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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
What To Do When Windows RDS Is Running Slow?
Sangfor
09/25/2015
While Microsoft’s Remote Desktop Protocol (RDP) has seen a lot of upgrades over the years, it’s still not perfect. RDP has seen its bandwidth footprint reduced considerably and enabled multimedia support, but there are a number of issues that can still slow things down. We created this guide to help you diagnose the problems that can create lag-time for your users and help you tune your system to work better.
Internet Performance for Dummies Guide
Dyn
09/09/2015
We get it - all this talk about Internet infrastructure, cloud infrastructure optimization and Internet Performance can be overwhelming. To help untangle the “web” of confusion, we partnered with the pioneers of making the confusing simple, Wiley, to create the Internet Performance for Dummies guide.

Here’s a peek under the cover:
• Implementing an Internet Performance approach for availability, speed, revenue and more
• The customer experience and why the performance of your website is a significant factor
• Business advantages to cloud Internet infrastructure and Internet Performance

If you want to make the Internet your competitive business edge, this is the guide for you!
HP’s revitalized workforce optimization suite is worth a fresh look
HP
09/02/2015
When contact center buyers look to acquire workforce optimization (WFO) tools, they often turn to the two largest vendors in the space, Nice and Verint. Ovum believes that the workforce optimization marketplace is looking for (and has room for) a third major participant and that HP is well-positioned to fill this role, offering a combination of expertise, scale, and a keen understanding of the market’s direction. Continue reading to learn why HP is worth a fresh look.
The mHealth Opportunity
Vodafone
08/11/2015
Vodafone mHealth Solutions Insights Guide brings together senior pharma, public and private health stakeholders to learn, share and debate on issues and new thinking brought forward by renowned thought leaders and industry experts. We have provided an in-depth view of the key considerations in adopting mHealth services and technology while focusing on the numerous opportunities presented by mHealth. There are many different participants who play a role in the successful adoption of connected healthcare and this guide is intended to present a balanced view through the eyes of three of the key beneficiaries: healthcare providers, funders and, perhaps most importantly, patients.
Vodafone M2M Barometer 2015
Vodafone
08/11/2015
Third edition of Vodafone’s annual M2M Barometer was created to track how businesses were adopting M2M technology: which regions and industries were pulling ahead, and how fast the market was growing. Since we first set out to survey the market, it has changed dramatically. M2M is a driving force for innovation in our cities, homes, cars and workplaces, and its potential is being recognised by business leaders in every industry. The in-depth interviews with more than 650 business and IT executives in 7 vertical industries (Energy and utilities, Automotive, Retail, Consumer electronics, Healthcare and pharma, Transport and logistics, Manufacturing) around the world were conducted to gain customers' insight. The report also includes commentary from leading M2M analyst company Analysys Mason. Whether your business has been working with M2M for years or is engaged in pilot for the first time, this report will provide you with valuable information about M2M market trend.
Altair Brings Affordable, Low Power, Robust LTE Connectivity to IoT
Altair Semiconductor
08/06/2015
It has been clear for some time that a low-cost, high-performance connectivity option for the Internet of Things is on the horizon. According to Altair Semiconductor, that time is now.

Altair has come out with LTE-only chipsets that are a better match for a variety of business and consumer IoT applications than any other available long-range connectivity options.
Complex Made Simple: A New Approach to Enabling the Internet of Things
Stream
08/06/2015
There was a time when machine-to-machine applications relied on a single communications protocol. That time has passed. As M2M communications morphs into the Internet of Things, the technical complexity of applications is growing. The days when mastering a single connection type was good enough have passed. After all, there are a lot of different types of connections out there. In today’s Industrial Internet, connections and data types can seem as varied as snowflakes.
Vodafone Expands Portfolio of M2M-Specific Hardware Solutions
Vodafone
08/06/2015
Vodafone’s homegrown M2M platform enables it to be more responsive to its customers, and some customers are leveraging that platform to meet their specific goals. Indeed, Vodafone has the ability to offer end-to-end M2M solutions by combining applications, connectivity, and hardware.

This article will talk about how two M2M terminals recently launched by Vodafone make it even easier for the company’s enterprise customers to benefit from the Internet of Things.
Benchmarking Web Server & Database VMs on Public Cloud
Internap
08/06/2015
Performance is often overlooked when evaluating cloud hosting providers, but it is critical for ensuring optimal fit with your business needs. Virtual machine (VM) performance can be challenging to assess because it can vary drastically across vendors, instance sizes and price, as well as in terms of a particular application’s unique requirements.

