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Displaying 361 - 384 of 415
Constellation Cosmos

Mobile  ROI:  Is  Your   Organization  Ready  for  an   Unfair  Advantage?

Future of Work
Insights from 341 Respondents Putting Mobility to Work in Key Business Processes Download the report snapshotMobility   provides   a   competitive   advantage   to   organizations   that   have   incorporated   and  …
R Ray Wang
Quarks

Why Speech Analytics Improve Customer Care

Next-Generation Customer Experience
Gain Valuable Insight into What Customers Are Really Saying to Improve Call Center PerformanceCustomer support organizations often lack accurate information on what their customers are actually saying to them and rely on surveys or social posts to gather data. With speech…
Elizabeth Herrell
Premium Research

The State of Siebel in the 2013 Market

Future of Work
Different Strategies for Moving Ahead with Siebel Implementations and Methods to Assess Your CareerDownload the report snapshotAt a philosophical level, all software is an attempt to capture the real world. This is especially true of enterprise software, which models the…
J. Bruce Daley
Premium Research

Seeing the Good, the Bad and the Ugly in Legacy Applications

Future of Work
How to Attack or Defend an Installed Base by Understanding How to Qualify the Success of Legacy ApplicationsDownload the report snapshotOn Day One of a new fiscal year, most of the IT budget is spoken for by the cost of legacy applications. Constellation estimates that between…
J. Bruce Daley
Premium Research

Cloud Customer Service Delivers High Value

Next-Generation Customer Experience
Cloud Next-Generation Customer Support Offers Speed, Flexibility and ScalabilityDownload the report snapshotCloud customer support is a rapidly growing option for brands that seek to improve their customers experience with solutions that are robust, flexible and scalable…
Elizabeth Herrell
Quarks

Why Blended Channel Support Increases Self- Service Usage

New C-Suite
Integrated Knowledge Management Is Essential for Supporting Converged Customer ExperienceThe road to converting customers to use self-service on the Web or their mobile devices has been slow. While most brands recognize the need for self-service, they fail to address the…
Elizabeth Herrell
Premium Research

The Identity Manifesto: Seven Points on the Future of Identity

Future of Work
Moving Identity from Geek to Chic and Four Steps on How to Get ThereIdentity often means many things to many people for good reasons. Traditional definitions for the identity and access management professional have revolved around standards for authentication, access,…
R Ray Wang
Quarks

Demystifying Social Business: Optimizing the Lead to Deal Process (Sales) Quark

New C-Suite
Quark version of the full Demystifying Social Business ReportPragmatic Advice on How to Get Started in Your Social Business InitiativesSocial business initiatives have gained acceptance as a key driver in business innovation.  Since 2010, organizations have experimented and…
R Ray Wang
Premium Research

Demystifying Social Business: Optimizing the Lead to Deal Process (Sales)

New C-Suite
Pragmatic Advice on How to Get Started on Your Social Business InitiativesDownload the report snapshotSocial business initiatives have gained acceptance as a key driver in business innovation.  Since 2010, organizations have experimented and successfully deployed social…
R Ray Wang
Quarks

Are You Ready? Video Customer Service Is Here

Next-Generation Customer Experience
Video Is Gaining Traction as an Effective Service Channel for Customer EngagementMulti-channel customer support is expanding to include video transactions that provide a deeper customer experience. The rapid growth of consumer use of video is now moving to brands that want to…
Elizabeth Herrell
Quarks

IBM Watson Breaks New Ground for Service

Next-Generation Customer Experience
IBM Watson Engagement Advisor Brings Supercomputing Power to Customer SupportIBM Watson Engagement Advisor redefines the delivery of customer service. This new supercomputer processes huge amounts of data and “understands” it with astounding speed. It puts correct…
Elizabeth Herrell
Premium Research

Compelling Investments for Extraordinary Service

Next-Generation Customer Experience
Smart Customer Service Investments in Emerging Applications Need Cost Justification Download the report snapshot Although many brands struggle to keep pace with changes in customer service, leading customer service organizations realize strategic investments will keep…
Elizabeth Herrell
Case Study

Taking Talent Search to the Next Level

Future of Work
Why the Haley Stuart Group Recruited ShoreTel Sky as Its Cloud Communications Service Provider Haley Stuart Group (HSG) is a highly specialized boutique executive recruiting and talent search organization founded on the belief that clients are best served by industry-specific…
E. Brent Kelly
Premium Research

Ten Things CIOs Should Know about WebRTC

Future of Work
Anticipating and Preparing for Massive Disruption to Your Communications Environment and Engagement Strategies Download the report snapshot Ten Things CIOs NEED to Know About WebRTC webinar recording WebRTC is an emerging standard that enables real-time voice,…
E. Brent Kelly
Premium Research

Customer Service Strategy for a Disruptive World

Next-Generation Customer Experience
Apply the Customer Service Support Framework as Your Strategic Weapon in Customer Experience Download the report snapshot As disruptive new technologies have emerged in recent years, the world has witnessed a dramatic change in how customers interact with brands…
Elizabeth Herrell
Case Study

Using the Cloud to Protect What’s Important

Future of Work
Sealed Air’s Global Migration to Verizon/Siemens Cloud-Based Unified Communications Services As a global company with geographically dispersed manufacturing and laboratory facilities, Sealed Air had a vast communications asset base consisting of PBXs, telephony handsets and…
E. Brent Kelly
Premium Research

Scaling Up with Marketing Automation Software

Marketing Transformation
How Marketing Automation Transforms Your Marketing in the Age of Conversation Market and Vendor Overview Today's marketers are consistently challenged to do more with less. Faced with an explosion in digital and social channels and an empowered and demanding customer base,…
Gavin Heaton
Case Study

Supporting the Ride to Cloud UC Services

Future of Work
Why Hendrickson is Moving its Voice and Video Communications to the Thinking Phone Networks Cloud In 2010 Hendrickson, a commercial truck components supplier, had 14 manufacturing locations in North America, each with its own antiquated PBX that was used for local and long…
E. Brent Kelly
Case Study

Keep On Trucking at the Speed of Voice

Future of Work
How a Transportation Software Provider Transformed its Communications Using 8x8’s Cloud Service Communications is the lifeblood of the commercial freight logistics business. TMW Systems Inc. is one of the global leaders in the industry, providing transportation and…
E. Brent Kelly
Quarks

Disruptive Technology Adoption: An Executive Primer

Data to Decisions
Apply Constellation’s Adoption Framework to Ensure Organizational SuccessDisruptive technology powers today’s business strategy. The creation of new business models, the drive toward transformational innovation and the consumerization of technology put pressure on…
R Ray Wang
Quarks

Building Your Interaction Strategy with the Nine C's of Engagement

Future of Work
A Step-by-Step Guide to Successful Stakeholder Interactions in the Digital Age Organizations today have a once-in-a-decade opportunity to use social media channels to improve stakeholder engagement. Transformation of internal engagement on the employee level and external…
R Ray Wang
Premium Research

Introducing Matrix Commerce

Marketing Transformation
How to Design for Buyer-Centricity in a People- to-People (P2P) World Download the report snapshot Amid the proliferation of new technologies, business models and economic conditions, a new buyer-centric world has emerged. Consumerization of technologies, manifested…
R Ray Wang