White Paper Library
TMCnet has created this new service to help you with the tasks of research and analysis in hopes to increase your productivity. Using more simplified searchcriteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.
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White Paper Library Search
Connected Car to Managed Car
11/8/2013 4:17:13 PM
This white paper is intended for automotive OEMs, their suppliers and other software and hardware providers in the automotive ecosystem interested in using the connected car as a platform from which to deliver differentiated services that build lifelong brand loyalty and generate new revenue streams. The paper describes the new opportunities yet growing challenges created by car connectivity, and explains the management capabilities required by OEMs to service the increasing amount of car software. By moving beyond the connected car to the "managed car", the automotive industry can manage the car's software experience to become a key differentiator and strategic enabler.
DirectBuy San Diego Success Story: Revving Up Calls- and Profits
10/22/2013 12:01:28 PM
DirectBuy, a wholesale-direct seller of consumer products and services, was having trouble with a slow outbound calling process. Their contact system was too rigid - it only allowed one-to-one calls and had not efficient means of weeding out "do not call" customers. As a result, DirectBuy suffered from frustrated agents and high cost-per-member.
Check out this brief case study to learn how DirectBuy implemented a cloud-based outbound call automation software in order to reach more prospective clients and handle calls more efficiently. Read on to learn about the specific benefits this tool offers DirectBuy, including:
-Tripled rate of outbound calls
-Decreased cost-per-member by $300
-Lowered leads-per-member by 10
Case Study: NJ 2-1-1 Success Story: Passing the Ultimate Test
10/22/2013 11:57:11 AM
As an emergency information provider, NJ 2-1-1 needs to get the right answers to their customers as fast as possible. When the company realized their legacy contact center couldn't support the necessary call volume, they knew they needed to upgrade.
Check out this brief case study to learn how NJ 2-1-1 implemented a virtual, cloud-based contact center system that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Discover the benefits of this system, including:
-Fast, flexible call routing and integration with other providers
-Voicemail box setup for calls that can't be immediately addressed
-Web-based resources so customers and employees have real-time access to data
-And many more
The Advantages of Cloud Contact Center Software
10/22/2013 11:52:37 AM
The complexity and dis-integration that plagues the modern contact center system can turn even a simple change - a new product, a new campaign, a new SLA - into a lengthy, expensive proposition. To make matters worse, bigger challenges such as scaling up quickly can become impossible to overcome.
This resource explores how moving to integrated cloud contact centers can enable the rapid change that today's dynamic environments demand while eliminating high costs and complexities. Read on to learn more about:
-Advantages of cloud contact centers
-Preparing your organization for the cloud
-Software selection and implementation considerations
Contact Center Blending Best Practices
10/22/2013 11:48:01 AM
Anticipating and delivering what your customers need is the key to creating a more profitable and longer-lasting customer connection. Upgrading your contact center infrastructure can help you achieve this goal - but only if you have the right strategy in place.
This white paper, by industry expert Donna Fluss, presents actionable best practices and tips to help forward-thinking organizations migrate to multi-channel blended contact center environments. Topics covered in this guide include:
-How blending channels enhances the customer experience
-10 steps for converting to a blended environment
-Building a high-touch customer strategy
Top 10 Reasons to Move Your Contact Center to the Cloud
10/22/2013 11:42:53 AM
The face of contact centers is changing for many reasons. Agencies need to adapt to new modes of communication, customers are demanding real-time responses, and companies are growing at rapid rates. To address these issues, savvy companies are moving from on-premise, complicated call center systems to all-in-one cloud-based software suites.
But is a call center in the cloud right for your business? If you're unsure, check out this informative resource that outlines the top 10 reasons companies like yours are migrating to the cloud for their contact center. Reasons covered include:
-Shortened startup and integration timelines
-Increased access to features and functions
-Simplified virtual contact centers and at-home support
-And 7 more!
The Hidden ROI of a Cloud-based Contact Center
10/22/2013 11:38:03 AM
More and more customer contact centers are moving to cloud-based infrastructures to host critical contact center applications and activities. According to a recent Aberdeen survey, six out of 10 contact centers plan to have cloud-based deployment by the end of 2013.
But why is the cloud so popular for the contact center?
In this Aberdeen Group report, explore the main factors driving cloud migration for contact centers and discover the benefits that successful organizations are experiencing from moving their contact center to the cloud, including:
-36% less downtime that on-premise based centers
-20% faster issue resolution rate
-Decreased call abandonment rate
ZK Research - Lifecycle Management is the Key to Successful Unified Communications
10/18/2013 11:57:59 AM
To maximize the value of UC deployment and enjoy a rapid ROI, it&#39;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.
