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5 Reason Skype For Business is a Natural Fit for the Contact Center
Clarity Connect
04/22/2016
Thousands of companies have successfully deployed millions of Skype for Business seats, yet many still don’t think of it as a platform for their contact center.

Learn how a Skype for Business contact center is a great fit for:

• Multi-channel communications
• Cloud contact centers
• Development and extensibility
• Employee mobility
• Significant cost savings

Read the free white paper on what you can accomplish with a Skype for Business contact center
Centerity – The First Predictive BSM Solution for SAP HANA!
Centerity
04/08/2016
Technology cooperation between SAP Co-Innovation Labs and Centerity brings holistic Business Service Monitoring (BSM) capabilities to the entire SAP environment including SAP ERP, SAP Infrastructure and SAP HANA. Centerity Monitor has been tested by SAP Labs and this document describes that testing process and SAP’s conclusions.

Centerity’s BSM solution was chosen for this integration over several other vendors due to the fact that Centerity is an established player in this domain and already has “out of the box” monitoring capabilities to SAP Systems (e.g., CCMS-based monitoring). Centerity was challenged by SAP to demonstrate the rapid implementation capabilities of its BSM solution within the existing service environment of SAP Co-Innovation Labs Israel and the ability to integrate HANA KPIs into its monitoring solution. While modern IT monitoring solutions provide various features, the focus of this SAP Co-Innovation Labs integration was the enablement of full BSM stack monitoring for a HANA-based environment.
Delivering Holistic Business Service Management for SAP HANA
Centerity
04/08/2016
Cisco partners with Centerity Systems to provide BSM for in-depth visibility of SAP HANA IT / business environment.

The groundbreaking SAP HANA in-memory database platform is revolutionizing business workflows for many enterprise companies by delivering in-memory processes that enable real-time analytics, transactions, and predictive processes. By combining database, data processing, and application capabilities in-memory, SAP HANA enables companies to analyze vast stores of data and generate in minutes or even seconds complex reports that previously may have taken days or weeks to create. To help ensure quality performance, SAP works with trusted partners such as Cisco to deliver hardware and software as an integrated environment dedicated to running SAP HANA.

When Cisco looked at the market, Centerity Monitor, a Cisco compatible product, addressed all of the management challenges. Centerity delivers comprehensive Business Service Management (BSM) capabilities to the integrated SAP HANA IT / Business Environment with the flexibility to cover a broad range of equipment and applications that may support the SAP HANA environment.
Centerity Simplifies The Israeli Air Force’s Critical Information Systems Monitoring
Centerity
04/08/2016
Enterprise System Fully Installs in 4 Weeks, Reduces Critical MTTR By 80%

Protecting the security of a nation in the middle of one of the world’s most unstable regions leaves no room for error. The mission of the Israeli Air Force (“IAF”) is to defend the existence, territorial integrity and sovereignty of the State of Israel, to protect the inhabitants of Israel and to combat all forms of terrorism which threaten its daily life. To accomplish this, the IAF’s IT infrastructure needs to be at the highest state of readiness possible in order to coordinate all of the Air Force’s assets and resources.

The IAF implemented Centerity’s IT and BSM performance & availability monitoring platform to efficiently maintain its IT assets, proactively prevent disruptions and effectively reduce mean-time-to-restore (“MTTR”) via Centerity’s Business Service Management (“BSM”) capabilities to define and collectively manage critical processes. This paper addresses: (1) Industry Best Practices for establishing an efficient Enterprise-Class Monitoring Solution; (2) IAF’s Requirements; (3) New Solution Selection Process and Findings; (4) Implementation of Centerity; and (5) Business Impact of the Centerity deployment.
New Revenue Opportunities Service Providers in Public, Private or Hybrid Cloud Applications
Centerity
04/08/2016
Service Providers are always looking for new service opportunities with high margins and low delivery costs. While IT and Cloud Monitoring is not new, Centerity’s next-generation approach combined with a service-centric focus is. This service-centric approach is what’s needed to promote the transition to the “3rd Platform of IT Innovation” described by IDC in a 2014 report.

Legacy monitoring tools were typically created with one of the following two approaches in mind. The first approach was technology domain-centric meaning that these tools focused on only a single technology domain. This “silo-ed” approach focuses on only one technology and can’t understand its impact or interdependency with other technologies in delivering a service. The second approach was, in theory, a cross-domain approach with aspirations of being a service-oriented platform but being an assembly of silo-ed approaches lacks the dynamism necessary in today’s complex, hybrid environments.

