Best Practice Communications Considerations for Business Continuity and Disaster Recovery
|
|
- Evan Underwood
- 6 years ago
- Views:
Transcription
1 Business Resilience 8 Top Tips for Effective BCM Communications in 2017 Best Practice Communications Considerations for Business Continuity and Disaster Recovery In addition to increasing economic, environmental and technological challenges to business continuity, our highly connected world means more companies now manage risk across international operations, or supply chains and customer bases that span multiple, diverse regions. This makes it vital to recognise the nuances of communicating effectively across these different landscapes, and to understand the tools and strategies available for BCM activation and test exercises.
2 This Guide discusses the following key insights for effective BCM planning and execution: Automate repetitive communications task The triple benefit of BCM automation platforms Empower BCM champions and coordinators to run in-country rather than run as a HQ-led exercise Creating the conditions for localised planning and ownership of BCM processes Be aware of, and make best use of country-specific telecommunications mediums Managing the volatility of internationally distributed communications Consider integrating common social messaging and chat apps, or event building management systems, digital sign-boards etc into the BCM communications mix Leveraging the reach of OTT apps and public address channels Allow staff to proactively checkin or respond during tests and activations Allowing the use of secure inbound contact routes to maximise speed and accessibility of staff acknowledgement Make full use of smartphone capabilities to accelerate BCM workflow The logical centrepiece for essential work flow acceleration Keep stakeholders informed via self-service Dashboards and published content Improving situational awareness via timely information flows Make use of an integrated communications platform State of the art BCM Communications technologies Read on for more 1
3 01 Automate Repetitive Communications Tasks BCM Automation helps focus manual efforts on managing the exception or edge scenarios and business continuity outcomes, rather than managing the process. During a test, much of the manual effort is directed at receiving acknowledgement from those staff who have not been accounted for. During an activation, much of the manual effort is directed at activities that are not critical to the actual impacted site or business recovery, such as basic staff queries, customer relations, media updates etc. A 2015 Forrester study for the Disaster Recovery Journal 1 shows that while the adoption of automated communication technologies has grown to 54 percent (up from 23% in 2010), a large percentage of organisations also continue to use a mix of highly manual communications modes. These include sending out corporate (77 percent) and manual call tree lists (69 percent). The resulting workload means most organizations only test their BCPs once per year, with close to twothirds reporting never running an organisation-wide full simulation, leaving the business at risk of being unable to execute under the pressure of actual critical incidents or disasters. The choice of continuing with manual processes or advancing to BCM automation platforms can be charted as a trade-o between the likelihood and consequences of catastrophic failure, vs the system investment, as shown in Figure 1 below. High No response Loss of control - catastrophic failure Traditional Time saved - reduced costs RISK BCM automation Low 2 mins 2 hrs 1 day 1 wk 1 mth ELAPSED TIME Figure 1 - The disaster recovery lifecycle 2
4 BCM Automation - The Triple Benefit Easier exercises leads to more frequent testing - improving resilience posture Decreased time and cost of exercising Speed organisational response and situational Awareness during an activation, for reduced business and reputational risk 02 Empower BCM champions and 03 Be Aware and make best coordinators to run in-country, use of Country Specific rather than as an HQ-led exercise Telecommunications Mediums Ostensibly, incidents always happen in at least one country, and only sometimes across a region, however central planning is often applied across all of an organisation s spheres of operations. Local BCM ownership and empowerment allows country or business unit specific BCM processes to be applied, which are able to better cater to local market nuances. HQ-led BCM planning tends to drive one process and apply it equally to all regions, because this benefits consistency in documentation and ease of running the process, but often this does not benefit the outcome. To maximise successful message delivery and recipient s response, use the strengths of multiple communications channels for instance, send an SMS+ +mobile+web message once to deliver content, while in parallel, send voice calls with autoretry for maximum disruption, until content is acknowledged. Bear in mind, BCM activations often entail disruption and repetition of contact, rather than observance of standard meeting etiquette. Inspire the required urgent action! This tends to be the case when BCM communications are not automated, as manual processes must be simplified and uniform throughout the organisation, whereas the most effective programs actually embrace diversity in processes...and that s ok. Moving to automation necessitates revisiting the thinking behind the process, creating the conditions for localised planning and ownership. Human intervention is also reduced, lowering the risk of error, and allowing incident and service work flows to be conceived and executed at scale. 1. Forrester/Disaster Recovery Journal Business Continuity Preparedness Survey, Q4, 2014: < drj.com/images/surveys_pdf/forrester/2014-forrester- Survey.pdf> 3
