White Paper Library
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M2M for business security : Connect and extend your site and asset security
6/19/2013 11:35:27 AM
Security is an industry in flux. While in many cases the core activities and tools haven't changed - CCTV for monitoring and alarms for perimeter protection, for instance - technology has evolved rapidly, creating new possibilities for securing businesses and their assets against theft, fire and other risks. Machine to machine (M2M) communications in particular has enabled a step change in functionality in three security applications: alarm systems, CCTV and asset tracking. This paper is specifically aimed at manufacturers and distributors of security equipment, but will also be relevant for enterprises with significant or specific in-house security needs.
SAP Enterprise Mobility: Bringing a Cohesive Approach to a Complex Market
6/19/2013 11:22:23 AM
In this IDC White Paper, we discuss some of the key trends taking place in the enterprise mobility landscape today, such as consumerization of IT, the mobile application explosion, and cloud computing. We then explore how these paradigm shifts create opportunity while also driving the need for new technology solutions. Next we take a look at how SAP's mobile enterprise solutions map to these requirements and learn how various customers across the mobility ecosystem are leveraging SAP's mobile technology to meet their business objectives. Finally, we wrap up with essential guidance to help end users and partners develop a strategic plan.
What is Your Mobile Content Policy? A Checklist for Content Risk Mitigation
6/19/2013 11:15:54 AM
We are living in a world that only 20 years ago was the realm of science fiction. Devices once just barely imaginable have become common consumer items, carried casually in pockets and purses, with constantly growing capabilities. Our smartphones are becoming extensions of ourselves. With a world of content at our fingertips, we embed ourselves in a near constant stream of &quot;conversations&quot; and rich media including images, audio, video and voice.
SANS Whitepaper: Mobile Content and Document Management Best Practices and Decision Checklist
6/19/2013 11:12:34 AM
A typical executive will store her business group's budget, product road map, customer database, and dozens of presentations, Word docs, and spreadsheets on her mobile phone, tablet, or laptop. Accessing, sharing, and updating her mobile work content is status quo. That's how she and her peers stay productive. What she probably doesn't realize is that the business content she's taking into airports, client sites, doctor offices, restaurants, and home is a ticking time bomb.
Death of the Contact Center
6/11/2013 1:33:16 PM
7 Tips for Building the Contact Center of the Future. As consumers rapidly embrace the web and mobile devices for fast answers to questions, is the contact center finally on its way out?
The Astonishing Cost of a Poor Online Experience And What You Can Do About It
6/11/2013 1:31:44 PM
When your website does a poor job of resolving customer service issues, the escalation costs that ensue are truly astounding. Our latest report, based on published data from Forrester Research, gives you an eye opening look into these runaway costs and how you can stop them.
Customer Analytics: Converting Data into Insight for Superior Customer Experiences
6/11/2013 1:08:58 PM
Aberdeen Group’s recent research on Next-Generation Customer Experience Management highlights the recent trend in the customer-company relations and the challenges companies face with their customer experience management (CEM) efforts across multiple channels. The results of this research will be included in this soon-to-be-released whitepaper.
Some of the findings and insights that will be included in the upcoming whitepaper are:
• The primary reasons companies struggle in adopting a data-driven approach to manage their customer interactions
• How companies are adaptating to the new dynamics of the "customer era."
• The performance gains Best-in-Class organizations realize as a result of their ability to convert data into actionable insights
Integrating WebRTC with Existing VOIP Networks
6/10/2013 1:29:01 PM
WebRTC has been the biggest topic of conversation in the telecommunications industry for a couple of years now. Not surprisingly everyone is trying to figure out what it means to them and where it can be used to improve user experiences and extend the use of the value creation capabilities that exist in todays Service Networks. This paper offers a perspective on how WebRTC will evolve to interwork with and extend Service Networks today.
Mastering Self-Service with Virtual Call Agents
6/7/2013 10:35:49 AM
The contact center is becoming increasingly complex. The days of simple telephony interactions are long gone. Managers struggle to contain costs while handling multi-channel communications with customers and prospects who expect speedy resolution and instant gratification. Traditional live agents alone just can’t meet the demands of today’s contact center. Fortunately, advances in artificial intelligence are offering an ideal solution to this escalating issue. Virtual call agents can deliver the speed and precision of an automated technology, along with the good manners and problem-solving capabilities of a human agent. The valuable time of human agents can be reserved for the more challenging, complicated issues while virtual call agents deal with the more straightforward, repetitive queries. This approach not only cuts costs drastically, but is also proven to enhance customer satisfaction and boost employee morale.
Download this white paper, authored by chief analyst Dick Bucci from Pelorus Associates, to learn about:
• The top benefits and many inbound and outbound uses of virtual call agents
• How virtual call agents help significantly reduce costs while improving customer satisfaction
• How virtual call agents help ensure PCI-DSS and HIPAA compliance
• An ROI comparison of virtual call agents vs. other self-service and contact center technologies
The Agent Experience and its Impact on the Bottom Line
6/4/2013 11:29:43 AM
If you’re looking to improve customer lifetime value the best place to start is with your agent experience and productivity. Most organizations are stuck in the old paradigm of contact center technology where best of breed systems force agents to toggle back and forth between multiple windows resulting in frustration for the agent and a poor experience for the customer.
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by LiveOps and Dr. Natalie Petouhoff’s Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center. Click here to download this compelling whitepaper and learn how technology affects agent happiness and productivity and can result in increased subscriber revenues and better customer lifetime value.
