To leverage the full potential of these advancements, you need to implement comprehensive digital workplace strategies centered around three key technology tenets: cloud, automation & analytics and personalized solutions. Cognizant® WorkNEXT™ Solutions, Digital Workplace Services suite, provides cutting-edge technology and best-in-class support services, giving your workforce the freedom to work from anywhere, anytime. Our solutions are:
Cognizant was named as a Leader on basis of its market impact, vision and delivery capability. The report assessed 21 workplace service providers. Cognizant also emerged as a Star Performer among five major workplace service providers based on the strongest forward movement demonstrated on the PEAK Matrix™ year-on-year.READ THE REPORT
Our WorkNEXT™ digital workplace services provide solutions that are contextual, insights-enabled, agile and secure. These services personalize employee experiences, improve productivity, and promote creativity, innovation and collaboration in alignment with business metrics.
Cognizant® WorkNEXT™ user experience management (UEM) solution enables organizations to empower employees to work from anywhere, any time and from any device with secured and seamless access to resources boosting business productivity.VIEW PDF
Digital Experience Desk is an AI-enabled, intelligent virtual assistant-led service desk that enables your organization to transform user experiences and productivity. The virtual assistant is integrated with a device- and OS-agnostic digital platform to enable intelligent search, knowledge on demand and remediation solutions, and thereby provides a “single door” support solution. Digital eXperience Desk offerings include:
Workspace on Cloud solutions provide desktops, applications and resources anytime, anywhere, on any device, from the public cloud. By simplifying desktops and operations, improving security and managing costs, these solutions help your organization provide a high-quality user experience along with public cloud benefits. Workspace on Cloud offerings include:
Unified Device Management (UDM) enables you to control a multitude of devices and applications in your network. This seamless, easy-to-manage platform provides a unified management interface for monitoring, controlling and managing your employees’ mobile devices and desktops remotely, reducing support costs and business risks. Offerings include:
For a major North American retailer, a manual, inefficient IT support system hindered its operations, leading to bad user experiences, backlogged service requests, displeased customers and financial losses. The company held leading positions in retail segments ranging from groceries to pharmacies, but its sluggish IT service desk at times kept customers waiting on the line for up to 50 minutes.
Understanding the need to overhaul its IT service desk operations, the company approached Cognizant's retail technology experts. With a limited brief to support the system and database administration functions, we first applied a platform-based approach to service delivery and leveraged intelligence from IT operations to automate processes and requests involving manual effort. We also introduced an IT self-service portal that uses industry-standard tools such as Ayehu eyeShare and UiPath robotic process automation to help staff order consumables and dispatch tickets directly to the hardware vendor. By routing calls for these issues to the self-service portal, we were able to address 11% of the retailer’s problems more cost effectively without human intervention. Next, we introduced a unified experience desk for all IT-related issues, providing standardized response and resolution times across channels, including phone, chat, web and mobile.
At present, more than 9,000 service requests are handled automatically every month across the company, with 45% of event-generated incidents resolved through automation. The mean time to repair faults has dropped by 40%.
We eliminated 30% of trouble tickets by enabling correlation and optimizing monitoring. Staff spend less time dealing with IT systems and more time dealing with customers, which alone is worth between $500,000 and $750,000 to the business every year.
saved in eight years
event resolution through infrastructure automation
drop in mean time to repair
We form partnerships and strategic alliances with world-class organizations to expand our service offerings and deliver comprehensive solutions to clients. Strategic alliances with the world's leading companies enable us to provide complete solutions to your business and IT challenges.
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