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incident management software

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Published By: Pega     Published Date: May 25, 2016
The customer experience is critical in today’s fast-paced, demanding world. With so many options at the buyer’s fingertips and the rise of social sharing media, one bad customer experience can haunt an organization. According to” The Forrester Wave™: Dynamic Case Management, Q1 2016” report, in order to improve customer experience, firms must tackle the incident process through smart handling of exceptions, applying analytics for context, and offering real-time and mobile interaction. Here is where dynamic case management (DCM) can be a competitive advantage and Forrester identified 14 of the most significant vendors across 21 criteria in this space with Pegasystems among vendors who lead the pack. Download this Forrester Wave report to see the full 21-criteria evaluation of the dynamic case management (DCM) market and gain insight into the 14 most significant software vendors in order to help enterprise architecture (EA) professi
Tags : 
case management, forrester, dynamics, enterprise, best practices, business intelligence, software outsourcing
    
Pega
Published By: IBM Corporation     Published Date: Jun 28, 2011
The internal staff at Ptak, Noel & Associates determined that their ability to deliver services was highly dependent upon their capability to operate with highly reliable and efficient IT operations. The changes described in this case study explain how Service Desk Management help them to achieve that goal.
Tags : 
service desk management, problem management, incident and access management, incident management process, incident management software, ptak noel & associates, it operations, service desk management, access control, application security
    
IBM Corporation
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