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Beaufort Memorial Case Study
Imprivata
5/28/2014 3:51:58 PM
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
Imprivata
5/28/2014 3:51:02 PM
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?
Calabrio
5/28/2014 12:14:59 PM
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?
Calabrio
5/28/2014 12:12:48 PM
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
Klocwork
5/20/2014 5:08:33 PM
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
Klocwork
5/20/2014 5:07:07 PM
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
TantaComm
5/19/2014 2:40:44 PM
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
WorkFlex
5/19/2014 2:38:38 PM
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
5/18/2014 8:54:23 PM
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
AT&T
5/18/2014 8:53:07 PM
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
Gryphon
5/18/2014 8:51:35 PM
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
4/30/2014 3:32:07 PM
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
4/4/2014 9:50:58 AM
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
HigherGround
4/3/2014 4:46:08 PM
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.
Blue Water Shipping Removes the Barriers to Effective Collaboration with IBM Notes
IBM
4/3/2014 4:09:20 PM
Blue Water Shipping selected IBM Connections software, a social networking platform that enables boundary-free collaboration, integrated with the company's existing IBM Lotus Notes and Domino environment.
Applying Social Business: The Repeatable Patterns that Improve Business Processes and Provide Return
IBM
4/3/2014 4:07:43 PM
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt and harness these marketplace dynamics. Social business can be combined with mobility and cloud to:

Enable organizations to innovate and execute faster
Better understand and serve their customers
Empower a more engaged workforce

Read this white paper for more information about seven examples of repeatable approaches for using social business practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Improving Collaboration by Adding Social Capabilities to Email
IBM
4/3/2014 4:04:53 PM
This paper looks at why email remains the primary mode of communication in business today and the fact that more and more organizations are looking at social software and other real-time communication methods to add to the email experience. Analyst firm IDC expects that organizations will use software, such as Notes and Domino 9x Social Edition which seamlessly combines email with social capabilities both on-premises and in the cloud, to complement existing tools and address the business need of getting the right data to/from the right people at the right time for the foreseeable future. Share this paper with your clients.
Champions of Software as a Service: How SaaS is Fueling Powerful Competitive Advantage
IBM
4/3/2014 3:59:30 PM
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing. What's driving that demand? An IBM Center for Applied Insights study - based on input from more than 800 IT and business decision makers worldwide - offers some surprising answers.

As expected, reducing the total cost of ownership (TCO) of their applications is the top reason companies try SaaS. However, top performers are gaining something even more critical: competitive advantage. Leading companies are leveraging SaaS in powerful and even transformative ways.
Under Cloud Cover: How Leaders are Accelerating Competitive Differentiation
IBM
4/3/2014 3:57:49 PM
More and more business leaders are recognizing the profound implications of how implementing Cloud computing can help their organizations make money, differentiate and compete. According to a study sponsored by The IBM Center for Applied Insights, in collaboration with Oxford Economics, 802 Cloud decision makers and users surveyed believe that the top three most valuable capabilities in their "cloud of the future" would be:

-Product/service building blocks: Easy-to-assemble industry or business service components they can use to construct new products or services.
-(Even bigger) big data: Access to and management of vast data stores they can't get to now.
-Industry-specific platforms: Cloud platforms with applications and computing environments designed specifically for their industry.

Read this Study for more insights from Cloud computing decision makers and users involved in the survey.
Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications
Vodafone
3/21/2014 5:02:26 PM
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.
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