End-to-End Service Management for Unified Communications
10/18/2013 11:55:45 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.
The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach
10/7/2013 9:43:58 AM
Enterprises are accelerating their use of cloud computing because it provides such an attractive value proposition. This value proposition is enhanced through usage-based licensing. However, the difficulty of monitoring usage-based licensing has slowed its adoption. Flexera Software, the market leader in software license compliance management solutions, makes it possible to efficiently deploy usage-based licensing models. The company's solutions empower application producers to implement a broad spectrum of licensing models within a single product-from strict enforcement to a more open trust-but-verify approach-to maximize software revenues and ensure compliance.
The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach analyzes the popularity of cloud computing with software publishers. The paper also explores new pricing models developed by cloud providers-including usage-based licensing.
The Forrester Wave™: File Sync And Share Platforms, Q3 2013
9/30/2013 12:21:46 PM
Sharing files is something that nearly every business in the world does on a daily basis, and IBM has built a robust set of file sharing and sync tools that makes sharing information extremely easy, efficient and secure. Many solutions in market are designed for consumers and are lacking the security and controls that businesses require. Where IBM stands apart is by tightly integrating file sharing into the social collaboration experience and with external systems of record. Download this Analyst report to read by IBM SmartCloud for Social Business was cited as a leader in The Forrester Wave™: File Sync And Share Platforms, Q3 2013 report.
Taking collaboration to the cloud
9/30/2013 12:19:43 PM
The 25-point plan and the Cloud First policy both encourage and pressure Federal CIOs to find cloud solutions that can result in significant cost take-outs in the IT support model. A good place to start is with applications and services that are standardized and need very little customization, such as social collaboration software. Social collaboration software and tools offer the power of social media tools to spark innovation and collaboration on the web.
Given the budget and mission pressures that are the norm in government today, these tools can help your employees be more productive and collaborative. Download the complimentary whitepaper to learn more about taking collaboration to the cloud.
IBM SmartCloud iNotes Security
9/30/2013 12:17:28 PM
IBM SmartCloud iNotes is a security-rich, Web-based e-mail service that provides essential messaging and calendaring capabilities to businesses of all sizes.
At IBM, we strive to implement security and privacy best practices. Our security controls provide a range of e-mail protections while enabling business operations. SmartCloud iNotes helps protect our customers' information through
governance, tools, technology, techniques, and personnel, each of which we discuss in more detail in this white paper.
IBM SmartCloud Notes Security
9/30/2013 12:15:22 PM
SmartCloud Notes is a full-featured email, calendar, contact management and instant messaging service in the IBM cloud. IBM SmartCloud Notes helps to protect our customers' information through governance, tools, technology, techniques, and personnel. At IBM, we strive to implement security and privacy best practices. The SmartCloud Notes security controls provide a range of protection of e-mail while enabling business operations.
The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012
9/30/2013 12:12:42 PM
In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers - Box, Cisco Systems, Citrix Online, Google, IBM, Microsoft, salesforce.com, and Yammer - in the category and researched, analyzed, and scored them.
This report details our findings about how well each vendor fulfills our criteria for constructing an online collaboration service and where they stand in relation to each other. Given the relative immaturity of this market and the nature of client questions about it, Forrester chose to evaluate the overall strategies of these providers across criteria like global footprint, service-level agreements, mobile support, enterprise readiness, and more. This report and associated Excel model highlight the key criteria CIOs and their staffs should evaluate when looking at prospective providers of online collaboration services.
Ponemon Institute Survey Results: How Single Sign-On is Changing Healthcare - SSO Vendor Comparison
9/9/2013 2:54:35 PM
This report reveals the findings of the Ponemon Institute Survey: How Single Sign-On Is Changing Healthcare and provides a detailed analysis of single sign-on vendors. The report shows that of the >400 users of SSO technology surveyed, it was determined that SSO technology saves clinicians from 8 to 15 minutes a day depending on the SSO solution utilized, which can be translated into 103-191 hours per year.
What is Workforce Management in the Cloud
9/3/2013 8:52:31 AM
This whitepaper provides an overview of the cloud-based software model and how it benefits call centers. It highlights the difference to the hosted and on-premise software models and also explains the key advantages and benefits regarding investment, implementation, operations and upgrades.
How to improve schedule adherence in your call center
9/3/2013 8:51:10 AM
One of the biggest challenges of running a call center is making sure that agents adhere to their schedules. Applying a strategic approach to improving adherence is crucial for contact centers struggling with rising costs, low service levels, and low customer satisfaction. This whitepaper summarizes five strategies to help boost agent adherence in your call center.