Bold360 Suites Optimizes Workflows for Behind-the-Scenes Customer Support Teams

Today, LogMeIn announced enhancements to its AI-powered Bold360 suite that make it easier for supervisors, content managers, and other critical behind-the-scenes customer service teams to work smarter, faster, and improve overall performance. From aggregating valuable information to more advanced agent monitoring, these latest features drive operational efficiencies and empower support teams to deliver a better customer experience.

“Changing customer expectations are shifting the dynamic of customer service teams across the board. In particular, a supervisor’s role is evolving from task master and policy enforcer to coach and strategic decision-maker,” said Ryan Lester, Senior Director of Customer Experience Technologies at LogMeIn. “With these latest updates, Bold360 supports the demands of their evolving roles and ensures they spend less time navigating systems and more time guiding their agents to better serve customers.”

Building upon the momentum of previous Bold360 releases, these latest improvements offer:

Best-in-Class Knowledge Management Tools: This iteration of the Bold360’s Search Optimizer makes it easier than ever for knowledge and content managers to identify gaps and quickly address them, all within a single interface. New functionality includes:

* Robust search and filter on customer intents, building on Bold360’s industry-leading Voices Dashboard
* Task-driven interface to manage unanswered, answered, channeled, and muted intents
* Ability to create articles for unresolved intents directly in the Search Optimizer
* Add additional phrasings to an article directly from an unresolved intent

Robust Engagement Monitoring: The updated Monitor View arms supervisors with faster access to information they need to act on. With one click, supervisors can see the full content of live chats, chatbot engagements, emails, SMS texts, and messaging channels like Facebook Messenger, allowing them to keep a more detailed watch on engagements and quickly address issues as they arise.

Better Workload Organization: A new chat flagging feature makes it easier for agents to mark an engagement and come back to it later if they need to follow up with a customer or request supervisor review. Additionally, the Monitor View for supervisors can be filtered by agent flags so that supervisors can easily keep tabs on open engagements.

ISO 27001 Certification and New Security Controls: Bold360 has met the ISO 27001 Certification requirements for managing sensitive company information so that it remains secure. Additionally, Bold360 now offers IP Whitelisting for Agent Logins, which gives administrators the ability to restrict which networks agents can log into from the Bold360 Web Workspace. Whitelisting gives administrators peace of mind that their support environment is secure without the burden of manually monitoring logins. 

Pawan Munjal Inducted into Asia Pacific Golf Hall of Fame

Dr. Pawan Munjal, the Chairman, Managing Director and CEO of Hero MotoCorp – the world’s largest manufacturer of motorcycles and scooters - will be inducted into the 2019 Asia Pacific Golf Hall Of Fame.

Dr. Munjal joins legendary golfers such as Jack Nicklaus, Gary Player and other leading golf personalities, such as Dr. David Chu, the founder of Mission Hills, the world’s largest golf resort.

Dr. Munjal co-hosts the ‘Hero World Challenge’, at Albany in the Bahamas, a PGA sanctioned Tiger Woods invitational event – one of the most high-profile golf tournaments in the world. He also hosts the ‘Hero Challenge’ – the innovative one-hole knockout contest played under lights, at three prominent European Tour events.

Hero MotoCorp has been the title sponsor of Hero Indian Open for men, co-sanctioned by the Asian Tour and European Tour, since 2006 and the Hero Women’s Indian Open, which is a part of the Ladies European Tour, since 2010. Hero MotoCorp also sponsors India’s domestic Pro Tour for women.

Dr. Munjal is being inducted to the Hall of Fame for his unparallelled support and ongoing commitment to golf in India and around the world since more than two decades. His personal commitment to golf has seen Hero MotoCorp being a partner of all three prominent tours – The PGA Tour, The European Tour and the Asian Tour.

Announcing this Mike Sebastian, CEO of the Asia Pacific Golf Group, the owner of the Asian Golf Hall of Fame, said “It is really an honour to be able to recognise Dr. Pawan Munjal and to bring him into the elite fold of some of the greatest names in golf. Besides his wonderful support of golf, the induction of Dr. Munjal serves as a recognition of his invaluable contributions to nation-building and his strong commitment towards socio-economic development of India and in many other parts of the world.”

