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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Benchmarking in the Contact Center: Tips for Managing what you Measure
10/19/2012 3:26:34 PM
With the ability to instantly broadcast compliments and complaints to social media, customers now expect a high level of engagement from companies. Contact centers must strive to continuously improve operational performance and must work to contain costs at the same time.
One of the tools that contact centers rely on to improve their efforts is benchmarking, the process of improving performance by identifying, understanding and adapting best practices found both inside and outside the organization.
This perspectives paper discusses ways in which leading organizations are gaining value from accurate, insightful benchmarking.
The Real Business Value of an Optimal Customer Experience
10/19/2012 3:25:12 PM
Challenging economic times and the commoditization of products and services have caused businesses to rely on customer experience as a differentiator. For many companies, providing good customer service is the cornerstone of their customer experience strategy. More than two thirds of recently surveyed companies say that good customer service technologies play a high or very high role in their overall customer experience strategy.
This report reveals that focusing on an improved customer experience is a top goal of many organizations, as it correlates to increased customer loyalty, lifetime spending and positive referrals.
Next Generation Enterprise WAN: IPv6 Migration Deployment Guide
10/19/2012 2:34:00 PM
Transition to IPv6 with —Cisco Next-Gen Business WAN
Transition smoothly to IPv6 with Cisco Next Generation Enterprise WAN and continue to benefit from your IPv4 investments. See how Cisco network design positions you to grow and meet evolving needs by supporting new applications and services.
Why Cloud Computing Needs a Cloud-Intelligent Network
10/19/2012 2:32:45 PM
Differentiate With a Cloud-Intelligent Network
In a cloud-based world, the network is no longer “plumbing”—it is a strategic asset. In this ZK Research report, see how a Cloud-Intelligent Network is the next step to an optimized cloud experience, enabling improved productivity and competitiveness.
Next Generation Enterprise WAN: Regional WAN Remote Access VPN Deployment Guide
10/19/2012 2:31:05 PM
Cisco WAN—Designed for Success in Any Cloud
In any cloud type, networks must carry greater traffic—more intelligently and with stable access anywhere. Learn how Cisco next-gen enterprise WAN delivers must-have scalability within a network that is also easier to deploy and maintain.
A Guide to Cloud-Ready Branch Office Network
10/19/2012 1:00:31 PM
Addressing the Cloud-Readiness Gap in Your WAN
According to Lippis, nearly 55% of employees working in branch offices are cut off from secure cloud computing, leading to poor performance and increased costs. Learn how to close the gap between cloud readiness and wide area networking.
Strategic Solutions Series: Examining the Customer
TMC's CUSTOMER Magazine
10/16/2012 2:57:54 PM
This comprehensive report delivers information on the ever-changing customer experience. Learn about the technologies available that can improve the customer experience and your business.
This exclusive report will include:
• How to Improve the Customer Experience
• The Importance of a Unified Multi-channel Contact Center
• How to make Customer Information Work to Your Advantage
• Elevating Customer Care via the Cloud
• Delivering Expansive Functionality at an Affordable Price
The Social Business: Advent of a new age
10/2/2012 10:40:07 AM
As the world becomes more instrumented, interconnected and intelligent and the population continues to embrace social computing, today’s enterprises face the dawn of a new era – the era of the Social Business. Just as the Internet changed the marketplace forever, the integration of social computing into enterprise design represents another enormous shift in the landscape. Organizations that successfully transform into a Social Business can potentially reap great benefits – among them the ability to deepen customer relationships, drive operational efficiencies and optimize the workforce.
Forbo Customer Case Study
10/2/2012 10:38:12 AM
This client success story illustrates how a manufacturer in Europe easily integrated IBM Connections with their existing IBM Lotus Notes software, and decreased the frequency of status meetings by 75 percent, while improving efficiency and transparency within a pilot program. IBM Connections social software supports collaboration and provides greater visibility into projects. It supports faster and more accurate decision-making processes because skills and information are now easier to find.
Collaborate at the speed of business
10/2/2012 10:36:29 AM
The goal: Collaboration at the speed of business. Organizations feel the pressure every day for higher productivity, more innovative ideas and lower operating costs. In response, forward-thinking enterprises are becoming social businesses—activating dynamically constructed networks, including employees, customers and business partners, to improve and accelerate how work gets done.
Building the Better Cloud
Cloud Computing Magazine
9/27/2012 4:25:45 PM
While cloud computing continues to grow in both demand and the number of players in the market, there are only a few real contenders when it comes to public cloud services.
