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Showing posts from November, 2018

The Secret Sauce of Success - Unveiled by the DC Office of Unified Communications

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution. The Washington, D.C. Office of Unified Communications manages non-emergency services for 311 callers across the District of Columbia, supporting 17 different agencies, including the Department of Transportation, the Department of Public Works, the Department of Motor Vehicles, and more. The OUC also manages emergency services for 911 callers. One of the main reasons for this re-platforming was the downtime challenge inherent to all on premise platforms: They need to be upgraded regularly, which causes service degradation or even unavailability. Other reasons included insufficient and slow reporting capabilities as well as the need to add more self-service channels. Having strong reporting and analytics capabilities are crucially important for call centers. The bigges

Data Rules - SAP acquires Qualtrics

The News On November 11, 2018 SAP announced that it has entered a definitive agreement to acquire Qualtrics, the “global pioneer of the experience management (XM) software category”. Here is the full announcement for you to read: WALLDORF, Germany, PROVO, Utah, SEATTLE, Wash.  —  SAP SE (NYSE: SAP) and Qualtrics International Inc. (Qualtrics) today announced they have entered into a definitive agreement under which SAP SE intends to acquire Qualtrics, the global pioneer of the experience management (XM) software category that enables organizations to thrive in today’s experience economy. Together, SAP and Qualtrics to accelerate the new XM category by combining experience data and operational data to power the experience economy Creates a highly differentiated offering for businesses to deliver superior customer, employee, product, and brand experiences Ryan Smith to continue to lead Qualtrics; Qualtrics to maintain dual headquarters in Provo, Utah, and Se