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Эти данные используются для бизнес-анализа. Технологии BI обрабатывают большие объемы неструктурированных данных, чтобы найти стратегические возможности для бизнеса.\r\n\r\nЦель BI — интерпретировать большое количество данных, заостряя внимание лишь на ключевых факторах эффективности, моделируя исход различных вариантов действий, отслеживая результаты принятия решений.\r\n\r\nBI поддерживает множество бизнес-решений — от операционных до стратегических. Основные операционные решения включают в себя позиционирование продукта или цен. Стратегические бизнес-решения включают в себя приоритеты, цели и направления в самом широком смысле. BI наиболее эффективен, когда он объединяет данные, полученные из рынка, на котором работает компания (внешние данные), с данными из источников внутри компании, таких как финансовые и операции с данными (внутренние данные). В сочетании, внешние и внутренние данные дают полную картину бизнеса, которая, создает «интеллект» — быстрое понимание, которое не получить из простого набора данных.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/Business_Intelligence","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/business-analytics.png"},{"id":70,"title":"OLAP - online analytical processing","alias":"olap-online-analytical-processing","description":"OLAP (англ. online analytical processing, аналитическая обработка в реальном времени) — технология обработки данных, заключающаяся в подготовке суммарной (агрегированной) информации на основе больших массивов данных, структурированных по многомерному принципу. Реализации технологии OLAP являются компонентами программных решений класса Business Intelligence.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/OLAP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/OLAP.png"},{"id":76,"title":"CPM - Corporate Performance Management","alias":"cpm-corporate-performance-management","description":"Управление эффективностью деятельности организации (английские термины CPM, BPM, EPM) — это набор управленческих процессов (планирования, организации выполнения, контроля и анализа), которые позволяют бизнесу определить стратегические цели и затем оценивать и управлять деятельностью по достижению поставленных целей при оптимальном использовании имеющихся ресурсов. Это система управления, построенная на принципах управления стоимостью бизнеса.\r\n\r\nУправление эффективностью деятельности' охватывает весь спектр задач в области стратегического, финансового, маркетингового и операционного управления компанией и включает в себя применение таких управленческих технологий, как моделирование стратегии, карты сбалансированных показателей, процессно-ориентированное планирование и функционально-стоимостной анализ, бюджетирование и бизнес-моделирование, консолидированная управленческая отчетность и анализ, мониторинг ключевых показателей деятельности (key performance indicators), связанных со стратегией.\r\n\r\nУправление эффективностью деятельности включает три основных вида деятельности (во всех без исключения областях управления):\r\n\r\nпостановка целей\r\nанализ значений показателей, характеризующих достижение организацией поставленных целей, и\r\nуправляющие воздействия менеджеров по результатам анализа, направленные на улучшение будущей деятельности организации по достижению поставленных целей.\r\nНачиная с 1992 г. на управление эффективностью деятельности очень сильно повлияло развитие концепции Сбалансированной системы показателей. Обычно менеджеры используют сбалансированную систему показателей для того, чтобы цели организации сделать понятными для сотрудников, чтобы определить, как отслеживать достижение целей, и чтобы внедрить механизм, сигнализирующий о необходимости внесения в деятельность организации корректирующих действий. Эти шаги те же, что мы можем видеть в концепции CPM, и как результат, сбалансированная система показателей наиболее часто используется как фундамент системы управления эффективностью в организации.\r\n\r\nИспользуя методы управления эффективностью, собственники стремятся донести стратегию до всех уровней организации, трансформировать стратегию в действия и метрики, измеряющие эти действия, и использовать анализ для поиска причинно-следственных связей, которые, будучи осмысленными, помогают в принятии обоснованных решений.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A3%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D0%B5_%D1%8D%D1%84%D1%84%D0%B5%D0%BA%D1%82%D0%B8%D0%B2%D0%BD%D0%BE%D1%81%D1%82%D1%8C%D1%8E_%D0%BE%D1%80%D0%B3%D0%B0%D0%BD%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/CPM.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Унифицированные коммуникации (англ. 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Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. 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It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1303,"logoURL":"https://old.b4r.io/fileadmin/user_upload/eGain.png","logo":true,"scheme":false,"title":"eGain CallTrack","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"egain-calltrack","companyTitle":"eGain","companyTypes":["supplier","vendor"],"companyId":4106,"companyAlias":"egain","description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n \r\n<span style=\"font-weight: bold;\">Streamline and automate service processes</span>\r\nService process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.