... service and stronger customer service rep experiences. Customer service and support technology leaders can use this report to help shortlist providers for further evaluation. Overview What You Need to Know Analysis 8x8 Amazon Web Services Cisco Content Guru Five9 Genesys NICE Talkdesk Vonage Data Center ...
Analyst(s): Pankil Sheth | Steve Blood | Drew Kraus | Pri Rathnayake
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... opportunities to transform software development workflows and evolve the role of developers. Software engineering leaders should prepare their teams for an AI-native era defined by developer creativity, agentic workflows and rapid feedback loops, while mitigating risks. Overview Strategic Planning Assumptions ...
Analyst(s): Philip Walsh | Manjunath Bhat | Arun Batchu | Adrian Leow | Mark Driver
... Already a Gartner client? Most organizations don't have service-level agreements for their internally supported applications, which means that application leaders can't understand how many of their scarce resources are needed for support activities. Key Challenges Introduction Analysis Define the Services ...
... Spurred by the pandemic, demand for CCaaS solutions is moving upmarket as these offerings are commonly used to meet complex and multiregional requirements. This research will help application leaders responsible for customer service find the right provider for their geographic and functional needs. ...
Analyst(s): Pri Rathnayake | Drew Kraus | Steve Blood
... Digital workplace tools are increasingly being leveraged for storing, classifying, managing and monitoring business content. Yet, many digital workplace application leaders have a limited role in planning and decision making for information governance. This research outlines a more strategic role. More ...
Analyst(s): Marko Sillanpaa | Rachel O'Farrell | Jed Cawthorne | Tim Nelms
... Access Research Already a Gartner client? Software engineering leaders want to improve UX maturity but lack a clear view of elements that comprise a successful strategy. This research shows how Gartner’s UX strategy maturity model can improve customer engagement, boost revenue and drive business succe ...
Analyst(s): Nabeeha Ahmed | Will Grant | Brent Stewart | Frank O'Connor
... Top Strategic Predictions for 2018 and Beyond: Pace Yourself, for Sanity’s Sake Experts: Daryl Plummer, Whit Andrews, Hank Marquis, Mike McGuire, Fabio Chesini, Adrian Leow, Martin Reynolds, John-David Lovelock, Janelle Hill, David Furlonger, David Smith, Charles Golvin, Alfonso Velosa, David McCoy, ...
... mature, organizations are starting to consolidate to a single CCaaS provider for operations in multiple regions. Application leaders responsible for customer service can use this research to assess the best-fit provider for their geographic and functional requirements. Market Definition/Description ...
Analyst(s): Pri Rathnayake | Drew Kraus | Steve Blood
... The annual CIO survey shows that financial services CIOs believe their industry lags global top performers from all industries in digital transformation. This research gives a financial services perspective on the survey, focusing on areas where these CIOs differ from their global peers. Data Insights ...