Released: Wednesday, May 30, 2018
Providing superior services is about understanding and responding to customer expectations. Organizations want to deliver the best customer experience, however, are unable to figure out a strategic road map to transform their front end and back end operations using automation and artificial intelligence technologies. As per TM Forum Frameworx best practices and standards, the organizations must adopt highly automated and efficient approach to their business operations. TM Forum Frameworx suite helps an organization align their service desk automation strategy in the following manner:
- Innovate and reduce time-to-market with streamlined end-to-end service management
- Improve customer experience and retention using proven processes, metrics and maturity models
- Optimize business processes to deliver highly efficient, automated operations
- Reduce integration costs and risk through standardized interfaces and a common information model
In this paper, we will look at how TM Forum Frameworx best practices align with the service desk transformation journey in order to deliver the best overall experience based on context, inquiry type and channels used for customer issues.
