SunView Software Blog

The Value of Omnichannel Self-Service in the Digital Age

04/14/2021 by: The SunView Team

This is the FIRST blog in our series that explains how and why Collaboration is the Core of Service Management Excellence. In this article, we explain The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-facing experience. Offering options in the way that your customers engage with IT is essential to ... Continue reading The Value of Omnichannel Self-Service in the Digital Age

| Self-Service

Collaboration is the Core of Service Management Excellence

04/14/2021 by: The SunView Team

In this THREE-PART SERIES, we explain how and why Collaboration is the Core of Service Management Excellence. In Part 1, we discuss The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-focused experience. Offering options in the way that your customers engage with IT is essential to providing the best ... Continue reading Collaboration is the Core of Service Management Excellence

| IT Service Management

Business Insights: 8 Ways to Super-Charge Your ITSM

04/07/2021 by: The SunView Team

We have all been there at one time or another… You call into a service desk looking for help, only to be passed from one person to another, waiting on hold each time and having to repeat your story again and again to each person who is ‘there to help you’. If this is happening to the people in your company, super-charging your IT Service Management (ITSM) system with the following eight ... Continue reading Business Insights: 8 Ways to Super-Charge Your ITSM

| Business Insights

Tech Spotlight: Streamline Your ITSM Processes

04/07/2021 by: The SunView Team

The most common activity that your IT support agents are involved in every day is handling incoming requests. Your team needs to be ready when a new incident or service request is raised, so they can respond as quickly as possible. However, with requests arriving in so many ways: requests, phone calls, emails, ad hoc, and more—one after another, it can become difficult to stay on top of ... Continue reading Tech Spotlight: Streamline Your ITSM Processes

| Tech Spotlight

AI-Based Sentiment Analysis Improves Customer Experience

03/22/2021 by: The SunView Team

  This is the THIRD blog in our series that unravels the mystery behind the question What is AITSM and Why Do CIOs Need to Face It? In our first blog post, we explained how AI Enables the Transformation of ITSM in 2021 and Beyond. Our second article examined why Companies Bet BIG on Conversational UI and Virtual Agents, as the influx of billions of dollars is fueling dramatic advances in ... Continue reading AI-Based Sentiment Analysis Improves Customer Experience

| Artificial Intelligence