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11 Mar 2016  |  North America

Cloud-Enabling Enterprise Resource Planning (ERP) Overview

Cloud ERP System Providers to Leverage Demand for Agile, Feature-rich, OPEX Pricing Models

Cloud ERP has emerged as an agile, dynamic, flexible, cost effective, and swift-to-implement alternative to traditional legacy on-premise ERP software. Cloud ERP systems are still maturing, however, and as a result they have not been fully embraced by the market. But the signs clearly point to more cloud ERP development, adoption, and growth goin...

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01 Jun 2016  |  North America

Ensuring an Excellent Omnichannel Retail Experience

Meeting Customers’ Needs, Mobility, Integrating People, Process, Technologies Key

Today’s customers are not just going online or into stores to shop. They are going omnichannel: ordering online and picking up in-store, as well as having items delivered to their stores. They also are “showrooming” and “webrooming” on their mobile devices. While the retail industry has talked about providing excellent omnichannel custo...

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02 Jun 2016  |  North America

Maximizing the Human Resource

Growing Economy, Changes in Demographics and Technology Impacting HR/HCM Strategies

North America’s employers are facing a double-edged sword. The strengthening economy is generating new business that is prompting many of them to hire more workers. But as the economy and businesses grow, so too may labor costs as a result of stiffer competition for quality staff. And what of productivity? Consequently, employers are looking to...

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20 Jun 2016  |  North America

Enabling 911 Emergency Response

Public contact centers or public safety answering points (PSAPs) are moving from basic 911 and enhanced or E911, noted for caller location tracking and number reporting, to Next Generation 911 (NG911). NG911 is a standards-based, IP emergency communications infrastructure that supports integrated voice, text, data (including Internet of Things [Io...

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20 Apr 2016  |  North America

Big Data and Analytics in Customer Service, 2016

Analytics Emerges as Fastest Growing Segment of Customer Contact, Redefines Company Engagement with Customers

The Big Data and Analytics market is diverse, with hundreds of solution providers in varying segments, but until recently the practical application of Big Data within customer contact was marginal at best. This is now changing as analytics is the fastest growing segment of customer contact, and the key driver in transforming the way companies enga...

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28 Dec 2016  |  North America

The North American Enterprise Mobility Management (EMM) Market

Managing and Securing Today's Explosion of Data and Devices

The North American EMM market is in a state of flux, rapidly evolving from standalone mobile device management (MDM) and now transitioning into an expansive unified endpoint management (UEM) experience that also encompasses desktop computers, wearables, and select smart IoT (Internet of Things) devices. How providers manage this evolution will impa...

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10 Nov 2016  |  North America

Key BPO Technology Initiatives

Outsourcers Forging Ahead with Digital Intelligence

The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate ...

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15 Dec 2016  |  North America

Virtual Assistant Invasion—Will They Take Over the Contact Center

Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care

Employing advancements in technologies such as artificial intelligence (AI), machine learning (ML), Big Data and Analytics (BDA), and natural language processing (NLP), VAs are emerging as viable self-service options across industries. Investigating VAs as part of an omnichannel and digital transformation strategy should be a strategic imperative f...

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10 Nov 2016  |  North America

Customer Experience Strategies

Linking Customer Delight with Operational Efficiencies

This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining opera...

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20 Dec 2016  |  North America

North American Cellular Carrier Overview for the Internet of Things, 2016

The Role of Carriers Evolves from Connectivity Providers to Supporting Solution Providers in Larger IoT Ecosystems

The Internet of Things (IoT) market landscape has changed significantly over the past 2 years. Since the transition from machine-to-machine (M2M), the focus has changed from connecting devices to building an ecosystem to manage devices, derive actionable data, and use this data to make decisions, all while protecting data from point of capture to p...

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