Announcing Finalists for TSIA TechBest in Adoption: Citrix, Compuware, Coveo

Each Spring I launch the TSIA Member Technology Survey, which tracks adoption, satisfaction, and planned spending across 24 categories of tools and services common within service operations. The survey reveals which solutions are most popular with TSIA members, and it is interesting to find out which vendors see growing adoption. One thing is certain: When the percent of members using a particular solution sharply rises, it indicates that provider has the right messaging, the right tools, and the right price for technology service organizations. Proven success within the TSIA membership means the solution meets the business needs of users, is delivering value, and doesn’t require extensive implementation or customization to be effective.

Comparing the results from 2012 and 2013, the three TSIA partners that saw the largest increase in member adoption are Citrix, Compuware, and Coveo. These three firms represent the finalists in the 2013 TechBEST Best in Adoption Award and will be interviewed in the TechBEST Showcase that opens Technology Services World today in the EXPO Theater. The partner with the highest year-over-year gain in adoption will be named the winner during the closing Awards Luncheon on Wednesday, October 23.

  • Citrix is transforming how people, businesses, and IT work and collaborate in the cloud era. The Citrix GoTo cloud services portfolio powers mobile workstyles allowing companies to work with anyone from any-where. With GoToAssist, companies are able to deliver amazing support experiences and maintain maximum uptime of people, their devices, and apps. GoToAssist seamlessly integrates web collaboration with technical support and remote monitoring tools to remove support complexities, drive efficiencies, and reduce costs. Using all three capabilities together makes it simple for support professionals to identify, ticket, and quickly resolve issues. Citrix also offers other services purpose-built for collaboration and remote access that include GoToMeeting, GoToTraining, GoToWebinar, GoToMyPC, Podio, and ShareFile. Learn more at www.citrix.com.
  • Compuware Changepoint allows organizations to maximize professional services profitability and maintain a focus on effective product decisions and delivery. Changepoint’s PSA solution includes powerful business analytics and mobility, providing total operational visibility and control over the services portfolio. Services organizations can manage every aspect of their business with Changepoint, from customer acquisition, to services delivery, through to project financial control. Changepoint customers achieve strong margins, manage projects and resources with greater efficiency, deliver a competitive product and services mix, and maintain top-line revenues and bottom-line profitability. Examples of Changepoint customers include Altum, Circle Software, Innovaost, Kana, Patheon, Priocept, Sage, Steria, and Ziggo. Learn more at www.compuware.com.
  • Coveo makes companies more relevant and responsive to their customers by providing technology that delivers, in real time, the most relevant, context-aware information for every employee and every customer. Coveo’s revolutionary Search & Relevance technology takes knowledge management to a new, more relevant level by securely connecting with and harnessing an organization’s big, fragmented data from any combination of cloud, social, and on-premise systems. For example, with Coveo for Salesforce, case-relevant knowledge from anywhere (social, on-premise and cloud-based systems) is presented directly into the agent’s context, related to the case at hand: solutions to similar cases, knowledge articles, relevant communications, even experts who can help. Technology companies including Deltek, EXFO, Tokyo Electron America, and SunGard use Coveo to inject more relevant knowledge into customer service interactions, personalize online experiences, and radically boost knowledge management initiatives. Learn more at www.coveo.com.

I’ll be intereviewing the finalists today at 11:30 in the Expo. Hope to see you there! And as always, thanks for reading!

Explore posts in the same categories: Best Practices, Consumer Support, Technology

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