His induction into the Asia Pacific Golf Hall of Fame will be permanently installed at the Dr. David Chu Golf Museum at Shenzhen in China, the new home of the Hall of Fame.

The induction ceremony will be held on November 6th at the 2019 Asian Golf Awards Gala Banquet, to be held at the multi-award winning DLF Golf & Country Club in Gurugram, India.

Dr. Munjal has also always been a keen supporter and promoter of golfers around the world. Top Indian golfers such as Anirban Lahiri, Shiv Kapur and Sharmila Nicollette are supported by Dr. Munjal and have been brand ambassadors of Hero MotoCorp. Legendary golfer and 16-time major winner Tiger Woods is the Global Corporate Partner of Hero MotoCorp.

In addition to Golf, Dr. Munjal has also been one of the biggest promoters of football, field hockey and cricket in India and around the globe.

Dr. Munjal is one of India’s foremost corporate leaders, championing growth, socio-economic progress and technological innovation. Under his leadership, Hero achieved the coveted title of World’s No. 1 two-wheeler company (in terms of volume sales by a single company in a calendar year) in 2001 and has successfully retained this position till date, for 18 consecutive years now.

Hero MotoCorp commands well over 50% share in the domestic motorcycle market in India and has sold over 90 million motorcycles and scooters in cumulative sales so far.

Dr. Munjal has led Hero MotoCorp in its rapid growth as a truly multinational company with its global footprint spanning across 37 countries in Asia, Africa and South and Central America. The Hero family of people comprise a cross section of nationalities from different countries, including India, Germany, France, UK, Japan, Italy, Austria, Colombia, Bangladesh and the United States of America.

In keeping with Dr. Munjal’s vision of making Hero MotoCorp a technology powerhouse, the Company has set up a world class, state-of-the-art research, design and development centre called the Hero Centre of Innovation and Technology (CIT) at Jaipur in the northern Indian state of Rajasthan. More than 600 engineers from around the world are engaged in designing and developing mobility solutions for customers in markets across the globe.

Siemon Strengthens its Operations Across Indian Market

Siemon India, an arm of The Siemon Company, a US headquartered leading global network infrastructure specialist, opened a new warehouse facility at Chennai today. Siemon offers high quality, high-performance IT infrastructure solutions and services for Data Centers, LANs and Intelligent Buildings in India.

Speaking on the occasion Mr. Prem Rodrigues Director of Sales & Marketing for India, Middle East & SAARC told that “This facility will help Siemon to cut down on delivery time and offer better service to our End users and Channel partners. We continue to follow our global standards of operation and aim to give best of customer experience”.

Siemon India has its Head Office at Hyderabad, where it has also established its Center of Excellence team to provide Datacenter design services, warranty and IT solutions to its global operations. Siemon has a robust team of Customer service representatives, Logistics team, demand analyst and Business analyst to manage the entire pre and post-sales support service. This facility also takes care of its marketing and other back end operations for India & SAARC region.

Siemon said in a statement here that it considers India a strategically important market and is committed to investing in its capabilities to better serve both customers and partners. Siemon is developing its relationships with Complementary manufacturers to provide value added solutions to its clients in Datacenter & Intelligent/Smart Buildings space and is also increasing its robust strength of System integrators and Certified Installers who can give pan India service.

“The company grew its tremendous presence in last couple of years and will ensure that world class IT infrastructure products are made available to Indian market. We foresee strong demand for our products & solutions and will continue to invest in this region with an aim to increase our market share” added Mr. Prem Rodrigues.

Microsoft's September 2019 Patch Tuesday: Tenable Roundup

Microsoft's September 2019 Patch Tuesday release contains updates for 79 CVEs, 17 of which are rated critical. In the wake of BlueKeep in May, and the four additional CVEs for Remote Desktop Services in August (DejaBlue), Microsoft has addressed four new CVEs for Remote Desktop Client. Additionally, Microsoft patched two elevation of privilege bugs which have been exploited in the wild this month. Click here to read the complete breakdown of the most important CVEs from this month's release.

Satnam Narang, Senior Research Engineer at Tenable said, "This month's Patch Tuesday release contains updates for nearly 80 CVEs, including four critical vulnerabilities in the Remote Desktop Client, and two Elevation of Privilege vulnerabilities exploited in the wild as zero-days.