Centerity’s new approach to Cloud Monitoring is to create a unified platform providing end-to-end coverage via a single, software appliance purpose built to be both service-centric and application-centric. Due to its broad coverage, Centerity can offer comprehensive Business Service Management (BSM) process views where technology interdependencies are well understood enabling IT to become a dynamic business-driven culture.
Next-Gen BSM: A New Path to Integrated, Service-Centric IT Availability and Performance Monitoring
Centerity
04/08/2016
The pinnacle of integrated, service-oriented management strategies is embodied by Business Service Management (BSM) solutions. Such products are intended to bring together a holistic/systemic view of IT infrastructure and services, recognize relationships between collections of elements, and put them into context regarding how they support business activities and processes. Large enterprise organizations have been the sweet spot for traditional BSM framework solutions, but product complexity, integration costs, and services needed for deployment and maintenance have made them impractical for the broader IT community. A new breed of next-generation BSM offerings is arising to provide more cost-effective answers that intrinsically unify data across IT technology domains, lowering both acquisition and deployment costs. This paper discusses the essential requirements for successful BSM deployments, examines how Next-Gen BSM solutions differ from traditional alternatives, and reviews a Next-Gen BSM solution offered by Centerity in light of those requirements. By Enterprise Management Associates.
Modern Call Center Best Practices in the Age of Siri
Spoken
03/29/2016
Siri and smartphone virtual assistants like it have affected customer expectations for the voice channel in the modern contact center. However, most Interactive Voice Response systems fall short of those expectations. Modern Call Center Best Practices in the Age of Siri offers concrete tips on how to meet caller expectations while saving money and keeping customer satisfaction at an all-time high.
How to Budget for Enterprise Software
TMCnet
03/28/2016
If your enterprise is not using leading-edge software — assured and upgraded frequently from a trusted vendor and employed by well-trained people — your enterprise could be imperiled. This strategic white paper explains what Enterprise Software is, discusses why and how to budget for it, and how vendor selection is a critical part in making the right software choices to achieve optimal overall performance.
Empower Your Business with Continuous Communications
8x8
03/28/2016
Enterprise conferencing and collaboration technologies today stand at an exciting crossroads. Solutions that were once considered consumer technologies are moving into the enterprise. Never has this trend been more pronounced than now, as consumerization of IT and mobile device proliferation increasingly break down the walls between business and consumer use. As a result, enterprise solutions must become increasingly simpler to deploy and more intuitive to use. At the same time they must deliver a secure and seamless communications experience. As the worlds of consumer and business communications blend, walking the line between the two has become top of mind for users and IT decision makers alike. Businesses must capitalize on these tectonic shifts in user preferences by deploying agile communications that today’s mobile users need in order to collaborate effectively wherever they are.
5 Common Pitfalls of Project Management Software Implementation
Project Insight
03/22/2016
For a successful implementation, you must have a product that fits your needs, leadership to sponsor your implementation, and a business process defined that blends with the software you’ve selected. Using real world example, we will dive into 5 common pitfalls of project management software implementation and adopt and discuss why project teams are adopting project management solutions and how the market is growing.
Irving Materials uses Quantifiable Analytics to Manage Business
8x8
03/22/2016
In this 80 seconds, see how Irving Materials, the largest privately held construction company in the US, utilizes 8x8 Virtual Office Analytics to track call analytics, such as call volumes, where calls were placed, number of calls, call quality.

Virtual Office Analytics helps Irving Materials gauge their business and helps their management team get an idea of the call traffic that’s coming into the different locations.
Step up to Enterprise Cloud Communications and Save
8x8
03/22/2016
Move up to the cost and performance advantages of 8x8 Virtual Office business phone service.

Virtual Office answers the call for your company to save serious money on business phone service—all while delivering enterprise-class features to your fingertips. With Virtual Office, you get all the business features that Fortune 500 companies have come to know and appreciate, including an auto attendant, corporate directory, music-on-hold, conference bridge and more. Local, long distance and international calls are more cost effective because we leverage the power of Voice over Internet Protocol (VoIP) to reduce costs for you. We deliver our phone services and features right over your Internet connection. Because it’s all in the cloud, customers typically save up to 90% off the start-up costs of traditional premises-based PBX systems and up to 50% off monthly phone bills.
Why Cloud is Always Less Expensive
8x8
03/22/2016
There is a misperception out there that cloud is more expensive. It is a common error and is largely a result of applying premises-based best-practices when comparing solution alternatives. Because standard TCO studies often fail to properly value key strengths of cloud-delivered services, they can lead decision-makers astray.