2013 Gartner Magic Quadrant for CRM Customer Engagement Centers
5/30/2013 10:04:22 AM
The evolution of customer communications from telephony to multichannel interactions, including IM and chat, SMS, email, and social media, have created a new era in the relationship between businesses and customers, once which is based upon each customer’s preferred communications modality. This evolution of the call center into a multichannel Customer Engagement Center necessitates a shift in not only engagement strategy to meet customers on the engagement medium of choice, but also an assessment of their communications technologies and CRM software, which must both be able to manage this new customer service model. This Gartner report analyzes the current CEC vendor landscape and the degree to which the market has responded to the social-mobile customer.
Workforce Management Doesn't Have to be So Hard
5/29/2013 8:35:32 AM
Workforce management applications are critical for contact centers. These solutions are the only way to ensure that a contact center has the right level of resources with appropriate skills to handle all inbound and outbound transactions within a pre-defined service level. Workforce management is historically the most disliked application in contact centers because most of these solutions are complicated and very difficult to use with features that are so complex that they can only be used by quantitatively-oriented and technically trained WFM analysts.
However, vendors are finally listening to their customers and starting to deliver enhanced WFM solutions. These new-generation WFM solutions do many of the same things as older versions, but in less than half the time and with a great deal less training and effort. And, like all Web 2.0 applications, the system logic is embedded in the user interface, making these solutions much easier to use and maintain. Download this white paper and learn how workforce management is changing.
DIGITALK's SBC VoIP Peering Platform Drives Cost Savings and Operational Efficiency for Atlantic Tele-Network
5/28/2013 11:37:05 AM
Atlantic Tele-Network’s subsidiaries range from a CLEC in New England through to Guyanese PTT, GT&T, each with their own networks, operations and P&L. The company’s policy is to maintain autonomy within its subsidiaries while centralizing where appropriate at a group level. So Atlantic decided to consolidate its national and international voice traffic routing and management to realize synergies across its subsidiaries. The reasons Atlantic chose DIGITALK’s SBC VoIP Peering to meet its needs and the benefits it has achieved from the solution are presented in this case study.
JT Launches Wholesale Voice Termination Business with the speed of DIGITALK Carrier Cloud
5/16/2013 5:35:20 PM
"As an innovative and progressive Tier 1 communications enabler based in the Channel Islands, JT Global was not afraid to consider new and innovative options to expand its wholesale service. While the option for a Cloud solution raised many questions for an operator with 130 years’ experience providing world-class products and solutions, it quickly became apparent that the ability to exploit new market opportunities rapidly, reliably and without disruption to the business was crucial. In this case study, the advantages of the DIGITALK Carrier Cloud to JT's business are outlined demonstrating the value that a Cloud solution can bring to leading wholesale termination providers."
A Better Predictive Dialer/Call Center Solution
5/8/2013 11:53:31 AM
Learn how to better manage an effective and efficient call center with a predictive dialer/call center solution from MDLsolutions.
Many mid-sized companies find themselves sacrificing either affordability or ease-of-use when selecting call center solutions. MDLsolutions has developed a software-based solution that is affordable, scalable and easy to install and maintain. The solution/predictive dialer is also feature-rich and comes with U.S.-based support.
Download this supplement to learn how MDLsolutions can get you on your way to a more productive call center.
Nastel - Transaction Tracking Within Messaging Infrastructure
4/26/2013 9:05:14 AM
A constellation of business requirements places new demands on IT professionals. The rapid speed with which the corporate operating environment moves has been well documented. Messaging middleware has transformed the way applications communicate and exchange information. Application integration has brought about significant advantages; however it has also brought about a need to track intangible, transient digital assets – business transactions. As the IT complexity grows, compliance and integration needs have also evolved.
Nastel - Running Multiple Versions and Taking Advantage of WebSphere MQ 7.1 and 7.5
4/26/2013 9:04:34 AM
Since IBM released two versions of WebSphere MQ in close proximity to each other, it is important to understand how to best utilize the benefits of both versions and how to get them to work together with previous versions. This white paper will give you a better understanding of how to get them to all get along.
In the Overview white paper, we discussed the key highlights of multiple version support for WebSphere MQ 7.1 and 7.5. In this paper, we are going to go into more detail. Let’s review the meaning of coexistence multiple installatioon. The key component is that you can install multiple versions of WebSphere MQ on the same server at the same time. This is something that you could not do in the past.
Nastel - Issues and Considerations in Deploying and Managing WebSphere MQ
4/26/2013 9:02:53 AM
WebSphere MQ was developed in the early 1990’s to fill a need in many applications for Asynchronous Application to Application Communication. This concept is still a primary requirement of many applications, including Service Oriented Architecture and Cloud computing. Much like email provides asynchronous communication between individuals, WebSphere MQ provided the ability for applications on disparate platforms to communicate easier than ever before, even across companies. Many applications were designed to leverage the wealth of data stored on legacy systems without needing to rewrite the interfaces to that data or to disperse it to multiple systems.
Nastel - Introduction to WebSphere MQ 7.1 and 7.5
4/26/2013 9:02:04 AM
Over 95% of the Fortune 1000 companies use WebSphere MQ for their messaging system. In fact, it is the most popular system for messaging across multiple platforms (85% market share). This paper reviews and summarizes the highlights of the recent releases of IBM’s WebSphere MQ 7.1 and 7.5. It is the first in a series of papers around the current changes in WebSphere MQ.
Nastel - Demystifying Middleware for DevOps
4/26/2013 9:01:10 AM
DevOps is a hot topic right now, and for good reason. Today’s application environments have become far too complex to deploy and manage with silo teams and stand-alone tools. Instead, they require coordination and collaboration across virtually all silos, and this is typically accomplished with teams of senior specialists with skill sets spanning Development and Operations. Tools play a key role in DevOps, as the right tools can be a bridge supplying a “common language” across teams with diverse skillsets and “technology languages.”