Since Microsoft warned about BlueKeep (CVE-2019-0708) in May, Microsoft's Platform Security Assurance & Vulnerability Research team identified additional vulnerabilities in Remote Desktop, patching four critical flaws in August in Remote Desktop Services, dubbed "DejaBlue." This month, Microsoft's internal research teams identified four new critical vulnerabilities in Remote Desktop Client (CVE-2019-1290, CVE-2019-1291, CVE-2019-0787, CVE-2019-0788). Unlike BlueKeep and DejaBlue, where attackers target vulnerable Remote Desktop servers, these vulnerabilities require an attacker to convince a user to connect to a malicious Remote Desktop server. Attackers could also compromise vulnerable servers and host malicious code on them and wait for users to connect to them.

Microsoft also patched two vulnerabilities that were exploited in the wild as zero-days. CVE-2019-1214 is an elevation of privilege vulnerability in the Windows Common Log File System (CLFS) Driver, while CVE-2019-1215 is an elevation of privilege vulnerability in the Winsock IFS Driver (ws2ifsl.sys). Both flaws exist due to improper handling of objects in memory by the respective drivers. Elevation of Privilege vulnerabilities are utilized by attackers post-compromise, once they've managed to gain access to a system in order to execute code on their target systems with elevated privileges."

India’s First Senior Living Community ‘The Virtuoso Club and Serviced Residences’ Unveiled in Bengaluru By Columbia Pacific Communities

Columbia Pacific Communities, part of Seattle-based Columbia Pacific Management, today announced the launch of a new signature project in India. Columbia Pacific Management, brings together over 40 years of rich experience in senior housing design, development and management in the U.S., Europe and Asia.  Integrating global best practices in senior living design and management, The Virtuoso Club and Serviced Residences is a first of its kind offering in India. 

The 157 apartments and public spaces are designed to international standards and offer world-class amenities and facilities such as 24x7 healthcare, a club with a swimming pool, and home style food, making sure that a resident’s every need is taken care of. 

Commenting on the launch of the first property in India, Mohit Nirula, CEO, Columbia Pacific Communities, says, “We are pleased to announce the launch of our 10th senior living community in the country – The Virtuoso Club and Serviced Residences in Bangalore.  A lot of thought and Columbia Pacific Management’s four decades of experience in senior living of have gone into making India's first senior living community designed to international standards. 

Residents of The Virtuoso Club and Serviced Residences will be able to leave their daily chores to us and use their time instead to embrace life, pursue passions and give back to society in more ways than ever before.

Commenting on the India launch for the group, Carsten Belanich, Lead - International Senior Housing Funds, says,

“The senior population in India is expected to touch 173 million by 2026. There is an increasing need for a wholesome support system that takes care of physical, emotional and mental wellbeing of seniors. Drawing on our group’s deep expertise in developing senior housing across U.S., Europe and Asia, we are confident that Columbia Pacific Communities will positively shape the senior living category in India.” 

 Columbia Pacific Communities has associated with veteran actor Zeenat Aman, for the launch of its first signature property.

Speaking about her association with the launch of Columbia Pacific Communities’ new project, veteran actor Zeenat Aman, says, “Columbia Pacific Communities’ brand ethos of positive ageing resonates deeply with my personal philosophy of ageing gracefully. At 65, I am loving life like never before, and believe that age is just a number. Your advanced years can be very productive if you are in the right environment. I travel frequently, act in movies and theatre, spend time with my pets, enjoy gardening, meet my friends and do everything that brings me joy. This is doubtlessly the best phase of my life. With a burgeoning senior population in India, there’s an increasing demand for a wholesome lifestyle solution for seniors. With their rich legacy of building homes for seniors across the globe, I am confident that Columbia Pacific Communities is poised to set new benchmarks for senior living in India.”

With 40 years of rich global expertise in senior living, the company aims to reimagine senior living and senior care in India.  

Design Dekko by Godrej debuts in India’s Garden City, Bengaluru

After the success of its first edition in Pune, ‘Connections by Design Dekko’, a unique platform initiated by Godrej witnessed the best of the design fraternity get together to share ideas on sustainable designs that will shape future ready living spaces in Bengaluru. The event was hosted at Godrej Lake Gardens, Sarjapur Road.

