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Knoa Software - Value Realized
KNOA SOFTWARE IS LEADING THE PERFORMANCE MANAGEMENT INDUSTRY with end-user experience management solutions that reach beyond infrastructure and application performance to monitor, measure and manage how end-users are utilizing the application to optimize business process execution. Learn more about what drives us in this one-page profile. |
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British Telecom Calls on Knoa to manage Siebel CRM Applications
British Telecom deployed the Knoa Experience and Performance Manager (EPM) suite to optimize the performance of Siebel CRM and other enterprise applications within its global organization.
This case study highlights the results BT has experienced using Knoa in its Retail Division Knoa EPM enables BT Retail Division to drive consistently high revenue generation from each customer service agent by enabling the IT Team to identify and focus on the highest priority issues that are affecting agent productivity, customer experience or effective process execution. |
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Knoa EPM Drives User Performance Gains that are Nothing to Sneeze At
When Kimberly-Clark wanted to determine how well its end users were doing with its SAP solution, it selected Knoa Enterprise Performance Management (EPM) for its ability to identify end-user experience and performance issues quickly. "Knoa's EPM has enabled us to optimize the use of SAP in our Polaris project which affects 16,000 employees. The system gives us real insight that we have used to simultaneously improve the performance of the SAP application and improve end-user proficiency, while reducing support costs." said Bonnie Hillsberg, Team Leader, Kimberly-Clark Corporation. "Using Knoa EPM makes the difference between having a vague sense that there's room for improvement, and knowing exactly what is and isn't working. Knoa EPM shows us the 'who, what, when, where, why, and how' we need to know to optimize user performance - and reap the rewards." |
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SAP UEM Helps Tacoma Measure and Improve the User Experience
The City of Tacoma understands that the user experience can make or break an IT investment. It's also keenly aware that, with today's stretched budgets, city staff members have to work as efficiently as possible and make the best use of taxpayer resources. That's why Tacoma turned to the SAP User Experience Management (SAP UEM) application by Knoa. |
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Knoa EPM – ROI Projections
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet explains the projected ROI that Knoa Software can deliver. |
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Knoa EPM for IT Service
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to the IT Service Desk. |
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Knoa EPM for IT Operations
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to IT Operations. |
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Knoa EPM for Line of Business
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to the Line of Business. |
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Knoa EPM for Training
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to Training. |
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Knoa EPM for Oracle® BI
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to Oracle BI. |
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Knoa EPM for PeopleSoft®
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to PeopleSoft. |
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Knoa EPM for Salesforce®
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to Salesforce. |
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Knoa EPM for Siebel®
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to Siebel. |
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Knoa EPM for SAP®
Knoa EPM is a powerful analytics framework that enables you to optimize business process and deliver value. Our unique points of differentiation enable Knoa EPM to deliver high value solutions which address high value use cases in IT Service and Functional Support, Application Support, and Line of Business areas.
This data sheet addresses the value that Knoa EPM can add to SAP. |
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Knoa EPM for Oracle Solution Brief
How can you tell if your end users are using your Siebel solution to its full potential?
Knoa Experience and Performance Manager (EPM) for Siebel provides you with detailed reports enabling you to identify, prioritize, and take action on end user experience and performance issues impacting end user adoption and effectiveness. The reports are highly graphical, clear, and easy to understand. Using Knoa EPM you'll be able to target and collect the precise information you need to optimize the return on your Siebel investment. |
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Knoa EPM for SAP Solution Brief
How can you tell how your SAP solution performs for each person who uses it? How can you pinpoint the actual issues with the real data you need to take corrective action?
Until now, that's been a difficult task involving surveys, occasional stop-watch timings or tracking calls to the help desk. You've never really had specific metrics to see if your employees are executing transactions properly, carrying out procedures correctly, or making the most of their SAP solution where it counts: in their day-to-day activities.