5 Telco capability and government regulation differs considerably between neighbouring countries. Several factors can a ect the reliability of communications delivery, such as: SMS may be sent across many different routes during delivery to a handset, however, not all routes perform the same. Some paths will result in high delivery, while other routes can result in latency or even non-delivery. SMS may be reliable in some countries, while it may be filtered for content and blocked if originated internationally. Carriers apply various conditions which may limit message delivery, including regulatory, content and spam filters. Voice is largely very reliable internationally, however as a standalone channel has clear limitations in terms of content and point in time delivery. Leading BCM communication platforms allow cross-channel communications work ow to be con gured and have advanced geolocation and targeting capabilities to segment and target audiences by location, quickly and accurately. 04 Consider integrating common 05 social messaging and chat apps, or event building management systems into the BCM communications mix. Chat apps in particular have become an entrenched communication standard in many markets, often replacing traditional contact channels such as SMS or their users, and offer a fast, low cost initial method for reaching this audience. Many of these apps are relatively unknown outside of their core markets, but their reach is undeniable. WeChat, for example, reports over 600 million monthly active users 2, predominantly across Asia, while Kik Messenger is a growing force in the United States, with over 240 million registered users 3. Deploying a dedicated out of box organisation-wide mobile app for BCM communications provides a high probability of effective reach, with automatic escalation to traditional telco channels (eg SMS, mobile-web) where there is no initial response. For a large assemblage of contacts within a single location, publishing communications to building management systems, public announcement systems or digital sign-boards can be a powerful way to disseminate directives, when used in conjunction with individual targeted messages. Allow staff to proactively checkin or respond during tests and activations Direct response from affected staff may not always be possible on the expected channel, for a range of reasons. Staff may be located in high density, and some will receive the communications before others. Or a staff member may not have a mobile device with them, but are in the company of someone who does, so provisions should be made to allow a colleague to account for them on their behalf. Allowing the use of secure inbound contact routes mobile, web portal, text-in, or voice call-in will maximize speed and accessibility of staff acknowledgement. 4
6 06 Make full use of smartphone capabilities to accelerate BCM workflow The powerful features and highly connected nature of modern smartphones make them the logical centrepiece for essential work ow acceleration. Advanced BCM communication systems typically offer their own customised mobile applications, which embrace the full power of these devices, including: Cross-channel communications Messages can be sent in multiple ways that optimise the chances of delivery, including voice, SMS, Social Media, in-app, Rich Messages and . Rapid response Vital information can be delivered quickly and at scale, when needed, and in-field staff can respond accordingly sharing updated information such as site reports or pictures of affected areas, for improved situational awareness. Figure 2 - Maximize speed and accessibility of staff acknowledgement by including their responses in tests and activations 5
7 Geolocation GPS-enabled smartphone applications allow users to share realtime location information, allowing BCM coordinators to communicate rapidly and reliably with people who require access to information, as an event unfolds. Mobile-web or in-app rich messages can be used to receive and run communications work ow. Preplanned conditional logic (eg if x and y and z, then A, for the next B hours) collapses multiple simple communications steps into one, relieving BCM coordinators of simplistic decision workload and instead, reserving this critical resource to focus on more nuanced observe-analyse-decide steps.! 07 Keep stakeholders informed via self-service dashboards and published content One of the most disruptive issues to BCM coordinators is the requirement to keep up line stakeholders informed at any given moment, while also managing the unfolding incident response. Mobile and web dashboards are features of quality incident management systems, and can be deployed with secure access for selected stakeholders. The event can be managed in real time, with timely information flows including executive dashboard views, analytics and reporting, as in Figure 4 above. 08 Pre-planned communications with re-usable templates should be ready to publish to social media, company website, and other external media with pre-approved, timely content. Again, corporate communications should focus on external media exceptions, rather than the preparation and release of standard media holding statements, and other non-urgent responses. Make use of an integrated communications platform Best practice BCM programs are built around cross channel communications platforms, which provide interactive, responsive communications, comprehensive reporting and message delivery status transparency for key staff and senior stakeholders. Communications automation and work ow acceleration, combined with integrated monitoring systems, provide BCM leaders with a unique and powerful opportunity to advance their organisations resilience posture, while also streamlining day-to-day organisational communications processes. Figure 3 - Take advantage of cross-channel communication, geolocation and rapid response capabilities of smartphones Figure 4 - Manage events in real-time with timely information flows on web and mobile dashboards. 6
8 For more information, please visit whispir.com Follow us on Contact Us (Australia) (Singapore) (US) 7
A Quick Guide to Effective Crisis Communications
Crisis Communications Quick Quide A Quick Guide to Effective Crisis Communications An inside look at the best practice technologies and strategies for preparing and responding to unforeseen emergencies,
More informationDELIVER EXCEPTIONAL 1:1 CUSTOMER EXPERIENCE EFFICIENTLY. At the scale of millions, using Netcore Smartech
DELIVER EXCEPTIONAL 1:1 CUSTOMER EXPERIENCE EFFICIENTLY At the scale of millions, using Netcore Smartech UNDERSTANDING The customer s buying journey has evolved and is disrupting today s marketing landscape.