As part of its third edition, Connections by Design Dekko, Bengaluru brought together a mix of workshops, conversations and experience zones. Leading architects, interior designers, celebrities, home décor enthusiasts and students participated in this specially curated one-day event.

Popular TV host, author and chef Maria Goretti inspired the audience with interesting and personal anecdotes on how one can ‘Make Space for Passion’ with the help of interactive and sustainable home spaces. She spoke about how she engages with her family and friends while pursuing her passion for cooking; especially her favorite East Indian recipes from her kitchen.

This was followed by an evening that celebrated the minds who make sustainable spaces. Leading architect Dimple Mittal of Maya Praxis in conversation with Uday Bhasker, Business Head – South, Godrej Properties shared her experience on thinking radically for transforming spaces. Renowned fashion designer, Sounak Sen Barat of House of Three  spoke on Sustainability at Scale. What brought a very interesting twist to the evening was the presentation by two 15 year old water conservationists, Param Nayar and Ashwin Raghavan, who inspired the AID community with a thought-provoking session on water conservation.

Commenting on the initiative, Sujit Patil, Vice President & Head Corporate Brand and Communications, Godrej Group, said, “Godrej Group has always been at the forefront of creating platforms that foster engagement and collaboration. We are overwhelmed with the response received for our third pop-up event ‘Connections’ by Design Dekko in Bangalore. Design Dekko, today, is a preferred platform not just for established design professionals but also students across the nation. We have recently launched a nationwide school connect program preparing our future generation of architects to take on the role of securing and driving sustainable spaces in India”.

Connections by Design Dekko’s Bangalore edition was supported by Locator, India Circus, Godrej Interio, Godrej Security Solutions, Godrej Locks & Architechtural Fittings and Systems, and Godrej Properties. The ‘break in challenge’and experience zone by Godrej Security Solutions encouraged participants to attempt breaking open a home locker and win exciting prizes. Godrej Locks & Architectural Fittings and Systems showcased their new and innovative digital locks range. Godrej Properties offered homeowners a free consultation from leading architects. At the U&Us zone, homeowners received a free consultation from interior designers.

Deloitte Marks its 10th Consecutive Year of Growth; Record Revenue of US$46.2 Billion

Key highlights:

All Deloitte businesses, regions, and industries experienced continued growth in fiscal year 2019
The number of Deloitte professionals grew 9 percent to more than 312,000
Deloitte continues to advance its commitment to making a positive societal impact by preparing its people, clients, and communities to meet the evolving demands of the Fourth Industrial Revolution

Deloitte has reported aggregate member firm revenue of US$46.2 billion for the fiscal year ending 31 May 2019 (FY2019). This is a 9.4 percent revenue increase in local currency and a US$3 billion increase over last year.

“At the core of Deloitte’s culture and business model is the fundamental belief that we exist to make a positive impact for clients, our people, and the communities in which we live and work. Our performance in FY2019 is evidence that a purpose-led approach works,” says Punit Renjen, Deloitte Global CEO. “Disruption and transformation are shaping business and society today, imposing new and urgent responsibilities on business leaders. Deloitte is meeting the challenges by building an equitable and sustainable business for the long term and holding itself accountable for the triple-bottom line of people, profit, and planet.”

People – Diversity and inclusion power the workforce of the future

Deloitte believes that its workforce must reflect the world around it if it is to succeed in solving its clients’ toughest challenges.

This year, Deloitte launched an initiative to globally coordinate its diversity and inclusion efforts. This is part of Deloitte’s long-standing commitment to talent development and building a workforce with the skills to solve the business and societal challenges of the Fourth Industrial Revolution. The key focus of the initiative is an effort to attract, retain, and increase the representation of women and minorities at all levels within Deloitte.

“While we are proud of our progress, we know we have more work to do to enable the next generation of leaders to reach their full potential. We are making conscious efforts to take steps to increase the number of women and underrepresented minorities in our leadership ranks throughout the organization, while recognizing that diversity and inclusion efforts are most successful when supported by the right environment, culture, and policies,” says Michele Parmelee, Deloitte Global Chief People and Purpose Officer. “Our strategy includes using data analytics to inform actions, modifying talent processes, setting global standards, and providing our people with more development, sponsorship, and leadership opportunities.”

In FY2019, Deloitte increased its workforce to approximately 312,000 professionals, a 9 percent increase. Growth occurred across all regions, with more than 90,000 professionals hired.

