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Next-Generation Cloud Computing Technology – Optimizing Performance, Cost and Space for COTS Platforms
Adlink Technology Inc.
03/11/2016
Vendors of traditional ICT hardware are challenged with integrating new applications in a short time-to-market solution. Even minor modifications can require extensive resources. Cloud computing answers the challenge with interoperable standards: flexible, on-demand resources that allow the interchange of system modules for processing, data transfer and storage.

This white paper outlines ADLINK’s vision for the transformation of ICT infrastructure to a more flexible, open design with Modular Industrial Cloud Architecture (MICA).
Integrhythm Connects Business with IT
Integrhythm Inc.
03/09/2016
Integrhythm connects business with IT to deliver value across the organization through expanded productivity, capacity and quality of service. From program advisory and tool selection to ServiceNow implementations, we partner with clients to hit and exceed strategic objectives.

Integrhythm is a ServiceNow® Authorized Solutions Partner, focused on a combination of both tactical and strategic solutions.
4 Tips to Improve Intraday Management in your Contact Center
Monet Software
03/01/2016
Intraday management is a set of activities performed within the course of a day or a contact center shift to manage unplanned events that require immediate action to maintain consistent performance. These include staffing, exception management, change requests and management reporting. This data helps managers make change before the customer experience is affected. And all it takes is a few hours to lose customers.

Download Monet Software's New White Paper on Intraday Management and learn how to improve it with four simple tips.
Mastering Call Routing: 5 Essential Strategies to Minimize Misroutes and Maximize Satisfaction
Nuance
02/25/2016
40% of all customer interactions are handled over the phone, meaning it’s channel with significant financial impact. When it comes to your IVR, the system handling the overwhelming majority of your phone contacts, misroutes are your customers’ most acute source of frustration. Download this guide to learn the top mitigation strategies that can eliminate time-wasting, frustrating misroutes – not only reducing costs, but also improving your customer satisfaction in the process.
Best Self-service. Ever.
Nuance
02/25/2016
Experience is everything, right? Wrong. For contact center and customer service executives, ROI still matters. So how do you strike the right balance — giving customers the modern experiences they want, and driving the results you need? Download this guide to learn five high-ROI ways to create the intelligent self-service experiences your customers crave.
Forrester Research Trends 2016: The Future of Customer Service
Nuance
02/25/2016
It’s a no-brainer that great customer service experiences boost satisfaction, loyalty, and can influence top line revenue. But for many organizations, "good enough" service is the norm. Download the report to learn the 10 must-do trends for delivering customer service excellence in 2016 and beyond.
The Pursuit of Perfect Sound: Sennheiser Trumpets Its Message of Great Value
Sennheiser
02/24/2016
Sennheiser used to be the best-kept secret in the headset space. Now the secret is out.

Adoption of unified communications solutions across the enterprise and the rise of new technologies like WebRTC are helping to drive demand for Sennheiser headsets.

The company has a broad headset product portfolio, which delivers great durability and performance at reasonable prices.
Five Data Center Federation Factors to Help Prepare for the Internet of Things
Ciena
02/22/2016
Data center providers are joining forces to meet their enterprise customers’ growing bandwidth and performance demands, especially requirements for high availability and secure information storage and resiliency. A Data Center Federation (DCF) can make a pivotal difference in managing all these needs, helping to keep content and data consumers working, playing, and learning for years to come. While planning their own moves toward a DCF, providers should consider the five factors outlined in this paper.
Is Your CSP Losing Revenue to FCC Safe Harbor Ratios?
Avalara
02/22/2016
In an effort to simplify one of the most complicated aspects of communications taxes, the FCC offers safe harbor percentages for reporting interstate and international voice calls. Will your business benefit from relying on these predetermined ratios? Or would you be better served investing in another method for gauging non-intrastate calls?

Download this Avalara whitepaper to answer questions like these, plus find out:

• Three key questions to determining if safe harbor is right for you
• How to accurately calculate the real cost of safe harbor versus other options
• How tax automation can streamline this process
How to Achieve Fewer Assistant Contacts and Improve Customer Satisfaction
JD Power
02/16/2016
How do executives deliver cost reduction through higher self-service containment while also delivering improved customer satisfaction? J.D. Power research finds that organizations employing strategies that achieve high containment in short periods of time typically suffer from lower customer satisfaction, loyalty, and advocacy.

This Strategic Solutions Series offers guidance to executives who are challenged to deliver both high customer satisfaction and high containment rates.
Four Key Points for Putting Customers First
MaritzCX
02/03/2016
In a world where competitors can (and frequently do) copy products and undercut prices, deep, trusted customer relationships provide perhaps the only remaining competitive advantage that’s impossible to duplicate. But, of course, valuing customer relationships and creating them are two very different things.
Hearing is Believing Sennheiser Headsets Offer Premium Sound Quality
Sennheiser
02/03/2016
Sennheiser is the world’s fastest growing headset manufacturer. It designs premium call center and office headsets, which are compatible with all major platforms, to organizations that range from small home offices all the way up to larger enterprise call centers. INTERNET TELEPHONY recently interviewed Tori Seliokas, channel manager CC&O at Sennheiser Electronic Corp., to learn more.
How to Immediately Improve Customer Satisfaction and Save Money
JD Power
02/03/2016
Unfortunately, most organizations don’t get nearly enough out of their VoC programs and end up wasting their time and money, but there is hope.

The following tips provide fundamental insights that can help you maximize the effectiveness of your VoC program and help you identify your true strengths and weaknesses, understand what can be done operationally to improve, and which activities you should be prioritizing to drive profits.
Customer Experience Check-up: Injecting Omnichannel Engagement into Your Contact Center
InMoment
02/01/2016
Poor customer experiences plague every business. They’re a symptom of many different business diseases. Some are preventable. Most are curable. Immunizations and remedies are available in the form of Voice of the Customer (VoC) programs, and they’re clinically proven to improve the health of your contact center.
Customer Experience Assessment for Contact Center Pros
InMoment
02/01/2016
Discover how you stack up against your contact center peers when it comes to customer experience. Take our quick assessment, based on CCIQ’s latest Executive Report on the Customer Experience.
The Value Challenge: Proving the Worth of Your Customer Experience
InMoment
02/01/2016
Your challenge is linking every little advantage gained from customer stories back to its effect on the bottom line. This workbook is designed to give you some working numbers based on results from other companies. The more you get your own numbers involved, the less hypothetical it will be.
Multichannel vs. Omnichannel
InMoment
02/01/2016
Chock-full of valuable information, this white paper is designed to help your brand understand and implement an effective customer engagement strategy when moving into an omnichannel environment.
Night of the Living Prepared: A Contact Center Zombie Guide
InMoment
02/01/2016
A zombie apocalypse is brewing. Multiple breeds of contact center zombies now roam your floors. To survive, you’ll need to be able to identify each strain and know where to aim your weapon.
Altair Semiconductor Explains Why It’s Uniquely Positioned for the Job
Altair Semiconductor
01/21/2016
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.
Why LTE is the Clear Winner in Terms of Cost, Quality, and Scale
Altair Semiconductor
01/21/2016
If you follow the Internet of Things space, you may have noticed all the talk lately about low-power wide area networks. The argument from the LPWA crowd suggests that LTE is more than IoT needs, in terms of bandwidth and cost. Instead, LPWA proponents say, the world needs networks that are purpose-built for the IoT.
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