Gen-E announced the availability of RESOLVE Software System 5 which adds a long list of new features designed to empower IT and network operations personnel and L1 agents with the right tools to resolve incidents of all types faster and more efficiently.
The new features in RESOLVE 5 are designed to improve productivity even more while increasing the quality of service and customer satisfaction of end users by resolving incidents faster than ever.
"With RESOLVE 5, we solidify our leadership in defining the new standard for accelerated incident resolution," said Duke Tantiprasut, Ph.D., CTO of gen-E. "RESOLVE 5 delivers the entire set of capabilities required for scaling network and IT operation service support through integrated process guidance, automation, integration and collaborative process improvement. It also puts the much needed focus on incident resolution automation which is key to improving first call resolution and shifting work from L2 agents and subject matter experts to L1 agents and automating repetitive tasks."
This major release provides service support agents with a new user experience for guided problem resolution. Agents are presented with Resolution Dashboards for problem isolation of complex services, deep triage with Dynamic Decision Trees and accelerated diagnostic and repair through embedded automations. RESOLVE 5 dramatically improve agent productivity by creating a more streamlined set of instructions which allows them to more quickly resolve incidents as they arise.
The Latest
New research from ServiceNow and ThoughtLab reveals that less than 30% of banks feel their transformation efforts are meeting evolving customer digital needs. Additionally, 52% say they must revamp their strategy to counter competition from outside the sector. Adapting to these challenges isn't just about staying competitive — it's about staying in business ...
Leaders in the financial services sector are bullish on AI, with 95% of business and IT decision makers saying that AI is a top C-Suite priority, and 96% of respondents believing it provides their business a competitive advantage, according to Riverbed's Global AI and Digital Experience Survey ...
SLOs have long been a staple for DevOps teams to monitor the health of their applications and infrastructure ... Now, as digital trends have shifted, more and more teams are looking to adapt this model for the mobile environment. This, however, is not without its challenges ...
Modernizing IT infrastructure has become essential for organizations striving to remain competitive. This modernization extends beyond merely upgrading hardware or software; it involves strategically leveraging new technologies like AI and cloud computing to enhance operational efficiency, increase data accessibility, and improve the end-user experience ...
AI sure grew fast in popularity, but are AI apps any good? ... If companies are going to keep integrating AI applications into their tech stack at the rate they are, then they need to be aware of AI's limitations. More importantly, they need to evolve their testing regiment ...
If you were lucky, you found out about the massive CrowdStrike/Microsoft outage last July by reading about it over coffee. Those less fortunate were awoken hours earlier by frantic calls from work ... Whether you were directly affected or not, there's an important lesson: all organizations should be conducting in-depth reviews of testing and change management ...
In MEAN TIME TO INSIGHT Episode 11, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses Secure Access Service Edge (SASE) ...
On average, only 48% of digital initiatives enterprise-wide meet or exceed their business outcome targets according to Gartner's annual global survey of CIOs and technology executives ...
Artificial intelligence (AI) is rapidly reshaping industries around the world. From optimizing business processes to unlocking new levels of innovation, AI is a critical driver of success for modern enterprises. As a result, business leaders — from DevOps engineers to CTOs — are under pressure to incorporate AI into their workflows to stay competitive. But the question isn't whether AI should be adopted — it's how ...
The mobile app industry continues to grow in size, complexity, and competition. Also not slowing down? Consumer expectations are rising exponentially along with the use of mobile apps. To meet these expectations, mobile teams need to take a comprehensive, holistic approach to their app experience ...
