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Zendesk has been a keystone vendor for external customer service management for over a decade. It is now making a strong effort to expand into adjacent functional areas,...
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ServiceNow has been a mainstay vendor for internal IT service management for over a decade. It is now making a concerted effort to expand into adjacent functional areas,...
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Cisco unveiled three AI features for its Unified Contact Center Enterprise and Unified Contact Center Express at Enterprise Connect 2019. These features should help, but...
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Read this Executive Brief to understand why service desk ticket intake is crucial to end users.
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Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their solution's...
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Use this tool to help build a CRM strategy for the organization based on the specific use case that matches your organizational needs.
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Once RFP responses have been received, organizations selecting a CRM Suite need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively...
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This blueprint will help you develop a technology strategy for customer experience management and adopt best practices for managing your organization鈥檚 customer-facing...
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Use this tool to assess your maturity and fit for a CSM solution.
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Use this tool to support your business in conducting an objective evaluation of the CSM vendors being considered for procurement. Consider each suite's functional...
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