Gartner Magic Quadrant for Insight Engines 2019
Attivio was recognized for our completeness in vision and ability to execute.
December 20, 2018
Gift Yourself a GSA Replacement
At this point in the holiday season, you’ve probably spent a fair amount of time thinking about, and shopping for others. But what’s a gift you can get yourself that would make your life easier in 2019? Here are three reasons why switching from GSA to Attivio is that gift. 1. Poor search is costing you hours It’s also expensive. People aren’t searchi..
December 18, 2018
How to Implement Elite ITSM in Your Organization
Last week we looked at three reasons why call deflection is vital for your customer support efforts. While it may not always be correct to think of your employees as customers, when it comes to internal support and ITSM, it’s reasonable to draw a parallel between your customer support organization and your internal support system. The “consumerization of..
December 13, 2018
3 Reasons Call Deflection Is Crucial for Your Customer Support Efforts
For some retailers, the holiday season can represent as much as 30 percent of their yearly sales. One of the best ways businesses can capitalize on this connection with customers is in your organization’s customer support operation. According to the Harvard Business Review, “Delighting customers doesn’t build loyalty; reducing their effort—the work t..
December 4, 2018
Why Knowledge Management is Crucial for Excellent Customer Support
The bane of any customer support experience is the absence of knowledge. Whether the inquiring customer doesn’t quite know how to phrase their question or the customer support agent doesn’t immediately know the answer (or isn’t aware the customer inquiry has already been answered) not knowing costs an organization time and money. Forrester has found th..
November 27, 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 wi..
November 16, 2018
[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 ..
November 15, 2018
Elevate Achieves Bronze Certification; Reflections from Now Summit
It’s been a whirlwind couple of weeks around Attivio’s latest offering, the Elevate apps for ServiceNow: the entire suite of applications is now certified and available in the ServiceNow Store, and a core group of our Elevate team participated in the Now Summit in New York City. Certification of the apps means Attivio has achieved Bronze par..
November 13, 2018
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 a..
November 9, 2018
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..