CC-01 | Tour of the Deltek Support Center and Upcoming Changes

Julie Pearson, Deltek

Proactive Service in the Deltek Support Center

A Shared Vision of Proactive Support

Overview1. Through the Years

2. Where are we now?

3. The Future

4. Putting it Together

5. Questions

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Through the Years

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Pre-2008

2011 - 2017

2009 - 2010

Where Are We Now?

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6

The Options are Endless

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“The future depends on what we do in the present.”

Mahatma Gandhi

Artificial Intelligent Search

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Stage 2

Filtered search mechanisms

Stage 4

Artificial Intelligence and Machine Learning

Stage 6

Fully Automated, Predictive Learning, Customized

Data Integrations, Smart Workflows, and RPA

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Data Integrations

Smart Workflows

Robotic Process

Automation

Rapid

Consistent

Predictable

User Experience

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Modern Conventions, Usability, Simplicity

Device Responsiveness

Accessibility to All Users

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The Customer Journey

Search Knowledge

Base

Instant Message

Search Knowledge

Base

Open Case

Phone Call

Resolution

Retrospect

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“He who conquers himself is the mightiest warrior.”

Confucius

Putting it All Together

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Automatic relevance tuning, natural language processing,

custom artificial intelligence searching models, search

prediction, data integrations, smart workflows, robotic

process automation, user experience usability, simplicity,

accessibility, customer journey, retrospect, tool evaluation,

plus much more to come…

Questions and Feedback

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JuliePearson@deltek.com MattFord@deltek.com MattCass@Deltek.com

If you have questions, thoughts on new ideas, or feedback on

the support center please contact us