More informationWHITE PAPER. Optimize Your Customer Engagement with Customer Communications Management (CCM)
WHITE PAPER Optimize Your Customer Engagement with Customer Communications Management (CCM) Overview Customers engage with their vendors through more channels than ever before. And, customer preferences
More informationThe Six Stages of a Crisis. Stage Five: Resolution
The Six Stages of a Crisis Stage Five: Resolution The Six Stages of a Crisis Stage Five: Resolution Executive Summary Two-way communication is critical throughout each stage of a crisis. During the resolution
More informationPayGlobal has been powering complex payroll for over 20 years
MYOB PayGlobal Contents Introduction 3 MYOB PayGlobal our integrated solution 4 Payroll 5 Time Management and Scheduling 6 Self-Service 7 Workflow Engine 7 Award interpreter 8 Reporting 9 Deployment 10
More informationStaff Scheduling and Department Coordination for Government
Staff Scheduling and Department Coordination for Government Introduction Staff coordination and scheduling can be a challenge for any organization. Managing an on-call or shift rotation is often done manually,
More informationFujitsu Workplace Anywhere Delivering a service as mobile as your people need to be
Fujitsu Workplace Anywhere Delivering a service as mobile as your people need to be Welcome to the age of mobility A new digital landscape Mobile technology is dramatically changing our everyday lives.
More informationIntelligent Payment Management for Today and Tomorrow Technology Advancement to Navigate the Converging Payments Landscape
Intelligent Payment Management for Today and Tomorrow Technology Advancement to Navigate the Converging Payments Landscape Adapting to the Evolution of Payments The payments industry has evolved extensively
More informationThe smart guide to your Mobizio solution. Improve quality of care and reduce costs with digital and automated care processes.
Access Mobizio CARE MANAGEMENT // Digital care planning & delivery Improve quality of care and reduce costs with digital and automated care processes The smart guide to your Mobizio solution 0845 835 0172
More informationMODUS: A dynamic solution for managing air quality data. Delivering Excellence Through Innovation & Technology
MODUS: A dynamic solution for managing air quality data Delivering Excellence Through Innovation & Technology ee.ricardo.com MODUS is a state-of-the-art, modular platform for robust, reliable and effective
More informationIntelligent communications Empowering smart business
Intelligent communications Empowering smart business. Contents It s insights that matter 03 Get people involved, quickly 04 Intelligent capabilities 06 Let us guide the way 07 2 It's insights that matter
More informationCustomer service delivered with Optus Contact Centre as a Service (CCaaS)
Customer service delivered with Optus Contact Centre as a Service (CCaaS). Contents Are you ready for your customers? 03 There s a better way 03 How CCaaS can help you 04 Solution Features 04 Your customers
More informationBUSINESS CONTINUITY MANAGEMENT A MANAGER S TOOLKIT A
Anytown Council BUSINESS CONTINUITY MANAGEMENT A MANAGER S TOOLKIT A guide to Business Continuity Management in Anytown Council CONTENTS Introduction - The need for Business Continuity Management (BCM)
More informationGet your services up to speed
Get your services up to speed Say hello to our Enterprise Changing Service Management Solutions Service Excellence Reinvented Fujitsu are helping organisations around the world accelerate their digital
More informationMobility management made simple
Mobility management made simple. Reduce cost and streamline the management of your mobile fleet with the Optus My Fleet Manager suite. Highlights My Fleet Manager: Single touch point for Mobility Lifecycle
More informationActionable Information Instantly Delivered
ALARMPOINT SOLUTIONS BRIEF Actionable Information Instantly Delivered Building on the ITIL FOundation Increasing Application Availability Service Delivery - Optimizing Operations Alarm utilizes CMDB asset
More informationFujitsu Workplace Anywhere Delivering a service as mobile as your people need to be
Fujitsu Workplace Anywhere Delivering a service as mobile as your people need to be Welcome to the age of mobility A new digital landscape Mobile technology is dramatically changing our everyday lives.