\r\n \r\n<span style=\"font-weight: bold;\">Effectively categorize interactions</span>\r\nCategories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.\r\n \r\n<span style=\"font-weight: bold;\">Make agents more productive</span>\r\nAgent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.\r\n \r\nAgents have access to:\r\n\r\n<ul>\r\n<li>Complete customer information, including interactions through other channels</li>\r\n<li>The common knowledge base</li>\r\n<li>Subject matter experts through collaboration tools</li>\r\n<li>Multimedia interaction tools such as chat and web cobrowsing to help customers</li>\r\n<li>Auto-summarization and note-taking facilities</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Resolve issues quickly</span>\r\neGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases:\r\n\r\n<ul>\r\n<li>Agents, across channels, have one-click access to eGain Knowledge Base.</li>\r\n<li>Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).</li>\r\n<li>Agents can also contribute to the knowledge base.</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitor and track every call</span>\r\nPriorities and SLAs are assigned automatically, and alarms are triggered when SLAs are\r\nlikely to be missed. In addition, managers and supervisors can:\r\n\r\n<ul>\r\n<li>Use real-time monitors to oversee queues or agents.</li>\r\n<li>Check the audit trail of interactions to ensure correct handling.</li>\r\n<li>Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.</li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">Integrate multichannel customer communications</span>\r\neGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.","shortDescription":"eGain CallTrack™ is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain, the industry’s top-rated customer engagement software suite, which helps businesses transform their traditional call centers into multichannel customer engagement hubs.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":15,"sellingCount":10,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"eGain CallTrack","keywords":"eGain, interactions, through, CallTrack, your, knowledge, contact, Agents","description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy,","og:title":"eGain CallTrack","og:description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? 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Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. 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DiaManT® может взаимодействовать с пользователями через Speech, Text или GUI-вход; входящие и исходящие из IVR, Web-чата или даже из любого включенного мобильного приложения, обеспечивая истинную непрерывность для бесшовной кросс-канальной службы в виде подключаемых модулей; omMobile®, omChat®, omIVR®.\r\n\r\n<span style=\"font-weight: bold;\">DeepNLU®</span> Engine позволяет понимать запросы клиентов и намерения с большой точностью. Поскольку движок понимает контекст и сохраняет память, он способен запускать целые сквозные разговоры с клиентами.\r\n","shortDescription":"Платформа DiaManT® обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный диалог.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":5,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Omilia - Conversational IVR DiaManT (разговорная платформа)","keywords":"Omilia, omChat®, omIVR®, Engine, понимать, позволяет, DeepNLU®, подключаемых","description":"Технология Dialog Management от Omilia - это центр интерактивной поддержки по всем каналам. DiaManT® может взаимодействовать с пользователями через Speech,","og:title":"Omilia - Conversational IVR DiaManT (разговорная платформа)","og:description":"Технология Dialog Management от Omilia - это центр интерактивной поддержки по всем каналам. DiaManT® может взаимодействовать с пользователями через Speech,","og:image":"https://old.b4r.io/fileadmin/user_upload/Omilia.png"},"eventUrl":"","translationId":2626,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"Voice over Internet Protocol (Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1061,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Omilia.png","logo":true,"scheme":false,"title":"Omilia - Conversational IVR DiaManT","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omilia-conversational-ivr-diamant","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3981,"companyAlias":"omilia","description":"<span style=\"font-weight: bold;\">Omilia’s Dialog Management Technology</span> is the hub for conversational care on all channels. DiaManT® can interact with users via Speech, Text, or GUI input; inbound and outbound from the IVR, Web-Chat or even from any enabled Mobile application, delivering true continuity for seamless cross-channel service in the form of Plug-Ins; omMobile®, omChat®, omIVR®.\r\n<span style=\"font-weight: bold;\">DiaManT®</span> is home to Omilia’s deepNLU® Engine that works to extract meaning from free, unstructured language. The deepNLU® Engine makes it possible to understand customer requests and intents with human-like accuracy. Because the engine is context aware and retains memory, it is capable of running entire end-to-end conversations with customers.\r\nOmilia provides pre-packaged applications for specific verticals and languages. The DiaManT® Xpert® Packages come with a fully pre-loaded intelligent Virtual Agent providing out-of-the-box recognition and understanding of all key domain concepts. 