional customer service scenarios and proactive sales engagement to create new, revenue-generating opportunities for the business.   Microsoft has already had a partnership with Parature related to Microsoft Dynamics CRM . The attractiveness of Parature for Microsoft was that it has a comprehensive vision for customer care and self-service Read More
These are the Times of CRM Vindication and Validation - Part 2
Part 1 of this blog series analyzed two white papers entitled “Customer Relationship Management: The Winning Strategy in a Challenging Economy” and “Maximizing

ticketing agents  are the Times of CRM Vindication and Validation - Part 2 Part 1 of this blog series  analyzed two white papers entitled  “Customer Relationship Management: The Winning Strategy in a Challenging Economy”  and  “Maximizing CRM Effectiveness During Lean Times,”  authored by  Microsoft Dynamics CRM  and  Oracle CRM , respectively. My post made the case for forward-looking enterprises to leverage  customer relationship management (CRM)  solutions to help them both weather the ongoing Read More
The Complexities of Quote-to-order and Possible Solutions
It is becoming necessary to go beyond the direct sales force to sell complex products. With the advent of personal computers and the Internet, new possibilities

ticketing agents  Complexities of Quote-to-order and Possible Solutions Sales channels struggle to understand their products well enough to sell them effectively. Getting sales representatives and channel partners up to speed (informed) on new and existing products is expensive and time-consuming. Furthermore, as product complexity increases, so does demand for customized products and services. For more background, please see The Basics of Quote-to-order Systems . Even More Complexity beyond the Direct Sales Force Read More
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation
Interaction center managers must deliver greater value on smaller budgets. But you can’t simply cut costs and services, or your customers won’t remain satisfied

ticketing agents  Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. SAP's ecosystem offers the most comprehensive and consistent industry approach to enable customers, partners, and individuals to accelerate innovation, impr Read More
6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

ticketing agents  Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond Six Key Elements to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Acquired by Consona Corporation in 2006, Onyx Software had always been a strong player in the CRM marketplace, consistently maintaining a vision around product quality an Read More
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

ticketing agents  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More
Case Study: Celina Insurance Group
Celina Insurance Group, a mutual insurance carrier that serves eight states in the midwestern US, wanted to increase competitiveness against larger insurance

ticketing agents  Study: Celina Insurance Group Celina Insurance Group, a mutual insurance carrier that serves eight states in the midwestern US, wanted to increase competitiveness against larger insurance carriers by integrating independent agents into business processes and providing superior services and support. Find out how a new collaborative extranet helped the company reduce policy turnaround times, improve service to agents and customers, and more. Read More
Social Learning for Field Service Employees
Although learning might be a top priority for companies who rely on field service employees to sustain their operations, ensuring the ongoing training of these

ticketing agents  Learning for Field Service Employees Although learning might be a top priority for companies who rely on field service employees to sustain their operations, ensuring the ongoing training of these employees can be a challenge. Technology, standards, workflows, etc. that affect the performance of field technicians and agents change frequently; and consequently, companies need to ensure that accurate knowledge reaches their remote employees. Mobile workers cannot be easily tracked down to attend Read More
7 Essential Steps to Security Risk Reduction
As management visionary and author Peter Drucker once said, “You can’t manage what you can’t measure.” No statement rings truer@especially when it comes to

ticketing agents  new vulnerabilities, QualysGuard's native ticketing and remediation system provides the visibility that organizations need to ensure that all vulnerabilities have been fully resolved, and highlights any outstanding issues that still require attention. Through its ability to quantify your organization's mean-time-to-repair (MTTR) across business units, QualysGuard provides you the ability to fix operational performance gaps. QualysGuard's remediation capabilities can be employed as a stand-alone system, Read More
Pegasystems Buys Co-browsing Capabilities
Pegasystems, a software company that provides solutions for business process management (BPM), multichannel customer relationship management (CRM), business

ticketing agents  Buys Co-browsing Capabilities Pegasystems , a software company that provides solutions for business process management (BPM), multichannel customer relationship management (CRM), business rules, and adaptive analytics, announced during its PegaWorld 2014 user conference a definitive agreement to acquire Profeatable Corporation , the provider of Firefly co-browsing technology. The transaction, the terms of which were not disclosed, is expected to close early in the third quarter.   Firefly’s Read More
Oracle Rolls Out Configure, Price, and Quote Enhancements for CPQ Cloud
Oracle announces new capabilities and features of its Oracle CPQ (configure, price, quote) Cloud solution that significantly enhance customers' sales force

ticketing agents  Rolls Out Configure, Price, and Quote Enhancements for CPQ Cloud Oracle announced a set of new capabilities and features for the Oracle CPQ (configure, price, quote) Cloud solution. With the recent acquisition of BigMachines, Oracle added the formidable CPQ solution to its CX (customer experience) Cloud. The CX Cloud helps organizations manage the entire customer life cycle, from lead to quote through to customer service. The latest release enhances the Oracle CPQ Cloud solution in a number of areas Read More
InfiniteKM: Knowledge Management for Sales Channels and Contact Centers
InfiniteKM, a cloud (and on-premise)-based sales and service enablement platform, helps organizations’ sales channels and contact centers run smoothly and

ticketing agents  Knowledge Management for Sales Channels and Contact Centers InfiniteKM,  a cloud (and on-premise)-based sales and service enablement platform , helps organizations’ sales channels and contact centers run smoothly and optimally. The platform has been developed by Infinite Media, and has evolved over the 15 years of experience the vendor has amassed working with some of the best-known brands in the world, such as Xerox, GE Mabe, ScotiaBank, John Hancock, Microsoft, LG, etc., helping companies Read More
Making the Most of Workforce Optimization: An Agent Lifecycle Approach
Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care

ticketing agents  the Most of Workforce Optimization: An Agent Lifecycle Approach Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. A sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. But the hiring process is often overlooked as a key step in implementing Read More

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