Acquisition will help ServiceNow customers accelerate digital transformation with insight‑driven, action‑oriented workflows.
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Ivanti Neurons for ITSM leverages Interactive Neurons powered by AI/ML to recommend and self-heal issues in real-time for contextual, personalised employee experiences in the Everywhere Workplace.
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ManageEngine has launched RMM Central, a new unified remote monitoring and management solution for managed service providers (MSPs).
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Pluribus Networks has introduced release 6.1 of its Linux Netvisor® ONE network operating system (OS).
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As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made is difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.
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Contact centre leaders report empathy leads the way, hybrid models will be the future, and technology’s only just getting started for their businesses in 2021.
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Stephane Zantain, Head of Customer Engagement, Europe, at Capgemini Invent, explains why customer engagement depends on being able to recreate one-to-one relationships despite complex touchpoints.
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