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A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":287,"title":"Services Operations Management","alias":"services-operations-management","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/service-management.png"},{"id":160,"title":"Online Banking","alias":"online-banking","description":"Online banking, also known as internet banking, e-banking or virtual banking, is an electronic payment system that enables customers of a bank or other financial institution to conduct a range of financial transactions through the financial institution's website. The online banking system will typically connect to or be part of the core banking system operated by a bank and is in contrast to branch banking which was the traditional way customers accessed banking services. Fundamentally and in mechanism, online banking, internet banking and e-banking are the same thing.\r\n\r\nTo access a financial institution's online banking facility, a customer with internet access would need to register with the institution for the service, and set up a password and other credentials for customer verification. The credentials for online banking is normally not the same as for telephone or mobile banking. Financial institutions now routinely allocate customers numbers, whether or not customers have indicated an intention to access their online banking facility. Customers' numbers are normally not the same as account numbers, because a number of customer accounts can be linked to the one customer number. 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Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Унифицированные коммуникации (англ. Unified communications, UC) — это технология, представляющая собой интеграцию услуг реального времени таких как: мгновенные сообщения (чат), информация о присутствии (presence), телефония (включая IP-телефонию), видеоконференция, совместная работа над документами, управление вызовами и распознаванием речи с унифицированными почтовыми системами (голосовая почта, электронная почта, SMS и факс).\r\n\r\nУнифицированные коммуникации, как правило, не является одним продуктом, но представляет собой набор продуктов, которые обеспечивают потребителя единым интерфейсом и возможностью доступа к услугам на различных коммуникационных устройствах (стационарный телефон, мобильный телефон, компьютер, ноутбук и др.)","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/unified-communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"Voice over Internet Protocol (Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1328,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Lithium_Social_Media_Management.jpg","logo":true,"scheme":false,"title":"Lithium Social Media Management","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"lithium-social-media-management","companyTitle":"Lithium Technologies","companyTypes":["supplier","vendor"],"companyId":4128,"companyAlias":"lithium-technologies","description":"<span style=\"font-weight: bold;\">Social publishing made easier</span> <span style=\"text-decoration-line: underline;\">Publish content that resonates</span> Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is powered by Klout data to improve engagement. <span style=\"text-decoration-line: underline;\">Improve team collaboration and workflow</span> Plan integrated campaigns with a Global Omni-channel Calendar of ads, events, campaigns, social posts, emails, and more. Plus, align all teams with campaign briefs and task management. <span style=\"text-decoration-line: underline;\">Drive campaigns forward effectively</span> Track campaign progress with a visual timeline, organized by milestones. Stay on top of all planned content and its status with a Production Dashboard, so deadlines aren't missed. <span style=\"font-weight: bold;\">Social Response</span> <span style=\"text-decoration-line: underline;\">Private, in-the-moment customer care</span> Provide private and trusted customer care in real-time, regardless of channel. We've designed capabilities to help brands carry meaningful conversations with their customers in one continuous thread, so agents can easily pick up where a conversation left off. <span style=\"text-decoration-line: underline;\">Powerful insights in real-time</span> Offer your customers the best experience possible by instantly capturing their post-resolution feedback. Our integration with Twitter allows brands to analyze Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) data to bring a new dimension of customer data and social ROI to brands. <span style=\"text-decoration-line: underline;\">Highly customizable analytics and customer insights, available on-the-go</span> Our mobile applications allow teams to stay in the know and act fast by easily accessing live trends and insights.","shortDescription":"Lithium Social Media Management is an integrated platform for social media management\r\nLithium Social Media Management combines powerful publishing and response feature sets for marketing and customer service. