Speech analytics is a very a compelling and powerful tool. These solutions capture, structure, analyze, categorize and use customer conversations to improve service quality, minimize risk, and reduce operating expenses. These are three of the top goals for virtually all contact centers around the world. Speech analytics has caught on in the market because senior executives and contact center leaders understand that it gives their organization information and insights that were impossible to obtain in the past. This white paper provides best practices, steps and tricks for succeeding with these solutions. Specifically, it explains how to use speech analytics to enhance your quality assurance (QA) process.

With the advent of Internet banking, financial institutions actively moved their customers online – a powerful change, but one that rendered them anonymous. The loss of personal relationships weakened customer retention, and as a result, institutions now strive to restore a human element online. This paper asserts that live chat is the next step in online member services, and a competitive necessity: driving conversions, cutting costs and boosting satisfaction scores.

Today we talk with or message nearly anyone at any time. Smartphones
have freed us from fixed locations and bulky computers. The Internet, highbandwidth
networks and thousands of applications promise to enhance our
interactions and improve productivity. But, despite these milestones, most
conversations remain substantially unchanged.
How do we take conversations to the next level? How do we make them more
personal and meaningful? And how do we discern the nuances and subtleties
we experience in face-to-face conversations?
We meet these challenges by enlivening conversations with video. Networks
are capable of optimal video delivery, people are increasingly receptive to
video technologies and powerful video-capable devices abound. The time
is right to engage in a new conversation enlivened by video.

Today’s consumers have more power than ever before. Trends in personal computing, online interaction, and Web 2.0 collaboration have gradually shifted power from businesses to consumers, inverting the customer-company dynamic and enabling consumers to easily compare product features, service capabilities and pricing – as well as influence fellow consumers.

Traditional symmetric multiprocessing (SMP) systems scale poorly as the number of cores goes up. Bottlenecks due to shared memory contention and multi-core scheduling become increasingly prominent. The result is a leveling off in packet processing performance, where the addition of new cores leads only to marginal improvements in performance, or in some cases, even performance degradation.

Equipment providers who are looking to base their designs on traditional SMP for reasons of simplicity and convenience should understand the possible drawbacks before proceeding. Increases in performance when moving from a single-core to a dual or quad-core system do not necessarily translate into similar performance advances when moving from a quad-core system to systems with eight or more cores.

This paper looks at a couple of different multi-core networking software design options that scale better than traditional SMP, allowing equipment providers to future-proof their designs by having a single common architecture that can meet today’s performance requirements and scale for the future.

Choose a vendor that strengthens your business! Learn how our MSP Partner Program can grow your bottom-line.

Copeland Toyota replaces tape backup solution with comprehensive cloud data backup and recovery to reduce cost

Read this case study to learn how Autonomy LiveVault® helped Columbus Finance Inc. with their data protection challenge.

Today, more and more organizations are moving to a cloud backup solution in order to lower costs and reduce the administrative overhead of managing the server backup process. Read this Product Brief and see how Autonomy’s LiveVault can help organizations of all sizes to reduce costs and risks to data protection.

There are many data protection solutions in the market, learn how Meaning Based Data Protection solutions from Autonomy can differentiate you from your competition.

While IT is clearly central and strategic to the delivery of business services to customers, there remains a significant communication gap between IT and business decision makers. It is difficult for IT to keep pace with the rate of change demanded by the business, and to communicate how business services are being supported. This leads to a credibility gap in IT and a lack of confidence by the business, the result of which is intentional over-provisioning of applications, spiraling IT costs and a lack of ability for IT to invest in innovation. This whitepaper looks at the need for IT to develop a new model for communicating with the business, how IT dollars are being spent, and how unnecessary IT costs can be avoided.

Cloud Accelerators are cloud service providers who are showing enterprises and SMBs the way to realize value from cloud computing, and showing other MSPs how they can build margin by offering a range of cloud-based services. In this executive Q&A, Cloud Accelerator and Bird Hosting CEO Michael Wallace discusses how a turn-key private cloud platform has transformed his business, how Bird Hosting has improved its environmental footprint, and more.

