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Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation
Serenova
Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.
The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models
Serenova
Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.
Smart Delta: Secure Over-The-Air (OTA) Tehcnology for Remote Management of IoT Solutions
HARMAN
The white paper discusses an Over-The-Air technology (OTA) technology - Smart Delta - that produced a 10-fold reduction in size when updating a software payload to an IoT device within a smart city, smart building, infrastructure, industrial automation, consumer wearable, or a healthcare setting. The paper addresses use of in-house OTA solutions, references security considerations, and outlines industry examples to underscore the remote management considerations in IoT.
Realize New Services in an Instant with a Distributed NFV Architecture
Ciena
Enterprise networks are typically deployed with routers, firewalls, WAN optimizers, security, and other proprietary, dedicated network appliances. A Distributed Network Functions Virtualization Infrastructure (D-NFVI) changes all that by decoupling network functions and allowing them to be placed when and where they are needed. This paper discusses some of the important features of D-NFV that enterprises need to know before getting started with NFV.
Winning the Expectations Game in Customer Care
Nuance
The pressure is on to meet rising consumer demands for easy, effortless and integrated service experiences across an ever-growing number of channels. As a result, the customer care delivery model is about to change dramatically, according to researchers at McKinsey and Company.

Download their latest research report “Winning the Expectations Game in Customer Care” to learn:

• The five trends that will shake up today’s customer care delivery model and change the role of your contact center.
• How automation is rapidly changing the requirements of traditional contact centers.
• Why technologies such as virtual assistants and bots will ultimately serve as gatekeepers to critical channels such as voice, chat and IVRs.
• The top priorities of customer care leaders in 2017 and beyond.

Don’t miss this compelling report on how to best position your organization to maximize customer loyalty and revenue in the next five years.
A GridGain Systems In-Memory Computing White Paper
GridGain
With the cost of system memory dropping 30% every 12 months, in-memory computing has become the first choice for a variety of workloads across all industries. In-memory computing can provide a lower TCO for data processing systems while providing an unparalleled performance advantage.

In-memory computing technologies take many forms, ranging from in-memory data caches on a single server to in-memory databases (IMDBs), in-memory data grids (IMDGs), and comprehensive in-memory computing platforms (IMCPs). High performance in-memory computing technologies can even allow real-time analytics to run on operational datasets, enabling the implementation of hybrid transactional/analytical processing (HTAP) systems that can provide significant cost and complexity savings.

The GridGain in-memory computing platform provides a way to simplify the HTAP architecture for IoT databases and analytics. It addresses the needs of both transactional and analytical processing and also provides persistency and event processing — all in a high-speed, linearly scalable platform. And GridGain is just one core technology with one skill set to learn.

This white paper provides an overview of in-memory computing technology with a focus on in-memory data grids. It discusses the advantages and uses of in-memory data grids and introduces the GridGain In-Memory Data Fabric. Finally, it presents a deep dive on the capabilities of the GridGain solution.
High Availability DNS Reduces Downtime Risk and Improves End-User Experience
Dyn
Global DNS performance and availability are critical to user experience. According to Gartner, “DNS is mission-critical to all organizations that connect to the internet. DNS failure or poor performance leads to applications, data and content becoming unavailable, causing user frustration, lost sales and business reputation damage.” But many businesses still rely on a single, often in-house DNS solution that lacks global scale and resiliency.

This white paper reviews the business advantages of implementing a high availability DNS architecture using redundant DNS services. You will learn:

• The critical role DNS plays in the user experience.
• The risks of relying solely on a single DNS solution.
• The added performance and reliability benefits of a high availability DNS architecture with a redundant managed DNS service.
• Criteria for evaluating a managed DNS service provider.
Delivering the Promise and Value Through Outsourcing
USA800
Take a look at how you can accurately assess the ROI of outsourcing a call center; what a good outsourcing opportunity looks like; warning signs of a break down after an outsourcing agreement is reached and potentially overlooked ROI opportunities. It’s all there in USA800's white paper Delivering the Promise and Value in Outsourcing.
High-Performance Data Architectures for the IoT: A GridGain Systems In-Memory Computing White Paper
GridGain
By 2020, Gartner expects the Internet of Things (IoT) to have over 20 billion connected things. With this many connected devices transmitting information, there will be an enormous amount of processing required to derive value from this data. To cope with this rapid expansion in the Internet of Things, successful IoT platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

