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Tag: Customer Experience

TTEC Solved Cyber Security Incident

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TTEC Holdings, world’s leading CX (customer experience) technology and service innovators for end-to-end digital CX solutions, resolved the cyberattack on its technology infrastructure.

TTEC noticed the cybersecurity incident on September 12 and began remediation and recovery efforts immediately. The incident was contained after the company isolated the affected systems and implemented other corrective measures. In addition, the company has launched a full investigation into the cyberattack, and it is using the results of that investigation to help its own cyber security measures. Despite initial setbacks, TTEC is now up and running all over the world.

“TTEC moved quickly and decisively to identify, contain, and resolve the cyberattack. In just five days our team moved aggressively to rebuild and further solidify our processes and infrastructure. TTEC continues to prioritize our client and people-facing processes and systems,” said Ken Tuchman, TTEC chairman and CEO.

Tuchman said, “I am humbled by the effort and resilience that the TTEC family showed during the past few days, and their continued hard work to support our clients. Our expertise in business continuity and incident response allowed us to continue to serve our clients, despite the many complications presented in this incident.”

The firm has completed the initial recovery measures, strengthened its cyber security, and is in the process of wrapping up its investigation and evaluating the incident’s effect on the organization.

Bot Management – An Overview

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Bot Management – Bots are automated programs designed to complete tasks. The majority of bots do repetitive tasks. Programmers create bots to execute tasks at very high speeds.

Harmful Bots – Bots that are “bad” are now one of the most serious threats to companies. Malicious bot traffic can slow down a website’s efficiency, tie up online inventory, compromise personal information, and result in higher customer churn and revenue loss. They trigger a slew of business issues by targeting blogs, mobile apps, and APIs. DDoS attack, spamming, ad fraud and web scraping are examples of these types of attacks.
Useful Bots – Bots that are useful contribute to the web’s growth and development. They crawl site pages to assess SERP rankings and keep real-time websites up to date with data, or they assist customers in finding the best price for a product or locating stolen assets. It is important for today’s companies to be able to differentiate between good and poor bots.

Some Noteworthy Features of Bot Management Solution are –

  • Extensibility and Flexibility – Bot management extends beyond the website. All online properties, including your website, mobile apps, and APIs, are protected by an enterprise-grade solution. APIs and mobile applications are protected, as is interoperability with the business partners’ systems and critical third-party APIs. The bot mitigation solution is simple to set up and use, with no infrastructure changes or the possibility of traffic being rerouted from your CDN (Content Delivery Network) or DNS.
  • Customer Experience – Latency on websites and applications degrades the user experience. Any bot mitigation strategy does not add to the latency, but rather find and address problems that contribute to it. Bot detection accuracy is crucial. Bot management solution not only differentiates between good and bad bots but also improves the user experience by allowing approved bots from search engines and partners. During peak hours, maintaining a consistent user experience on sites like B2C e-commerce portals can be difficult. To tackle traffic surges, the solution should be scalable. It’s also important to keep false positives to a minimum so that the user experience isn’t harmed.
  • Bot Detection Engine – Bot management solutions use JavaScript challenges or CAPTCHA challenges to identify bots. They also use behavioural analysis to assess which users are humans and which are bots, i.e., comparing a user’s actions to previous user behaviour. For common pages, page requests can reach millions per minute, and data processing for bot detection must be done in real-time. This makes manual intervention difficult even inserting suspected IP address ranges is ineffective against bots that cycle through a large number of addresses in order to avoid detection. Bot mitigation engines with advanced technology including machine learning assist in automating their management capabilities, reducing the time and workforce required to handle bots dramatically. The overall cost of ownership is significantly reduced by automated responses to threats and a system that does not need manual intervention.

Bot management solutions are the key to ensure business continuity and performance, regardless of the size of an organization. The growing volume of global bot traffic and the magnitude of their cumulative effect suggests that bot management solutions are critical to ensure business continuity and success.

Brierley has Emerged as 2020 SPARK Matrix Leader in the Customer Loyalty Solutions Market by Quadrant Knowledge Solutions

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Quadrant Knowledge Solutions announced today that it has named Brierley, a globally recognized leader in loyalty technology, strategy and execution, as the 2020 technology leader in the SPARK Matrix analysis of the global customer loyalty solutions market.

Quadrant Knowledge Solutions SPARK Matrix evaluation examined Brierley and twelve other vendors by evaluating the companies product portfolios, technology strategies, market presence, and customer value proposition. Quadrant Knowledge Solutions’ SPARK Matrix provides a snapshot of key market participants and a visual representation of their positioning, along with strategic insights on how each vendor participant ranks related to its competitors along several axis representing a range of performance parameters coinciding with technology excellence and customer impact.

The Quadrant SPARK Matrix evaluation examined Brierley and twelve other vendors’ performance in the categories of technology excellence and customer impact.

According to Quadrant Knowledge Solutions’ “Market Outlook: Customer Loyalty Solutions, 2020-2025, Worldwide”, the loyalty technology and solutions are evolving with enhanced focus on improving personalized customer experience. Global customer loyalty solutions vendors are making significant investments to add functionalities for personalized marketing and communication, personalized recommendation, gamification and customer experience tools, customer analytics and artificial intelligence, and integration with best-of-breed marketing, commerce, and customer experience tools. 

