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The Chatbot communication revolution and telco messaging gateways
Xura
06/21/2016
Changes in consumer behavior with the adoption of OTT services and apps, means that device users have shifted away from voice calls as the primary method of interaction to chat. In fact, a preferred way of communication with companies, brands or enterprises today is via chat. With this evolution, chatbots have come to the fore, offering a method of frictionless, natural subscriber interaction. The Chat Bot communication revolution and telco messaging gateways, looks at what chat bots are, how they will be used, and the impact they will have on apps and websites. The paper will also address how mobile operators can leverage the chatbot revolution with telco messaging gateways.
Navigating the RCS Journey in the Google age
Xura
06/21/2016
The recogniszed and universal operator RCS challenge was recently addressed by the agreement between the GSMA, Google and a number of key mobile operator groups. The intent of the agreement is to ensure that the more than one billion android users will be enabled with a common profile for RCS services providing a consistent and interoperable messaging experience between all android devices across all operators worldwide. The goals is that the RCS service will interwork across operator networks seamlessly when subscribers are roaming, similar to SMS. Navigating the RCS Journey in the Google Age, will address the developing promise of RCS, the evolved RCS service today and laying the foundations for an RCS future.
Exploring SS7 fraud that threatens mobile network security and subscriber privacy
Xura
06/21/2016
Given that mobile communications is a prime target for hackers who desire to penetrate critical infrastructures and businesses, mobile operators must define and implement protective measures quickly to safeguard their networks before subscribers, organisations, and even governments fall prey to misuse. Exploring SS7 fraud that threatens mobile network security and subscriber privacy, exposes the vulnerabilities and threats that are impacting the SS7 signalling network, the exploitations that can take place today and the measures operators can put in place to solve this growing security issue.
Network Function Virtualization (NFV) and the evolution of messaging Infrastructure
Xura
06/21/2016
More than just a buzzword, Network Function Virtualization (NFV) is a complete shift in the architectural approach for most mobile operators as they move from fixed dedicated hardware resources to a dynamic agile network design. Now gaining momentum, this shift is achieved by abstracting functional software from the underlying hardware via virtualization, and enabling a greater degree of network elasticity. Network Function Virtualization and the Evolution of Messaging Infrastructure, will address the relevace of NFV to the mobile operator in a messaging environment, as well as the near term benefits such as lower Capex and Opex, increased business agility and new commercial opportunities.
Navigating infrastructure chaos to implement a future proof messaging solution
Xura
06/21/2016
We, in the mobile industry, are in the midst of evolutionary chaos, witnessing changing markets, network convergence and disruptive technologies such as virtualization and NFV. Operators are scrambling for options as they observe declines in ARPU, high churn, compressed product lifecycles, shifting customer expectations, fierce competition, and the need to amortize previous investments in legacy infrastructure. As an important revenue contributor, messaging is an area that is top of mind and warrants infrastructure attention immediately. Navigating infrastructure chaos to implement a future proof messaging solution, will address how mobile operators can tackle this state of change through an evolutionary path and single consolidated messaging platform that has the ability to provide all messaging services and supports the evolution towards cloud services, virtualization and NFV.
7 Tips for More Effective Call Center Scheduling
Monet Software
06/21/2016
In these challenging economic times, every call, every customer interaction and every dollar counts. Many CRM and contact centers still use spreadsheets or other manual tools to manage their workforce and pay dearly every day, due to inefficient schedules, overstaffing or missed service levels. We have created a list of 7 best practices for call center scheduling to not only keep your call center running efficiently, but maintain service levels, customer base and revenues growing.
Maximize the Mobile Learning Experience
Avaya
06/20/2016
Smart Campus: Break down classroom walls with a smart technology strategy.

70% of K-12 and IT administrative decision-makers said preparing students for the future workforce was one of the main drivers for adopting classroom technology. Read how to prepare your network for a digital-first classroom experience in this report.
Engagement Everywhere
Avaya
06/20/2016
Engage everywhere to improve everywhere.

Two out of three executives under the age of 35 are frustrated by technology at work, but believe they can be more productive with information sharing, and that better communications will positively impact business growth. Find out how else the digital revolution is impacting midsize businesses.
Building a Borderless Business
Avaya
06/20/2016
Build a better midsized business without borders.