More informationSafer Pipeline Operations: Smart Notifications for Faster Incident Response
Brief Safer Pipeline Operations: Smart Notifications for Faster Incident Response 3n Global, Inc., 2009. All rights reserved. www.3nonline.com Safer Pipeline Operations: Smart Notifications for Faster
More informationA Guide to Business Continuity
A Guide to Business Continuity Getting Started Business Continuity Management is a process driven from the top of the organisation. The first stage has to be an acceptance by the Board or the Executive
More informationAdditional Behaviours for 1 st level line managers in humanitarian response
RESOURCE 1: CBHA Core Humanitarian Competencies Framework with Limiting Behaviours Competency managers in Understanding of contexts and application of principles Key issues and practices impacting current
More informationMiCloud Engage Contact Center
MiCloud Engage Contact Center Deliver exceptional customer experiences Key Features Instant Provisioning Advanced Flow Designer Intelligent Multi-Channel Routing Real-Time & Historical Reporting Custom
More informationNEXT GENERATION SERVICE DESK. Paul Anderson Director of Operations Global Service Desk
NEXT GENERATION SERVICE DESK Paul Anderson Director of Operations Global Service Desk We provide the first and, in many cases, single point of contact to our managed services customers. The Service Desk
More informationDRIVING FLEET INTELLIGENCE
DRIVING FLEET INTELLIGENCE A data-driven solution that makes fleets, and their managers, smarter Contents Introduction, 3 Fleet and Asset Management, 4 Connected Workflow, 6 Compliance, 8 Driver Behaviour
More informationEnhancing productivity. enabling Success. Sage CRM
Enhancing productivity. enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationDigital Transformation
Digital Transformation Introduction Simply put, digital transformation is the integration of digital technologies within a business. This includes cloud computing, faster and more powerful internet connectivity,
More informationUnderstanding the Strategic Value of AI for ITSM 4 Ways AI Is Driving Digital Transformation for the Enterprise. Presented By:
Understanding the Strategic Value of AI for ITSM 4 Ways AI Is Driving Digital Transformation for the Enterprise Presented By: 1 Table of Contents Introduction The Digital Enterprise And Role Of AI 1. AI
More informationService Manager Simplifying modern ITSM
www.hornbill.com Service Manager Simplifying modern ITSM Hornbill Service Manager helps organizations to modernize IT Service Management by adopting Collaborative ITSM. This fresh approach blends the most
More informationNCS beconnect TM Suite
NCS beconnect TM Suite A Cross-Channel Communication and Collaboration Solution Sending time-critical messages to targeted business functions during and after an emergency situation is vital. The beauty
More informationEnhancing productivity. Enabling success. Sage CRM
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
More informationAzure Marketplace. Service Definition 2018
Azure Marketplace Service Definition 2018 Contents About Black Marble... 2 DevOps... 3 Features... 3 Benefits... 3 Black Marble Services... 4 Black Marble Consultancy... 8 Get in touch!... 9 About Black
More informationFujitsu End User Services Delivering a service as mobile as your people need to be
Fujitsu End User Services Delivering a service as mobile as your people need to be Welcome to the age of mobility A new digital landscape Mobile technology is dramatically changing our everyday lives.
