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WFO in the Financial Services Industry
7/22/2014 12:19:15 PM
In order to bolster customer service and meet customer care goals within stricter cost constraints, many financial institutions are turning to workforce optimization (WFO) solutions. In fact, in a recent Saddletree survey, the top 5 technology purchases currently being evaluated by financial organizations are WFO solutions.

Download this white paper to learn the foundational and emerging WFO technologies that are available today and why these solutions are an essential component for any customer experience and business intelligence strategy.

Revolutionizing QA with Speech Analytics
7/22/2014 12:16:57 PM
Speech analytics can revolutionize the quality assurance function within the contact center by reducing the amount of time managers spend looking for calls to review by 80 percent. Speech-enabled precision monitoring allows 100 percent of calls to be captured, categorized and analyzed for trends and patterns which frees up managers to help with customer calls and coaching agents.

Download this white paper to learn how transitioning from traditional to precision monitoring streamlines the feedback process for managers and agents, reduces attrition, and improves the overall customer experience.

Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers
7/22/2014 12:14:26 PM
Consumers want what they want, and they want it now. How are you keeping up with that kind of demand? Why will your customers choose you over someone else?

If you believe you are customer-driven, and you act like you're customer-driven, then you're off to a good start. And, with the right solutions in place to help you deliver the best customer experience possible, you have a good chance of remaining relevant and top of mind with your clients. So how can you get there? In this paper, you'll learn the top five acronyms, phrases and concepts you need to understand as you plan your technology evolution to get with the (customer experience) program sooner rather than later.

Real-Time Speech Analytics Improves the Customer Experience
7/22/2014 12:03:04 PM
Are you feeling the pressure from customers to up the ante on your service or experience?

Do you spend too much time resolving customer issues past the initial contact?

Would your business change if you could identify at-risk customers in real time?

In this white paper, you will learn how using real-time speech analytics can alter call outcomes by enabling you to take action when it is needed most - in the moment. Identify issues in real time, and respond to them immediately. Increase customer satisfaction and improve agent effectiveness while reducing operating expenses.

Analytics Energizes the QA Process
7/22/2014 11:57:18 AM
Are your agents spending endless hours listening to every recorded call?

Do your supervisors spend enough time with your customers and agents?

When did you last consider your agent evaluation tool's effectiveness?

Identify how you can save time and improve performance through Analytics-enabled QA. Consider the effectiveness of your agent evaluation tools with the tips provided. Learn how to gain approval from your senior management and map out your top 5 benefits speech analytics will provide from our list of common contributions.

In this whitepaper you'll learn how Analytics-Enabled QA is the future of quality assurance and how these new applications use an approach that offers a positive impact on agent performance, the customer experience and your bottom line.

Enterprise Goals with Balanced Score Cards
7/22/2014 11:55:01 AM
Many contact centers invest a great deal of time and effort in providing agents with timely feedback about standard KPIs but don't link that performance to the impact on the overall customer experience.

Download this white paper to learn how to use balanced scorecards to shift from measuring individual metrics to evaluating how well each agent is helping the enterprise and contact center achieve their goals. This paper includes nine key steps for building a balanced scorecard, successfully rolling it out to the contact center, and using scorecard data to identify areas of improvement.

Building The Foundation For Customer Insight: Hadoop Infrastructure Architecture
7/16/2014 4:44:06 PM
The proliferation of customer-facing data-intensive systems in almost every modern enterprise has catalyzed the rapid deployment of big data environments, commonly with Hadoop as the underlying processing environment. Unfortunately, many IT professionals have had little guidance in understanding how to configure and manage the underlying infrastructure to support Hadoop and its ecosystem of tools and applications.

This complimentary report from Forrester Reseach, Inc. helps IT professionals understand the basics of Hadoop infrastructure and includes guidelines for system configuration, rough data sizing, and suggestions on how to plan for the inevitable growth of the Hadoop big data environment.

Download this report to learn the three primary components of a Hadoop environment, how to architect the right infrastructure for Hadoop and how Hadoop will become a critical part of core enterprise business.

Cloud Spectator Report: Benchmarking a NoSQL Database on Bare-Metal and Virtualized Public Cloud
7/16/2014 4:41:20 PM
Many organizations using NoSQL databases for the real-time collection and analysis of massive amounts of data have opted to host their environments in public clouds. However, the hypervisor layer and resource-contention from "noisy neighbors" in a virtualized public cloud environment can severely affect performance.

Cloud Spectator's latest report demonstrates substantial performance and price advantages for "fast big data" workloads when running Aerospike's NoSQL database on Internap's bare-metal servers compared to popular, high-performance virtual public cloud configurations for Amazon Web Services (AWS) Elastic Compute Cloud (EC2) and Rackspace Performance Cloud Servers.

Download this report to see the detailed comparison of throughput speed, latency and price for three different types of workloads on Internap's bare-metal servers and AWS EC2 I2 class and Rackspace Performance Cloud Servers virtual instances.