Now, SAP offers a unique end-user performance management product from Knoa Software, the world's leading provider of end-user experience and management solutions. |
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User Experience Management and Business Impact – A Cornerstone for IT Transformation
In May of 2012 Enterprise Management Associates (EMA™) analysts surveyed 202 respondents on User Experience Management (UEM) – which was defined to include Customer Experience Management and Business Impact – insofar as it resulted from end-user interactions with IT services. This report summarizes the results of that survey, and analyzes Knoa's EPM and GEM product offerings in light of its conclusions. |
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Contact Center Analytics Vendors in North America: Three to Watch
Although a handful of companies have dominated the customer interaction and contact center technology markets for many years, in the background a number of smaller companies have been quietly creating exciting new technologies designed to improve the customer experience or
increase operational efficiency. Flying under the radar in many cases, the innovative technology these companies offer can give enterprises a competitive edge by improving the customer experience. |
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10 Things to Consider When Evaluating End-User Experience Monitoring Solutions
End-user monitoring solutions are becoming an integral part of competencies that organizations need to have in place when managing the performance of business-critical applications. However, there are some significant differences between technologies that fall under the "end-user monitoring" umbrella. More importantly, the effectiveness of these solutions depends on the environments in which they are used, the goals of end-user organizations deploying them, and the performance metrics that they are able to collect. This report highlights ten key items that end-users should be aware of when evaluating end-user monitoring solutions. |
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Butler Group Technology Assessment of Knoa EPM
In this, independent, objective evaluation Knoa's capabilities for end-user monitoring and performance management were found to be innovative, pioneering and mission-critical. Butler Group reported that assessing application behavior from the point of view of the application user, in an automated and scalable way, has missed the attention of most IT organizations and that Knoa has found a largely untapped market where IT is under pressure to do more with less and end-user expectations of service performance are ever growing. Butler Group asserts that Knoa's strategy for focusing on common business applications and being the single source of end-user performance metrics for all applications (primarily for large enterprises) is the right one. |
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EMA Names Knoa Leader in QoE for End-User Productivity
According to EMA research, End-User Productivity is the number one driver for QoE and User Experience Management. EMA states that Knoa has set a very high standard when it comes to looking at end-user productivity metrics for corporate business applications with a growing uptake in call centers and shared service centers where there Knoa has shown very demonstrable ROI. The granularity with which Knoa can examine these two separate areas is distinctively rich compared to all the other vendors examined in this report. Knoa's ambition to become the "sole-source provider of end-user experience and performance metrics for all the stakeholders in the organization" seems to be well-grounded in reality. The benefits in cost reduction, business performance and reduced risk should be self evident. |
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Improving End-User Experience with a Holistic Approach to Application Performance Management
Aberdeen surveyed over 100 organizations between December 2009 and February of 2010 to identify the best practices enterprises are using that improve application performance management solutions impact on end-user productivity and the business benefits of a "lifecycle" approach to application performance management. The research results reveal that Best-in-Class enterprises focus on a holistic approach to application performance management reduce the time to identify and resolve critical application performance issues. The research also reveals that increases in speed to identify and resolve problems raises application availability and delivers a clear return-on-investment for application performance management solutions. |
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Monitoring the End-User Experience: Improving Business Performance through Application Management, by Aberdeen Group
Best-in-Class companies are:
- Are twice as likely to improve brand reputation
- 75% more likely to improve employee productivity
- Proactively identify faults 82% of the time
- Experience a 30% decrease in end-user complaints
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Nucleus Research Report: Knoa Software Uncovers SAP Pain Points
A major North American manufacturer used Knoa's Experience and Performance Manager (EPM) application to discover the transactions in SAP where there were excessive performance delays or actual failures. Identifying these transactions allowed the company to take corrective action to improve productivity and help end-user adoption. |
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An Introduction to User Experience and Performance Management
This whitepaper provides an introduction to the topic of user experience and performance management. The whitepaper describes common problems, offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software. |
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Service Level Agreements Are Broken
This whitepaper examines the current state of service level agreements, and the problems inherent in managing them. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software. |
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Targeting Training for Enterprise Application Software
This whitepaper examines the current state of training programs, and the shortcomings that can be cause by poor visibility into application usage. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software. |
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Objective Measurement and New Technology Enables Best Practices to Drive Application Adoption
This whitepaper examines the current state of application adoption and diffrent strategies that can be used to maximize it. The whitepaper offers best practice advice, and explores how these solutions can be achieved with new technology from Knoa Software. |
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Expand IT Service Desk and Functional Support Capacity 20% Overnight: New Best Practices Enhance Operations and Reduce Costs
This whitepaper examines the current state of IT service desk and functional support operations, and the visbility problems which make these jobs harder. The whitepaper offers best practice advice, and explores how these remedies can be achieved with new technology from Knoa Software. |
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Change Management and User Acceptance Testing: New Best Practices Reduce Risk and Enhance Deployment
This whitepaper examines the current state of change management and user acceptance testing, and the visbility problems which are inherent in each process. The whitepaper offers best practice advice, and explores how these remedies can be achieved with new technology from Knoa Software. |
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The 2012 Annual Survey on Service Level Agreements
Knoa Software, Inc. hosted a webinar on September 14, 2012, entitled "Service Level Agreements Are Broken – Best Practices and New Tools Close the Gap Between IT, Vendors and Enterprise Application Users" The webinar covered topical issues about Service Level Agreememt challenges and reviewed the best practices and new technologies which can positively impact business operations during new release deployment.
