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6 Questions For a Prospective Cloud Service Provider
1/9/2015 2:43:53 PM
In order to remain competitive in today’s global marketplace, organizations must constantly improve customer service, reduce IT overhead, and increase efficiency—frequently with fewer resources than before.

How Unified Communications Enables Remote Workers
1/9/2015 2:35:41 PM
Whether working from a skyscraper or a home office, ThinkingPhones is committed to ensuring that customers have access to the best communication systems available. Given the obvious transportation savings that telecommuting offers employees, the practice of working from home is becoming increasingly popular. But there are benefits for employers, too—remote workers can save companies money otherwise spent on resources such as utilities and office equipment.

Why Voice Unified Communications Services Remain Critical to Enterprises
1/9/2015 2:33:55 PM
Recent surveys of enterprise professionals report that a majority of respondents believe that a telephone call remains the best way to solve complex business issues. The rise of new and powerful communications and collaboration technologies in the last decade has certainly changed behavior patterns in different areas of a given organization, but voice service continues to play a critical role in the day-to-day functioning of companies as a whole.

The Buyer's Guide to Unified Communications Security & Business Continuity
1/9/2015 2:32:01 PM
The decision to invest in new technology should never be taken lightly. From calculating ROI to anticipating and negotiating contracts and changes in infrastructure, there are a multitude of factors to consider when making the transition to a new or upgraded communication service. Yet while financial and infrastructure decisions are ultimately major factors in a company’s choice of deployment, another significant area is o#en overlooked—the impact that a new solution will have on your company’s security.

The Unified Communications Buyer's Guide to Cutting Costs & Boosting Productivity
1/9/2015 2:25:13 PM
Considering all the hype it’s received, it’s easy to assume the cloud’s benefits are overblown. Even if you’ve seen the advantages cloud technology can over firsthand, it’s natural to think that cloud computing is good, even great, but not a lifesaver.

But recent studies have indicated that an average 600-employee company can expect to see a 182 percent return on its investment in cloud technology over three years. #e payback period? Less than two months.

Obviously, total cost of ownership is an important consideration, and it makes sense for business decision-makers to factor it in when deciding whether or not to embrace a new, cloud-based model in any part of their organization. But there are several equally important, though tougher to quantify, benefits to consider when trying to determine the cloud’s true value.

Voice of the Customer: 5 Steps to Success
1/9/2015 10:50:59 AM
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”.

Implement it effectively, and you’ll drive business change, deliver ROI and create competitive advantage.

Read this short white paper to understand how the Voice of the Customer can help you to:

• Retain (and gain) customers
• Improve cross-sell and up-sell
• Streamline processes
• Drive change
• Differentiate your company.

Enhancing Communications Service Provider
BAE Systems
1/8/2015 5:52:08 PM
In an age of mass data consumption and increasing demand for bandwidth, customers have higher expectations from their communications service provider (CSP). This paper explains how CSPs can gain a competitive advantage and enhance operating performance by exploiting their data to help generate valuable insight on customer activity. Using this insight they can differentiate themselves from the competition by offering personalized, relevant value-added services that will enable CSP's to grow revenue, reduce churn, build customer loyalty and enhance their corporate reputation.

Working Securely with Cloud Operators
BAE Systems
1/8/2015 5:51:16 PM
To keep your business competitive you need to make sure that you are making the most of the information and data you have about your customers and your business. Third-party service providers which specialize in data analysis can deliver an effective service – but this means you need to find a way to share your customer data with them and have them share their insight with you securely.

This paper discusses the vulnerabilities involved in sharing data with a third-party service provider, and offers some potential solutions to help mitigate the risk.

Big Data in Communications Service Providers
BAE Systems
1/8/2015 5:49:50 PM
As a Communications Service Provider (CSP), you face an increasingly challenging business environment. Revenue from traditional sources continues to decline. Regulatory action, designed to foster competition, is driving prices down. By allowing you to gain a deeper understanding of what your subscribers are doing on your network, Big Data is the key to helping you unlock a successful future. This paper outlines the ways Big Data helps with two principal areas: network optimization and customer relationships. It also provides guidelines for selecting the best Big Data vendor for you.

The Data Lake: Ready To Take The Plunge
BAE Systems
1/8/2015 5:46:53 PM
The Enterprise Data Warehouse (EDW) has become a long-serving, business critical capability for many organizations – however, most organizations are expressing frustrations with their existing data warehousing solutions. Enter big data technology, which – with its promise of scalability, flexibility and lower cost to serve – poses a potential solution to the frustrations caused by EDWs.

This paper considers four architecture models which put big data technology at the center of the enterprise. We explore the challenges each model can help to solve and the potential pitfalls business leaders will need to consider as they determine how to best embrace big data in the digital enterprise.

