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Conference Presentation

Playing the Tech Support Game When All the Rules Have Changed, and Winning

This report is for Support Services members only

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The ongoing pandemic has necessitated a rapid transformation for enterprises. On the one hand, there have been constraints on how services and support can be delivered to customers, while on the other, customer expectations are higher than ever before.
In this session, Nir Galpaz, a veteran with over 20 years of experience at leading technology companies (Juniper Networks, Mitel, BlueJeans Network), and Sid Victor, Head of Support Services, CSS Corp, will examine some of these tectonic shifts impacting the world of tech support and introduce an integrated digital-led approach to solve these challenges.
Key takeaways from the session include –

  • Trends and challenges in support for today’s enterprises
  • Integrated digitally-infused support framework
    • Empower employees with virtual engagement and tech-enabled productivity
    • Streamline operations with intelligent automation and smart contact routing
    • Drive CX with automated support through AI-enabled self-service and cognitive virtual assistants
  • Real examples and outcomes delivered

Tracks: Support Services, Technology Solution Session

Presented By:

Publish Date: December 10, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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