More informationDynamics CRM Powering the future of CRM. Itai Aharonov Solution Specialist Dynamics CRM Israel MBS
Dynamics CRM 2016 Powering the future of CRM Itai Aharonov Solution Specialist Dynamics CRM Israel MBS Omni Channel Self-Service Agent Enablement Field Service Knowledge Email Chat Social Web Messaging
More informationOver 70 countries worldwide use our award winning AquaCRM web-based customer relationship management solution
Over 70 countries worldwide use our award winning AquaCRM web-based customer relationship management solution Customer Relationship Management Customer Relationship Management (CRM) is far more than just
More informationBusiness Continuity Management Policy and Framework
Management Policy and Framework Version: 9 Produced by: University Manager with the assistance of the Operational Group Date Produced: 11 th March 2010 Approved by: Steering Group (14 December 2010) Updated:
More informationPOWERING THE WORKPLACE OF THE FUTURE. Unified communications is a game-changer for the modern workforce
POWERING THE WORKPLACE OF THE FUTURE Unified communications is a game-changer for the modern workforce Table of Contents Introduction 3 The Need for Easy-to-Use Solutions 4 Empowering the Mobile Workforce
More informationThe Leading Low-code Application Platform For Modern Work Management
The Leading Low-code Application Platform For Modern Work Management TrackVia is a next-generation low-code application platform designed to help business and operations executives gain newfound control
More informationHow Financial Chatbots Are Transforming Digital Banking Produced by Abe
How Financial Chatbots Are Transforming Digital Banking Produced by Abe Abe builds conversational banking solutions for progressive community banks. CONTENTS Keeping Pace with Evolving Financial Technologies....3
More informationTake your business to the next level with CRM. 16 Ways CRM can improve customer satisfaction, productivity and your bottom line
Take your business to the next level with CRM 16 Ways CRM can improve customer satisfaction, productivity and your bottom line Contents Investing in customer relationships 3 Free talented employees from
More informationBusiness Process Management Platform. Software for streamlining processes with automated workflows and customised e-forms
Business Process Management Platform Software for streamlining processes with automated workflows and customised e-forms Brief Overview The Digital Workplace; transforming the way you work The Claromentis
More informationAchieving Application Readiness Maturity The key to accelerated service delivery and faster adoption of new application technologies
WHITE PAPER Achieving Application Readiness Maturity The key to accelerated service delivery and faster adoption of new application technologies Achieving Application Readiness Maturity Executive Summary
More informationWhat is Castleton P2P?
P2P Datasheet About us Castleton is the only truly integrated IT housing solutions provider in the industry. We deliver an unrivalled portfolio of market leading, cutting edge software and infrastructure
More informationWelcome! The webinar is about to start... Digital PR across borders: Managing a global online newsroom
Welcome! The webinar is about to start... Digital PR across borders: Managing a global online newsroom Digital PR across borders: Managing a global online newsroom Today s speaker Moderator Barry McCarthy
More informationMarkit delivers an end-to-end solution that supports client reporting processes.
Client reporting Markit helps firms automate processes around the creation and distribution of portfolio reports, product factsheets, account statements and sales proposals to enhance client communications.
More informationObjectif Lune. From Surviving to Thriving. How digital tools can assist print service providers
Objectif Lune From Surviving to Thriving How digital tools can assist print service providers OL Portfolio Helping Transform Businesses Managing all facets of transactional communications has traditionally
More informationAzure Marketplace. Integration Solutions
Azure Marketplace Integration Solutions Contents About Black Marble... 3 BizTalk, Integration and Hybrid Cloud... 4 BizTalk Health Check... 4 Service Description... 4 Features... 4 Benefits... 4 BizTalk
More informationLeading Change: Building Organisational Resilience. Jean D. Rowe, MBCI, CDCP May 1, 2017
Leading Change: Building Organisational Resilience Jean D. Rowe, MBCI, CDCP May 1, 2017 Jean.Rowe@ae.ey.com Agenda What is Organizational Resilience? Why Should You Care? Are You Prepared? What Do You
More informationThe HubSpot Growth Platform
The HubSpot Growth Platform Hubspot offers a full stack of products for marketing, sales, and customer relationship management that are powerful alone, and even better when used together. Marketing Hub
More informationObjectif Lune. for Print Service Providers. How digital tools can assist print service providers
Objectif Lune for Print Service Providers How digital tools can assist print service providers OL Portfolio Helping Transform Businesses Managing all facets of transactional communications has traditionally
More informationVerint Engagement Management Solution Brief. Overview of the Applications and Benefits of
Verint Engagement Management Solution Brief Overview of the Applications and Benefits of Verint Engagement Management November 2015 Table of Contents Introduction... 2 Verint Engagement Management Advantages...