6 Critical Criteria for Selecting the Right Service Provider
7/14/2014 11:40:56 AM
When it comes to replacing your existing PBX system with a UC solution, challenges include:

- Changing users' behavior to align with new workflows, capabilities, and standards
- Understanding and gaining visibility into current system usage
- Accommodating various technical and business requirements for all users and customers across all departments and lines of business

Enterprises need a trusted service provider that partners with their organization throughout the entire UC lifecycle - from defining business requirements to solution design and deployment to ongoing enablement and day-to-day management. This paper will outline six critical criteria that every enterprise should evaluate when choosing a UC service provider.

End-to-End Service Management for Unified Communications
7/14/2014 11:12:43 AM
As part of Riverbed Performance Management solutions, Riverbed OPNET Unified Communications Xpert allows continuous monitoring of voice and video quality so you can catch and fix problems before they become an issue.

ZK Research - Lifecycle Management is the Key to Successful Unified Communications
7/14/2014 11:12:43 AM
To maximize the value of UC deployment and enjoy a rapid ROI, it's critical organizations also invest wisely in UC management. A robust UC management platform that addresses the needs of the UC lifecycle can speed up initial deployments but also give IT the tools it needs to predictively and proactively manage the environment.

The '5 Ps' of Digital Asset Hosting
Host in Ireland
7/14/2014 10:55:12 AM
Host in Ireland is an industry-led initiative with the goal and purpose to promote Ireland as an optimum location to host digital assets. By understanding the key concerns of companies, particularly in the U.S., the initiative proposes clear and comprehensive, timely and accurate information for companies seeking to expand their presence by considering Ireland to host their digital assets. This is all made possible by Ireland's extensive benefits rooted in the '5 Ps' of digital asset hosting.

Mobile Test Automation That Works for Paychex
Perfecto Mobile
7/14/2014 10:29:58 AM
Learn how Paychex, a $2.3B provider of human resource, insurance, and benefits outsourcing services to more than 600,000 clients, iteratively built a Web and Mobile app automation architecture.

Unlocking the Mobile Security Potential: The Key to Effective Two-Factor Authentication
7/10/2014 9:47:24 AM
SMS-based two factor authentication (2FA)- or the process where your asked to register your mobile phone number and confirm your identity via a One-Time Password (OTP) is becoming the security "go-to" method. In a recent survey, 90% of global IT managers said they plan to or are considering adopting the use of OTPs in 2014 to validate end-users, increase conversion rates and better the customer experience. Find out why companies are making effective two-factor authentication a priority.

Next-Generation Colocation Drives Operational Efficiencies
7/9/2014 11:30:21 AM
Download this white paper to learn how high power density, remote management and hybridized infrastructure are changing the data center and colocation services landscape.

While colocation traditionally has meant standardized space for servers with provided power, cooling and network connections, emerging data center services now enable businesses to connect internal, cloud and colocation services into a seamless configuration. This white paper provides a detailed understanding of new data center developments and how they can help you better serve your end users and drive operational efficiencies.

Frost & Sullivan Report: A Non-Virtualized Cloud Option for Performance-Sensitive Workloads
7/9/2014 11:28:57 AM
Download this complimentary Frost & Sullivan report to learn why organizations are now questioning the virtualized cloud hype and turning to bare-metal cloud for increased application performance.

Frost & Sullivan details how bare-metal cloud provides the flexibility and scalability associated with virtualized offers, while eliminating the challenges of virtualized servers, such as the hypervisor tax and "noisy neighbor syndrome." In addition, the report provides an evaluation of the two leading providers of bare-metal cloud services, Internap and SoftLayer, and a head-to-head comparison of their respective bare-metal cloud offerings.

Mobile Content and Document Management Best Practices and Decision Checklist: Enterprise-Grade Solutions Give IT Much-Needed Security and Control Over Company Content
7/8/2014 2:48:22 PM
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.

Transforming Industrial Machinery & Components Companies with SAP Enterprise Mobility Solutions
7/8/2014 2:46:10 PM
Successful professional services firms recognize that change is the only constant. SAP is helping Industry Machine and Components (IM&C) companies transform themselves with a portfolio of mobile solutions that enable organization to improve operational efficiency and effectiveness. Download this white paper and find out how.

Simplify the Software Experience on Any Device with Consumer-Style Apps
7/8/2014 2:23:04 PM
The way people work, consume content, and experience technology to get things done is rapidly changing. There are growing expectations and demands in the workplace for consumer-friendly interfaces. SAP is redefining how business users perform daily tasks by creating a more intuitive format and user experience – similar to the way they interact with technology in everyday life.

Alcatel Lucent Enterprise
6/25/2014 9:48:58 AM
This Infographic describes process to create "application harmony" starting with intelligence and enforcement at the network edge, gaining application visibility with a unified view of the wired and wireless network, and controlling application enforcement and policy management per application. The resulting Application Fluent Network prioritizes business critical apps, stops harmful/non-compliant apps, and creates a harmonious coexistence of business and personal apps.

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