Beyond Ticketing: Proactive Problem-Solving for a Frictionless Journey

Ruben, at Cegeka, we refer to Horizon as the digital
extension of “In Close Cooperation.” Why?

The way we develop Horizon reflects our commitment to staying as close to the customer as possible. It’s all about being in step with the times and in sync with what customers want.

In 2023, we revamped the mobile app, giving CxOs the flexibility to monitor their security posture and IT operations on the go. We’ve also expanded communication options to include chat and 24/7 self-service through our digital assistant.

This assistant ‘on steroids’ is engineered to address problems as smoothly and swiftly as possible. We’re
currently integrating AI capabilities into it. This means our service desk experts can focus on solving the more complex inquiries that the AI might miss or can’t handle.

And by the time they step in, the AI component will have already gathered significant context to help speed up resolution. 

“Our aim is to transition from mere ‘issue monitoring’ to predicting and preventing incidents and events across all operational domains.”

What was a standout achievement in 2023, apart from the mobile app and digital assistant?

A major milestone was the rollout of the Security Observability Dashboard in Horizon. We’re excited about this, as are our customers! They tell us it’s unique in the market: providing both high-level and incredibly detailed visibility into their security posture across multiple platforms and dozens of security solutions. This
comprehensive view not only improves overall security awareness but also simplifies compliance efforts.

What else can we expect in 2024?  

We’re further enhancing the Security Observability Dashboard, with services tailored towards CISO (Chief
Information Security Officer) Office-as-a-Service. We’re adding AI functionalities to our digital assistant, starting with our digital workplace offerings, to enhance its contextual understanding and resolution speed.

I’m also excited to introduce ESG integration this year, allowing customers to track their CO2 footprint and
demonstrate their commitment to environmental responsibility. This aligns with our dedication to supporting our customers’ compliance efforts across all aspects of their business.

"I’m excited to introduce ESG integration this year, allowing customers to track their CO2 footprint."

Horizon follows a philosophy of ticket avoidance. Can you explain?  

Our primary aim is to transition from mere ‘issue monitoring’ to predicting and preventing incidents and events across all operational domains, not just cybersecurity. AI is indispensable for this switch. Our goal is to pre-empt issues before they escalate into tickets needing resolution. This represents a fundamental shift in our approach – from reactive to proactive – which aligns perfectly with our collaborative work ethic.