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COGNIZANT CONSULTING
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Working to reshape business models, modernize products and enhance customer experiences to drive growth.
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COGNIZANT CONSULTING
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Cognizant® WorkNEXT™ Solutions
EMPOWERING USERS, ELEVATING EXPERIENCE AND DRIVING INNOVATION
Devices such as tablets and smartphones have graduated from consumer gadgets to extensions of our workstations. Meanwhile, technology advancements such as cognitive virtual assistants, augmented knowledge discovery and experience analytics enable you to automate tasks, improve employee productivity and enhance experience.
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:
- Contextual and insights-enabled
- Cloud-ready and easy to consume
- Powered by artificial intelligence (AI) and automation
Everest Group Named Cognizant a Leader and Star Performer in Digital Workplace Services PEAK Matrix™ Assessment 2019 Report
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 REPORTOFFERINGS
Disruptive digital technologies are changing the face of the modern-day workplace. Redefining your workplace means shifting from business-centric to an employee-centric model—while keeping your enterprise compliant and secure. Cognizant can show you how.
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® WorkNEXTTM UEM: Delivering Continuous and Contextual Aware Workplace Solution
Cognizant® WorkNEXTTM 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.
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DIGITAL EXPERIENCE DESK AND FIELD SERVICES
USER EXPERIENCE, AI & AUTOMATION-ENABLED SUPPORT
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:
- WorkNEXT™, an AI-powered service desk with omnichannel, near-shore and culturally aligned support locations
- WorkNEXT™ EZ (Engagement Zone), a digitally enhanced deskside and field service offering provided globally, leveraging highly skilled resources and digital technologies
- WorkNEXT™ DigiHub, a digital user interaction hub that serves as a one-stop shop for user interaction with the IT department
- WorkNEXT™ Persona Services an effective personalization strategy that enhances customer experience, leading to reduced costs and increased revenue from greater customer satisfaction, loyalty and advocacy
- WorkNEXT™ AR-enabled field support services efficiently manage diverse IT estates, including complex and nonstandard equipment, through Cognizant’s AR-powered Digital Field Services solution.
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WORKSPACE ON CLOUD AND COLLABORATION SERVICES
QUALITY UX FROM THE PUBLIC CLOUD
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:
- WorkNEXT™ Cloud Workspace, an integrated, end-to-end workspace solution built on a public cloud platform that delivers desktops and applications accessible anywhere, any time, on any device in an “as-a-service” model
- WorkNEXT™ M365 Solution, a user-centric interactive solution that’s secure to access and provides best-in-class delivery and management; it combines features and toolsets from the Windows 10 operating system, Office 365 ProPlus productivity suite, and Enterprise Mobility and Security package
- WorkNEXT™ Productivity Services covers enterprise email-managed services, implementation and migration solutions, including:
- Multifactor authentication for Office 365 service
- Enterprise File Sync and Share (EFSS) Services
- One Drive for business cloud-based email and collaboration services using Google applications (G Suite for collaboration)
- WorkNEXT™ Unified Communication and Collaboration Services (voice, video) covers SharePoint consulting, implementation and support services, consulting and implementation services, and Skype for business.
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UNIFIED DEVICE MANAGEMENT AND DaaS
SECURE, MONITOR AND CONTROL WORKFORCE DEVICES
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:
- WorkNEXT™ UEM, which redefines the way enterprise IT delivers and manages applications, devices and services to users across all platforms
- WorkNEXT™ Device as a Service (DaaS), which combines hardware leasing and end-to-end lifecycle services into a single, per-device monthly contract; it includes full asset management, managed services and a range of technology refresh options
- WorkNEXT™ LCM Solutions, which include Windows 10 migration services, application compatibility and remediation services, application packaging and virtualization services
RETAIL
Retail Staff Benefit From an Agile and Productive Workplace With Automation
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The Challenge
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.
Our Approach
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.
Intelligent Virtual Assistant Based on Machine Learning and Natural Language Processing Helps Manage Repeatable Tasks
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.>$24 million
saved in eight years
45%
event resolution through infrastructure automation
40%
drop in mean time to repair
RELATED RESOURCES
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OUR PARTNERS
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.
NEWS
Cognizant Named a Leader in Gartner's Magic Quadrant for Managed Workplace Services, North America
Cognizant Joins the Android Enterprise Recommended Program for Managed Service Providers
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