With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.

That’s the potential grandeur of applying AI in different fields and industries of the world today! The UK government seems to have made the right move and at an opportune time too. AI is the intelligence exhibited by machines. These machines have competence in reasoning, learning, language processing, planning, and perception to help improve decision making of businesses. Basically, AI’s data crunching power will outsmart the smartest technologies of today.

When organizations upgrade from Wire Pro to Wire Enterprise one of the key integration features is the support for Single Sign On (SSO) through SAML 2.0. The integration with identity management solutions enables organizations to simplify password managment and lower the risk of phishing attacks. Moreover, many of the identity platforms augment the set of authentication and authorization features to compliment the security of Wire.

The concept of Zero Trust is taking hold as the best approach to secure business data and stay compliant with various regulations. Traditional security models assume that everything within an organization’s network can be trusted by default.

Online marketplaces offer a wealth of solutions for companies of all shapes and sizes looking to improve the quality, speed, and efficacy of their customer service and support experiences. But while marketplaces are an incredible resource with nearly limitless possibilities, they can be overwhelming, intimidating, and confusing if you don’t know what you’re looking for.

Some customers just want to be left alone. For them, never having to talk to the company or have any form of interaction with them, is the best possible experience. Forcing these customers to engage, is the very opposite of providing a good experience. Yet, companies have to keep working towards increasing customer engagement. So how do customer experience and customer engagement fit together? Are they the same thing? Turns out, they aren’t – but they do work together in perfect harmony.

If you are wondering if you can host your OneDesk customer portal, or other customer app, on your own domain, the answer is YES. Here’s how it is done.

The million dollar question ? "Encryption" is a term used sporadically and often open to interpretation. To better understand what end-to-end encryption is we have created this little example to highlight why end-to-end encryption is radically different to encryption at rest, or in transit.