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The Business Value in Balancing Call Center Efficiency with Customer Satisfaction
10/19/2012 3:30:06 PM
Business interactions enabled by the Internet, wireless and mobile capabilities, and multimedia technologies are generating new customer demands and creating new opportunities for organizations that are prepared to offer quality service on-demand through the customer’s preferred channel.

This paper discusses how customer contact centers have the potential to create value on three distinct levels: efficiency, customer satisfaction and business unit value (strategic value) by balancing call center efficiency with the customer experience.
How Mobile Devices are Driving Innovations in Contact Centers
10/19/2012 3:29:01 PM
Businesses cannot afford to ignore the impact that mobility in general, and context services specifically, will have on their contact centers in the very near future.

Given that by 2015, more than 80 percent of their customers are likely to own mobile devices, and expect to use those devices when interacting with businesses, putting a mobility strategy in place is a competitive imperative.

In this paper, the authors share their thoughts about the opportunities in mobile, along with ideas about how to weave them into a mobility strategy so you can capture their benefits and leverage them to gain competitive advantage.
Bringing Social Media Interactions into the Contact Center
10/19/2012 3:27:39 PM
Increasingly, how a company or organization engages with communications taking place on various social media platforms reflects on their brand, whether they like it or not.

For companies or organizations considering bringing social media interactions into the contact center, this paper offers answers to questions that are likely being discussed throughout your business. The questions revolve around whether there is a need to address social media, the benefits that can be derived today and in the future, and the technology decisions involved with incorporating social media into contact center operations.
Benchmarking in the Contact Center: Tips for Managing what you Measure
10/19/2012 3:26:34 PM
With the ability to instantly broadcast compliments and complaints to social media, customers now expect a high level of engagement from companies. Contact centers must strive to continuously improve operational performance and must work to contain costs at the same time.

One of the tools that contact centers rely on to improve their efforts is benchmarking, the process of improving performance by identifying, understanding and adapting best practices found both inside and outside the organization.

This perspectives paper discusses ways in which leading organizations are gaining value from accurate, insightful benchmarking.
The Real Business Value of an Optimal Customer Experience
10/19/2012 3:25:12 PM
Challenging economic times and the commoditization of products and services have caused businesses to rely on customer experience as a differentiator. For many companies, providing good customer service is the cornerstone of their customer experience strategy. More than two thirds of recently surveyed companies say that good customer service technologies play a high or very high role in their overall customer experience strategy.

This report reveals that focusing on an improved customer experience is a top goal of many organizations, as it correlates to increased customer loyalty, lifetime spending and positive referrals.
Next Generation Enterprise WAN: IPv6 Migration Deployment Guide
10/19/2012 2:34:00 PM
Transition to IPv6 with —Cisco Next-Gen Business WAN

Transition smoothly to IPv6 with Cisco Next Generation Enterprise WAN and continue to benefit from your IPv4 investments. See how Cisco network design positions you to grow and meet evolving needs by supporting new applications and services.

Read guide.
Why Cloud Computing Needs a Cloud-Intelligent Network
10/19/2012 2:32:45 PM
Differentiate With a Cloud-Intelligent Network

In a cloud-based world, the network is no longer “plumbing”—it is a strategic asset. In this ZK Research report, see how a Cloud-Intelligent Network is the next step to an optimized cloud experience, enabling improved productivity and competitiveness.

Read report.
Next Generation Enterprise WAN: Regional WAN Remote Access VPN Deployment Guide
10/19/2012 2:31:05 PM
Cisco WAN—Designed for Success in Any Cloud

In any cloud type, networks must carry greater traffic—more intelligently and with stable access anywhere. Learn how Cisco next-gen enterprise WAN delivers must-have scalability within a network that is also easier to deploy and maintain.

Read paper.
A Guide to Cloud-Ready Branch Office Network
10/19/2012 1:00:31 PM
Addressing the Cloud-Readiness Gap in Your WAN

According to Lippis, nearly 55% of employees working in branch offices are cut off from secure cloud computing, leading to poor performance and increased costs. Learn how to close the gap between cloud readiness and wide area networking.

