Einstein Noah Restaurant Group (ENRG) wanted to find ways for its retail locations to more effectively leverage its new SharePoint portal and its wide-area network (WAN) for general communications, training, and op­erational changes. Learn how with Riverbed WAN optimization they decreased their SharePoint document download time from 20 minutes to 16 seconds.

Everyone wants to move their IT toward a more flexible, efficient future state. This has driven recent years’ data center modernization projects. Organizations are modularizing with blade servers, consolidating workloads onto virtualized environments, moving to scale-out storage, and adopting service-oriented management and delivery strategies—all part of forward-looking IT convergence and evolution.  Many now look to the idea of “cloud computing” […]

The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the status of an order or get advice on choosing the right product, consumers today have an array of digital customer service tools at their disposal, the newest of which include live chat, […]

Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the key business capabilities that support a […]

Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations use live chat to engage with prospects and customers, metrics used to measure live chat success in support engagements and why organizations believe live chat helps them to achieve their business goals. […]

Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the opt-in world of passive chat, the new frontier in web-based customer engagement technology lies within a more dynamic discipline – the optimization of invitation driven chats. In this whitepaper, BoldChat® – with […]