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A LoRaWan Public Network in Action
Stream
01/21/2016
The media is overflowing with IoT predictions, specifications, and announcements about low-power wide area (LPWA) networks being deployed in many countries. These networks are primarily private networks supporting single tenant customers or standalone applications. Now public LPWA networks are being announced, but what are they doing? What value are they adding to the end consumer, and how are they delivering an ROI for the operator?
Clinical Trial Data Collection Firm ERT Taps Vodafone for M2M
Vodafone
01/21/2016
Accurately remembering details after a period of time has passed can be challenging – even more so if you’re not feeling well. That’s why the electronic tracking and delivery of symptom improvement information by patients in pharmaceutical trials is so important. This process is dependent upon an available and reliable network that will get the information where it needs to go.
Addressing the Indirect Tax Challenges Facing Communications Providers
Avalara
01/20/2016
Addressing the Indirect Tax Challenges Facing Communications Providers, an Aberdeen Group white paper brought to you by Avalara, outlines key obstacles communications service providers face in tax management. Many of these can be solved through indirect tax automation, streamlining processes and delivering measurable value to CSPs.
Cloud Opportunity: How to Sell the Cloud to Your Clients
Sherweb
01/20/2016
The IT Landscape has been shifting a lot in recent years. For technology providers this means mastering the art of unlocking the potential of the cloud and presenting it to clients and prospects so that they understand and get excited about the new opportunities that the flexible and scalable cloud environment has to offer. Download this informative whitepaper today and learn how to package your offers, market yourself properly and sell the cloud to your clients. By building good offers and establishing yourself as a technology educator you will improve your chances of convincing your clients to move to the cloud.
2016 Customer Experience Trends Report
InMoment
01/19/2016
2016 is a year of personalization, positivity and transparency for both brands and consumers. Get the 2016 CX Trends Report to see why. Download now.
2016: 11 Ways to Boost Agent Performance in 2016
CSI
01/15/2016
Many contact center managers are looking to set and achieve goals for 2016. What new initiatives will you be setting in place to do just that? We’ve assembled 11 features you can use in your Workforce Optimization process to help reach your objectives.

Most of these methods involve empowering your agents to take part in the workforce optimization process itself. There are revolutionary methods of using webcam recording to help prevent smartphone abuse and improve agent behavior. Welcome to the year of the agent.
Application Assurance for the Borderless Enterprise
Netscout
01/14/2016
Mobility has created a new breed of business, the borderless enterprise, giving way to a work-anywhere philosophy, increasing productivity, responsiveness, and efficiency.

In this Strategic Solutions Series your will learn how a cloud-based monitoring platform for the cloud, TruView Live, turns traditional data center IT into borderless IT, allowing it to truly support the borderless enterprise.
Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
Monet Software
01/12/2016
People and technology are the lifeblood of every contact center. Technology, in particular, is the centralized hub around which agents gather the information they need to respond to customer calls, and managers create forecasts and schedules that improve customer experience and service.

Three delivery methods are available for contact center technologies: on-premise, hosted, or cloud-based
This White Paper by Monet Software details each delivery methods and its benefits.

Discover why Cloud solutions are gaining a larger percentage of the contact center industry.
Service KPIs: 18 Things to Consider
NewVoiceMedia
01/06/2016
KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity.

The most important aspect of a KPI though is that it should improve the service you deliver. So are you using the right ones and looking for the right data?

Download this whitepaper to find out:

o What KPIs you should be measuring
o How to use the data you have more effectively in driving improvements
o 18 considerations to help shape your KPI measurements
Guide to telephony for Salesforce and Desk.com
NewVoiceMedia
01/06/2016
It is difficult for growing businesses today. Competition is fierce, banks are stingy and in poll after poll we see expanding businesses have to work harder than ever to achieve growth. In spite of this, there is a real opportunity for you to prosper: cloud telephony.
Using telephony that is seamlessly integrated with Salesforce Sales & Service Cloud as well as Desk.com you will:

o Improve connect rates by allowing agents to click-to-call or auto-dial your existing Salesforce contacts
o Improve service by providing screen-pops with contact and case details associated with incoming phone calls
o Increase service levels by using Salesforce data to dynamically route incoming calls to the most skilled person or team
o Improve quality and compliance by logging and recording calls
o Improve agent performance by allowing supervisors to monitor calls and coach agents
o Improve your overall service and support by monitoring and measuring agent and team productivity
How to Simplify CTI
NewVoiceMedia
01/06/2016
Many businesses are missing out on the benefits and improved customer experience that computer telephony integration (CTI) can have. But with the advent of cloud technology, integrating your phone system with your customer relationship management (CRM) system allows you the best of both worlds. This whitepaper explains how this can be achieved.

