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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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Forrester Report: Contact Centers Must Go Digital Or Die
6/16/2015 4:31:11 PM
Rework your contact center technology and staffing models to align with customer channel preferences.

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
Connecting for the Way Government Works Today
6/16/2015 4:30:20 PM
Government work today increasingly doesn’t conform to being performed only in an office and only on an 8-to-5, Monday-through-Friday schedule. Constituents expect the public sector to match the higher levels of service delivery and responsiveness they experience from the private sector. Government employees expect to work and communicate easily any time, from anywhere, using whatever device is at hand. As a result many governments are recognizing these changing communication needs can’t be met by traditional, on-premises telephone systems.

This white paper explores how public organizations of all sizes and types are considering cloud-based communications solutions to improve their efficiency,
effectiveness and agility.
Cloud Communications: Creating a New Paradigm for Teaching and Learning
6/16/2015 4:27:29 PM
In the new student-centered and learner-driven educational model, the teacher no longer stands in front of the room and imparts information. Instead, the 21st century teacher is a facilitator, guide, and coach for inquiry-based instructional techniques, made possible through a variety of technology trends in the K-12 education environment.

This paper discusses four of those trends—BYOD, cloud computing, social media, and videoconferencing—and briefly outlines how a cloud-based communications platform offers an efficient and cost-effective means for anytime, anywhere collaboration and communication, while at the same time creating a new paradigm for teaching and learning.
How a cloud phone system uniquely supports your mobile workforce
6/16/2015 4:20:05 PM
How a cloud phone system uniquely supports your mobile workforce Mobility and Bring Your Own Device (BYOD) have transformed the idea of a 9-to-5 workplace. Employees now check their email first thing in the morning and expect to stay connected whenever and wherever they go throughout the day.

Attempting to integrate a mobile workforce into a conventional PBX phone system typically yields less-than-optimal results. These aging architectures were simply never designed to serve workers using devices not directly connected to the building wiring and on-premise hardware. With a cloud phone system like RingCentral Office® that incorporates an enterprise-class mobile app, you can:

• Ensure rapid communications
• Enable users to join audio conferences and web meetings from anywhere
• Cut costs and gain visibility in BYOD billing
• Assure rapid disaster recovery
• Protect valuable corporate data against loss from mobile devices
How to Reduce Your Conferencing Bill Dramatically While Keeping Services the Same
6/15/2015 5:31:11 PM
Every market has more potential for greater efficiencies than most people recognize. However, most people and organizations buy at or around average prices. It is true in consumer purchases (e.g., think about how online buying has democratized the purchase price for the most common items) and in business (e.g., most organizations buy commodity items at or around the same price as their peers). Similarly, the conferencing services market holds the potential for greater efficiencies. For example, there is the potential to buy like services at lower prices. In fact, in North America, the market generated approximately 113 billion minutes of audio conferencing in 2014, and approximately 8% of those minutes were provided to users at no cost! Of the estimated 107 million active account holders in North America, how is it that 8.5 million users pay nothing? The logical expectation may be that these free account holders are using services that skimp on quality or features. Yet, you may be surprised that this is not necessarily the case.

This paper explores the rise of free conferencing into the enterprise market and how it is rapidly being used along with, or as a replacement for traditional fee-based services. We will reveal
where the market has been, where it is headed, and explore strategies you and your organization can use to cut conferencing costs dramatically while maintaining service-level parity.
Insights from Enterprise IT Decision Makers & End Users on Free Conferencing Services
6/15/2015 4:57:25 PM
We recently surveyed enterprise IT Decision Markers (ITDM) and End Users about their use and preference for conferencing services. This study was primarily undertaken to explore the impact of free conferencing services within the enterprise, but also provides general insight into IT decision makers (ITDM) and End User preferences for audio, web and video conferencing.
Software-Defined WAN For Dummies
6/15/2015 3:00:03 PM
Get the facts and simplify your enterprise branch network

This easy-to-read book gives you a straight-forward introduction to Software-Defined Wide Area Networking (SD-WAN). Find our how to simplify your branch networking and cut bandwidth costs.