As Deloitte’s workforce continues to grow and as transformative technologies─such as digital, cloud, analytics, and artificial intelligence (AI)─become increasingly pervasive, Deloitte is focused on equipping its people with new capabilities that will enable them to be more tech savvy and future-ready. This, in turn, will allow Deloitte to help clients capitalize on these revolutionary innovations.

Deloitte combines common curricula, technology, and innovative learning facilities, such as Deloitte University (DU), to provide its people with consistent leadership, industry, and technical capabilities. Deloitte’s significant long-term investment in the Deloitte University system enables its people to advance their careers and participate in leadership-development programs in a world-class learning environment. In FY2019, nearly 133,000 Deloitte people around the world experienced DU. Additionally, a new personalized digital experience, powered by AI and machine learning, will provide Deloitte professionals with learning recommendations and access to the latest knowledge and skills-based learning they need, when and where they need it.

In addition to preparing its people and clients with the skills required for the jobs of the future, Deloitte is committed to helping millions of people around the world find meaningful work in the new economy. By 2030, Deloitte’s global societal impact initiative, WorldClass, aims to empower 50 million people by improving education outcomes, developing job skills, and providing access to opportunities. Since launching two years ago, WorldClass has reached 5.3 million people. This year, WorldClass continued to expand, reaching 3.8 million people and launching new programs in India, China, and South Africa.

In alignment with Deloitte’s global diversity and inclusion initiative, WorldClass includes a focus on identifying community opportunities and stakeholders who can raise the aspirations, confidence, and engagement of girls and young women, thereby preparing them for jobs, entrepreneurial endeavors, and the Fourth Industrial Revolution. For example, WorldClass in India is focused on accelerating high-impact solutions and promoting cross-sector collaboration with businesses, government, and nonprofits in order to help 10 million girls and women be better prepared for the future of work.

Profit – Record revenue marks 10th consecutive year of growth

Deloitte’s strategy and multidisciplinary business model continued to drive success globally in FY2019. All five business areas—Audit & Assurance, Consulting, Financial Advisory, Risk Advisory, and Tax & Legal—grew during this time.

All six industries also contributed to Deloitte’s growth in FY2019. Growth among the industries was led by Energy, Resources & Industrials, which grew at 20.4 percent, followed by Life Sciences & Health Care at 12.4 percent, Technology, Media & Telecommunications at 10.3 percent, Consumer at 8.5 percent, Financial Services at 5.9 percent, and Government & Public Services at 2.9 percent. Financial Services was the top contributor with US$12.4 billion in aggregate global revenue for FY2019.

Among the regions, revenue in Asia Pacific grew fastest with a local currency growth of 11.6 percent, followed by the Americas at 10.4 percent, and Europe, the Middle East, and Africa (EMEA) at 7.9 percent.

“Our FY2019 results are a validation of Deloitte’s strategy to deliver high-quality, globally consistent service to our clients while continuing to serve the public interest and working to restore trust in capital markets. We evolved and innovated our offerings to address current and emerging client needs, and we increased our investments in learning and development to build a workforce with deep knowledge, capabilities, and leading-edge insights,” says Renjen.

Key growth drivers for Deloitte’s businesses in FY2019 included:

Audit & Assurance revenue experienced aggregate growth at 3.0 percent. Ongoing investments in audit quality, transformation, innovation, and technology demonstrates Deloitte’s commitment to restoring trust in the capital markets and serving the public interest, with audit quality being Deloitte’s top priority. Deloitte’s innovation and technology investments are anchored by its next-generation, cloud-based audit platform, Omnia. The platform enables the audit of the future, incorporating everything from data analytics to engagement project management and audit applications. Deloitte’s market-leading portfolio of audit innovation tools also includes Cortex, an analytics platform which was recognized as the “Audit Innovation of the Year” in October 2018. Deloitte’s Assurance services business continues to grow at a rapid pace, delivering confidence and additional value across a broad range of service offerings, with revenue totaling US$1 billion for FY2019 and strong continued growth expected.

