The BroadVision Blog

The Two Sides of Security

At BroadVision, we take the security of your company’s data and knowledge very seriously. But there is much more to security than the traditional “keep the hackers out” controls; Vmoso also helps organizations retain and organize their knowledge to ensure that those who are entitled to see it can do. This data sheet presents Vmoso’s holistic approach to the two sides of security.

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Harnessing Corporate Knowledge In A Time of Digital Disruption

The entry to the market of disruptive “born digital” companies has both changed consumers’ expectations and disrupted incumbents’ business models, paving the way for a generalized Digital Transformation momentum across companies worldwide. At the heart of this disruption lies a superior ability to analyze data and to continuously deliver actionable information and superior customer experiences. This is the reason why 94% of European IT and Line of Business leaders say they understand today the value of information.

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Vmoso Chatbot by Optimist

Vmoso Chatbot by Optimist enables companies to provide rapid, automated assistance to customers within the context of their ongoing relationship with the customer.

Show Transcript

Using the Optimist software, the chatbot can be taught how to handle requests for any type of industry.

 

In this video we’ll see how Galaxy Airlines uses the chatbot to help John, who’s planning a short trip to Los Angeles with his family.

 

John starts by asking the chatbot for some information about access to the VIP lounge. Using a bot to answer frequently asked questions like this saves time and cost for the customer service team, and gives the customer a faster response.

 

But the chatbot can also help with the more complicated task of booking a flight. Based on John’s requests, the chatbot is able to suggest an itinerary, and then revise it in response to John’s replies.

The chatbot can also upsell – so  offers to help John book ground transportation for when he arrives in LA.

 

By automating the response to frequently asked questions and assistance with the booking process, Galaxy Airlines reduces its customer service cost and delivers a faster response to its customers.

 

And because this all takes place within the Vmoso customer service channel, the discussion is retained for future reference for  both the chatbot and customer service staff.

 

Customer Experience Management

 

Customers’ expectations of companies are changing. The “thanks for your email, we’ll reply in 7 working days” response simply isn’t good enough these days. Customers not only expect a faster response, they expect consistency across the many different channels through which they might make contact.

This has required organizations to improve the way they handle customer interactions, both before and after a sale. Such programs have become known as “Customer Experience Management”, often abbreviated to CXM or CEM.

Gartner define CXM as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy”.

So while the focus of CXM is on the customer interaction, it can have widespread implications for a company’s internal processes and technologies, and the way sales and customer service teams work together.

In business to consumer relationships, the main focus for CXM has been on ensuring social media channels are integrated with traditional email and phone routes to CRM. This “social CRM” works well when the answer to one customer’s question is relevant to another customer, and when customers answer each other’s questions. Social media is a great place to do this, because of the critical mass of customers there.

But platforms like Facebook and Twitter are ill-suited for more complex customer interaction. The two main categories of this are:

Personalized long-term consumer relationships – for example when a consumer needs to talk to their bank, insurance company or energy supplier

Business to business relationships – where several people from the customer need to collaborate with several people from the supplier.

In both cases, privacy is required making social media an inappropriate platform. And continuity is required, with the customer expecting the company to remember all their activity leading up to, and after the initial sale. This may well represent many years of interactions.

Vmoso enables CXM by:

Providing a platform for customer engagement, and

Enabling better internal collaboration and knowledge sharing between sales, customer service and other departments within the company.

Customers have a dedicated channel for interacting with the company, through Vmoso mobile and web apps, custom branded company apps, or email. Any employee servicing the customer can see the full history of discussions with the customer, integrating with the data already held within the CRM system.

When an internal discussion is required to address the customer’s need, that also takes place on Vmoso, with the full context available to everyone involved, not just users of the CRM system.

Vmoso’s  combination of internal and external collaboration elevates the customer experience, leading to increased customer satisfaction, loyalty and advocacy.

