Archive for November 2018

Say Goodbye GSA, Hello Attivio

Replacing your enterprise search technology, regardless of what it is, can disrupt an organization’s normal operations. Even if employees are dissatisfied — complaining every other day to IT about how slow it is or how it’s not user friendly — the old system is familiar, connected to a lot of sources, and so naturally a change is difficult.

But with Google only able to offer companies GSA extensions, it’s important to look at your replacement options.

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[Case study] Telcos Transform Support Outcomes with Intelligent Search

According to a survey by Pew Research, 68% of US adults own a smartphone. That’s about 160 million people. And chances are that at some point during their ownership, people will need support from their service provider.

Knowing the importance that good and efficient customer support plays in both keeping existing customers and winning new subscribers, plus the challenge of skillfully handling large volume of support requests, two telecommunication leaders decided to migrate their search platforms from Google Search Appliance (GSA) to Attivio.

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KMWorld 2018: Knowledge Management – Look How You’ve Grown!

KMWorld 2018 in Washington, DC concluded last week. Since the event combines attendees registered for the Enterprise Search & Discovery, Taxonomy Boot Camp, Text Analytics Forum, and Office 365 Symposium sub-conferences, co-located exhibitors hear an interesting mix of challenges and views related to knowledge management. Not surprising, some attendees are tasked with finding solutions to very narrow problems such as creating a labeling taxonomy to a set of documents or how to configure Sharepoint to improve search results.

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4 Digital Tools Modern Support Organizations Need

The world is flat. Not literally, of course, but in terms of how teams communicate with one another, stay on task, and reach shared goals. Today’s digital workplace connects people so seamlessly that previously enormous obstacles like physical distance and time zones are practically inconsequential. Innovations in technology have advanced all aspects of an organization but these changes’ immediate benefit is perhaps no more pronounced than in the customer support field.

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