Cloud Luminaries are cloud service providers who are showing enterprises and SMBs the way to realize value from cloud computing, and showing other MSPs how they can build margin by offering a range of cloud-based services. In this executive Q&A, Cloud Luminary and PGi CTO David Guthrie discusses how the cloud computing platform helped his company scale up immediately by getting his applications running efficiently in a matter of days, rather than months.

Much is being made of the "the cloud." The money it will save. The agility it will bring to computing. What is less obvious is how IT departments are actively employing cloud services today. How they are reacting to both public and private cloud initiatives. What it will mean over the next couple of years for IT decision makers and implementers. To examine these questions, a study of IT professionals was conducted in North America and Europe to understand their perceptions and plans for cloud computing. The study finds that enterprises are active in the cloud, and their virtualization efforts are contributing to broader "cloud thinking." As a result, the cloud is coming of age within large organizations and aligning IT decision makers and implementers around a cloud computing platform.

In the highly competitive small-to-medium mobile communications market, it is imperative that carriers and operators are able to quickly package, promote, and deploy new and innovative communication services based upon their unique operational requirements – and do this with minimal investment.

Operators in smaller markets, especially new or “Greenfield” operators, struggle to provide features and services that are commonplace in larger mobile markets. One key reason for this seeming disparity is that traditional full-featured solutions are generally designed for a much larger subscriber base, and include equipment and levels of redundancy in both hardware and software beyond the budget capabilities of smaller operators and MVNO’s. These traditional systems are cumbersome, offer little flexibility, are cost prohibitive, and require intensive support resources.

The following whitepaper will explore a different technological approach which mobile operators can leverage to provide a truly full-featured solution at a greatly reduced cost, thereby enhancing the subscriber experience, and becoming far more competitive in their market.

The following whitepaper discusses the 4 trends changing the IVR landscape, including:

• Spoken word replacing button presses - a direct fallout of the ongoing trend from proprietary touch tone-based IVRs to VoiceXML-based IVRs
• The rise of SIP (Session Initiation Protocol) Telephony - more precisely, the rise of SIP-based VoIP (Voice over IP) telephony has given birth to pure software IVR platforms that run on standard servers (no expensive telephony cards required)
• Commoditization of Media Gateways - enabling the shift from TDM-based IVRs to Media Gateways coupled with SIP/VoIP software only IVRs
• Hosted solutions - the shift from on site enterprise IVRs to 3rd party service providers

“With the advent of smartphones and the subsequent rise of the consumption of data and roaming services by mobile subscribers, mobile operators have been faced with the task of providing transparent billing for these services. With the wave of consumers demanding advanced data and roaming services, operators have struggled with finding efficient means for the billing and rating of these services. This has led to an increase in customer Bill Shock when receiving unexpectedly high data and roaming bills, as well as attracted the attention of regulatory agencies looking to establish protections in order to deflect cases of Bill Shock. The following paper will explore the various avenues mobile operators can leverage to provide greater billing transparency, enhance the subscriber experience, and create stronger subscriber loyalty.”

Running a contact center is no easy task. It requires careful planning and a fierce commitment to continuously improve the customer experience. Not only do you have to pay attention to the "traditional" aspects of running a contact center, including training the agents, but technology planning has become increasingly important.

There is a wide range of technology solutions and services available on the market today that can help contact centers adapt and stay competitive, but selecting the right ones to carry out your goals and objectives can be a daunting task.

In this e-book from Interactive Intelligence, you'll learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Here we’ve compiled a selection of the top news stories, features, white papers, case studies, podcasts and videos from the past six months to demonstrate the depth and breadth of the contact center solutions Interactive Intelligence offers, for the purpose of helping readers make better decisions when it comes to contact center technology investments.

It is expected that real-time person-to-person communication, like IP telephony (VoIP),presence, instant messaging, voice, video and data collaboration will be the next big wave of Internet usage. The Internet standard for such communication is SIP (Session Initiation Protocol). For businesses looking to join this burgeoning SIP user community, it is important to ensure that the enterprise network is adequately prepared and safeguarded. However, universal connectivity across the Internet is frequently thwarted because the NATs and Firewalls in an existing network are not SIP capable - a common situation for businesses of all sizes.

Business users evaluating WiMAX for their broadband and Internet-access needs may be surprised to find that the simple portability of the new services may be more useful, at least for right now, than the cellular-like capabilites that qualify WiMAX as a true next-generation wireless technology.