The need to support user mobility and the use of personally owned devices has led to an entire class of mobile VPN technologies. However, companies have combined these technologies with gateways for accessing cloud services, server-hosted virtual desktops and other resources, leading to fragmented secure remote access infrastructures. This kind of inefficiency just won’t lead to success in today’s business […]

Today, IT departments are under pressure to enable remote access for any user, operating in any location with any type of device. This challenges security pros to establish comprehensive protection for these remote access use cases, ensuring that accessible networks, apps and data, and the infrastructures themselves are secure. Learn how you can deliver a single, consolidated remote access infrastructure […]

Today’s fast-paced business world requires IT organizations to supply tools that allow employees to quickly react to the demands of a competitive environment. Whether they are in the office or remote, employees need secure access to corporate resources. Many organizations protect their highly sensitive intellectual property and customer data by locking down the corporate network and turning to an SSL […]

Now in V8.7 of IBM Operational Decision Manager, IBM ODM Advanced applies insights and analytics to operational decisions by bringing together data from different sources and looking at historical trends and patterns to determine the next best action. With IBM Operational Decision Manager Advanced, you gain scope, scale, speed, and simplicity. You can now capture events, build context, and apply […]

Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support using the camera on a customer’s or an employee’s mobile device to quickly identify technical issues that are hard to describe over the phone. This IDC Technology Spotlight examines the business […]

Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers explain and describe a technical problem. Video has the capability of completely changing this dynamic, substantially increasing the likelihood of success for the agent and the customer. Read this report from Technology Service […]

Customer Support Organizations, now more than ever, are facing large challenges across their support services operations. The challenges go beyond the traditional support services type of questions such as channel mix, support metrics, and customer satisfaction drivers and are now focused on how to adjust their organizations to deliver outcome-based support. In addition, Support executives continue to receive incredible pressure […]

Customer success as a corporate practice and organizational entity continues to spread at a rapid pace across the technology industry. The TSIA 2015 Customer Success Baseline Survey showed that it is now becoming more of a common practice for firms to have a dedicated customer success organization. This makes sense when it is understood that moving customers consistently toward the […]