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":14,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Lithium Social Media Management","keywords":"with, customer, insights, campaigns, brands, data, content, Social","description":"Social publishing made easier Publish content that resonates Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is","og:title":"Lithium Social Media Management","og:description":"Social publishing made easier Publish content that resonates Stop the guesswork. Publish the right content at the right time with the auto-scheduler, which is","og:image":"https://old.b4r.io/fileadmin/user_upload/Lithium_Social_Media_Management.jpg"},"eventUrl":"","translationId":1329,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":52,"title":"SaaS - software as a service","alias":"saas-software-as-a-service","description":"SaaS (англ. software as a service — программное обеспечение как услуга; также англ. software on demand — программное обеспечение по требованию) — одна из форм облачных вычислений, модель обслуживания, при которой подписчикам предоставляется готовое прикладное программное обеспечение, полностью обслуживаемое провайдером. Поставщик в этой модели самостоятельно управляет приложением, предоставляя заказчикам доступ к функциям с клиентских устройств, как правило через мобильное приложение или веб-браузер.\r\n\r\nОсновное преимущество модели SaaS для потребителя услуги состоит в отсутствии затрат, связанных с установкой, обновлением и поддержкой работоспособности оборудования и работающего на нём программного обеспечения.\r\n\r\nВ модели SaaS:\r\n\r\nприложение приспособлено для удаленного использования;\r\nодним приложением пользуется несколько клиентов (приложение коммунально);\r\nоплата взимается либо в виде ежемесячной абонентской платы, либо на основе объёма операций;\r\nтехническая поддержка приложения включена в оплату;\r\nмодернизация и обновление приложения происходит оперативно и прозрачно для клиентов.\r\nКак и во всех формах облачных вычислений, заказчики платят не за владение программным обеспечением как таковым, а за его аренду (то есть за его использование через мобильное приложение или веб-интерфейс). Таким образом, в отличие от классической схемы лицензирования программного обеспечения, заказчик несет сравнительно небольшие периодические затраты, и ему не требуется инвестировать значительные средства в приобретение прикладной программы и необходимых программно-платформенных и аппаратных средств для его развёртывания, а затем поддерживать его работоспособность. Схема периодической оплаты предполагает, что если необходимость в программном обеспечении временно отсутствует, то заказчик может приостановить его использование и заморозить выплаты разработчику.\r\n\r\nС точки зрения разработчика некоторого проприетарного программного обеспечения модель SaaS позволяет эффективно бороться с нелицензионным использованием программного обеспечения, поскольку программное обеспечение как таковое не попадает к конечным заказчикам. Кроме того, концепция SaaS часто позволяет уменьшить затраты на развёртывание и внедрение систем технической и консультационной поддержки продукта, хотя и не исключает их полностью.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/SaaS","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/cloud_computing2__1_.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1590,"logoURL":"https://old.b4r.io/fileadmin/user_upload/RBC_Group.png","logo":true,"scheme":false,"title":"RBC: Анализ вторичных продаж и запасов","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"rbc-analiz-vtorichnykh-prodazh-i-zapasov","companyTitle":"RBC Group","companyTypes":["supplier","vendor"],"companyId":1632,"companyAlias":"rbc-group","description":"<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое решение «Анализ вторичных продаж и запасов», разработанное </span><span style=\"background-color: rgb(255, 255, 255); \">RBC Group совместно с компанией Pradata </span><span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"> на базе систем QlikView и SPOT2D. SPOT2D предназначен для оперативного обмена данными между производителями и дистрибьюторами и позволяет отслеживать движение товара до каждой торговой точки по каждому продукту в режиме он-лайн. Данным решением компании Pradata пользуется более 70 крупнейших производителей в Украине, России, Казахстане и Белоруссии и более 3.500 дистрибьюторов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">QlikView- мировой лидер среди систем бизнес-анализа (BI), обладающий целым рядом уникальных свойств и возможностей. В настоящий момент системой пользуется более 33.000 клиентов в 100+ странах мира, включая крупнейшие международные организации.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Продвижением и поддержкой QlikView на территории СНГ занимается элитный партнер компании Qlik– международная консалтинговая компания RBC Group.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Совместное решение позволит клиентам компании Pradata проводить анализ накопленных SPOT2D данных в системе QlikView с использованием ассоциативного поиска и удобной визуализации при высокой скорости отклика. Такое расширение текущего аналитического функционала значительно усилит управленческие возможности топ-менеджмента и ресурсы аналитических отделов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; font-weight: bold;\">Приложение «Анализ вторичных продаж и запасов» обеспечивает быстрый и удобный анализ данных за любой выбранный период в разрезе: </span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">• продаваемых товаров по всем характеристикам (торговые марки, категории, группы, виды упаковок);</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">• стран, регионов, областей, населенных пунктов, типов и категорий торговых точек, сетей, торговых агентов.