More informationEnd-to-end Business Management Solution for Small to Mid-sized Businesses
End-to-end Business Management Solution for Small to Mid-sized Businesses Successfully manage and grow your business with a comprehensive, simple, total business management solution for SMBs. The SAP Business
More informationIBM Service Management solutions To support your business objectives. Increase your service availability and performance with IBM Service Management.
IBM Service Management solutions To support your business objectives Increase your service availability and performance with IBM Service Management. The challenges are clear for today s operations If you
More informationThen a window like this will appear, now you have to fill in all the necessary areas. Once done click the send for approval option.
Preface The human resource department in any organisation plays a crucial role in managing their employees and their management. It caters to large set of activities in simultaneous mode and for this reason,
More informationSurvival of the fittest
psinsights Survival of the fittest Embracing BPM to Drive Compliance, Innovation and Efficiency The world is changing. The combination of a tough economic environment, increasing competition and a focus
More informationInbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers
Inbound Strategy, Outbound Strategy and the Most Important Strategy of All: Blending Them Into a Seamless Interaction for Your Customers Introduction Ensure your contact center provides a better experience
More informationRisk Advisory Services Developing your organisation s governance for competitive advantage
Advisory Services Developing your organisation s governance for competitive advantage The Deloitte Advisory Platform of Services can help you to govern your strategic plan to guide your operations measure
More informationPNC8.2. Transforming today, taking care of tomorrow
PNC8.2 Transforming today, taking care of tomorrow Introducing PNC8.2 The latest version of our market leading PNC software smooths the transition to the digital future, helping monitoring centres to provide
More informationTelstra Get Help Digitisation Journey
Telstra Get Help Digitisation Journey Jacqui McGowan IT Program Manager Telstra Software Engineering Telstra Cam Quirke GM nbn Customer Care Telstra 1 Agenda Introduction to Customer Care and Get Help
More informationHermes Contact Plus. Are You Ready for Digital Agility? To function efficiently in today s globally competitive market, your Contact Centre requires:
Are You Ready for Digital Agility? To function efficiently in today s globally competitive market, your Contact Centre requires: Superior, productivity-enhancing features, flexibility, to add or remove,
More informationOptanix Platform The Technical Value: How it Works POSITION PAPER
Optanix Platform The Technical Value: How it Works POSITION PAPER Table of Contents The Optanix Clean Signal... 3 Active IT Managed Services... 4 Data Acquisition and Monitoring... 6 The Ingestion Engine...
More informationBe Remarkable. CONTRACT LIFECYCLE MANAGEMENT SOFTWARE. Software Overview OVERVIEW. Additional Available Professional Services
Be Remarkable. CONTRACT LIFECYCLE MANAGEMENT SOFTWARE Software Overview Greatly improves management of contracts and business agreements across your entire enterprise, maximizing the value of each and
More information4 Insider Tips for Successful B2B Lead Generation
4 Insider Tips for Successful B2B Lead Generation Lead generation within B2B marketing is evolving. We re seeing a content marketing explosion and buying processes within organisations and departments
More informationSMART Technology. starts here. with CTM TECHNOLOGY WHERE IT COUNTS.