This webinar also included our annual Service Level Agreement survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with Service Level Agreements, tools, features used, key organizational metrics, diversity of process, and other relevant information. |
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The 2012 Annual Survey on Change Management
Knoa Software, Inc. hosted a webinar on August 24, 2012, entitled "Change Management – Risk Reduction, Best Practices and New Technologies." The webinar covered topical issues about Change Management challenges and reviewed the best practices and new technologies which can positively impact business operations during new release deployment.
This webinar also included our annual Change Management survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with the Change Management process, tools, features used, key organizational metrics, diversity of process, and other relevant information. |
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The 2012 Annual Survey on Application Performance Management
Knoa Software, Inc. hosted a webinar on August 10, 2012, entitled "Thinking of Application Performance Management? Don't Do It. Find Out More." The webinar covered topical issues about APM deployment and presented new technologies that provide much broader potential for return on investment and optimized performance within your enterprise.
This webinar also included our annual APM survey for 2012. This whitepaper includes the results of this survey for 2012. Areas of focus include overall satisfaction with APM tools, features used, performance, diversity of use of APM tools, use cases for APM tools and other relevant information. |
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Enterprise User Experience Management for Life Sciences
This IdealNet report will examine the challenges, reveal the specific points of pain, and share a view for how specific new technologies in application performance management, particularly enterprise-class user experience management, can provide solutions for these challenges. We address both compliance and the optimization of user performance and believe that these technology sets can help deliver strong return on investment on a short-term basis. This is the first study that we are aware of that attempts to segment the user experience management (monitoring) market by specific use case for potential consumers of the technology. |
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A Role-based Strategy for Gaining Value With Knoa EPM
This whitepaper presents a strategy for deploying Knoa EPM across the enterprise. For various business and technical roles it presents concrete recommendations and best practices that show how a single tool can be used by all stakeholders on the app support team to meet individual department goals and simultaneously improve application performance, reduce end user support costs and drive adoption and efficient, effective and compliant use. |
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Best Practices in Application Support
For the first time ever, the application support team can have a comprehensive "fact-based" perspective about the end user's experience with the application. Knoa EPM gives you real metrics for all users, for all transactions, all the time. Plus, Knoa EPM captures a complete record of end user behavior and actions, before, during and after each transaction. This information is available, in real time, to the end user support team.
- Proactively solve problems before the phones start ringing
- Shorten problem resolution times.
- Reduce unnecessary escalations to Level 2 support.
- Eliminate costly on-site visits
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Best Practices in Performance Management for Siebel: Monitor, Measure, and Manage the End User Experience
Enterprises with mission critical Siebel deployments do not have accurate measurements of adoption, efficient use, and effective use of the application by the end users. Without these measurements, companies are unable to identify and resolve critical issues that impact the user's ability to optimize business process execution. The result is significantly reduced ROI, and significantly increased cost of application support.
- How can you tell how if your Siebel solution performs for each person who uses it?
- How can you identify which users have difficulty executing which transactions?
- What does it mean when your end users say the system is "slow"?
- How can you pinpoint the actual issues with the real data you need to take corrective action?
See how Knoa EPM can give you the answers. |
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Best Practices in Performance Management: Monitor, Measure, and Manage the End User Experience
Enterprise applications (like ERP, SCM or CRM) automate complex business processes where high levels of application performance are crucial. Yet many frustrated execs find that despite the small fortune they have spent on products to manage servers, networks and applications, the business constituencies still complain about the performance, usability and availability of the your enterprise applications.
In a recent study by Forrester Consulting, 87% of IT executives agreed that the best way to manage the service of business critical applications is to measure performance at the end-user level.
Knoa EPM captures actual response times, as experienced by the end user for all user, all transactions, all locations, all the time. Knoa goes beyond the response-time dimension to uniquely capture a complete picture of the end user experience including capture of end user behavior that can impact performance. |
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But, I Thought the ERP System Was Going to Help Us With That...
