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Hosted VoIP Phone Systems: Buyer's Guide for the SMB
10/21/2014 3:52:25 PM
For small business owners, making the right decisions when selecting telephone solutions and providers is a critical step to success. Fortunately, the cloud hosted VoIP opens up a whole new world of cost-effective options to support business growth. This buyer's guide will provide you with the ins and outs of Hosted VoIP solutions.

The Adoption Curve: Top-10 Characteristics of Pervasive Adoption of Audio / Video Conferencing & Collaboration
10/14/2014 10:27:49 AM
Audio Conferencing, Video Conferencing, and Collaboration are three real-time communication technologies that have the power to transform a business and deliver enhanced outcomes – IF the business truly adopts the new capabilities they provide.

Audio Conferencing, the eldest of these technologies, brings people together in a personal way with voice. Video Conferencing is about delivering a richer communication experience by enabling participants to see each other and interact visually. Collaboration is about providing teams with a working environment that’s rich in supporting information – including documentation, spreadsheets, desktop applications, web-based resources, and sometimes integrated voice and video.

These are all powerful capabilities – but if adoption fails to take place, even the best audio / video conferencing and collaboration products will fail to deliver a return on investment.

This white paper examines ten characteristics held in common by companies where usage of these solutions has become pervasive, outlining the Adoption Curve that describes the most common path to success with new real-time communication technologies.

The Journey to Workforce Optimization (WFO)
10/14/2014 10:25:38 AM
What factors determine whether a contact-center interaction produces a positive outcome? Often it’s the agent that makes the difference, but this doesn't tell the whole story. How was the "right agent" trained? Why was the call routed to that employee? What business systems supported the interaction?

To ensure the quality of every customer interaction, contact-center managers need a business system – a repeatable approach. Workforce Optimization (WFO) is a management practice designed to improve outcomes in contact-center and back-office communication environments. WFO solutions incorporate some combination of call recording, quality assurance, workforce management, e-learning and analytics.

This white paper illustrates the power of WFO capabilities, and the importance of effective roadmap planning and developing a realistic path for getting there.

Getting started with Microsoft Lync
10/14/2014 10:23:50 AM
Companies contemplating a Microsoft Lync implementation need good advice - strategic guidance on how the extensive suite of Lync capabilities can support their unique business model and needs. Lync can provide a very broad range of capabilities, from simple IM and presence to full-blown audio and video conferencing capabilities, web conferencing and more. But taking advantage of the advanced capabilities of Lync requires far more planning than simply switching them on. Like many business decisions facing IT professionals, it's an in-house or out-source, "buy or build" choice: recruit and train employees to bring this specialty on staff, or partner with some combination of vendors, service providers, and system integrators.

This white paper provides recommended steps to a successful Lync implementation — planning ahead, use cases, licensing, training and network readiness.

How Mobile is Transforming Enterprise Customer Experience
9/22/2014 4:08:03 PM
How Mobile is Transforming Enterprise Customer Experience Every day more and more business processes are being transformed by mobile. Customers today demand smooth and efficient experiences throughout the whole customer lifecycle-from the moment they start to look for a product or service to the moment they decide whether to replace it or upgrade. In this paper we describe a more holistic view of customer service, provide real examples of how OpenMarketTM customers have re-engineered specific touch points for mobile engagement, and recommend practical steps for designing new and differentiating experiences that will attract and retain customers.

How CIOs Can Guide the Enterprise to Mobile Success
9/22/2014 4:06:00 PM
How CIOs Can Guide the Enterprise to Mobile Success Consumerization. SaaS. Cloud. BYOD. Mobility. Just five years ago these words would not have described the focus of IT and security professionals. Yet today, CIOs are reckoning with all of these forces, joining executives from across the organization to redefine business processes and innovate new ways of working. In this paper we look at the new, front-line role of IT and security teams, specifically within enterprises using mobile messaging technologies.

Empower Your Agents to Engage your Customers
9/10/2014 3:23:15 PM
The backbone of customer service has always been agent and the contact center. Customer service reps need greater collaboration across departments, better product or service knowledge accessibility, and new methods to deliver an excellent customer experience.
Download the guide to learn how to drive growth and profitability in the contact center by empowering your agents with:
• The right technology and processes
• The right knowledge
• The right level of motivation

Delivering a Frictionless Customer Experience with Service Cloud
9/10/2014 3:22:46 PM
Customers today expect a frictionless and fast experience with your brand. Customer service is playing a pivotal role to help lead this business transformation, enabling all employees to respond to customer expectations.

However, many companies are still struggling to deliver this integrated service experience. In this white paper, learn how’s Service Cloud is leading the shift towards frictionless customer service experience for agents and customers alike. We will take a deep-dive into key features of Service Cloud, including:
• Agent Console
• Reporting & Dashboards
• Queue Support
• Salesforce Communities
• Knowledge

Neustar Delivers with Information, Analytics
9/5/2014 10:22:47 AM
Neustar is a trusted provider of authoritative data – offering a wide array of information and analytics solutions that enable CIOs and marketing staff to leverage both internal and external data to better understand their customers, make business decisions based on more accurate and complete information, and drive new revenues and savings in the process.

Foundations for Delivering Self-Service Profitability and Customer Satisfaction
JD Power
9/5/2014 9:51:43 AM
Improved customer satisfaction and self-service usage can be a difficult goal for contact centers to achieve. In this Strategic solutions Series, Mark Miller, senior director of contact center solutions at J.D. Power, offers guidance to executives who are challenged to deliver both high customer satisfaction and high containment rates.