SMART Technology. starts here with CTM TECHNOLOGY WHERE IT COUNTS. TRAVEL MANAGERS Save money. SMART Technology. SAVE MONEY. SAVE EFFORT. SAVE TIME. CTM SMART Technology is simply better than any other
More informationOdigo for Utilities. Digital Contact Center Solution
Odigo for Utilities Digital Contact Center Solution The information contained in this document is proprietary. 2014 Capgemini. All rights reserved. Rightshore is a trademark belonging to Capgemini. UTILITIES
More informationTO SHARE ORGANIZE ANALYSE DATA
L D A CA E TO SHARE ORGANIZE ANALYSE DATA THE SYSTEM DEDICATED TO TECHNICAL AND MAINTENANCE PROCESSES OREMIPSUM OLOR SIT MET ONSECTETUR DIPISCING LIT. ZMAINTENANCE THE SOLUTION THAT MAKES TECHNICAL MAINTENANCE
More information2018 SPRING PRODUCT UPDATE. What s New in Oracle HCM Cloud
2018 SPRING PRODUCT UPDATE What s New in Oracle HCM Cloud 2018 SPRING PRODUCT UPDATE INNOVATION THEME CREATE TOMORROW, TODAY MAKE WORK MORE HUMAN HR transformation and innovation is on top of every HR
More informationOneShield Enterprise Solutions: OneShield Billing
Component Data Sheet OneShield Enterprise Solutions: OneShield Billing From invoicing through to reconciliations and reporting, streamline all aspects of your billing cycle OneShield Billing provides premium
More information7 Trends Impacting How We Use Digital Assets
7 Trends Impacting How We Use Digital Assets Key Considerations for Creating, Managing, Delivering, and Optimizing Content 1 7 Trends in Digital Asset Use 91% Today s customers demand engaging visual content
More informationSAP Solution Brief SAP Solutions for Small & Medium Enterprises. Step inside your new look business with Integratech and SAP Business One
SAP Solution Brief SAP Solutions for Small & Medium Enterprises Step inside your new look business with Integratech and SAP Business One SAP Business One designed for all your small and medium business
More informationDeliver Contextually-Relevant, Real-Time Messages That Increase Customer Engagement
Deliver Contextually-Relevant, Real-Time Messages That Increase Customer Engagement Teradata Real-Time Interaction Manager Features 9.15 TERADATA REAL-T IME INTERACTION MANAGER FEATURES Pinpointing the
More informationMicrosoft Dynamics Gold Partner Microsoft Dynamics 365. Sales (CRM)
Microsoft Dynamics Gold Partner Microsoft Dynamics 365 Sales (CRM) Overview Turn relationships into revenue Go beyond sales force automation with Dynamics 365 for Sales, enabling you to better understand
More informationEnabling a Comprehensive Platform for BCMP that integrates People, Process and Technology
Enabling a Comprehensive Platform for BCMP that integrates People, Process and Technology TM Overview Perpetuuiti provides an intelligent, end-to-end automated approach towards Business Continuity Planning
More informationGET MORE COMPETITIVE WITH SPEED AND AGILITY ACCENTURE LIFE INSURANCE & ANNUITY PLATFORM (ALIP) POLICY ADMINISTRATION
GET MORE COMPETITIVE WITH SPEED AND AGILITY ACCENTURE LIFE INSURANCE & ANNUITY PLATFORM (ALIP) POLICY ADMINISTRATION 1 DON T LET AGING TECHNOLOGY LEAVE YOU BEHIND. LEAD THE PACK WITH MORE MORE products
More informationPave Your Way to a Successful Office 365 Migration
Pave Your Way to a Successful Office 365 Migration This ebook outlines a proven approach that enables organisations of all sizes to successfully move from their traditional office productivity suites to
More informationBMC FootPrints. Service Management Solution Overview.
BMC FootPrints Service Management Solution Overview www.rightstar.com BMC FootPrints Service Management Key Benefits Single pane of glass: Single, web-based entry point for all of your Service and Asset
More informationWhat is a process? So a good process must:
PROCESS DESIGN BEST PRACTICES TABLE OF CONTENTS 1 What is a process? 2 The five Ws of process design 3 Standards are key 4 The how creating a model 5 How do you know when you have finished? 6 About ARIS
More informationDRIVING FLEET INTELLIGENCE. A data-driven solution that makes fleets, and their managers, smarter
DRIVING FLEET INTELLIGENCE A data-driven solution that makes fleets, and their managers, smarter Contents Introduction Introduction, 3 Fleet and Asset Management, 4 Connected Workflow, 6 Compliance, 8
More informationUsing Reviews to Build and Maintain Your Online Reputation. How Managing Online Reviews Can Lead To a Stronger Practice
Using Reviews to Build and Maintain Your Online Reputation How Managing Online Reviews Can Lead To a Stronger Practice getweave.com Table of Contents 1 Your Reputation Matters 3 Restaurants First, Then
More informationOBJECTIVE PERFORM FOR CONTENT MANAGER
OBJECTIVE PERFORM FOR CONTENT MANAGER Activate your content to automate and streamline business processes Deliver improved efficiency, transparency, quality and collaboration by activating the content
More informationENABLING THE DIGITAL WORKPLACE WITH APPLE WORKPLACE
ENABLING THE DIGITAL WORKPLACE WITH APPLE WORKPLACE SOLUTION SUMMARY GREATER CHOICE, GREATER PRODUCTIVITY Computacenter enables users in the enterprise environment with Apple technologies People are an
More informationService management solutions White paper. Six steps toward assuring service availability and performance.
