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.
Are you interested in contributing your White Paper into the TMCnet White Paper Library, contact us now !
White Paper Library Search
Words for Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center
10/17/2012 10:43:49 AM
It's time once again for contact centers to tweak the way they approach their employees to adjust for generational strengths and weaknesses. By focusing on the characteristics that make Generation Ys tick, your contact center can improve its ability to retain Generation Y agents and leverage their performance potential. If you modify the practices that have made your organization’s contact center successful over past generations, you can parlay this generation’s strengths into a significant win for your contact center now, and for other departments in the future.
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
Trends in Online Video Innovation: Video Editing in the Cloud
10/10/2012 3:46:51 PM
This 10-page White Paper highlights market research results from a study of 318 video production professionals and 1,002 business executives that reveal the types of online video applications that are most prevalent in the business sector and provides an overview of the key benefits of cloud-based video editing. The research report provides a 5-year spending forecast and examines the cost savings and productivity enhancements that can be gained by seamlessly integrating online video editing solutions with cloud-based technologies and workflows. Published by Interactive Media Strategies and sponsored by Mixmoov.
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".
Elevating Customer Care via the Cloud
9/27/2012 10:38:46 AM
Paula Bernier, Senior Editor of CUSTOMER, recently spoke with Marty Beard, president and CEO of LiveOps, about cloud-enabled innovation and the social and mobile revolutions.
• How has the rise of the IP-based networks impacted the call center?
• How is the increased use and comfort level with video impacting how businesses engage with and deliver product/service/support to customers?
• How is the mobile boom impacting how businesses engage with and deliver product/service/support to customers?
• How is cloud computing impacting how businesses engage with and deliver product/service/support to customers?
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.
Ensuring Customer Information Works to Your Advantage
9/19/2012 12:31:27 PM
Accurate Data Leads to Better Customer Relationships.
There's great value that your organization can reap from business analytics. But if that data isn't accurate, it’s not going to help. You need the tools to help verify that information is current and usable. An accurate view of this information can dramatically reduce waste while significantly improving customer communication and business intelligence efforts.
Improve Your Customer Experience – Voice Activate That App
9/14/2012 4:16:22 PM
How can you take your customer experience to the next level? Introducing Lexee, a virtual as-sistant that voice activates any mobile application. Lexee is a product of Angel Labs, a new division within the company dedicated to developing forward-thinking solutions to empower organizations to provide a better customer experience.
Learn more through this complimentary supplement from CUSTOMER Magazine, "Angel Helps Organizations Improve their Customer Experience".
The Importance of a Unified Multi-channel Contact Center
9/13/2012 5:12:17 PM
Customers are far more demanding in this new real-time, always-connected world.
They want results. Fast!
You need to communicate effectively through chat, e-mail, instant messaging, mobile communications, and social media.
Read this complimentary supplement, "The Importance of a Unified Multi-channel Contact Center" and learn how to up with your customers.
Making Your Marketing Interactive: New Opportunities to Engage Customers with Live Chat
8/22/2012 10:26:12 AM
Companies around the world are using live chat to boost online sales, reduce customer service costs and increase customer satisfaction. Now, new developments in chat technology make it possible to extend chat beyond your web site to online advertising, email marketing, press releases and even social media. Learn how you can use rich media chat to leverage social media, and transform traditional one-way
marketing campaigns into interactive conversations.
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.