Download the eBook and learn
• The need for SD-WAN adoption for branch networking
• Benefits of migrating to a SD-WAN solution
• Top 10 considerations for SD-WAN deployment
Denwa Provides Simple, All-in-One UC Solutions
6/8/2015 11:08:04 AM
Every day customers are requiring more mobile solutions and more integration with applications.
Denwa is a unified communications company that delivers all-in-one solutions that are simple to buy and easy to use. INTERNET TELEPHONY recently spoke with Diego Ghione, Denwa Technology Corp.’s CEO, to learn more.
Telecom Testing & Monitoring TelcoAlert Ensures Businesses Can Answer the Call
6/8/2015 11:05:16 AM
Every business seems to have a tale to tell about how its phone service or IVR system failed, and no one at the organization was aware of the problem for hours. Such outages might seem like a blip in the grand scheme of things, but the fact is that even a 30-minute failure can add up to big losses for a business.
Omni-channel Callback Solutions a Today Way to Connect with Customers
Virtual Hold Technology
6/8/2015 11:02:14 AM
Your customers are everywhere, and they are busy people with a low tolerance for waiting and a desire for immediate gratification and personalized service. An omni-channel callback solution can help you meet, or even exceed, their expectations, while increasing customer loyalty and driving new revenues.
Leverage the Power of Top Performers to Drive Performance Improvement
JD Power
6/8/2015 10:57:48 AM
Without comparing your performance to a known level of excellence, it’s difficult to know how you are really doing and, thus, what you should be striving for. When you do understand what “excellence” looks like, however, you can target your shortfalls and make prudent business decisions to put your scarce resources to work in the most effective way possible. The result is better performance in less and at less cost.
How to Improve Your Net Promoter Score by Addressing Customer Effort
Virtual Hold Technology
6/8/2015 9:53:53 AM
Net Promoter Score, one of the most closely watched and enduring measures of customer satisfaction, provides a strong indicator of customer loyalty by assessing customer willingness to recommend a company and its products to others. But there’s another important metric businesses should consider as well: Customer Effort Score.
Real-Time Results: Intraday Automation Reduces Costs and Keeps Customers Coming Back
6/8/2015 9:14:03 AM
There’s a lot of talk in business circles lately about smart planet and smart city solutions.
Intradiem helps clients – and their customers – become smarter companies by enabling them to realize the immense value of providing exceptional customer experiences while improving productivity and decreasing operating expense.
8 Features Your Communications Solution Needs to Have
6/1/2015 5:00:43 PM
Staying competitive against larger enterprises is a tall order for a growing business. The solution? An end-to-end communications environment that meets complex business requirements, eliminates infrastructure complexity, and gives the business a solid IT-enabled competitive edge — at or below budget goals. And you’re not alone. 60% of growing businesses said they were interested in a full communications solution. This Solutions Guide highlights 8 key features you need to look for in your communications solution.
Fabric Connect Customer Research Report
5/26/2015 4:13:39 PM
This independent market research studied the impact Avaya’s networking technology, Fabric Connect (FC), has had on its customer base. It shows that all key performance indicators have been improved to some degree, but also that many common problems typically associated with running a network have actually been almost eradicated for some customers. These include an 11x faster implementation time, 100% improvement in outages due to human error and 2,553x quicker failover time.
The Hitchhiker’s Guide to the Software-Defined Data Center
5/26/2015 4:13:02 PM
The transition to a software-defined data center (SDDC) will be the most significant IT transformation since the Internet was born because it aims to bring together storage, computing and data networking. Implementing an SDDC has a profound impact on the network. This comprehensive guide from ZK Research follows the path from traditional data center to fully realized SDDC.
The Business of Speed
5/26/2015 4:12:17 PM
Almost all companies (98%) experience delays to changes and improvements to the business technology systems because they have to wait for suitable maintenance windows. It’s almost impossible for today’s networks built on 20- to 30-year-old protocols to run at today’s business speed — but that’s changing. The market is poised to turn the corner, move the main three roadblocks out of the way, and truly support the speed of business.
SDN Expectations
5/26/2015 4:11:06 PM
Software-defined networking (SDN) is a very hot topic. In Dynamic Markets’ comprehensive and quantitative 2015 survey, more than 1,400 IT professionals at large companies across 15 countries overwhelmingly (97%) expect SDN to solve at least one major network problem, including service configuration, application performance and network management, and almost all (94%) of IT professionals are at the very least currently researching SDN.
How Cloud and Mobile are Perfect Partners for UC
5/26/2015 4:03:55 PM
Communications solutions are at a tipping point today, thanks to the game-changing trends of mobile apps and cloud computing.
Until recently, growing businesses that deployed a new communications solution benefited mostly from integrating applications such as voice, presence, and IM. Employees loved the simplicity and the one-click transitions between media. CFOs reveled in the telecom savings from going all-IP. Enter private and public clouds, and managing a communications solution gets a whole lot easier. Add mobile apps and devices in the workplace, and suddenly it becomes radically more powerful and useful.
Seamless Engagement for Midsize Companies
5/26/2015 4:02:20 PM
How well connected are you, really? Growing businesses strive for consistent and constant communication between team members, business partners and customers, but feeling disconnected and neglected is a real problem. Explore how a rich, seamless environment, one that is flexible enough to allow everyone to engage where and when they need can enable effortless engagement and sacrifice nothing in the process.
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