Many companies use some form of IT Service Management (ITSM), or have an IT department that is usually in-house or through a dedicated Managed Service Provider (MSP).
IT teams or MSPs can provide reactive or proactive IT support, or a mix of both.
A lot of people use the terms "SaaS" (Software as a Service) and "cloud computing" interchangeably. However, there are differences between the two.
Most businesses today have become critically dependent on IT systems and their availability.
Without systems to provide redundancy and backups, IT downtime could prove very expensive. Large organizations can be looking at costs of up to $1-5 million per hour in the event of system-wide outages. This doesn't include potential penalties or legal fees in case of data breach or otherwise.
A Knowledge Base is a useful asset for customer service and IT Service Management (ITSM) teams. These can be used internally or externally, in the form of self-help or self-serve solutions for customers.
However, one of the main challenges in developing and publishing a Knowledge Base has been the amount of work involved in pulling together the information required. Now, with an AI Knowledge Base, organizations can more quickly and easily create and publish a Knowledge Base and keep it updated.
Almost every company can benefit from using a knowledge base. But the advent of AI technologies are taking the traditional processes of Knowledge Management to a new level of benefit for support teams and businesses
AI ticketing is a powerful way to leverage Software-as-a-Service (SaaS) tools that incorporate AI-powered chatbots and AI-based systems to handle customer queries, resolve problems, and find answers to questions customers have.
Effective communication is the lifeblood of any successful business. Now with teams often dispersed globally, robust communication tools are even more critical. These tools streamline workflows and build a cohesive organizational culture. These in turn help companies better serve their customers.
In today's digital healthcare landscape, employing HIPAA compliant email solutions is crucial for safeguarding patient data. Organizations, particularly healthcare providers and related businesses, must navigate secure electronic communication. This especially relates to Protected Health Information (PHI). The Health Insurance Portability and Accountability Act then needs to be understood well and adhered to closely.
The use of Artificial Intelligence in customer service is increasing more and more in continued efforts to provide an excellent customer experience. Contact centers and help desks are turning to Artificial Intelligence (AI) to improve efficiencies and delivery with customer service automation.
Edge computing, or edge cloud computing, is a new technology for communications and data processing connected to the cloud. More people are wondering what it is as it gains popularity. How does it work, and how does it compare to cloud computing? Everyone should know a few key traits of edge tech and its main applications today.