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; font-weight: bold;\">и позволяет анализировать:</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<ul><li>ключевые показатели (KPI) — объем продаж, количество SKUи обслуживаемых клиентов, дистрибуцию, запасы;</li><li>выполнение планов продаж и прогнозировать их выполнение;</li><li>продажи с помощью долевого, динамического, сравнительного, геоинформационного, транзакционного видов анализа;</li><li>запасы — оборачиваемость, состояние и уровень запасов.</li></ul>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Приложение также позволяет выполнять ABC-XYZ, FMR, RFM, детальный LFL-анализ, выполнять произвольные сравнения и конструировать отчеты.</span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \"><br /></span>\r\n<span style=\"color: rgb(0, 0, 0); font-family: Verdana, sans-serif; font-size: 12px; \">Аналитическое приложение «Анализ вторичных продаж и запасов» на базе QlikView и SPOT2D гарантирует более высокий уровень взаимодействия на всех уровнях дистрибуции и максимальную оперативность в принятии правильных управленческих решений. </span>","shortDescription":"Анализ вторичных продаж и запасов - аналитическое решение на платформе продуктов QlikView и Spot2D для индустрии торговли, используя технологии \tBI, CRM, Учетные системы","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":5,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"RBC: Анализ вторичных продаж и запасов","keywords":"продаж, запасов, Анализ, вторичных, более, SPOT2D, QlikView, позволяет","description":"Аналитическое решение «Анализ вторичных продаж и запасов», разработанное RBC Group совместно с компанией Pradata на базе систем QlikView и ","og:title":"RBC: Анализ вторичных продаж и запасов","og:description":"Аналитическое решение «Анализ вторичных продаж и запасов», разработанное RBC Group совместно с компанией Pradata на базе систем QlikView и ","og:image":"https://old.b4r.io/fileadmin/user_upload/RBC_Group.png"},"eventUrl":"","translationId":2747,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business intelligence (сокращённо BI) — это методы и инструменты для перевода необработанной информации в осмысленную, удобную форму. Эти данные используются для бизнес-анализа. Технологии BI обрабатывают большие объемы неструктурированных данных, чтобы найти стратегические возможности для бизнеса.\r\n\r\nЦель BI — интерпретировать большое количество данных, заостряя внимание лишь на ключевых факторах эффективности, моделируя исход различных вариантов действий, отслеживая результаты принятия решений.\r\n\r\nBI поддерживает множество бизнес-решений — от операционных до стратегических. Основные операционные решения включают в себя позиционирование продукта или цен. Стратегические бизнес-решения включают в себя приоритеты, цели и направления в самом широком смысле. BI наиболее эффективен, когда он объединяет данные, полученные из рынка, на котором работает компания (внешние данные), с данными из источников внутри компании, таких как финансовые и операции с данными (внутренние данные). В сочетании, внешние и внутренние данные дают полную картину бизнеса, которая, создает «интеллект» — быстрое понимание, которое не получить из простого набора данных.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/Business_Intelligence","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/business-analytics.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":357,"title":"Procurement","alias":"procurement","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/procurement-management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1591,"logoURL":"https://old.b4r.io/fileadmin/user_upload/CargoWise.jpg","logo":true,"scheme":false,"title":"CargoWise","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"cargowise","companyTitle":"RBC Group","companyTypes":["supplier","vendor"],"companyId":1632,"companyAlias":"rbc-group","description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\r\nCargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. It integrates your business with your customers and partners, streamlining processes and increasing the efficiency, visibility, and profitability of your operations.\r\nCargoWise One meets the diverse needs of a diverse industry. From growing supply chain providers to multinational corporations, its highly flexible and feature-rich system boosts productivity in everything you do. Whatever sector of the logistics industry your business serves, CargoWise One is the smart solution for success.\r\nWith CargoWise One, you gain seamless supply chain operations and the competitive advantage.\r\n<span style=\"font-weight: bold;\">Powerful Productivity</span>\r\nCargoWise One puts productivity at the center of everything you do. Its single-platform system gives you the high levels of automation and visibility you need to streamline processes throughout your business. Because of its cloud-based capability, key in your data just once and it becomes instantly accessible across your worldwide operations, reducing your margin of error and the need for labor-intense workflows. For performance-driven businesses in need of enhancing productivity, CargoWise One presents an efficient solution for simplifying the supply chain.