This benchmark analysis examines the relative performance of major VM components including virtual cores, memory, block storage, and internal network for Internap AgileCLOUD and Amazon Web Services (AWS) ECS/EBS.
The Rise of Machine Data:  Are you prepared?
IBM
07/20/2015
The amount of machine data available requires complex analysis and correlation across different types of data sets. Companies that can perform this analysis stand to reap the rewards. IBM’s big data approach can help you gain business insights and visibility into the customer experience.
Cloud: The Essential Buyer’s Guide
Internap
07/13/2015
Whether your business is a startup or a mature enterprise organization, cloud offers benefits in terms of performance, scalability and efficiency. Selecting the right public cloud Infrastructure-as-a-Service (IaaS) solution requires thorough analysis regarding the level of security, control, customization and support for your business requirements.

This cloud buyer’s guide includes important information about the advantages of an open source cloud platform, benefits of managed services and self-service as well as considerations for evaluating cloud solutions.
Colocation: The Essential Buyer’s Guide
Internap
07/13/2015
Colocation can offer many cost-efficient benefits, including scalability, improved business continuity, security and compliance. In recent years, colocation services have progressed far beyond space and power. Today’s advanced facilities are more energy-efficient and offer higher power densities, hybridization options and even colo-to-cloud connectivity.

This colocation buyer’s guide includes a checklist of important factors to consider before choosing a provider, along with buying criteria to help you make the best decision for your infrastructure needs.
Benchmarking Web Server & Database VMs on Public Cloud
Internap
07/13/2015
Performance is often overlooked when evaluating cloud hosting providers, but it is critical for ensuring optimal fit with your business needs. Virtual machine (VM) performance can be challenging to assess because it can vary drastically across vendors, instance sizes and price, as well as in terms of a particular application’s unique requirements.

This benchmark analysis examines the relative performance of major VM components including virtual cores, memory, block storage, and internal network for Internap AgileCLOUD and Amazon Web Services (AWS) ECS/EBS.
Why Toll-Free Conferencing Doesn't Pay
FreeConferenceCall.com
06/22/2015
Conferencing and collaboration services are big business and a growing trend. The global market forecast for audio conferencing is expected to reach $4.3B by 2015 (Statista 2014). As the sophistication and availability of smartphones, mobile apps, VoIP services and wireless plans improve, the means by which employees join conferences is rapidly changing and has a dramatic effect on the value of toll-free phone numbers. By 2015, there will be an estimated 1.3 billion mobile workers worldwide.
Market Leadership Assessment: Empowering Today’s Diverse Workforce through Cloud Communications
RingCentral
06/17/2015
Seamlessly integrating mobile and distributed employees into the existing workforce presents new, complex challenges for your business. Download your free copy of the Frost & Sullivan report "Market Leadership Assessment: Empowering Today's Diverse Workforce Through Cloud Communications," and learn how the RingCentral cloud phone system uniquely supports modern workforces. This in-depth report analyzes:

. Market factors that have accelerated the adoption of cloud communications across industries
. Ways mature VoIP and cloud technologies benefit your bottom line
. How RingCentral set the standard for connecting diverse, dispersed workforce
How a Cloud Phone System Benefits Multi-Site Businesses
RingCentral
06/16/2015
Whether you have a second location across town or 100 sites spread across the country, seamless connectivity across all your locations delivers a number of benefits. Unfortunately, conventional, onsite PBX systems are not well-suited to businesses with multiple locations. They not only lack key features such as direct extension-dialing and online meetings but also require complex and costly telco connectivity between sites.

This white paper explains the advantages of a cloud phone system, which include:

. Eliminating investment in PBX hardware/software at multiple locations
. Removing the need for PBX-trained IT professionals or service vendors at each site
. Facilitating direct transfers and extension-dialing between business locations
Calculating the Real Cost of a Business Phone System
RingCentral
06/16/2015
The biggest problems with on-premise PBX systems revolve around manageability, flexibility, and cost. When replacing a legacy system, the basic cost of getting a new system up and running may be the most conspicuous concern. But it pays to look beyond the obvious hard costs of a new PBX / IP PBX and phones.

This analysis reveals the many hidden costs of an on-premise phone system, which can total more than the large initial capital expense of the basic hardware. Things to look for when assessing total cost of ownership include:

. PBX upgrades, licensing, and maintenance, including the need for trained resources
. Telecom charges for PRIs, T1s, local long distance, and 800 charges
. Standalone services such as eFax, audio conferencing, and web meetings
. Connecting locations with MPLS, PSTN, or other business exchange lines

This white paper also describes how a cloud phone system like RingCentral can eliminate many of these hard costs, and decrease the burdens and management complexity that challenge IT resources. In fact, for many companies, the cost savings can amount to 30% to 70% or even higher compared with an on-premise PBX system.
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