Challenges of Building Intercloud
9/3/2014 5:59:35 PM
Intercloud is a collection of interoperating clouds that requires connectivity and collaboration among disparate cloud providers. Mature standards are required to facilitate seamless coordination among such cloud networks. As a set of widely accepted standards does not exist yet, an intermediate platform acting as a federation platform among the cloud vendors is necessary. This whitepaper discusses key aspects of such a federation platform that enables Intercloud operability.

Next-Generation Service Assurance in Network Of Clouds
9/3/2014 5:58:54 PM
Traditional service assurance in a data center is mainly focused on collecting fault and performance events from different compute, storage and network elements to manage service quality. With the emergence of SDN, NFV and network of clouds, it is apparent that traditional service assurance framework needs to be reworked to meet the demands of next-generation data centers. This whitepaper discusses key aspects of an orchestrator that enables next-generation service assurance in a network of cloud setup.

Mobile Test Automation Best Practices
9/3/2014 5:58:15 PM
Enterprises face a variety of challenges in taking mobile applications to the market because of complex mobile ecosystem. This comprises a multitude of varying parameters, such as mobile devices, operating systems (OS), browsers, applications, chipsets and software running on networks. This whitepaper discusses the challenges faced in testing mobile applications, test automation that can overcome these challenges and strategies and best practices that can maximize the ROI achieved by automating the testing process.

Next-Generation Technical Support
9/3/2014 5:57:14 PM
Communication technologies are continually evolving and co-existence of multiple technologies and multiple vendors have made networks increasingly complex and expensive to manage. This coupled with fierce competition has now made technical support a highly critical aspect that impacts customer satisfaction, and hence customer loyalty.

Support models have moved beyond simple network monitoring to a more proactive approach that helps in optimizing efficiency, and improving customer experience by predicting, identifying, and fixing problems before they arise. The next generation technical support whitepaper provides insights into how these next generation support models can be used to reduce risk and enhance customer satisfaction.

Implementing Integrated Multi-Technology Networks
9/3/2014 5:56:18 PM
Heterogeneous Networks comprising base stations of varying form factors in a layered architecture are imperative to optimize coverage and capacity. Capacity and coverage can be further augmented by providing the consumers with an alternate channel for data by leveraging ubiquitous WiFi.

Small cells are a critical component of these heterogeneous networks that provide multiple benefits including coverage and capacity optimization, enhancement of user experience and data offloading for reducing the load on core networks. Multi-mode small cells provide the further benefit of supporting LTE, 3G and Wi-Fi using just once device.

This whitepaper provides insights into the benefits of HetNets and the various implications involved in deploying small cells. It discusses the various aspects to be considered while deploying small cell such as powers supply, backhaul, timing, antenna etc. It also discusses the benefits of WiFi offloading and ways to implement automatic network selection and automatic authentication.

Aricent played a key role in developing the first 3G small cell. We provide a comprehensive suite of standards compliant small cell software enablers to help Communication Equipment Providers (CEPs) rapidly develop small cell access points and gateways. These frameworks have been optimized on leading hardware platforms to help reduce complexity and risk. We also provide multi-mode small cell software that can support LTE, 3G and WiFi simultaneously or in any combination thereof.

Realizing OpenFlow Switches for Implementing Software-Defined Networks (SDN)
9/3/2014 5:53:47 PM
Software-Defined Networking (SDN) is being leveraged extensively to simplify management of complex heterogeneous networks and realize unprecedented CAPEX and OPEX savings. OpenFlow is one of the most popular protocols for the implementation and management of SDN.

Click here to download a whitepaper that provides insights on how you can leverage Aricent’s OpenFlow software enablers to build pure or hybrid OpenFlow networking equipment. These enablers can help reduce development costs by up to 80% and time to market by up to 85% as compared to grounds-up development.

This whitepaper also explores how OpenFlow software enablers can be leveraged to build OpenFlow switches for deployment across campus, datacenter, enterprise and service-provider networks.

Aricent is a leading provider of comprehensive software enablers and product engineering services for SDN and OpenFlow. Our portfolio of SDN software enablers includes OpenFlow Client, Hybrid Routing and Switching Framework, Fast Path Framework, OpenFlow Test Automation Framework (OF TAF) and SDN Controller Applications.

When Customer Service Goes Social
Impact Learning Systems
9/3/2014 5:27:17 PM
Is social media a trend, or is it here to stay? Should you be incorporating social media into your customer service strategy? In this informative presentation, Impact Learning System discusses the research behind social media and customer service. It gives insightful pointers on which social media channels are most effective, and discusses how you can build an effective customer service social media strategy that your customers will benefit from.

Training Secrets of Effective Organizations
Impact Learning Systems
9/3/2014 5:26:43 PM
Training in organizations is only as effective as the before, during, and follow-up initiatives that support the training materials. In this presentation, learn how to make training more effective by creating a supporting plan that prepares employees for the training, and that reinforces the training curriculum. Additionally, you’ll get insights into how adults learn most effectively, and you’ll learn how to make training engaging and fun for your employees.

It Starts with Reliable Quality Interaction Recording
9/2/2014 1:24:18 PM
Interaction recording is the first step in the process to evaluate and improve customer service, increase quality, optimize a workforce, or ensure regulation compliance. However, in most cases it is the least discussed product when contact centers are considering workforce optimization solutions.

The Power of One: Vodafone Pulls It All Together to Make M2M Work
8/26/2014 2:38:19 PM
M2M is one of Vodafone’s key strategic growth initiatives, through which it delivers end-to-end M2M solutions including connectivity, integrated terminals, and applications in partnership with more than 50 M2M ecosystem partners.

M2M Evolution recently interviewed Andrew Morawski, Head of M2M Americas at Vodafone, about Vodafone’s effort to accelerate M2M adoptions, to learn more.

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