\r\n<span style=\"font-weight: bold;\">Industry-Wide Functionality</span>\r\nCargoWise One’s next-generation technology gives you broad functional capabilities and industry-wide applications that allow you to maximize your operations on the global stage. With a complete suite of integrated ERP applications, it meets the horizontal and vertical demands of the logistics industry. Its functions scale to individual business demands, providing the breadth and depth of major multinationals as well as the simplicity of small business operations. CargoWise One’s highly modular system allows you to choose the specific applications your business needs while giving you the access to facilitate future developments.\r\n<span style=\"font-weight: bold;\">Deep-Seated Integration</span>\r\nCargoWise One provides you with comprehensive vertical and horizontal integration, both inside and outside of the application. It allows you to integrate your business with the supply chain’s key vertical markets as well integrating your own processes across your global operations. You also benefit from CargoWise One’s tightly integrated horizontal modules - everything from accounting, to document management, and more - and an eCommerce solution that seamlessly manages your sales and CRM services.\r\n<span style=\"font-weight: bold;\">Cross-Border Compliance</span>\r\nCargoWise One offers compliance capabilities that lets you focus on business, not borders. It provides the tools to achieve quicker, simpler, more efficient customs clearance as well as greater visibility between you, your partners, customers, and customs authorities. With access to integrated online tariff classification tools and to the network of WiseTech Global Partners who can help you navigate the increasing number of regional regulations, CargoWise One ensures full compliance with customs requirements across the world's leading markets.\r\n<span style=\"font-weight: bold;\">True Global Reach</span>\r\nCargoWise One forms an integral link in the global supply chain, connecting you to businesses across the world. With over 150,000 licenses held across 7,000 sites in 115 countries, CargoWise One customers are able to facilitate business through an ever-growing community of logistics providers. With interfaces to external parties, customers, and other industry providers, CargoWise One puts your global connections within easy reach.\r\n<span style=\"font-weight: bold;\">Solutions for a More Secure Supply Chain</span>\r\nIn an era of heightened security concerns, CargoWise One safeguards your data. Its cloud-based system stores your valuable data offsite and online, granting you remote global access 24/7. Digital document storage and retrieval is built into every part of process, enabling all documents to be saved, organized, and accessed on screen as changes are made for seamless business continuity and disaster recovery.\r\n<span style=\"font-weight: bold;\">Seamless Implementation and Continued Support</span>\r\nWith CargoWise One, you gain a comprehensive suite of support services delivered through our exclusive WiseAdvantage program. The tools, knowledge, and services you need to get the most out of your technology investment are included as part of your CargoWise One solution. All support materials have been localized to meet your specific needs through our carefully selected global partner program.","shortDescription":"CargoWise One is a single-platform software solution designed to increase your productivity and improve integration, automation, and communication with the supply chain. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":16,"sellingCount":16,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"CargoWise","keywords":"your, CargoWise, business, With, global, supply, operations, chain","description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\rCargoWise One is a single-platform software solution designed to increase","og:title":"CargoWise","og:description":"The Single-Platform Solution That Puts Productivity at the Center of the Supply Chain\rCargoWise One is a single-platform software solution designed to increase","og:image":"https://old.b4r.io/fileadmin/user_upload/CargoWise.jpg"},"eventUrl":"","translationId":1592,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":75,"title":"ERP - Enterprise Resource Planning","alias":"erp-enterprise-resource-planning","description":"ERP (англ. 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Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Our people are your people</span> Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.\r\n\r\n\r\n<b>The interface is the place</b>\r\nWhen you can access all relevant data and activity from a single interface, it’s easy for teams to track customer conversations and pick up where they left off. 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When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.\r\n \r\n<span style=\"font-weight: bold;\">You have what it takes</span>\r\nWith Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.\r\n \r\n<span style=\"font-weight: bold;\">Know thy self-service</span>\r\nGuide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.\r\n \r\n<span style=\"font-weight: bold;\">Thanks a bot</span>\r\nThe Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Knowledge base</span>\r\n<span style=\"font-weight: bold;\">Control access</span>\r\nYou choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your help center.\r\n \r\n<span style=\"font-weight: bold;\">Rich text editor</span>\r\nCreate articles including media like photos and video with our WYSIWYG editor. It’s as familiar as the applications you use in your personal life.\r\n \r\n<span style=\"font-weight: bold;\">Structured content, unlimited articles</span>\r\nOrganize your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.