Service management solutions White paper Six steps toward assuring service availability and performance. March 2008 2 Contents 2 Overview 2 Challenges in assuring high service availability and performance
More informationTop 10 Reasons Why Enterprises Should Adopt a Cloud-based Approach for Mobile Application Testing
2011 Top 10 Reasons Why Enterprises Should Adopt a Cloud-based Approach for Mobile Application Testing EXTREMELY DYNAMIC MOBILE MARKET DICTATES A NEW TESTING APPROACH As an increasing number of organizations
More informationStep inside your new look business with SAP Business One. SAP Solution Brief SAP Solutions for Small Midsize Businesses
Step inside your new look business with SAP Business One SAP Solution Brief SAP Solutions for Small Midsize Businesses SAP Business One designed for all your small and midsize company s needs Whatever
More informationENABLING THE DIGITAL WORKPLACE WITH APPLE WORKPLACE
ENABLING THE DIGITAL WORKPLACE WITH APPLE WORKPLACE SOLUTION SUMMARY GREATER CHOICE, GREATER PRODUCTIVITY Computacenter enables users in the enterprise environment with Apple technologies People are an
More informationCLEAR SKIES FOR CUSTOMER SERVICE
How cloud technology is revolutionising the customer engagement platform 1 Foreword from the Cloud Industry Forum For any business hoping to stay ahead of its competitors, building and maintaining positive
More informationNEC Cloud Collaboration Low-risk, flexible, cloud-based unified communications and collaboration services to transform your business.
NEC Cloud Collaboration Low-risk, flexible, cloud-based unified communications and collaboration services to transform your business. www.necam.com/neccloudcollaboration Communication and collaboration.
More informationSecure information access is critical & more complex than ever
WHITE PAPER Purpose-built Cloud Platform for Enabling Identity-centric and Internet of Things Solutions Connecting people, systems and things across the extended digital business ecosystem. Secure information
More informationNuance. Ray Hines
Nuance Ray Hines Ray.hines@nuance.com Today s Global Leader in Customer Care World-class people, experience and technology 20+ years developing customer care solutions World leader in speech and customer
More informationThe Optanix Platform. Service Predictability. Delivered. Optanix Platform Overview. Overview. 95% 91% proactive incidents first-time fix rate
The Optanix Platform Service Predictability. Delivered. Overview The Optanix Platform is a complete SaaS-based IT operations management solution, delivering integrated monitoring, event management, incident
More informationKey Benefits. Overview. Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity.
Field Service empowers companies to improve customer satisfaction, first time fix rates, and resource productivity. Microsoft delivers advanced scheduling, resource optimization and mobile enablement capabilities
More informationPedal to the metal. How Dynamics 365 Business Central helps SMBs go for growth
Pedal to the metal How Dynamics 365 Business Central helps SMBs go for growth Pedal to the Metal: How Dynamics 365 Business Central helps SMBs go for growth Executive summary There are around 2.1 million
More informationAlways on Marketing Vodafone. June 2018
Always on Marketing Vodafone June 2018 Vodafone is one of the world s largest telecoms operators 25 19 46 64m 47bn 63bn countries in which we have mobile operations countries in which we have fixed operations
More informationEnabling Collaboration in Insurance
Enabling Collaboration in Insurance The Role of Communications, Content, and Processes Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation
More informationDriving Radical Customer Service Innovation Move beyond operational demands to deliver proactive strategies that drive business growth
Driving Radical Customer Service Innovation Move beyond operational demands to deliver proactive strategies that drive business growth START 1 Partnering for success IT leaders stand at a crossroads continue
More information