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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 customer service outsource


Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

customer service outsource  Knowledge Base to Improve Customer Interactions If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact in multiple ways when dealing with enterprises. Therefore, VSS implementations must integrate all possible

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Field Service Management (FSM)

Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system. 

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8 Reasons to Outsource Your Desktop in the Cloud


With organizations looking for new ways to cut costs and increase productivity, cloud computing has become a popular trend. In the most common form of cloud computing, vendors offer software via the Internet in a software-as-a-service (SaaS) model. Many of the benefits of this model can be translated to desktop management. Learn how SaaS principles are being applied to offer companies desktop-as-a-service (DaaS).

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Where Has All the Service Gone?


For some reason, once a product moves into the retail channel, most manufacturers lose control. The retailer abdicates responsibility. When faced with a problem, the consumer is alone! What happened to the lifetime value of the customer? This article examines the lapses and promises in providing service to the end customer.

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Differentiation through Service Excellence


With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer satisfaction. While revenue is flattening for many product businesses, service income is increasing. Find out how integrating business processes and customer relationship management (CRM) data can help you deliver new service offerings and improve the customer experience.

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Selecting Field Service Management Software


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Giving Service Companies a Fast Start


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5 Key Steps to Make Field Service Profitable


Is field service seen as a cost center at your business? Providing field service can be a complex process, but that does not have to mean it’s unprofitable. Every field service interaction is an opportunity to not only delight customers, but also increase revenue. Here are 5 easy steps to get your field service organization in the black this year. Accomplish all five and get your field techs, customers, and balance sheet in your favor.

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The Evolution of IT as a Service


Most IT service providers have always and continue to operate in a break/fix service environment. When a customer calls with an issue, the service provider drops everything to fix it. Under these circumstances, service providers have a difficult time forecasting monthly revenues and staffing needs, which has a huge impact on profitability. Add to this the intense competition, excessive customer turnover, low technician utilization rates, and shrinking margins that characterize today‟s market, and the result is IT service providers anxious to find a new way of delivering their services. Learn about innovative IT-as-a-Service initiatives that are defining the new IT value chain of the future.

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How to Convert Service Calls Into Sales


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