Whitepapers

Your business network is under pressure to support bandwidth-intensive applications. The continued proliferation of data and video applications, IP voice and unified communications, big data and Inter...

Most enterprises have adopted a hybrid cloud strategy, deploying applications across a range of infrastructures, including the on-premises data center, hosted private cloud, and public cloud environme...

Cloud-delivered services offer an affordable and flexible alternative for enterprises to implement applications. In the 2019 Frost and amp; Sullivan Global Cloud Survey, 75% of IT decision-makers agr...

Customer service is evolving. Time to change. Traditionally, customer service has been single channel or nonintegrated multichannel, with the company‑centric goals of efficiency and cost‑saving...

Engaging with customers provides immense value. CX leaders need to understand what’s required operationally to ensure customer service and support interactions are successful, with value delivered t...

This leading retailer needed an advanced service model to keep up with franchise growth—one that tracked service response times against promised SLAs and put information at franchise owners’ finge...

In a Corinium Global Intelligence study commissioned by ServiceNow, 55% of the surveyed executives said they would be seen as a strategic business leader if they could achieve the right mix of custome...

This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer se...

Companies continue to rapidly migrate workloads from datacenters to the cloud, utilizing new technologies such as serverless containers and machine learning to benefit from increased efficiency, bette...

Retail is a complicated industry, and mistakes are inevitable. To protect their operations and minimize losses, retailers need to invest in technology like prescriptive analytics. This robust software...