 

 

BroadVision Launches Vmoso Collaborative Process Management Solution

New platform redefines traditional business process management (BPM) in the context of mobile-centric and people-intensive activities for transforming both digital workplace internally and digital engagement externally

REDWOOD CITY, Calif., March 15, 2017 — BroadVision, Inc. (Nasdaq: BVSN), a leading provider of mobile-centric platform for empowering digital enterprise transformation, where knowledge management unifies business communication, collaboration and engagement, today announced the addition of Collaborative Process Management (CPM) to its flagship Vmoso suite of solutions.

Whereas traditional business process management (BPM) tools excel at managing well-defined, rigid processes, they typically remain very PC/desktop-centric, suboptimal for today’s highly mobile workforce and customer base.  Moreover, they usually fall short in exception/interrupt-driven, people-intensive, and knowledge/decision-centric situations where extensive collaboration and communication are required.  From customer services departments to operations teams, from document reviews to field service organizations, almost every enterprise in the world has these collaborative processes, and often handles them inefficiently through email, instant messaging, file sharing, and numerous other tools/sources around any core BPM, causing serious knowledge fragmentation problems for the enterprise and significant waste of time and frustration for users.

Vmoso CPM is the first BPM solution that combines structured, semi-structured, and unstructured business processes in one go, offering users a seamless experience to conduct ad-hoc collaboration around well-orchestrated workflow by bringing accountability, continuity, and serendipity together to get the job done faster and better.  It empowers companies to introduce just the right amount of structure for their business processes, to be facilitated by agile and timely knowledge-based collaboration, rather than overtaken by a disorganized mess of email, IMs, and other fragmented activities.

Vmoso CPM is an open and extensible platform, which can be easily customized to meet every enterprise’s needs.  Each process is defined by 3 inter-related XML files for specifying its workflow, form, and language locales.  Once orchestrated into a process template, it can be provisioned by the enterprise under stringent security and access control, or shared peer-to-peer to other users for more ad-hoc use cases.  Through Vmoso Integration Bot (VIB), a process can be connected to any external content or data sources, including Internet of Things, for authentication, schema mapping, data input/output, location-based services, as well as action triggering on a bi-directional basis.

BroadVision CEO, Dr. Pehong Chen, commented that “Vmoso CPM is a truly innovative solution.  By integrating BPM, collaboration, and knowledge management into a holistic platform, it can help global companies accelerate their enterprise transformation across both their digital workplace internally and customer engagement externally, achieving unprecedented business velocity, agility, loyalty, and profitability.”

To learn more about how the solution may benefit to your business, please visit Vmoso CPM resource page and review Vmoso CPM use case video for more details.

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About Vmoso

Vmoso is a mobile-centric platform for empowering digital transformation, where knowledge management unifies enterprise communication, workplace collaboration, and business engagement.

  • It consolidates email, instant messaging, content sharing, workflow, social networking, and other enterprise data sources into an action-oriented universal activity stream, personalized for each user over a secure private cloud.
  • Such unified activities organically capture each user’s tacit knowledge at the source and automatically weave it into an elastic and self-perpetuating corporate knowledge web, preserving it as a single source of truth while eliminating all the costly fragmentation and confusing redundancy along the way.
  • Working smartly like this, it can significantly enhance internal collaboration and operating continuity as well as dramatically transform external engagement and customer experience, delivering substantial gains in both business velocity and value across the entire enterprise ecosystem.

For more information, please visit broadvision.com/vmoso.

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About BroadVision

Driving innovation since 1993, BroadVision (NASDAQ: BVSN) provides e-business solutions that enable the enterprise and its employees, partners, and customers to stay actively engaged, socially connected, and universally organized to achieve greater business results.  BroadVision® solutions—including Vmoso for digital business transformation and Clearvale for enterprise social networking—are available globally in the cloud via the Web and mobile applications.

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Press Contact:

Shonagh Woods | shonagh.woods@broadvision.com | @broadvision

BroadVision and all its case-sensitive permutations are trademarks of BroadVision, Inc., registered in the United States and other countries.

Extending the reach of CRM with Vmoso

Galaxy Equipment is a world leader in professional network equipment, providing top class devices to companies all around the world. Their Sales teams use SugarCRM to track their sales cycle. Traditionally, this tracking has been limited to the Sales staff only.