This white paper takes a look at popular use cases for and components of IoT. It then discusses the challenges caused by typical approaches to IoT data architecture and its associated resource requirements. You will learn how an in-memory computing platform can simplify this architecture and reduce your team’s learning curve.
Advanced Process Automation: Setting New Standards of Service in Front & Back Office Operations
NICE
With service-level expectations rising more quickly than budgets, back-office employees are just as critical a component in building and sustaining profitable customer relationships as their counterparts in the sales and service departments. Every point of contact, whether it be direct or indirect – a bill, a call to the contact center, an online interface or a step in the claims process – has the potential to make a customer feel more or less engaged with the company. Each point of contact is an opportunity to meet rising customer expectations, grow the business by upselling a product or service, or, conversely, to make an error or lose a customer.
Four Futurists Give Insight into What It Means to be a Social Business
IBM
At Connect 2016, the premier social business and digital experience conference, IBM pulled together forward-thinking influencers we call Futurists to discuss what it means to be a social business today and in the future.
Empower Innovation with the Right Unified Collaboration Solution
IBM
This comprehensive e-book delivers insight for IT leaders on how to choose the right collaboration solution. It covers the importance of collaboration, leveraging collaboration within organizations, and extending beyond. Key components include email, chat, meetings, content, social networking, and the benefits of using a unified solution with all of these core tools. The best solutions also have personal assistance with cognitive capabilities, are extensible, and can scale to small and large organizations like Connections S1 with Verse email. The eBook offers advice on getting started: research, selection of the right solution, as well as migration and incorporation into current processes.
The Business Benefits of Managed IT Services
DSCI
Technology moves fast, but managed IT services will keep you ahead of the curve.

Companies of all sizes are putting their trust in managed IT services. According to industry research, 61% of businesses plan to invest in this solution within the next two years.

Although most businesses initially choose managed IT services as a way to drive down the cost of IT support, it doesn’t take them long to discover the added benefits of proactively maintaining critical systems and quickly responding to unexpected technical issues.

Download DSCI’s whitepaper, The Business Benefits of Managed IT Services, for our insights on the positive impact managed IT services will have on your business.
The Business Benefits of Hosted UC
DSCI
A powerful way to keep your business connected. . .Hosted Unified Communications (UC) is dramatically changing the way companies do business. Hosted UC unleashes productivity by providing a full suite of advanced communications tools, combined with the benefits of outsourcing the management of the system.

Download DSCI’s whitepaper for useful insights on how hosted UC can impact your business communications immediately and for years to come – all for significantly lower costs than you might expect.
10 Hidden Costs of a Premises-Based Phone System
DSCI
Many premises-based phone system manufacturers claim that the five-year costs of their systems are lower than an equivalent cloud PBX alternative. What the premises guys won’t tell you about is all the extra hidden costs that come as a result of the limitations of their hardware and software.

Costs of a Premises-Based Phone System, for the questions you should be asking a PBX manufacturer.
Data Man: Saving One Network at a Time
DSCI
Network problems can strike anywhere and at any time. Users fear them; IT departments dread them. That’s where our hero comes in to the story...

The Case of the Bandwidth Blunder

All was calm that sunny day in Server City. Steve Easton, the network administrator at the city’s biggest company, was enjoying his first cup of coffee when an urgent call came in. . .“My connection is so slow I can’t get my online meeting started. I have 100 sales people waiting for me! Please fix it – now!” It was Leslie Higgins, the company’s vice president of sales. Closing his door, Steve put on his black-rimmed glasses. They didn’t look like much, but once on his face, Steve’s true self was revealed as he became… Data Man. How will Data Man solve the case of the Bandwidth Blunder? Will Leslie be able to start her meeting on time? And will Steve ever get to finish that cup of coffee? Don’t wait on the edge of your seat – find out now with DSCI’s e-comic book, The Network Chronicles!
Measuring the Business Benefits of Knowledge Management for Customer Support
RightAnswers
This whitepaper reports on the measurable results customer service organizations have attained through knowledge management – or their “Return on Knowledge.” Successful companies recognize that customer service is one of their most vital business functions. Yet the knowledge needed to solve those problems is typically fragmented throughout the organization. Learn how effective knowledge management delivers timely and accurate solutions to customer problems and drives greater customer satisfaction.
UI Development and Graphics Strategies for Today's Embedded Devices: Performance Matters!
Mentor Graphics
The importance of getting your interactive graphical user interface (UI) right for the end user is absolutely critical to the success of any project. By understanding the most common occurring issues, or issues cited as the most frustrating/degrading experiences in the UI experience, and by taking a holistic view of the system across layers (OS, middleware, application) with these specific UI aspects considered, you can achieve the UI you and your customers’ desire. This white paper will discuss the types of performance problems, the complexity and benefits of using multicore SoCs, and how best to take the performance metrics and use an advanced analysis method to help identify and fix the problems.
Developing Effective Design Strategies For Today's Wearable Devices: Security
Mentor Graphics
We love our wearables, but wearable devices connected to public networks supporting bi-directional data flow make our devices...and us...highly susceptible to attack. Security can no longer be thought of as an “after thought” to embedded system design; development teams must design in security methods and adopt a security development lifecycle approach that meets the appropriate security level. Designing embedded software with the proven security capabilities of Mentor Graphics Nucleus®; RTOS and Nucleus SafetyCert™ to meet the stringent safety and regulatory requirements for embedded systems, with a process model for space partitioning and support of ARM®; TrustZone®; technology, can protect your embedded design against security threats.
A New Way to Work: Futurist Insights to 2025 and Beyond
IBM
Get insights and strategies from futurists on transforming the workplace at the speed of customers.
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