Empower your employees — through business collaboration and communications solutions like video, audio and web collaboration — to help grow revenues, improve customer loyalty, and boost productivity. Learn more in this white paper.
Critical Capabilities for Wired and Wireless LAN Access Infrastructure
Avaya
06/20/2016
Gartner Report: Critical capabilities for your LAN access infrastructure.

Does your wired or wireless LAN access solution have the right capabilities for your enterprise? See how Gartner ranked 14 vendors in six common enterprise use case scenarios in this report.
Bell Centre Case Study: The World’s Third Largest Event Center Scores Big with Fans
Avaya
06/20/2016
Unlimited, anywhere connectivity for an always-on event center.

To support fan engagement, meet the demands of event organizers and performers, and enhance digital advertising opportunities, Montreal’s Bell Centre turned to a stable, flexible and powerful networking solution from Avaya. Read this case study to learn more.
Customer Engagement: From Interactions to Relationships
Avaya
06/20/2016
Differentiate your organization through customer engagement.

Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now.
6 Critical Trends in Smart Healthcare Technology
Avaya
06/20/2016
Discover the technological solutions to deliver better patient outcomes.

From patient satisfaction to mobility to security, technology’s role in healthcare is changing rapidly as costs go up and demands of an aging population skyrocket. Explore this infographic to learn the six major trends in smart healthcare you need to know now.
Best Practices for Deploying a Modern, Predictive IVR System
IntelePeer
06/08/2016
Automated response systems, or IVRs, are a common source of frustration for customers that must wait to speak with an agent and navigate long menus before finding a resolution. In addition, customer expectations for support have increased. Organizations need to prioritize modernization of their IVR systems, incorporating them into their Omni channel customer experience strategies. This whitepaper by Ovum, a market research firm, provides recommendations on how contact centers can create a more integrated IVR experience that will minimize transfers, improve resolution rates, and gain more satisfied customers.
How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
CallMiner Eureka
05/09/2016
Analytics is one of the most powerful technologies available to contact centers. It helps enhance the customer experience across all touch while reducing operating costs, improving agent productivity, and increasing revenue. And it does points while enabling call centers to maintain TCPA, FDCPA and other regulatory compliance. Download the white paper, “How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI,” to find out how.
Moving Beyond Interaction Analytics to an Omnichannel World
CallMiner Eureka
05/09/2016
Omnichannel is the future of customer service and support. Download the white paper “Moving Beyond Interaction Analytics to an Omnichannel World,” to find out what you can do NOW, to prepare. While speech and interaction analytics have proven invaluable in a multichannel environment, as omnichannel gains prominence, firms will need to understand and embrace Customer Journey Analytics, also referred to as Customer Engagement Analytics.
How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes
CallMiner Eureka
05/09/2016
This guide, “How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes” explains in layman’s terms what the new Telephone Consumer Protection Act rules mean for call centers, their potential impact and how to apply them. Interaction Analytics is a proven resource for helping contact center operators comply with the new prior express consent (PEC) requirements as this white paper will explain.
Best Practices: VoIP Security Guide
IntelePeer
05/06/2016
Voice over Internet Protocol (VoIP) can provide cost savings and increased flexibility for your business that other voice systems can’t match. But it also comes with a number of potential security threats that need serious consideration. An experienced VoIP provider like IntelePeer can help you minimize your security risks in VoIP environments.

From detailed security threats to best practices to what to expect from a support team, we’ve created this guide to help you understand how to minimize security risks before making a large investment with any particular service provider.
Why Healthcare is Moving to the Cloud
IntelePeer
05/04/2016
The future of healthcare lives in the cloud. With wearable devices and mobile technology, more patients are seeking flexible healthcare options that meet their global lifestyle. Cloud technology allows for greater data storage, a more robust collaboration and stronger security of patient records. Healthcare is only now realizing the necessity to create outstanding customer experiences to retain patients. The healthcare providers that understand customer experience is the differentiating factor patients use to decide which healthcare provider they use are the ones who are successful and will thrive in the future. And the cloud is the key to great customer experience.
SIP Security Whitepaper
IntelePeer
05/04/2016
As with any data or communication service, it’s important that all enterprises understand potential security issues related to SIP Trunking. This paper provides an overview of relevant industry requirements and recommendations along with how those requirements are addressed when using SIP services. Additionally, information regarding secure connectivity options and best practices is included to enable enterprise managers to have meaningful discussions with service providers in order to evaluate service offerings and minimize potential risks and interoperability concerns when connecting multiple vendor platforms.
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