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TMCnet offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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The Broadening of Contact Center Horizons
2/26/2013 9:56:19 AM
Savvy executives recognize that effectively utilizing their contact center technology and human resources can mean the difference between being a market leader and just being one of the pack. In this paper, The Broadening of Contact Center Horizons, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
When Machines Talk to Machines: M2M deployment can make your business systems smarter
2/19/2013 4:22:10 PM
This paper explores the rapid emergence of M2M technologies, the factors that are driving the rapid adoption of M2M, potential implementation challenges and key considerations, and the key areas in which businesses and organizations can take advantage of M2M to make better and more effective decisions more rapidly.
Capture the Customer Experience with Web-based Solutions to Record, Search, and Analyze Conversations Between Customers and Agents
2/6/2013 2:55:34 PM
Call recording and speech analytics applications help businesses gain and maintain an edge by delving deeper into the key challenges faced by contact centers and customer service departments (both in-house and outsourced).
Read how companies can create customizable content searches that automatically monitor audio recordings of conversations and provide access to invaluable information contained within customer interactions. Learn how to use this knowledge to achieve business goals of increased customer satisfaction, added revenue, quality compliance and greater workplace efficiency.
Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps
2/6/2013 2:54:17 PM
Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers’ experiences to:

1. Improve the customer experience
2. Optimize internal processes
3. Identify cost saving opportunities
4. Collect competitive and market intelligence
An integrated approach to managing and securing your mobile environment.
1/23/2013 2:29:41 PM
This IBM solution brief shows how IBM Endpoint Manager for Mobile Devices software and IBM Lotus Notes® Traveler integrate to create a unified approach to mobile device and mobile security management.
Your Gateway to a better 2013
Internet Telephony Magazine
1/3/2013 2:53:11 PM
Learn how your company can adapt to and embrace the latest in networking technology and communications capabilities without heavy upfront costs.

Sangoma delivers gateways and transcoding devices that enable traditional service providers to better compete with the cablecos and mobile broadband providers of the world.

On the enterprise side, Sangoma is helping businesses more easily and affordably adopt the popular Microsoft Lync unified communications platform by providing them with integrated PSTN gateways and their new Lync Express, the only all-in-one Lync Server appliance with a built-in VoIP gateway.

See how your business can get the latest and greatest technologies… without breaking the bank. Download this supplement from INTERNET TELEPHONY now.
An Inside Look Into How Groupon Does Support
11/21/2012 10:48:13 AM
Groupon is one of the most impressive business stories in recent memory with its explosive growth in customers and revenue. On average, Groupon’s customer support agents field 15,000 tickets per day. Download this whitepaper to learn how Groupon was able to quickly set up their customer support department to keep its 25 million+ customer base happy using Zendesk.
How To Support Your Customers with Twitter
11/21/2012 10:44:12 AM
Today, customers are engaging with brands through multiple channels including email, voice, online chat, forums, knowledge bases and social networks. In fact, each month almost 20 percent of people who use Twitter are seeking customer support from a business. Download this white paper to learn how to quickly integrate Twitter into your support department, streamline your whole customer service experience and bolster your team’s effectiveness.
Guide to Multi-Channel Customer Support
11/21/2012 10:40:22 AM
Gone are the days when a customer could only communicate to your business through one-to-one channels like mail, the phone, or in person. The conversations around your business and your customers are happening in greater numbers across an increasing number of communication channels every year. Download this white paper to learn more about the benefits and best practices for offering multi-channel support, as well as leveraging a fast mobile platform within your support team.
Zendesk for Salesforce: An Integration Guide
11/21/2012 10:35:55 AM
The key to a thriving business is creating a growing pool of happy and loyal customers. To achieve this, many businesses are establishing a customer-centric vision and tactical strategy in order to provide exceptional customer experience. Therefore, it is imperative that companies closely track all of their customer interactions throughout the customer lifecycle. Download this white paper to learn more about the benefits and best practices for integrating Salesforce CRM with Zendesk help desk software, along with how quickly you can get both platforms to work together.
SaaS Help Desk Software: Your 6 Requirements
11/21/2012 10:33:46 AM
Software-as-a-Service (SaaS) has come of age. In every industry, enterprises large and small are making the switch from on-premise enterprise software applications to hosted services. Among the applications being transitioned to SaaS, high on the list of priorities are those designed to help manage customer support. However, not all SaaS products are equally mature and feature rich. Organizations considering web-based help desk solutions should carefully evaluate vendor offerings against key criteria, including how quickly they can integrate the software into their support department. Download today.
Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy
11/15/2012 4:18:57 PM
Smartphones and tablets have transformed the business landscape at breakneck speed. Consumers are constantly searching for the newest and greatest mobile technology as sales outpace traditional PC's. But while organizations of all stripes have been quick to recognize the impact of the mobile channel, they haven't acted strategically when it comes to putting mobility's greatest strength to work.

