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Making the Leap: Taking your Call Center to the Cloud
Genesys
1/2/2014 2:59:09 PM
If you manage or work in a call center, you're aware that customer frustration is one of the biggest challenges you face. But even the best-managed call centers can only do so much. Fortunately, there's a new way to handle customers where they can feel like they have more control, can get their answers more quickly and get their problem resolved faster.

In this white paper, you will learn why moving to the cloud for SMS messaging, inbound IVR, mobile marketing, and proactive communications in your call center will make for a better customer experience.

Upgrade or Replace?
Mitel
12/12/2013 2:10:47 PM
If you're not getting the most out of your contact center software, it's time to consider something new. But are you in need of an upgrade or should you opt for a new solution altogether? This guide will help you determine if you're ready for an update and whether you should upgrade your software or replace it.

Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process
IQOR
12/5/2013 4:41:45 PM
The promise of Big Data has many forward-thinking contact center leaders dreaming of the insights it can deliver, but getting from raw data to actionable insight is a multistep journey that begins with deep thinking about the measurements that matter most. We believe that by taking comprehensive measurements, interpreting them in a scientific way, and then sharing the analyses with relevant stakeholders and contact center leaders can put Big Data to work, driving strategic customer initiatives at the highest levels of the organization.

Understanding Your Customers' DNA - The Key to Intelligent Connections
IQOR
12/5/2013 4:40:33 PM
Your contact center can handle hundreds of millions of customer interactions each year. At iQor, we believe each and every one of these calls, emails, chat sessions, and social media responses generates a series of important data points - small but useful clues, like strands of DNA. Utilizing the right digital network, infrastructure, tools, and processes to analyze, innovate and act, today's advanced contact centers can assemble these strands to help organizations develop a deeper understanding of their customers and, in turn, connect with and delight them more intelligently. Learn to better understand your customers' interactions.

3 Must Follow Guidelines for Mitigating M2M Software Security Risks
Klocwork
12/2/2013 10:27:58 AM
Everywhere we turn today, we find software embedded in our lives – from our smart phones and cars to the planes we fly in and the life saving equipment in hospitals. As all these systems continue to evolve and become more connected to each other and to the internet, the risks associated with unsecured code grow too. And not always from malicious hacking attempts; faulty code in many of these applications can present significant security risks.

Download the “Three Must-Follow Guidelines for Mitigating M2M Software Security Risks” whitepaper from Klocwork and learn why embedded software teams need to follow just a few critical guidelines to protect their systems, including:

• Why address security early, and how to take defensive measures against security threats
• How and why to build security in at the development stage
• How to protect systems against unauthorized changes and malware attacks

The State of the Cloud Computing Marketplace: The Need for a Trust-But-Verify Software Licensing Approach
Flexera Software
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
IBM
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
IBM
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
IBM
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
IBM
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
IBM
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.

What is Workforce Management in the Cloud
Monet Software
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
Monet Software
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.

M2M Adoption Barometer
Vodafone
6/28/2013 1:50:29 PM
Specialist B2B research firm Circle Research surveyed 327 executives involved in setting M2M strategy for their organisations which operated in five key industries - automotive, energy & utilities, manufacturing, transport & logistics and retail - across Europe, Asia Pacific and the Americas. Our findings make one thing very clear: every organisation is treading its own path on the road to M2M, from initial strategy to final implementation. Some have already arrived; others are just starting out. But there are some clear trends in how the technology and its adoption are evolving.

M2M for business security : Connect and extend your site and asset security
Vodafone
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
SAP
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
SAP
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 "conversations" and rich media including images, audio, video and voice.

SANS Whitepaper: Mobile Content and Document Management Best Practices and Decision Checklist
SAP
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.

Nastel - Transaction Tracking Within Messaging Infrastructure
Nastel
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
Nastel
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.

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