In this video we’ll see how Galaxy Equipment manages to extend the reach of its CRM beyond the Sales team through an integration of SugarCRM with Vmoso.

Tom is part of the European Sales team in Galaxy Equipment; he’s been there for some time and can answer any prospect question regarding the world-renowned integrated network elements that Galaxy Equipment has been selling for the last 10 years.

A couple of days ago, he got news about a new line of network monitoring devices and software that Galaxy Equipment has been selling in Asia and is now introducing to Europe. He had a quick look but was too busy preparing for an important event in Berlin, where he is exhibiting.

During the event, he meets Helen from ACME Airways. Helen is managing her company’s network, and she’s seen a tremendous increase in usage over the last few years, which she’s spent endlessly upgrading her equipment to catch up.

Now she finally has some time to plan ahead, and wants to find a good monitoring solution. She’s read in the press that Galaxy Equipment is now selling their new solution locally, so she approaches Tom.

Tom’s caught off guard, as he’s only got a very basic knowledge of the solution which Helen is interested in, and was not expecting a question about it so soon. ACME Airways is one of those large accounts that Galaxy Equipment has never managed to get into, and he’s very eager to make a first sale here.

He notes down the details given by Helen, and as soon as he can he enters this as an opportunity in SugarCRM. He mentions that he needs help with this opportunity.

Typically, such an opportunity entered in SugarCRM would be shared only with the rest of the Sales team, and remain mostly unknown to the rest of the company. But that’s not the case for Galaxy Equipment. A few months ago, they integrated SugarCRM with Vmoso, the company’s platform for collaboration and communication inside and outside the company.

When Tom’s opportunity is added to SugarCRM, this triggers the creation of a Vmoso chat to discuss the opportunity with his manager, and a Vmoso post which is a collaboration conversation shared in the company to encourage serendipitous discovery by the relevant people. One of those people is Jeremy.

Jeremy is the head of European technical presales. He has just started to study the new monitoring solution, and the opportunity described in the post grabs his attention. To him, this opportunity looks like a perfect chance to let someone in his team acquire the right skills for the new product, but he needs to act fast and help Tom give the right answers to the prospect.

From his limited knowledge, Jeremy gives a few answers to the questions that Tom has written in the opportunity. He also shares the document that he has been using to train himself on the topic.

But Jeremy knows that this is not enough, he needs to find more detailed information in order to answer the question that ACME has submitted to Tom. He needs to investigate further. The self-training document was originally shared with him through a chat with Bruce, the presales VP, but it surely came from somewhere else.

So Jeremy switches to the Vmoso Knowledge Map which lets him see where the document has been referenced from. He can see his chat with Bruce, but also several other activities which have referenced the same document.

By clicking on each of those activities, Tom can see who’s involved in each of them, other related documents, and which other activities are referenced from there.

Most of the activities visited are discussions between the Asian sales team in languages that Jeremy doesn’t understand. By clicking on the users referenced in the various discussions, Jeremy manages to identify a couple of people in the US presales team. He discovers that Jeff, a consultant in the US, has been able to get himself up to speed with the solution and has now good working knowledge of it

Jeremy suggests to Tom that Jeff should be included in the tender response, because he’s probably the only person able to help them in the short term.

Tom includes Jeff, who is more than happy to have a real prospect case where he can use his new skills, and together they are able to build a well-articulated response to the request from ACME.

This has only been possible because the integration between SugarCRM and Vmoso has enabled the collaboration around the prospect’s requirements, involving the right people from the company.

As a result, Galaxy Equipment is able to increase significantly the quality of their responses to prospects, making it more likely that their Sales teams close new deals.

All of the information exchanged during this collaboration is retained and transformed into corporate knowledge meaning that the global sales team all benefit from the work Tom, Jeremy and Jeff have done on this account.

Integrating Vmoso with SugarCRM increases the reach of information held in the CRM improving the efficiency and accuracy of the sales team, leading to shorter and more successful sales cycles.