Read paper.
Strategic Solutions Series: Examining the Customer
10/16/2012 2:57:54 PM
This comprehensive report delivers information on the ever-changing customer experience. Learn about the technologies available that can improve the customer experience and your business.
This exclusive report will include:
• How to Improve the Customer Experience
• The Importance of a Unified Multi-channel Contact Center
• How to make Customer Information Work to Your Advantage
• Elevating Customer Care via the Cloud
• Delivering Expansive Functionality at an Affordable Price
The Social Business: Advent of a new age
10/2/2012 10:40:07 AM
As the world becomes more instrumented, interconnected and intelligent and the population continues to embrace social computing, today’s enterprises face the dawn of a new era – the era of the Social Business. Just as the Internet changed the marketplace forever, the integration of social computing into enterprise design represents another enormous shift in the landscape. Organizations that successfully transform into a Social Business can potentially reap great benefits – among them the ability to deepen customer relationships, drive operational efficiencies and optimize the workforce.
Forbo Customer Case Study
10/2/2012 10:38:12 AM
This client success story illustrates how a manufacturer in Europe easily integrated IBM Connections with their existing IBM Lotus Notes software, and decreased the frequency of status meetings by 75 percent, while improving efficiency and transparency within a pilot program. IBM Connections social software supports collaboration and provides greater visibility into projects. It supports faster and more accurate decision-making processes because skills and information are now easier to find.
Collaborate at the speed of business
10/2/2012 10:36:29 AM
The goal: Collaboration at the speed of business. Organizations feel the pressure every day for higher productivity, more innovative ideas and lower operating costs. In response, forward-thinking enterprises are becoming social businesses—activating dynamically constructed networks, including employees, customers and business partners, to improve and accelerate how work gets done.
Building the Better Cloud
Cloud Computing Magazine
9/27/2012 4:25:45 PM
While cloud computing continues to grow in both demand and the number of players in the market, there are only a few real contenders when it comes to public cloud services.

Many cloud service providers, including Amazon, may be an affordable option, but they typically do not offer the performance and reliability organizations need to truly leverage the benefits of cloud.

Evaluating services can be a tedious process. Download this complimentary white paper to learn more about "Building the Better Cloud".
Voice Broadcasting and Outbound IVR: A Cost Effective Way to Get Your Message Heard
9/25/2012 5:18:51 PM
In today's consumer driven marketplace, one of the basic principles of business is that a satisfied customer becomes a loyal customer. While many organizations rely on inbound feedback and phone calls from consumers to handle questions or complaints, proactive outbound information to consumers to keep them informed of new services, products, promotions, and policies can be an integral part in building stronger consumer relationships. This whitepaper will discuss the features and services offered with cloud-based voice broadcasting and outbound IVR solutions, and how they can be implemented by an organization to offer greater flexibility in providing high quality customer service, as well as provide a vehicle for alternative marketing campaigns to gain customer retention, along with lower than expected costs to immediately impact a company’s business.
A Snapshot into Cloud Storage Adoption
7/30/2012 6:10:59 PM
This report analyzes more than 100 survey respondents to understand the current state of cloud adoption in general, and cloud storage adoption particularly. We found a number of surprises (more people have implemented or plan to implement cloud storage than any other cloud computing initiative, including software as a service), as well as confirmation on a few widely held assumptions (security/loss of control remains the single biggest objection to cloud storage). Download the report to understand how your peers are using the cloud and the benefits they’ve begin to see as a result.
The Perfect Blend: The Case for MSPs Delivering Hybrid Storage Solutions
CA Technologies
7/26/2012 12:14:53 PM
MSPs have spent the last decade educating their customers about the need to enhance their data backup, archiving, and disaster recovery strategies. Cloud has certainly offered customers a new way for expanding their data management options, but it isn’t the only way. In fact, choosing a cloud only backup solution may not be the most cost effective and/or optimal solution for the vast majority of companies, from SMB to the largest enterprise.
Rethink IP/Optical Core Management: A service aware approach to managing the integrated IP/Optical core
7/23/2012 11:17:45 AM
As service providers take steps to integrate the IP and optical layers of their network infrastructure to ensure optimal efficiency, they are faced with the challenge of adjusting systems, workflows and processes. Flexibility in these integrated IP/Optical networks is paramount. Often there are distinct groups with separate management systems for IP data and optical networks so there must be an option for both integrated and divided responsibilities. The Alcatel-Lucent 5620 leverages multi-domain, multi-layer management that spans both domains to unify workflows, which achieves maximum efficiency across the broader IP/MPLS and optical management tool-set and OSS environment.
Multiple Paths to Cloud Computing
CA Technologies
7/17/2012 10:31:34 AM
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