\r\n \r\n<span style=\"font-weight: bold;\">Lists and labels</span>\r\nGet an overview of all your published and unpublished knowledge base content with customized article lists, and then refine that view with search, filters, and article labels.\r\n \r\n<span style=\"font-weight: bold;\">Restore deleted content</span>\r\nAll your content is archived, so even if you delete something by accident, you can get it back.\r\n \r\n<span style=\"font-weight: bold;\">Content history</span>\r\nUnderstand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.\r\n \r\nThink globally\r\nLocalize your content in 40+ languages so you can serve customers in their native language.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Agent efficiency</span>\r\n<span style=\"font-weight: bold;\">Knowledge Capture App</span>\r\nWith Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface.\r\n \r\n<span style=\"font-weight: bold;\">A built-in resource</span>\r\nWhile solving tickets, agents can reference answers and info from your agent knowledge base. You can also keep training documents in a central location for easy access during onboarding and beyond.\r\n \r\n<span style=\"font-weight: bold;\">Instant customer context</span>\r\nThe Pathfinder app for Zendesk Support provides context on how a customer used self-service prior to submitting a ticket. With that info an agent can get a better understanding of the customer’s intent, and provide better answers and resolve issues faster.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Self-service</span>\r\n<span style=\"font-weight: bold;\">A beautiful help center for any device</span>\r\nLet customers help themselves to your knowledge base content with a customized, mobile responsive help center.\r\n \r\n<span style=\"font-weight: bold;\">Help where it’s needed</span>\r\nEmbed your help center natively on your website with the Web Widget or within your mobile app so customers don’t have to leave when they need help. \r\n \r\n<span style=\"font-weight: bold;\">Effortless and relevant</span>\r\nUse Contextual Help in the Web Widget to suggest relevant articles based on the page the customer is currently viewing, before they even lift a finger to type out a search.\r\n \r\n<span style=\"font-weight: bold;\">Answer Bot</span>\r\nPowered by artificial intelligence to automatically respond to emails with relevant help center articles, solving customer requests while they wait for an agent. \r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Publishing</span>\r\n<span style=\"font-weight: bold;\">SEO ready</span>\r\nGuide is optimized so search engines can understand your content and customers can find answers no matter where they look for them. And Guide automatically updates your sitemap so there’s no need to call a developer.\r\n \r\n<span style=\"font-weight: bold;\">Custom themes</span>\r\nGuide allows for customizable themes, giving you full control over the look and feel of your help center. Your web developers can easily work with HTML, CSS, and Javascript to match your brand.\r\n \r\n<span style=\"font-weight: bold;\">Multibrand</span>\r\nCreate multiple help centers or knowledge bases to serve various audiences, regions, or brands. Each one is separate so you can set different permissions, create unique URLs, and customize themes to match.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Community</span>\r\n<span style=\"font-weight: bold;\">Forums</span>\r\nCapture the voice of your customer with our community forums. Empower customers to interact with each other and provide feedback about what works and what doesn’t. \r\n \r\n<span style=\"font-weight: bold;\">Moderation tools</span>\r\nGuide can direct all new and edited end-user content to a queue to be reviewed before publishing. You can choose to have all posts and comments sent to the queue, or filter for content that contains specific words.\r\n \r\n<span style=\"font-weight: bold;\">User Profiles</span>\r\nDisplay user information, activity, and recent contributions. Help center profiles also enable users to follow one another and get notifications of new articles, posts, and comments for anyone they follow.\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> </span>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Customer portal</span>\r\n<span style=\"font-weight: bold;\">Request form</span>\r\nLet customers escalate a question by embedding a request form directly in your help center. Capture relevant information with custom form fields about their issue so you can solve their requests faster.\r\n \r\n<span style=\"font-weight: bold;\">Personalized portal</span>\r\nProvide a dedicated space for your customers to manage their support requests and their contributions to your community. Learn how the Guide customer portal works.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Reporting</span>\r\n<span style=\"font-weight: bold;\">Gather intel</span>\r\nGuide reporting tracks how people are reacting to your content on help center, Web Widget, and in mobile apps. The data can tell you the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments.\r\n \r\n<span style=\"font-weight: bold;\">Find your blind spot</span>\r\nSee what search terms customers are looking for, and whether those searches come up empty. 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Or maybe you’ve just finished Marie Kondō’s The Life-Changing Magic of Tidying Up. Either way, the bike has to go.