“Brierley, with its robust LoyaltyOnDemand platform and end-to-end loyalty service capabilities, has secured strong ratings across the parameters of technology excellence and customer impact, and has been positioned as the technology leader,” said Sachin Birajdar, Analyst, Quadrant Knowledge Solutions. “Brierley’s comprehensive industry experience, robust technology platform, and loyalty service capabilities offer strong customer ownership experience, enabling brands to provide superior customer experience, build brand loyalty, and improve profitability.”

“For marketing and technology leaders that are driven to transform their business into a customer centric organization, LoyaltyOnDemand plays a key role in helping them achieve their vision.  Unlike our competitors, LoyaltyOnDemand encapsulates the tremendous depth of our industry experience while offering the latest UX design principles and architecture to enable ultimate flexibility in program design, customer personalization and cloud native scale. “ – Bill Swift, Executive Vice President & Chief Technology Officer

Additional Resources:

  • Quadrant Knowledge Solutions: Brierley Knowledge Brief
  • For more on Brierley’s LoyaltyOnDemand platform, please click here 

About Brierley

Brierley is the industry leader — transforming loyalty around the world. The company’s focus is turning client challenges into successful and profitable loyalty program solutions. Brierley brings together innovative thought leadership, unparalleled expertise and advanced technologies to help brands win customers’ hearts and minds.

Brierley’s LoyaltyOnDemand® represents a powerful evolution in loyalty technology. This intuitive platform empowers everything a loyalty program demands to engage customers across every channel and touchpoint. LoyaltyOnDemand is also continuously evolving with new features to keep programs on the leading edge. In addition, Brierley offers the full breadth of services to drive unprecedented loyalty success: program design, strategy, research, analytics, customer insights, creative and digital solutions.

Experts you can count on. Solutions you can trust. Success you can measure.

Brierley is U.S.-based and is a wholly owned subsidiary of Nomura Research Institute, headquartered in Tokyo, Japan. To learn more about Brierley, visit http://www.brierley.com/ 

About Quadrant Knowledge Solutions

Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit https://quadrant-solutions.com/market-research/

Media Contacts

Zahra Khan
Brierley
214-743-5575
publicrelations@brierley.com

Riya Mehar
Quadrant Knowledge Solutions
rmehar@quadrant-solutions.com

Apttus is Positioned as 2019 Technology Leader in the Contract Lifecycle Management Market by Quadrant Knowledge Solutions

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AI-enabled Apttus CLM platform is recognized for the strong performance across performance parameters of the technology excellence and customer impact in the SPARK Matrix Analysis.

SAN MATEO, California, April 23, 2020 /PRNewswire/ — Apttus, the leading provider of AI-enabled enterprise contract management, today announced it has been named a technology leader in the SPARK Matrix analysis of the global contract lifecycle management (CLM) market by Quadrant Knowledge Solutions.

Contract management is evolving from the use of an operational contract repository system that manages contracts for audit, legal, and compliance purposes to a strategic investment for improving contract performance and minimizing business risks across an enterprise environment, according to Quadrant Knowledge Solutions’ Market Outlook: Contract Lifecycle Management (CLM), 2019-2024, Worldwide. The CLM application’s value proposition of automating the contracting processes is driving market growth across the geographical regions and industry segments. A centralized repository that includes consistent metadata tagging of contract terms and conditions, collaboration portals, negotiation intelligence, and contract analytics optimizes contract performance, improves compliance, and minimizes administration costs.

The SPARK Matrix evaluation examined the performance of thirteen vendors, including Apttus, in the categories of technology excellence and customer impact. Performance in technology excellence was measured by several parameters, like the sophistication of technology, technology application diversity, scalability, competitive differentiation, and industry impact. Customer impact was measured by factors such as addressing unmet needs, product performance, ease of deployment, and customer service excellence.

“Apttus has been positioned amongst the top three technology leaders after receiving strong overall ratings across the performance parameters of technology excellence and the customer impact of its comprehensive end-to-end Apttus CLM platform,” said Akshaysingh Chandel, Analyst at Quadrant Knowledge Solutions. “Apttus’ comprehensive technology value proposition across contract creation, repository, and analytics is well recognized to deliver strong customer ownership experience, especially to mid-market to large enterprise organizations across industries.”

“We are honored to be recognized by Quadrant Knowledge Solutions as a technology leader for global contract lifecycle management,” said Frank Holland, CEO of Apttus. “Our goal is to optimize contract lifecycle processes using robust AI and machine learning capabilities to ensure our customers are using the most effective and efficient solution for their legal needs.”

About Apttus

Apttus is a Silicon Valley-based global provider of a Middle Office platform that allows enterprises to automate and optimize their most critical revenue and commercial relationship management processes. Apttus is powered by the most advanced technologies from Salesforce, Microsoft, and IBM. Analysts rank Apttus as the global gold standard for Quote-to-Cash (QTC) and Contract Lifecycle Management (CLM) solutions. Apttus’ innovations include Max, the company’s Applied Artificial Intelligence that enables enterprises to achieve superior business outcomes. Apttus partners with a world-class ecosystem. Apttus customers include hundreds of the world’s mid-sized organizations and the who’s who of the Global 1000. Apttus can be found online on LinkedIn, Facebook, and Twitter.

About Quadrant Knowledge Solutions

Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit https://quadrant-solutions.com/market-research/

Media Contacts
Eileen Policarpio
ebernardo@apttus.com
Phone: +1-707-628-5551

Riya Mehar
Quadrant Knowledge Solutions
rmehar@quadrant-solutions.com

InfoSecurity Outlook Magazine focuses on keeping track of Information Security, Data Security, Cloud Security, IoT Security and Fraud Management related technology to help entrepreneurs protect their organizational data from threats and misuse.

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