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Have you thought about using a cloud-based solution for your business? Many businesses are now choosing cloud-based solutions due to greater flexibility, lower operating costs and ease of implementation. Read on to learn about one management company's move to a cloud-based phone system and the benefits that were gained.

Savvy executives recognize that effectively utilizing their contact center technology and human resources can mean the difference between being a market leader and just being one of the pack. In this paper, The Broadening of Contact Center Horizons, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.

This paper explores the rapid emergence of M2M technologies, the factors that are driving the rapid adoption of M2M, potential implementation challenges and key considerations, and the key areas in which businesses and organizations can take advantage of M2M to make better and more effective decisions more rapidly.

Call recording and speech analytics applications help businesses gain and maintain an edge by delving deeper into the key challenges faced by contact centers and customer service departments (both in-house and outsourced).
Read how companies can create customizable content searches that automatically monitor audio recordings of conversations and provide access to invaluable information contained within customer interactions. Learn how to use this knowledge to achieve business goals of increased customer satisfaction, added revenue, quality compliance and greater workplace efficiency.

Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers’ experiences to:

1. Improve the customer experience
2. Optimize internal processes
3. Identify cost saving opportunities
4. Collect competitive and market intelligence

There’s certainly value for call and screen capture recordings. Using recordings so contact center agents and their managers can review them for training, improved efficiency, resolving customer issues and documenting legal compliance. But PCI compliance rules make these processes much trickier when credit card numbers are recorded.

Learn more about one solution that meets PCI requirements and still get the business value out of call recordings. Download this supplement from CUSTOMER now.

A social revolution is at hand. But it’s probably not what you’re thinking. What we’re looking at here is an uprising in social media usage. And it’s impacting how customers talk about and want to interact with businesses.

Learn more about how to address the important trends of social and mobile, download this supplement from CUSTOMER now.

How the Service Cloud is changing the game in customer service.

When customer complaints and company responses are publicly visible in social media, every service interaction can influence the overall perception of your brand. That can be problematic, but it’s also a chance to tell the world that you care about your customers.

From the contact center to self-service communities, social media and beyond, Service Cloud is changing the game in customer service.

Social media moves fast. Download “Salesforce Service Cloud Helps Businesses Transform the Customer Experience” to learn how to keep up.

This IBM solution brief shows how IBM Endpoint Manager for Mobile Devices software and IBM Lotus Notes® Traveler integrate to create a unified approach to mobile device and mobile security management.

Mining customer usage data to improve software offerings has long been a practice among ISVs – but doing it in the cloud comes with its own unique challenges. This paper focuses on SaaS growth and the challenges of gathering customer insight. ISVs will learn what data to harvest and analyze to get the best business value for further improving their solutions. In the cloud, usage data is used for business intelligence, but is also vital for supporting business critical processes, such as billing. Therefore, it’s essential that cloud service providers are able to easily track, organize, and report on service usage.

Does your IVR lack the ability to understand your callers. Are your callers are frustrated with your automated system before they even use it due to an poor track record and a lack of innovation in traditional automated speech recognition?

If your IVR has a bad rap, download this supplement from TMC’s CUSTOMER Magazine, “It’s Time to Accept Responsibility for Your IVR” and learn how you can improve your customer’s experience.

In this paper, after reviewing the key requirements for an enterprise-grade cloud storage system, we introduce Red Hat Storage Server and review the architectural characteristics that make it the storage system of choice for enterprise users. We conclude with a case study exploring the real-word experiences of Intelitek, a manufacturer of high-tech educational products that successfully deployed Red Hat Storage Server for Public Cloud within AWS to meet the time-sensitive demands of its customer base.

In January 2012, Aberdeen surveyed 106 enterprises spanning various sectors about how they're dealing with high-growth storage. This report looks at each component of hybrid cloud storage, as users of this new technology will be able to choose where to locate their data: on-premise with scale-out NAS or in the public cloud.

Scale-out storage technologies have rapidly gained popularity over the past several years, successfully crossing the chasm from niche technology to mainstream enterprise solution. As this shift occurs, an increasing number of enterprises are seeking to understand the advantages of the newer technology when it comes to the storage of exploding amounts of unstructured data.

Over the past ten years, enterprises have seen enormous gains in scalability, flexibility, and affordability as they migrated from proprietary, monolithic server architectures to architectures that are virtualized, open source, standardized, and commoditized. Unfortunately, storage has not kept pace with computing. The proprietary, monolithic, and scale-up solu- tions that dominate the storage industry today do not deliver the scalability, flexibility, and economics that modern datacenter and cloud computing environments need in a hyper-growth, virtualized, and increasingly cloud-based world.

Learn how your company can adapt to and embrace the latest in networking technology and communications capabilities without heavy upfront costs.

Sangoma delivers gateways and transcoding devices that enable traditional service providers to better compete with the cablecos and mobile broadband providers of the world.

On the enterprise side, Sangoma is helping businesses more easily and affordably adopt the popular Microsoft Lync unified communications platform by providing them with integrated PSTN gateways and their new Lync Express, the only all-in-one Lync Server appliance with a built-in VoIP gateway.

See how your business can get the latest and greatest technologies… without breaking the bank. Download this supplement from INTERNET TELEPHONY now.

Email is the default file transport system in most organizations: an Osterman Research survey found that nearly one-third of emails contain attachments and 95% of the information that flows through email systems in the typical organization is
attachments.

Ask a group of office workers how they would send a file securely from one person to another (with the recipient being able to easily receive and view the file), and the likelihood is that they will not know how to accomplish that task. With current federal and state mandated compliance regulations, and additional concerns about protecting personal privacy, it is becoming increasingly important to send information, data, and files securely. It is not uncommon practice today for many companies to send confidential or sensitive information, files, and data across a medium that is insecure – namely email, FTP, and the Web – technologies that were not designed to address security or robust reporting requirements. Worse still, even with the proper technology and tools in place, complexity and lack of proper training can render those tools useless. Businesses and consumers alike realize the need to adopt and embrace easily understandable and usable technologies that minimize the threat of accidental exposure of sensitive information.

Any investment in a security-centric application that involves sending confidential information outside an organization’s borders must be vetted from both a business as well as a technology perspective. The goal of this document is to help educate both the business and technology decision makers by:

• Examining the challenge of sending and sharing large or confidential files with external parties

• Illustrating the benefits of a secure file transfer (SFT) solution

• Outlining the various aspects and implications of introducing SFT technology into an organization’s existing processes and infrastructure

• Identifying key issues and questions that need to be addressed in order to maximize the advantage of a SFT deployment

Biscom, a longtime successful manufacturer of enterprise fax servers, now offers a hosted fax service. What makes the hosted service unique is that it offers the exact same features and capabilities as the fax server. This fact makes Biscom the only vendor in the world that offers a true enterprise-wide fax server and a true enterprise-wide fax service. There are many fax server providers for enterprises, but none offers services with the breadth of functionality and the rock-solid reliability that Biscom offers.