\r\n\r\nHowever, instead of unceremoniously dumping the bike at the curb, you’ve decided to recoup some money by selling it, or even trading it for something you’ll actually use. That’s where OLX can help. Founded in 2006 as a classifieds platform for the buying, selling, and trading of goods and services, OLX serves more than 40 countries. Its sites, like LetGo or OLX India, see an average of 54 million listings per month, with an eye-popping 1.7 billion page views. Purchased by global entertainment and technology investor Naspers Classifieds in 2010, OLX employs 1,200 workers worldwide.\r\n\r\nWith that global footprint comes complex considerations for taking into account cultural differences and providing multilingual support. Previously, OLX maintained a hodgepodge of in-house customer service solutions. For example, a custom third-party tool for the Latin America region was used to cover support for 14 countries. Maintenance of these tools left a lot to be desired, as Cynthia Toral, Product Owner for OLX Global explained. The processes of creating automated notifications and triggers for agents proved burdensome and so Toral set out to find a robust, unified solution that could be rolled out globally.\r\n\r\nAfter reviewing Freshdesk and other providers, OLX chose Zendesk’s omnichannel solution for its easy configuration and ability to be customized using the Zendesk API. Toral felt confident the workflows they could set up in Zendesk Support would help customer service managers prioritize work for their teams.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“That’s something that is not very common,” said Toral, who has been with OLX for more than nine years. “Freshdesk, for example, is very flexible in terms of what you can change, with the code for the help page, but it has no configurations at all for the agent, and that’s something that we need. We want to offer the best possible support and have very satisfied users.”</span>\r\n\r\nAfter implementing Zendesk in September 2014, OLX quickly took advantage of Zendesk’s multi-branding capabilities. With over 90 global sites to support, OLX rolled out 35 instances of Zendesk, customized for different regions and often segmented using the Multibrand feature. “We started with 14 countries in Latin America.” Toral said.\r\n\r\nZendesk allows OLX to easily focus on the channel preferred by its customers instead of using a one-size-fits-all approach. “It depends on the needs of the market,” Toral said. “Let’s take South Africa—we need to have phone support because the African markets have a stronger demand for phone support than email. Everybody has a mobile phone, but not everybody has an email address.”\r\n\r\nOne channel that has risen to the top in many markets is live chat, and OLX has leveraged Zendesk to proactively initiate chats in service of overall ticket deflection. For example, OLX India has Zendesk Chat embedded in its Android app—so when customers navigate away from an ad posting page, the chat widget pops up to encourage the customer to complete the ad.\r\n\r\n“At the end of the day, we wanted to help convince the user to post the ad,” Toral said, and the team is then able to look at the number of conversations they’ve had around an ad posting, as well as the number of ads posted after that proactive interaction.\r\n\r\nAnother way that OLX was able to reduce the number of tickets submitted was by creating market-specific self-service articles in Zendesk Guide, which led to a 40 percent reduction in tickets globally. The company is constantly committed to try and test the efficacy of different approaches. OLX has also experimented with autocomplete on forms, suggestions based on fields rather than text, and is currently adding a pop-up box with possible solutions to help users find the most relevant help center content for a particular site.\r\n\r\n“Let’s say you want to recover your password—we’ll suggest, ‘Please click here,’” Toral explained. “We measured suggested content in every single custom contact field we have on the contact form, and we noticed that we had reduced 30 percent of the tickets for those basic questions.”\r\n\r\nWith so many sites operating around the globe, data analytics for OLX has proven to be both extremely challenging and absolutely critical. To tackle this task, OLX has begun to take advantage of Zendesk’s API. <span style=\"font-weight: bold; font-style: italic;\">“We’re building a dashboard where we are extracting data from the API for all the Zendesk accounts,” Toral said. “We’re building this ‘Voice of the Customer’ dashboard where we’re going to have all the contact reasons selected by the users can can relate this info with the platform used by the user, and even by the version of the app. From there we can really build a stronger product.”</span>\r\n\r\nThe overall goal is to share the information between countries and regions and to be able to compare metrics from a central source. It’s a work in progress, Toral said. <span style=\"font-weight: bold; font-style: italic;\">“The thing is, you need to get the information from the customer insights, but you cannot say, ‘Let’s read 200,000 tickets a month from around the globe and see what customers are saying,’” she said. “The only intelligent way to do that is to add a little bit of effort on the user side, so the user needs to select the reason for the contact. 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