NewVoiceMedia’s Chris Haggis explains how cloud technology has removed the need for complex on-premise CTI which is inflexible and expensive and enabled the possibility of setting up sophisticated telephony routing based on CRM data in a matter of weeks, and at a surprisingly low cost.
The Combined Power of NewVoiceMedia and Salesforce
NewVoiceMedia
01/06/2016
If you have invested (or are considering investing in Salesforce®) you understand the need make your sales and service teams as successful as possible.

NewVoiceMedia can take that investment to the next level by integrating your inbound and outbound phone calls with your customer data in Salesforce® to provide
personalized, exceptional service and a superior sales experience. Download this solution brief to find out how NewVoiceMedia can revolutionize the way your company engages with your customers.
The Benefits of Dynamic IVR
NewVoiceMedia
01/06/2016
With the IVR accounting for as much as 30-40% or more of a call, isn’t it time to really examine how you handle calls through it? Imagine being able to direct customers with outstanding
invoices straight through to finance. Imagine a world where customers with an open case get priority routed through to the agent who was handling their query. Imagine being able to
differentiate your customers by region, or by value, or anything else that matters to you. Imagine giving the power back to your customers to serve themselves.

That is the power of a dynamic IVR. Download this white paper to learn more.
Sales Development Best Practices
NewVoiceMedia
01/06/2016
Triple digit growth during the last 4 years has seen
NewVoiceMedia grow into a truly global player, with
more than 500 customers in over 100 countries. Serving
customers and attracting prospects globally is a challenge
that many sales organizations are wrestling with, and we
are often asked about our approach to this challenge.

The challenge was how to use a mixture of
technology, process and organizational structure to scale
across geographies in the most efficient manner.
To address this challenge we first spent time examining and
adapting our sales development approach. This whitepaper
explores the changes we implemented and sets out
some recommendations to get the most out of your sales
development teams to drive growth globally.
Top 10 Ways To Boost Contact Center Agent Performance
CSI
01/05/2016
2016: Year of the Agent

Many contact center managers are looking to set and achieve goals for 2016. What new initiatives will you be setting in place to do just that? We’ve assembled 10 features you can use in your Workforce Optimization system to help reach your objectives. Most of these methods involve empowering your agents to take part in the workforce optimization process itself. Welcome to the year of the agent.
IoT Security: Altair Semiconductor Explains why it’s Uniquely Positioned for the Job
Altair Semiconductor
12/11/2015
The Internet of Things is expected to change life as we know it – making our businesses, cities, and homes more efficient; our energy, industrial, and transportation systems safer; and our people healthier. But to enable IoT to meet its promise, and do no harm in the process, we need to make sure it is secure. Altair Semiconductor has designed its solutions with that in mind.
Heterogeneous is the New Black
Stream
12/11/2015
The world of connected machines, sometimes called machine-to-machine or the Internet of Things, is now becoming tangible from both a technological and commercial perspective. However we are all still inundated by the hype proclaiming the pot of gold sitting at the end of the IoT rainbow, but how near are we to that pot? That 50 billion connected devices prediction has now become ubiquitous, but where is the scale? What will generate a return on investment, or do we all need to keep chasing after the rainbow?
How to Visualize your Customer Service and IVR Experience
Jacada
12/10/2015
With the ever growing number of smartphone/device users, more and more people are connected 24/7 to the internet and as such expect their data to be available at the tip of their fingertips. Listening to multiple and confusing options, pressing a digit that may or may not direct the caller to the correct department, repeating information and waiting on the line for the next available representative is becoming an obsolete experience in an age of smart device mania.
The US Contact Center Decision-Makers’ Guide 2015
Jacada
12/10/2015
The "US Contact Center Decision-Makers' Guide (2015 - 8th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. This white paper is taken from “The Mobile Customer, “chapter of the report, discussing what it means to offer mobile customer service for both businesses and customers.
Create an IVR Your Customers Will Love, Not Loathe
Nuance
12/08/2015
Learn why a shift in consumer expectations is forcing contact centers to leave yesterday's IVR in the dust.

With 82% of consumers stating they are likely to stop spending money with companies due to a bad customer experience, it's become prevalent how important it is to provide a good self-service and IVR experience for your customers.

Read this guide to learn:

• Why modernizing your IVR is critical for meeting ever-increasing consumer preference for self-service
• How natural language and voice biometrics deliver the quick, effortless experience that consumers want
• How to extend your IVR’s customer-friendly features to your Web site and mobile apps
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