Many cloud service providers, including Amazon, may be an affordable option, but they typically do not offer the performance and reliability organizations need to truly leverage the benefits of cloud.
Evaluating services can be a tedious process. Download this complimentary white paper to learn more about "Building the Better Cloud".
Voice Broadcasting and Outbound IVR: A Cost Effective Way to Get Your Message Heard
9/25/2012 5:18:51 PM
In today's consumer driven marketplace, one of the basic principles of business is that a satisfied customer becomes a loyal customer. While many organizations rely on inbound feedback and phone calls from consumers to handle questions or complaints, proactive outbound information to consumers to keep them informed of new services, products, promotions, and policies can be an integral part in building stronger consumer relationships. This whitepaper will discuss the features and services offered with cloud-based voice broadcasting and outbound IVR solutions, and how they can be implemented by an organization to offer greater flexibility in providing high quality customer service, as well as provide a vehicle for alternative marketing campaigns to gain customer retention, along with lower than expected costs to immediately impact a company’s business.
A Snapshot into Cloud Storage Adoption
7/30/2012 6:10:59 PM
This report analyzes more than 100 survey respondents to understand the current state of cloud adoption in general, and cloud storage adoption particularly. We found a number of surprises (more people have implemented or plan to implement cloud storage than any other cloud computing initiative, including software as a service), as well as confirmation on a few widely held assumptions (security/loss of control remains the single biggest objection to cloud storage). Download the report to understand how your peers are using the cloud and the benefits they’ve begin to see as a result.
The Perfect Blend: The Case for MSPs Delivering Hybrid Storage Solutions
7/26/2012 12:14:53 PM
MSPs have spent the last decade educating their customers about the need to enhance their data backup, archiving, and disaster recovery strategies. Cloud has certainly offered customers a new way for expanding their data management options, but it isn’t the only way. In fact, choosing a cloud only backup solution may not be the most cost effective and/or optimal solution for the vast majority of companies, from SMB to the largest enterprise.
Rethink IP/Optical Core Management: A service aware approach to managing the integrated IP/Optical core
7/23/2012 11:17:45 AM
As service providers take steps to integrate the IP and optical layers of their network infrastructure to ensure optimal efficiency, they are faced with the challenge of adjusting systems, workflows and processes. Flexibility in these integrated IP/Optical networks is paramount. Often there are distinct groups with separate management systems for IP data and optical networks so there must be an option for both integrated and divided responsibilities. The Alcatel-Lucent 5620 leverages multi-domain, multi-layer management that spans both domains to unify workflows, which achieves maximum efficiency across the broader IP/MPLS and optical management tool-set and OSS environment.
Cloud Communications and IVR
7/12/2012 10:15:19 AM
Cloud Computing, Platform-as-a-Service, and Cloud Communications have become mainstream buzzwords in the information technology world, yet these terms are often misunderstood. However, if implemented, Cloud Communications deliver significant benefits along with advanced features and functionality, without straining a company’s budget. As one of the fastest growing technologies, more and more organizations are adopting Cloud Communications, and while Cloud Communications are remarkably changing the way companies do business, many are still unaware of the benefits Cloud Communications could bring to their business operations. This whitepaper will discuss the features and services offered with Cloud Communications, and how they can be implemented by an organization to offer greater flexibility, along with lower than expected costs to immediately impact a company’s business.
How to Keep an E911 Implementation Simple
7/11/2012 3:59:25 PM
The lack of location information attached to an outgoing 9-1-1 call placed from behind a multi-line telephone system can result in tragedy. Unfortunately, the majority of organizations that utilize a PBX are either unaware that an issue even exists, or have found the task to implement for E9-1-1 to be too complex or cost-prohibitive. Add VoIP phones, SIP trunking, multi-site campuses, or remote workers into the mix and a telecom director is suddenly faced with a project that seems insurmountable, both cost-wise and from a time management perspective. It’s a project, though, that can’t be ignored: measures must be taken to ensure compliance with legislation, avoid liability issues, and most importantly – protect the organization’s people.
With so many pieces of the puzzle to put together it can be difficult to know where to begin. This white paper explains the different pieces to consider when implementing E9-1-1 and suggests best options on simplifying the process.
6/22/2012 5:42:33 PM
Using a private cloud platform has transformed the economics of how we deliver services and also opened up the opportunity to offer higher-value services. We used to offer web hosting services on dedicated and virtualized servers. But, even in virtualized environments, I would need separate machines for each individual task and for different operating systems. The CA 3Tera AppLogic platform gives me a lot more flexibility.