New PagerDuty Operations Cloud capabilities
bridge the gap between customer service and technical teams for
reducing costs and improving customer satisfaction
PagerDuty, Inc. (NYSE:PD), a global leader in digital operations
management, today announced the launch of several new capabilities
across the PagerDuty Operations Cloud℠: Workflow Automation for
Salesforce Service Cloud and Zendesk as well as the release of
Private Status Pages for improved alignment and coordination of
internal stakeholders. With today’s announcement, customer service
teams can potentially reduce the cost associated with using
alternate private status pages by as much as 50%1, drive down mean
time to resolution (MTTR), improve SLAs and provide better customer
experiences with the flexibility and control required to manage
stakeholder communications associated with major incidents. CIOs
can potentially lower the total cost of ownership associated with
incident management practices through an integrated platform to
connect customer service teams, internal stakeholders and
engineers.
“Leading global brands cannot afford the cost and risk
associated with major operational failures that impact their
customers and revenue,” said Jennifer Tejada, Chairperson and CEO
at PagerDuty. “PagerDuty customers continue to choose the
Operations Cloud to protect and grow their digital revenue, reduce
operating expenses and more efficiently ensure positive customer
experiences and trust.”
According to Dimensional Data, 51% of incidents are reported by
customers, putting organizations on reactive footing2, but with
PagerDuty’s customer service solutions, teams are able to detect
and react within a few seconds for incidents surfaced by customers
in customer service solutions like Salesforce, Zendesk and
ServiceNow Customer Service Management. PagerDuty Customer Service
Operations (CSOps) delivers a seamless collaboration experience
between technical and customer service teams to more quickly and
efficiently manage customer issues. By providing better visibility
into IT services and enabling a direct line to the service owner to
communicate customer-reported issues, PagerDuty is helping
customers reduce service interruptions and outages.
PagerDuty Workflow Automation for Salesforce Service Cloud
and Zendesk
PagerDuty is the first incident management provider to trigger
workflow automation capabilities from Salesforce Service Cloud and
Zendesk, unifying customer service teams on the front lines and
technical teams behind the service. Workflow Automation for
Salesforce Service Cloud and Zendesk empower customer support
agents to invoke the right response workflows in the context of the
apps they normally work with, saving overall time spent on the
incident. Specifically, a customer service workflow can be run to
inform and notify customer success managers and customer service
executives to alert them of a major incident at one of the accounts
they manage or oversee, promoting employee engagement and reducing
internal toil. Workflows can also be created via Slack channel or
Zoom meeting to initiate incident management from customer-reported
incidents.
Today, CIOs and Chief Customer Officers (CCOs) are accountable
for customer satisfaction and operationally efficient means to
detect, diagnose and resolve customer-impacting issues. Manual,
fragmented systems to connect customer service teams with product
teams and other stakeholders add duplicative costs and internal
confusion over customer-impacting incidents. PagerDuty’s integrated
Workflow Automation and Private Status Pages reduce coordination
overhead with a unified platform that empowers customer service
agents, improves visibility, and accelerates resolutions with less
total cost of ownership than manual, fragmented and disparate point
solutions.
PagerDuty Private Status Pages
With Private Status Pages, a complement to the company’s
previously launched Public Status Pages, PagerDuty is one of the
only providers to offer one centralized platform to easily manage
communications with both internal and external stakeholders during
large-scale incidents. Updates can be automated or delivered from a
“human-in-the-loop” approach, giving all relevant stakeholders a
single source of truth. The addition of Private Status Pages to the
suite of capabilities within CSOps means companies can consolidate
point solutions and save money by using PagerDuty’s unified
platform for their incident response and management communications
processes. The automation and generative AI-enabled updates
PagerDuty offers within the platform further reduce the flood of
support tickets, standardize incident response processes, resolve
customer issues more quickly, and provide customers with additional
clarity and real-time transparency.
“Today, customers expect great digital experiences at every
stage, whether it is a transaction online, an interaction with a
customer services team, or via every generative AI response,” said
Sean Scott, Chief Product Development Officer at PagerDuty.
“PagerDuty continues to reaffirm our mission by expanding the power
of the PagerDuty Operations Cloud, which empowers customers to grow
and protect revenue while improving their customers’ success.”
Additional information:
- To learn more about PagerDuty’s CSOps offering, visit booth
#626 at Dreamforce or
www.pagerduty.com/platform/business-ops/customer-service-operations/.
- PagerDuty and Salesforce
- PagerDuty and Zendesk
- PagerDuty Customer Service Operations Demos
About PagerDuty Inc.
PagerDuty, Inc. (NYSE:PD) is a global leader in digital
operations management. The PagerDuty Operations Cloud
revolutionizes how critical work gets done, and powers the agility
that drives digital transformation. Customers rely on the PagerDuty
Operations Cloud to compress costs, accelerate productivity, win
revenue, sustain seamless digital experiences, and earn customer
trust. More than half of the Fortune 500 and more than two thirds
of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive,
DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more. To
learn more and try PagerDuty for free, visit www.pagerduty.com.
Follow our blog and connect with us on LinkedIn, X, YouTube and
Facebook. We’re also hiring, visit
https://www.careers.pagerduty.com/ to learn more.
The PagerDuty Operations Cloud
The PagerDuty Operations Cloud is the platform for
mission-critical, time-critical operations work in the modern
enterprise. Through the power of AI and automation, it detects and
diagnoses disruptive events, mobilizes the right team members to
respond, and streamlines infrastructure and workflows across your
digital operations. The Operations Cloud is essential
infrastructure for revolutionizing digital operations to compete
and win as a modern digital business.
Forward-Looking Statements
This press release contains forward-looking statements,
including statements regarding the expected availability of new
functionality, including any anticipated benefits, results and
future opportunities related thereto. These forward-looking
statements are not guarantees of future performance and involve
significant risks, uncertainties and other factors that may cause
our actual results, performance or achievements to be materially
different from results, performance or achievements expressed or
implied by the forward-looking statements contained in this
release. For a complete list and description of such risks and
uncertainties, see the company’s Annual Report on Form 10-K, filed
with the U.S. Securities and Exchange Commission (“SEC” on March
16, 2023), in particular in the section entitled Risk Factors, and
in PagerDuty’s other filings with the SEC.
_____________________________________ 1PagerDuty internal
calculation based on product metrics. 2The Dimensional Data,
Unplanned Work: The Human Impact of an Always-On World. Published
July 2019
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version on businesswire.com: https://www.businesswire.com/news/home/20230912203954/en/
Media Contact: Claude Shy media@pagerduty.com
Investor Relations Contact: Tony Righetti
investor@pagerduty.com
SOURCE PagerDuty
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