First Call Resolution Drives Improved Customer Satisfaction

August 14, 2014

“It’s all about the customer experience”—we’ve heard it a million times. In highly competitive industries such as Communication Service Providers (CSPs) and Managed Service Providers (MSPs), delivering superior customer service […]

4 Critical Capabilities of Incident Resolution Acceleration Software

June 2, 2014

Events and incidents are addressed by Operations Centers every day, often in the order of thousands daily. Events are typically monitored by event management systems, such as IBM Netcool, and […]

Interactive Automation: Making Process Automation Accelerate Incident Resolution

May 8, 2014

For Network and IT Ops in most industries, the ability to handle thousands of daily incidents quickly, especially before they become service outages, is quintessential to their survival. This is […]

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