Comprehensive software reviews to make better IT decisions
ServiceNow Outlines the "Now Platform" Solution for the Contact Center
At Enterprise Connect 2020, Terence Chesire (Senior Director, Product Management, ServiceNow) outlined ServiceNow’s “Now Platform” solution for the contact center. The Now Platform solution powers digital workflows for customer and field services. ServiceNow has found that organizations that digitize and automate their customer experiences achieve a 37% increase in customer profitability, with a 46% ROI from digital investment. However, only 14% of organizations are automating their customer service processes, which presents an opportunity for contact center as a service (CCaaS) vendors.
Key features of the Now Platform include:
- No/low code development, allowing non-IT developers to build apps to support workflow automation. (Now Platform comes with a suite of app development solutions for all types of developers.)
- Integration services, enabling data to be imported and exported between on-premises and cloud systems. Systems of record other than ServiceNow include Salesforce, SAP, Amazon Web Services (AWS), Azure, and Oracle, among others.
- “Now Intelligence” for predicting performance and detecting anomalies. This allows the contact center to plan for and prepare their schedules and budgets.
- Notification services for a mobile-first user experience. This includes self-service portals and a simplification of how customers are notified.
For further information, watch ServiceNow’s session The Collaborative Contact Center: A New Approach to Enterprise Customer Service (available online until December 31, 2020 at Enterprise Connect 2020).
A common theme at Enterprise Connect 2020 was that many contact center providers are leading with customizable APIs, bringing communications platform as a service (CPaaS) solutions to the forefront. Rather than providing out-of-the-box solutions, vendors are allowing users to build apps and develop their platforms from the get-go – without requiring code-building skills. This goes not only for ServiceNow, but also for Twilio and Five9.
Alongside CPaaS options, market leaders in the CCaaS space are leveraging AI capabilities to improve customer experience wherever possible. It’s likely that the benefits of AI will be so great that AI-driven products will soon become a table-stakes offering. Now Intelligence is ServiceNow’s AI-driven entry and focuses on schedule planning. This is important for organizations structuring their annual budgets. Without knowing when call volumes may spike or decline, it becomes difficult to know where their largest costs will fall throughout the year.
Of course, AI-driven contact center solutions do not stop at schedule planning. AI-driven software might also include sentiment analysis and text-based action steps. However, while the Now Platform’s offerings are not entirely at the forefront of the CCaaS market, it’s still a competitive selection for organizations that do not need all of the bells and whistles but are after more than table-stakes offerings.
Source: SoftwareReviews CCaaS Data Quadrant. Accessed September 2, 2020.
Want to Know More?
In June 2023, I decided to remove the password on my primary email account as well as the one used to log-in to all of my devices. Did I wait too long? Am I too optimistic this will work without issue? Are there kinks that still need to be worked out? I recently attended Identiverse 2023 and got a FIDO2 hardware token intending at some point in the future to go passwordless. Why wait though? I was pumped up with all the passkey and passwordless sessions I attended and was eager to try this out and share my experience.
If you’re in the market for a password manager or are interested in secrets management, Bitwarden has a powerful platform for you. This unified platform is delivered via a thoughtful and intuitive UI, which Bitwarden Password Manager users will recognize. Bitwarden ranks as top of the Leader Quadrant in SoftwareReviews under the Password Management category, and the company believes its optimized, wide-range passwordless solution set will address most organizations’ needs.
Next-generation firewalls were smarter than previous firewalls, able to deeply analyze traffic and integrate with complementary security solutions. Today our needs are more complex, however, with a 742% increase in software supply chain attacks over the past three years. Sonatype Nexus Firewall has been paying attention and claims its firewall product is smarter about these attacks.
Have you ever thought of what else you could do to take your security operations center (SOC) to the next level and focus on prevention? Look no further – external attack surface management (EASM) was a popular managed service and topic of discussion at Rivest–Shamir–Adleman (RSA) Conference 2023, named after a popular public-key cryptosystem.
Hillstone Networks has positioned itself as a robust and feature-rich provider of not only hardware but also security solutions. With its ZTNA 3.0 release and support for centralized management of IoT assets and incident response, the company embodies a next-generation firewall.
Acronis Offers a Unique Endpoint Protection and Data Recovery Package Tailored for the Small to Medium-Sized Business
Acronis hopes to overtake many competitors in the data recovery and endpoint protection solution space by forging partnerships with many MSSPs and appealing to the SMB market. The company has doubled down by hiring the former CEO of GoDaddy, who is committed to reinvesting in its technology and increasing and improving its product line.
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
Field Effect Covalence is an EDR/MDR/XDR offering that translates chaos into order.
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.