Consulting revenue grew the fastest globally, at 15.2 percent, by helping leading organizations imagine, deliver, and run the future of their businesses in an era of unprecedented change. Deloitte was ranked number one in worldwide consulting for its market share in April 2019, based on revenue from 2018. Growth and market share increased across the board in mature and emerging markets, with the highest growth occurring in Asia Pacific, as Deloitte helped clients execute their digitally enabled business transformations. This growth was fueled by sustained and successful orchestration of assets and ecosystems across digital, cloud, cognitive and AI, and internet of things (IoT) in collaboration with key alliance partners, such as Adobe, Alibaba Cloud, Amazon Web Services (AWS), Google Cloud, IBM, Informatica, Salesforce, SAP, ServiceNow, and Workday. Areas of hypergrowth included the Consumer industry and Energy, Resources & Industrials industry verticals, and solutions to signature issues clients face in areas like the future of work, smart cities, and the future of health.

Tax & Legal saw the second-highest revenue growth globally among Deloitte businesses at 8.5 percent, driven by client demand for globally integrated, digitally enhanced services to provide them with confidence in a rapidly changing and complex environment. Radical and emerging global tax reforms (including the digitization of reporting, an evolving policy landscape, and increasing transparency expectations for multinational businesses) and demand for integrated legal services underpin this growth. In addition, the ongoing development of key strategic alliances, including with Berry Appleman & Leiden LLP in immigration law and Epstein Becker & Green, P.C. in employment law, are laying the foundation for global leadership in end-to-end global mobility and workforce-management services.

Risk Advisory grew at an aggregate 8.4 percent with double-digit growth in its Cyber Risk and Financial Risk offerings. Gartner ranked Deloitte #1 in Security Consulting Services for its market share in July 2019, based on revenue from 2018. Deloitte is globally recognized as a leader in cyber strategy consulting and Fusion Managed Services (FMS). Risk Advisory delivered innovative, digitized, tech-enabled solutions, driving growth, efficiency, and modernization for clients. Strong results for Government & Public Services, Life Sciences & Health Care, and Energy, Resources & Industrials clients led the way from an industry perspective. Risk Advisory focused on helping clients transform the way they strategically approach risk in what is an ever-evolving and complex environment.

Financial Advisory grew 8.1 percent globally, delivering impact for clients and society through Mergers, Acquisitions, Divestitures, and Forensic services. Growth was fueled by serving as a trusted advisor on many of the world’s most iconic M&A transactions for corporations, private equity, and sovereign wealth funds. Deloitte’s market-leading Forensic practices prevented and remediated complex disputes, investigations, and crises and addressed the global impact of financial crime through innovative technology and digital solutions.

“In today’s hyperconnected world, the best solutions to address client challenges are developed by ecosystems of problem solvers. Deloitte’s success is driven, in part, by our alliance relationships with many of the world’s most powerful and innovative companies that help our clients solve their most complex problems, shape new markets, and create sustainable value,” added Renjen.

Planet – Shaping our future through environmental sustainability

Deloitte believes business has a critical responsibility to help mitigate the impacts of climate change.

Deloitte has committed to the global reduction of carbon emissions as part of its ongoing and increasing efforts to preserve the planet and natural resources for future generations. Deloitte strives to lower its carbon emissions in line with the Paris Agreement and has set specific reduction goals for its buildings, fleet, and business travel by FY2025 from its FY2017 levels. The building and fleet goals were formulated in line with methodologies put forth by the Science-Based Targets Initiative aimed at limiting emissions in accordance with the Paris Climate Agreement.

Deloitte’s greenhouse gas emissions goals cover the entire global organization and address its major sources of emissions. The goals include a 36 percent per unit of area reduction in building emissions, 11 percent reduction in fleet emissions, and 10 percent per FTE reduction in travel emissions. And furthering Deloitte’s commitment to sustainability, emissions arising from Deloitte air travel during FY2019 are being offset through the purchase of carbon credits.

To learn more about Deloitte’s societal impact and FY2019 performance, please read Deloitte’s 2019 Global Impact Report.

About the Deloitte societal-impact commitment

Addressing the complex challenges society faces today has become a mandate for business, and one that requires a new mindset for action.

Deloitte is taking action through WorldClass, a societal-impact initiative to empower 50 million futures by 2030. Our ambition is to create pathways for people to fulfill their aspirations and find meaningful work in the new economy. Deloitte is also empowering women around the globe, promoting environmental sustainability, investing in new insights and methodologies, and serving clients to fulfill their purpose.