Download Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy. This white paper is designed to expose a more relevant and personalized customer experience with mobile as the base platform.

• Discover the customer expectation for mobile and why it isn't being met
• Learn how to create a uniquely mobile dialogue for engaging your customers
• Gain insight into how to provide a constantly compelling cross-channel experience

Don't miss Taking Aim at a Moving Target: Creating Better Customer Relationships with an Integrated Mobile Strategy. There is opportunity to turn simple transactional usage into dynamic and personalized interactions across devices, channels and geographies. The only question that remains is whether you are ready to implement it.
How to Become an Operations Superstar
11/15/2012 2:35:15 PM
Learn how ClickExpress—an out-of-the-box, cloud-based workforce management solution—can increase your operational efficiency as well as your productivity.

This eBook for operations and customer service managers, will walk you through the challenges faced by field organizations, how a workforce management solution can increase operational efficiency as well as productivity; and how, by campaigning this change, you can become an operations superstar!
Mobile Workforce Management: 7 Key Benefits for Growing Companies
11/15/2012 2:33:59 PM
Get an exclusive look at the real business benefits behind using a mobile workforce management solution.

Once you start to look at your current methods for managing, scheduling and communicating with your field, the opportunity for adopting a technological solution will become rapidly apparent. Start to peel back the layers and you may discover pains and opportunities for improvement that you didn't even realize existed.

In this business paper from ClickSoftware, look into the current trends for scheduling and mobility before doing a deep-dive into the real world benefits of using a mobile workforce management solution.
Deploying a Contact Center in the Cloud
11/13/2012 4:03:35 PM
With the retrenchment in consumer spending enterprises are quickly shifting gears to become customer experience-driven organizations to grow their business and improve the bottom line. In order for enterprises to be successful in this transformation, they must engage with their
customers, learn how best to retain them, increase loyalty and referral business, and keep costs down. Towards this end, enterprises have been forced to rethink their customer care strategies to find the right balance between effectiveness and efficiency.

At the heart of customer care strategies is the contact center -- the central hub of communications and customer service for enterprises; it accounts for the vast majority of consumer interactions and service-related transactions in today's market. Enterprises are increasingly choosing cloud-based contact center services to access a wide range of features and functions and to effectively engage
with customers across multiple channels of interaction in a quicker fashion and more economically palatable way.
Complete range of wholesale carrier services
Internet Telephony Magazine
11/7/2012 2:05:30 PM
Many resellers, VARs and VoIP companies have outgrown their original providers and will benefit from getting more services from one provider.

While many VoIP providers are subject to outages, mistakes in routing, and various other issues that cause interruptions in service, Conexiant Telecom has developed ways to minimize these disruptions and become a provider that everyone can always count on. INTERNET TELEPHONY recently spoke with CEO Gregory Giagnocavo about the company and its value proposition for customers.

Download this supplement to learn more about ways Conexiant can help you with its complete line of wholesale carrier services.
Delivering a Superior Customer Experience
11/1/2012 4:23:59 PM
Businesses know that customer service that meets expectations is important — 90% of customer service decision-makers think delivering good service is critical to their company’s success. With a tough economy and tight budgets, companies need a practical approach to achieving better service. Focusing on the contact center and available collaboration technologies is a realistic way to help improve customer service cost effectively.

This study examines the key steps that will help businesses improve the customer experience across four dimensions: strategy, process, technology and people management.
Introduction to VoIP Fraud
10/24/2012 5:21:12 PM
As VoIP has become more accessible and popular, security threats have grown. In the first half of 2012, 46% of fraudulent calls were made from VoIP phones. The most prevalent threats to today’s VoIP deployments are rooted in traditional data networking and PSTN attacks.

Read this whitepaper for an overview of VoIP fraud scenarios and strategies for prevention.
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.
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