But if the TCO approach is wrong, then what’s right? The first step is understanding how cloud-delivered solutions, such as cloud telephony, benefit an organization. Comparing only costs is misleading without fully understanding the differences in benefits such as agility and lower risk.

Download this analyst white paper to discover the 9 key ways cloud communications can lower risk and deliver benefits beyond TCO to your organization.
Magic Quadrant for Unified Communications as a Service, Worldwide
8x8
03/22/2016
Read the 2015 Gartner Magic Quadrant report to compare 20 Unified Communications providers.

For the fourth year in a row, 8x8 is a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. See what makes us different—and why you should consider the cloud to expand or replace aging, inadequate business phone systems, meeting services, and call center software.

Read the full report to:
• Learn why 8x8 is positioned as a leader.
• Compare the strengths and weaknesses of 20 leading UCaaS providers.
• Gain critical insights into how to choose wisely.

Don’t make critical decisions about your communications systems without first knowing what Gartner, the world’s leading information technology research and advisory firm, has to say.
Manage Communications Better with Insightful Analytics
8x8
03/22/2016
You depend on your phone system to connect with customers and colleagues. But without the right analytics to measure how those connections are working, you’re missing opportunities. 8x8 Virtual Office delivers an unmatched suite of analytics tools that give you enterprise level business intelligence about your communications. Virtual Office captures finely detailed data on all call activity associated with your 8x8 cloud-based PBX—and presents it to you in easy-to-use views and reports, allowing you to take quick, decisive action.

Get fast answers about internal and external call activity, call queues and ring groups and the network health of your communications system. Put that information to work for you.
The Elephant Herd in the Room: Why other Enterprise VoIP Providers Don’t like to Talk about Compliance, Security and Reliability
8x8
03/22/2016
There’s an elephant in the room. A whole herd of elephants, in fact. When it comes to compliance, security and reliability, the silence among VoIP providers is deafening. But there’s one VoIP provider that has plenty to say on these topics.

Download this white paper, The Elephant Herd in the Room: Why Other Enterprise VoIP Providers Don’t Like to Talk About Compliance, Security and Reliability, and learn:
• New compliance requirements, including HIPAA rules for business.
• Security and compliance concerns that should be top of mind.
• Availability and reliability metrics that other VoIP providers won’t talk about.

FREE CHECKLIST included: 10 Tough Security, Compliance and Reliability Questions to Ask Your Communications Provider
Six ways to Simplify Billing and Save with Business VoIP
8x8
03/22/2016
More managers, business owners and CFOs are looking at their hardware-based PBXs and local phone services as business-hobbling money pits, full of extras fees and multiple, hard-to-reconcile bills. And, they’re turning to business VoIP and virtual PBXs to pave them over.

Discover the 6 ways business VoIP simplifies billing and saves money including:
• Predictable, consolidated bills for simplicity and financial control.
• Elimination of maintenance, repairs and consulting fees.
• Reduced costs for international calls.
• Download the eGuide to get the details on all six strategies!
25 Business Phone Service Features Your Business Can’t Afford to do Without
8x8
03/22/2016
How many features does your business really need in a phone system? Which are worth paying for, and which are over-hyped?

Learn how to choose wisely in this white paper, which includes a free, one-page checklist.

You’ll learn how to save money and select the features that will make your organization look bigger, better, and more professional to your customers. When it comes to business phone service, what really makes an impact?
Forrester Research Report: Security & Risk Pros Must Empower Employees to Prevent Phishing Attacks
Mimecast
03/22/2016
Technology Alone Won’t Stop Email Phishing Attacks; Security Awareness Is Critical

Forrester Research examines where email security awareness regarding phishing threats is going wrong and how security and risk (S&R) pros can revamp their email security awareness programs to empower employees to protect themselves and their firms from phishing attacks.

Key takeaways include:
• Businesses are falling for email phishing attacks
• Overhaul email security awareness to combat phishing threats
• Phish your own company for better education and insight
Countdown to Compromise: The Timeline of a Spear-Phishing Attack
Mimecast
03/22/2016
Your business is at risk from a spear-phishing attack. See how it will take place – step by step.

A spear-phishing attack could bring your company to its knees – today. For all you know, you may already be under attack. That could result in a data breach that lands your company in the glare of the news cameras – and in hot water with your customers, partners and investors.

This whitepaper, Countdown to Compromise: The Timeline of a Spear-Phishing Attack on Your Organization, shows you exactly what happens in the days before, during and after an attack. You’ll get:

An inside look at how attackers steal credentials, customer data and intellectual property
• A timeline of how the attack will play out
• Details of mistakes made and vulnerabilities exposed
• Ideas for how to prepare your employees and systems
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