Understanding Your Customers to Differentiate & Grow Your Business
12/8/2014 11:55:09 AM
Customer experience is a hot topic these days. But ensuring a positive customer experience that fuses with the goals of your organization is about more than just pledging to be more customer focused. It requires employing processes and systems that enable your customer support staff to actually understand the needs of customers rather than just addressing their needs in a one-off fashion, and to be able to respond to those requirements in the most effective way possible.

Taking Your Organization to the Next Level: Contact Center Performance Management
12/8/2014 11:53:19 AM
You’ve invested in the best leadership, technologies, and human capital sourcing and development partners available to formulate and perfect the secret sauce that makes your enterprise exceptional and successful. Now you can gain even more value from these investments by consistently communicating your message and measuring the performance across your organization via contact center performance management.

Bank on It: Neustar Helps Companies Reduce Risk with Verification Solutions
12/8/2014 11:50:54 AM
Businesses that don’t already have efforts in place to address the Telephone Consumer Protection Act would do well to begin exploring their options on this front as soon as possible. And, given various legal interpretations of TCPA to date, and the risk of very large statutory damages, taking a conservative approach to TCPA is probably the best course of action.

The New Help Desk: TeamSupport Enables Businesses to Better Understand Their Customers
12/8/2014 11:49:32 AM
TeamSupport is a fully hosted cloud-based help desk solution that solves a fundamental problem that most support systems don’t: helping businesses better understand their customers.

Robert C. Johnson, president and CEO of TeamSupport LLC, explains it does that by delivering a suite of tools that provide insights into how customers interact with your company. CUSTOMER magazine recently interviewed Johnson to learn more.

Neustar Puts the Most Relevant & Current Data at Your Fingertips Identifiers, Attributes & Network
12/8/2014 11:45:46 AM
“It is imperative for marketers to stand apart from the holiday noise by moving from monologue to a true, personalized dialogue. The best way to have a real dialogue with your customer is to leverage your own data. Our clients combine Neustar’s extensive data assets with their own data to identify, verify, and engage their customers in a personal and unique way, building deeper and more profitable relationships, both offline in call centers and in the digital ecosystem.” - Henry Tam, a managing director at Neustar.

Why Cloud May Be Your Best Option for Quality Management and Improved Customer Experience
12/5/2014 1:17:34 PM
Providing an exceptional customer experience requires exceptional contact center agents. While routing applications address getting an interaction to the right agent resource, quality management helps contact center management train and prepare its staff to optimally process those interactions. The cloud is increasingly being seen as a viable alternative for both types of applications.

Download this white paper to discover how the emergence of cloud-based workforce optimization solutions are helping companies save money and gain access to sophisticated quality management capabilities that enable contact centers to deliver on their customer experience visions.

Cloud File Sharing for DUMMIES
12/2/2014 10:24:45 AM
Everything you always wanted to know about file sharing (but were afraid to ask). Hightail presents Cloud File Sharing for Dummies: your guide to understanding how file sharing can help your business and what you need to know before choosing your company’s file sharing provider.

Download this book to:

- Understand cloud file sharing for businesses
- Learn to evaluate a file sharing solution for your company
- Discover the tricks of fast implementation and user adoption
- Get a high ROI on your cloud investment

Make your business more effective and control your information with Hightail
12/2/2014 10:18:29 AM
This whitepaper provides a detailed overview of Hightail’s capabilities that increase productivity and allow professionals from 98% of the Fortune 500 companies to share information with security and control. Users save time by being able to share quickly and access content anytime via desktop, web and mobile apps. They can also work faster by accessing and sharing files from within key enterprise applications such as Outlook and SharePoint. The paper also discusses Hightail’s security and control features that help users and administrators to prevent unauthorized access and keep company information safe.

Anytime content access and secure collaboration within and outside the company
12/2/2014 10:16:26 AM
Gartner analyst Jeffrey Mann called SharePoint a tool that people are required to use, not one they want to use. This is because, in spite of its market dominance (66% market share, according to Microsoft), users still face challenges with external collaboration and mobile access. Hightail allows users to connect their SharePoint content to the cloud and remove key obstacles posed by large file sizes and enterprise firewalls. This paper provides detail on how users can access SharePoint content using Hightail and the benefits to the company in the form of greater collaboration and productivity.

Work more effectively from your mailbox with simple and secure file sharing
12/2/2014 10:15:19 AM
Outlook still remains the key office application used by professionals, yet it has limitations such as attachment size limits, inadequate security and inability to access the latest version of a document. This whitepaper explains how Hightail integrates with Outlook to allow users to share large files, enforce controls such as passwords and expiration dates and manage their cloud folders, all without leaving the familiar bounds of their Outlook application.

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