Here's an all-too typical scenario. The management team at a multi-national corporation has made the decision to implement one standardized Enterprise Resource Planning solution across the company. The management team expects to cut costs, bring products to market sooner, better comply with regulations, and improve core end-to-end processes, like the order-to-cash process. For the executive team, the decision to go ahead with the deployment is sound, but something unexpected happens along the way to realizing that ROI. Thirteen months after the "go-live" date, fundamental Key Performance Indicators (KPIs) have not improved as planned. This Executive Brief shows how one company focused on end-user performance to bring their ERP reality back into alignment with their vision. |
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People, Process, and Technology: Raising the Bar on Customer Experience and Operational Excellence
In today's financial institutions, almost every customer-facing process is enabled by IT. Employees' use of these systems has a direct impact on achieving growth and retention goals. This exclusive executive brief, by TowerGroup, explores how the use of non-intrusive monitoring technologies can shed light on the quality of user performance with internal systems and applications. |
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The Key to Better ERP Results? - It's the End-User, Stupid
What do you say when the CEO is asking why your company didn't reduce the "order-to-cash" cycle time by 10 percent, as planned? Even if your company has an effective, integrated ERP system, chances are you won't have a good answer. Because, even the 'best of breed' ERP systems don't give the business stakeholders sufficient visibility into the actual execution necessary to ensure business performance improvements. This Executive Brief details a scenario where a billion-dollar heavy equipment manufacturer who used the end-user performance insight delivered by Knoa EPM to evaluate a shortfall in reaching a corporate performance objective - reducing the order to cash cycle. With Knoa EPM, the company discovered that the OTC process was compromised by ineffective and inefficient transaction execution. |
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The No Drama Upgrade: On-Time, On-Budget, Managed Risk
If your organization is upgrading or planning to upgrade your enterprise software this year, the stakes are high. When you upgrade your enterprise application software, you want to realize expected benefits as quickly as possible and minimize the costs, disruption and risk to the business. In these tough economic times, there is absolutely no room for budget overruns and the potential disruption to business operations that are the ever-present companion risks of a software upgrade. Risk mitigation and management are absolutely mandatory. You need to ensure your end-users can still do their jobs during and after the upgrade. You also need to ensure that critical business tasks and transactions (such as order entry and order management) are properly maintained after the upgrade. End-User Management solutions from Knoa Software can help you realize expected return on investment (ROI) from your upgrade program. |
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End User Experience and Change Management
Jean-Pierre Garbani presented this webinar on User Experience Management/Monitoring (UEM) tools and how they can profoundly and positively impact Change Management and User Acceptance Testing (UAT). J.P. speaks about basic User Experience Management/Monitoring and also touches upon capabilities in areas such as User Performance Monitoring/Management (user error, workflow) which enable use cases such as Change Management.
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Spanish Language Explainer Video
Como gestionar el ciclo de vida de su implementación SAP mediante el conocimiento de la experiencia del usuario. Desde la gestión de infraestructura hasta la gestión de usuario final, SAP UEM provee información detallada de las acciones del usuario en su implementación SAP.
Note: This video is best viewed in HD mode |
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Take the Risk Out of Change Management – New Technologies and Best Practices
During this webinar you will learn more about how to reduce risk within the change management process and speed successful software deployments:
- Understand how utilization audit can optimize engineering investment
- Develop testing scripts based upon actual usage – tools that make this easy
- Accelerate user acceptance testing (UAT) with automatic documentation of application errors
- Identify end-user interface problems and training needs during UAT through automation
- Identify application problems in production in minutes or hours – not days and weeks – after go-live
- Identify any system performance problems immediately after go-live
- Identify application functionality that has not been adopted by the end-users
- Identify which end-user/groups/locations are having usage problems in the days after go-live
- Deploy all of this in your standard analytics dashboard using MicroStrategy® or BusinessObjects™ with 100% automation and visibility across every transaction, every screen, button and more
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Thinking of Application Performance Management Tools? Don't Do It. Find Out More.
PART ONE – THE PRESENTATION
During this webinar you will learn more about the very significant problems with legacy Application Performance Management (Monitoring) tools:
- Thresholds – how do you know where to set them?
- Complexity – why are rocket scientists required?
- Diversity – do you really need 9 different APM tools?
- Throttle settings – make no sense! How do you manage this?
- Measurement metrics – misleading metrics cause SLA contention
- Cloud and on-premise – what do we really need?
- Fit – where do APM tools fit well? Where don't they fit?
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Thinking of Application Performance Management Tools? Don't Do It. Find Out More.
THIS IS PART TWO – THE DEMO
This is the demonstration portion of our webinar, "Thinking of Application Performance Management Tools? Don't Do It. Find Out More." In this demonstration we will present User Experience Management (Monitoring) as a tool which can provide much broader potential for return on investment than conventional APM tools. |
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New Software Technologies That Enhance Compliance and Drive ROI for Life Sciences
This free IdealNet webinar/podcast will overview the previously published report entitled "Enterprise User Experience Management for Life Sciences – New Technologies to Enhance Operations and Strengthen Compliance in Pharmaceutical, Medical Device, Insurance and Patient Care Delivery" available via IdealNet.
Chris Biddle, IdealNet's chief executive officer will overview the challenges, reveal the significant points of pain, and share a view for how specific new technologies in application performance management, particularly enterprise-class user experience management, can provide solutions for these challenges for life sciences companies. Mr. Biddle will address both compliance and the optimization of user performance in this webinar/podcast overview. This is the first study that we are aware of that attempts to segment the user experience management (monitoring) market by specific use case for potential consumers of the technology. |
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