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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
M2M: Powering the Internet of Things - Inspiring Examples From The World Of M2M
Vodafone
12/07/2015
Central to creating the IoT and making it work is Machine-to-Machine (M2M) technology. It’s at the heart of the new world and it is already transforming business models and opening up new products and services at a spectacular rate.

Vodafone has compiled examples of how innovative companies are making the most of the M2M opportunity. These examples will get you thinking, planning and hopefully acting to make the most of the opportunity represented by the IoT.
Connected Cabinets: Providing Visibility And Control Of Remote Retail Cabinets
Vodafone
12/07/2015
Retail cabinets, such as ice cream freezers and soft drink coolers, are a great way to maximize sales with direct product promotion and better product placement. However, your bottom line and brand could suffer if one of these assets is lost, stolen, damaged or runs out of stock.
Complete Control Of Your Assets: Vodafone Integrated Remote Monitoring And Control Service
Vodafone
12/07/2015
What if you could remotely monitor any asset to spot early warning signs of potential problems, diagnose and even fix issues before they cause downtime?

Many of the assets around your business are already equipped with sensors that gather information about vital aspects of service performance, from temperature to power consumption. But getting access to this information and making use of it to improve uptime hasn’t always been easy.
Managing Your Global M2M Estate: Vodafone Global M2M Platform
Vodafone
12/07/2015
M2M is like any other large technology initiative; you need to be able to manage it effectively, from deployment to in-life operations.

You need a way to monitor your SIMs all over the world, order and deploy more SIMs as your business grows, diagnose faults quickly in hard-to-reach areas, and much more. You also need to ensure that your data remains secure and keep costs under control.
Creating A Smarter World: How M2M And The Internet of Things Are Driving The Next Industrial Revolution
Vodafone
12/07/2015
With creativity, commitment and the right partner beside you, M2M can help you solve perennial operational problems, capture opportunities for growth, and even change your business model.

M2M gives you a real-time, granular understanding of your operations that you’ve never had before: from the energy use in every building you own, to the location and status of every mobile asset.
Not Looking? Now Is The Time To Make Your Support World Class, Part 1
Clear Harbor
12/02/2015
Richard Branson once said, "A company that stands still will soon be forgotten.” So how do companies avoid this fate? This series explores the “If it ain’t broke, don’t fix it” argument and how it kills innovation. Improvement starts when people ask, “What can we do better than we’re doing today”, and this white paper series from Clear Harbor highlights the advantages of plugging into existing, third-party support best-practices to realize that goal.
Reduce UC Costs and Increase Business Performance in the Cloud
NEC
11/13/2015
Learn what IT Pros consider important when evaluating Unified Communications solutions. This white paper explores:

• The growing market for Unified Communications as a Service
• Advantages of Cloud over on-premises systems
• Finding the right UCaaS partner
The Case for Cloud Communications
NEC
11/13/2015
Cloud computing technology is revolutionizing the face of IT and business phone services. Learn why Cloud Communications has become increasingly attractive to businesses of all sizes. This white paper explores:

• Current trends in Cloud Communications
• The impact of Mobile Communications
• Security in Cloud Communications
Enhancing the User Experience with Cloud UC
NEC
11/13/2015
Contrary to popular belief, unified communications isn’t about the technology – it’s about the user experience. This white paper explores:

• What “Unified Communications” really means
• Key differences between traditional phone systems vs. cloud services
• What to look for in a contemporary communications solution
HP WFO: A New Position for a Brand you Trust
Frost & Sullivan
11/12/2015
When HP went through its restructuring exercise several years ago, something magical happened for contact centers. The shackles came off and HP’s contact center offering started to get the attention it deserved, and HP WFO Software group was born. Currently with 24 technology patents in the contact center arena, HP has built its practice through acquisitions, internal technology innovation, and also by gaining a wealth of experience running its own contact centers.

With a 32-year history of innovation in the contact center industry, HP WFO Software (formerly etalk) provides enterprise contact centers with a fully integrated workforce optimization solution for: Strategic planning, Workforce management, Call recording, Coaching and eLearning, Interaction analytics, and Surveying.

