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TMCnet offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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Beaufort Memorial Case Study
Learn how Beaufort Memorial was able to replace pagers and eliminate their costs in several of their hospital departments with the mobility and communications capabilities of Imprivata Cortext. More than 200 clinicians at Beaufort Memorial are using Imprivata Cortext to streamline clinical workflows and coordinate more efficiently, while safeguarding PHI and ensuring HIPAA compliance.
CIO’s Guide
The risks associated with sending Electronic Protected Health Information (ePHI) via unencrypted text messaging are significant. This whitepaper provides a detailed overview of the HIPAA Omnibus Rule, including HITECH Meaningful Use mandates, as it pertains to secure texting messaging of ePHI. It also covers best practices for instituting a secure text messaging policy within your healthcare organization and a vendor comparison checklist for meeting security, administrative, security and vendor requirements.
Are you Ready for 2020?
In 2020, it's predicted that over 30 billion things will be connected. For contact centers, this means incoming data will increase dramatically. Ways to manage this data, including, multi-channel capabilities and analytics are going to be a must as customers connect with you in a variety of new and different ways. As data levels increase, so will customer expectations. Are you ready for 2020?
Innovating in the Contact Center: Why Settle for Good When You Can Be Better?
Being innovative isn't just about finding and implementing new technology, it's about making processes already in place better. As customers continue to voice their opinion or reach out for help in various ways, you must be able to anticipate the medium they choose to proactively analyze incoming data. The ability to predict what your customers really want will keep them coming back. In this white paper, Brad Snedeker, Innovation Center Manager at Calabrio, explains the importance of having a vision and finding innovative solutions in your contact center. If you don't have an innovative way to capture and use all the data generated by your contact center, chances are, your customer service goals are not being met.
Enhancing Mobile Development with Klocwork Checkers for Android
Over half of all smartphones sold today use Android, and it's a popular choice for embedded systems. Developers in various parts of the Android stack have unique security and error detection needs - areas where static code analysis can help. While many analysis tools fail to understand the Android stack, Klocwork has a knowledge base of every function call in the platform, helping developers produce more secure code with fewer defects. This white paper explains these checkers using real code examples.
Challenging Some the Myths About Static Code Analysis
Static code analysis is the analysis of whole-program source code without actually executing the program. It has many benefits - fewer defects, faster delivery times, better standards compliance - but a number of interpretations and misconceptions about the technology have emerged over time. This white paper addresses some of the myths associated with SCA and provides examples of how it provides you, the developer, with real value.
TantaComm has a "Fresh Message" for the Contact Center Marketplace
Contact centers are demanding more flexibility, higher value and better responsiveness. With a 98 percent annual customer retention rate, TantaComm is exceeding customer expectations with their industrial strength interaction recording and quality management solutions. TantaComm's approach is to provide customers more flexibility in how they do business today as well as in the choices they will need to make in the future.
Maximizing Agent Flexibility and Satisfaction with Intelligent Agent Self-Service
According to Dimension Data's 2013/2014 Contact Center Benchmark report, attrition is up 26% from the previous year. Contact center agents often leave their positions due to inflexibility with their work schedules. Solving this challenge is the objective of the latest WorkFlex offering - Intelligent Agent Self-Service.
A One-Stop Shop to Flexibly Address Any Customer Interaction Requirement
Enghouse Systems
Traditionally, when selecting business applications, organizations feel restricted to a deployment model or deployment configuration, which often leads to them making compromises on features and functionality.

What should matter the most is delivering the results your business, and its customers, require - and doing so without having to worry about how the business applications are deployed.
Q&A Session with AT&T's Mike Troiano
There are more than 16 million - and growing - wirelessly connected machines on the AT&T network. That's more than any other U.S. carrier. Over the past few years, AT&T has been the U.S. cellular M2M market share leader with nearly half of all connected devices. In this Q&A you will learn how AT&T is working to deliver solutions that enable customers to benefit from M2M, the Internet of Things and big data.
Increasing Sales Opportunity Through Marketing Compliance
List scrubbing is often used in an attempt to remain compliant with marketing regulations. However, this process does not cover the myriad of compliance laws and often unnecessarily suppresses contacts 20 - 60% of the time. In this Strategic Solutions Series you will learn how the cloud is enabling companies to remain compliant and increase sales.
Benchmarking Can Be Hazardous to Your Operation's Health!
JD Power
Your contact center relies on benchmarking performance to assess and strategize key business objectives. But, is your organization falling victim to benchmarking hazards? In this whitepaper, Mark Miller, senior director of contact center solutions at J.D. Power, explains benchmarking hazards to avoid and tips to improve your benchmarking strategies. These true benchmarks can help an organization reach targets and maintain a culture of ongoing improvement.
Certification - Great Programs Help Your Brand; Bad Ones Can Hurt
JD Power
Herb Williams-Dalgart, senior director of certification and performance improvement at J.D. Power, spoke with CUSTOMER magazine to help us understand the benefits and challenges organizations might face when pursuing a certification program. For certification programs to be successful they should enable organizations to build and support a culture of excellence, highlight performance efforts, and ensure key standards are consistently met.

In this white paper, Herb outlines the main elements of a great certification program, reasons not to pursue a certification and the pitfalls of being unprepared prior to the process.
HigherGround Can Take Your Contact Center to New Heights
Technology can be a great help in making a contact center more efficient and effective. With the right tools and the right people, contact centers can focus on providing superior customer service and meeting business goals. HigherGround seeks to enable contact center efficiency with its call recording and advanced dashboard solutions.

In this Strategic Solutions white paper you will learn about HigherGround's call recording solution, Calibre, and the advanced dashboard, Calibre Analytics Dashboard. Both solutions are very user-friendly and easily customizable.
Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications
M2M has already had a massive impact in the global transportation sector. It's becoming a mainstay of transport operations where freight needs to be delivered rapidly and safely. It's helping logistics companies manage global fleets to ensure that consignments arrive in optimum condition. M2M has taken tracking to a new and much more sophisticated level, creating new possibilities for companies wishing to track freight and vehicles.
Manufacturing Industry Brochure
M2M technology can save you time and money while transforming the way you run your business - from design through to post-production. M2M solutions provide you with real-time data to help you optimize each stage of your product lifecycle - enabling you to drive down costs and serve your customers better. Find out how manufacturers are already using our M2M solutions to improve processes, cut costs, and offer a better service to their customers.
Connected Revolution
With competitive pressures intensifying and the pace of innovation accelerating, recognizing key trends, understanding their implications and, where appropriate, responding decisively is essential to remain successful.

This paper describes our thinking relating to understanding the impact of the connected revolution. If you are interested in topics such as the growth of the Internet of things and machine-to-machine (M2M), the opportunity it represents for businesses and the requirements for success, then you will find this of interest.
Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting
In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1's were used, companies typically added circuits in blocks of 24. SIP changes all this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required.

To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake.
How to Select a Workforce Management Solution for your Call center
Monet Software
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center. This will ensure you find the right solution for your contact center and get the most out of it.
Opengear Enhances Your Cisco Out-of-Band Management
Opengear can help you create a comprehensive Out-Of-Band management solution for your supervisor modules by creating a highly secure and isolated management network using two Opengear IM4216-34 console servers. These units support both serial and Ethernet connections and can create a separate and secure management network. These units also help restore and upgrade IOS images using their built-in TFTP servers and 16GB of internal flash. All serial and IP access can be controlled thru access lists and firewall rules.
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