In this paper we discuss:

• The structure of HP WFO Software
• Frost & Sullivan’s research on multi-channel options in the contact center
• The use of Voice of Customer, speech and multi-channel analytics
The Key to a Sustainable IP Reseller Strategy: Partner With the Right Provider
Panasonic
11/05/2015
Not only is the UC market experiencing uninterrupted growth, it is simultaneously undergoing significant change. Most notably, the market is aggressively shifting toward IP-based communications, driven by the proliferation of such technologies as cloud computing and mobility.

Many industry pundits posit that the market is currently undergoing its greatest shift since the initial emergence of UC, which originally disrupted the on-premises PBX industry. As such, traditional telecom resellers can no longer rest on their laurels if they hope to more aggressively compete and gain share in this rapidly growing and changing market. Rather, they need a solid game plan that will quickly drive them toward IP, which will in turn bolster their competitiveness and market relevancy.

In this white paper you will review the top benefits of IP communications for the enterprise and the key to unlocking success.
Transforming Margin Into Capacity With Liquid Spectrum
Ciena
11/04/2015
As optical networks become increasingly flexible and software-driven, network operators need to rethink the Present Mode of Operation for planning and deployment. Flexible coherent modems and programmable photonics are essential tools in extracting the most value from a given network investment. The ability to leverage Liquid Spectrum techniques can transform network margin into capacity that can be used for network optimization, new service offerings, or increased availability.
Hybrid Optical Cables for High-Speed Digital Video
Cosemi Technologies, Inc.
10/23/2015
As AV displays continue to get bigger with higher resolutions, the IO connection between devices becomes a barrier and limits the user experience. Designed for cable manufacturers, this whitepaper from Cosemi summarizes how a hybrid active optical cable supports video transmission for consumer applications at a high data rate and enables a high-speed interconnect between devices.
The Shift To Mobile Breathes New Life Into Old Interactive Voice Response Systems
Jacada
10/15/2015
This white paper, authored by the 451 Research Mobility Team (powered by Yankee Group) Director, Sheryl Kingstone, addresses the opportunity to improve customer service via mobile.

Key Discussion Points:

• New forms of mobile interactions that eliminate traditional frustration points and enable businesses to become more transparent as customers demand more control and insight into their interaction
• How companies can improve the availability of the right information at the right time to win back customers who developed a lack of faith around self-service initiatives
• How simplified and context-driven interactions reduce inbound call volume and streamline information for the agent
• How visual interactions overcome the problematic tradeoff between usability and functionality that traditional IVR systems suffer from
Demystifying Omnichannel Customer Engagement
Jacada
10/15/2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels (voice, mobile, web, digital, social).

Key Discussion Points:

• Omnichannel customer engagement overview
• What consumer trends drive omnichannel engagement?
• How to implement an omnichannel journey that is customer centric focused?
• How to build a business case for omnichannel customer engagement?
Visual IVR vs Other Self Service Options
Jacada
10/15/2015
Learn how Visual IVR empowers your customers and your agents while making traditional connectivity solutions like chat and click to call easier to engage and use.

Key Discussion Points:

• How to quickly offer a personalized and connected experience to your customers as 69% of them already expect to hop across channels effortlessly (Forrester)
• Seamlessly blend self service with agent assisted service across multiple channels
• Find out how Visual IVR compares and complements common contact center connectivity solutions such as: chat, click to call, cobrowse, virtual agents
"The Mobile Customer" chapter of ContactBabel's "US Contact Center Decision-Makers' Guide 2015"
Jacada
10/15/2015
With the rapid growth of smartphone users, the mobile customer is relevant to every organization, in every vertical market, in every geography of the world. This chapter discusses what it means to offer mobile customer service for both businesses and customers.

Key Discussion Points:

• Mobile customers communication methods
• Cross-channel escalation
• Comparison of self-service solutions
• Corporate ownership of the mobile function
• Future trends in Mobile
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