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Drive Business Transformation And Outcomes With IoT (Infographic)
SAP
09/20/2016
As enterprises progress on their internet-of-things (IoT) journeys, they seek to radically transform and strengthen their businesses by turning real-time IoT data into insights, action, and, ultimately, business value. Learn how to drive digital transformation and real business outcomes with IoT solutions.
Live Insights from IoT Propels Outcome-Driven Business Transformation (Forrester Report)
SAP
09/20/2016
Get the findings from a 2016 Forrester Consulting report that evaluates how enterprises are taking advantage of the Internet of Things, specifically how IoT fits into broader digital business transformation initiatives.
IoT and Digital Transformation: A Tale of Four Industries (IDC)
SAP
09/20/2016
Organizations are transitioning at rapid speed from mass-market operating models to consumer-centric models. Download this industry-focused (healthcare, consumer products, manufacturing, and retail) white paper to learn why it’s critical to transform your business at its core to survive in today’s digital economy.
Beyond the Traditional Supply Chain (IDC)
SAP
09/20/2016
Manufacturing supply chains are experiencing levels of change like never before. Significant shifts in consumer preferences and behaviors, along with the emergence of a whole new set of enabling technologies, are conspiring to create both massive opportunities and equally massive challenges. And, it comes as no surprise that supply chains are transforming themselves to meet these opportunities and challenges. Explore how to being your transformational journey.
CRM Success: Top Impacts to the Success of CRM Implementations
Avtex
08/31/2016
Customer relationships are complex. Today, more than ever before, implementations of these relationships touch larger lines of business and require multiple stakeholders of reviewers and approvers. Modern Customer Relationship Management (CRM) solutions are now layers of back-end connections and systems, growing exponentially in capabilities. As a result, the modern CRM system houses data and information that not only manages the day-to-day and forecasted operations of multiple departments, such as sales and marketing departments, but also produces metrics about the effectiveness of their initiatives.
Executive Guide: 4 Strategies to Improve First Call Resolution
Nuance
08/30/2016
First Call Resolution (FCR) is a key contact center metric that serves as a guidepost for gauging operational performance and improving customer satisfaction. But it’s also one of the most difficult to properly evaluate and improve. Learn proven strategies used by the world’s largest contact centers to increate FCR rates, reduce costs and improve customer satisfaction and loyalty.
Forrester Research: Good Alone, Better Together: Integrating Chat and Virtual Agents
Nuance
08/30/2016
In their quest to deliver an improved Web service experience, leading companies have turned to virtual assistants and live chat, deployed either standalone or side-by-side. But according to Forrester Research, companies are missing a huge opportunity by not fully integrating the two—considering those who have are realizing higher-than-average CSAT scores, increased sales and reduced operational costs. Learn how an integrated Web self-service approach can help you improve customer satisfaction and loyalty, while lowering costs.
A system of advanced, patient-centric healthcare
Infinite
08/25/2016
The US healthcare market, one of the largest in the world, has led the way in innovation, with the discovery of new drugs and innovative delivery systems, as well as the development of high-precision procedures for diagnosis and effective treatment. The progress made, however, has come at a cost: a widening gulf between the medical system at large and the principal actor it is supposed to benefit the patient, who is faced with soaring costs and limited access to medical resources at both a doctor and hospital level. In response, we at Infinite are seeing a transformation shipping at this imbalance toward a more patient centered care model, which promises to reinstate the patient at the core of its endeavors by drastically redrawing the parameters and control of care.

This white paper provides information on the industry’s movement towards wellness and patient centered care which including:
• Infinite’s vision of what healthcare will look like in the next 10 years
• Patient engagement through Telemedicine
• Adoption of wearables
• Infinite’s approach to providing solutions that meet the needs of the evolving marketplace
The US Contact Center Decision-Makers' Guide 2016
LiveOps Cloud
08/25/2016
In this 300-page, definitive analyst report, ContactBabel has surveyed more than 220 contact center professionals, and compiled comprehensive insight into the performance, operations, technology and HR aspects of US contact center operations – identifying six major pain points and providing specific solutions and statistical analysis for each.
SIP Client Engine For IP-Phones - Technology Developers
Media5 Corporation
08/24/2016
This article provides relevant guidelines for IP-Phone vendors, looking to support the decision making process on what would be their preferred solution when deciding to enable SIP on their IP-Phone platforms.

In this guide we’ll discuss:

- SIP stack integration common challenges
- M5T SIP Client Engine advantages
- Key benefits for developers
Increasing Fleet Profitability with Telematics
Geotab
08/11/2016
Fleet Savings Report COI vs. ROI

Do you want to run a more profitable fleet? Read this white paper to discover how to uncover potential savings in the areas of safety, fuel, maintenance, and productivity. By pursuing these savings opportunities, You can increase fleet efficiency and improve your bottom line.

What you will learn:

- What is the Cost of Ignoring (COI)?
- How is COI calculated?
- How to use the Fleet Savings Summary Report
- Four key opportunities for cost savings
- Importance of driver behavior management
Defining the Mobile Cloud
Mitel
08/10/2016
The mobile enterprise is here. It’s a product of the intersection of mobile, cloud, and real-time technologies and it’s a major shift.

Mitel worked with Mobile Squared to survey more than 3500 people across carriers and businesses of every size to assess the state of the market.

• The influence of Millennials on the modern enterprise
• Why Cloud is at the heart of the mobile enterprise
• The role of real-time communications
• Cloud enterprise software and application-driven, device-optimized services

Download this report to learn how companies are responding to become Cloud-ready and mobile.
Opening Up Possibilities with Cloud Communications
Mitel
08/10/2016
In businesses and organizations across the world, rooms once humming with wires, black boxes and blinking lights now sit empty. The cloud is the source of the transformation. Read on to find out why some IT pros have embraced it and why some haven’t made the jump.

In this guide, we’ll discuss:

• Upgrade cycles and Moore’s law
• Planned (and unplanned) obsolescence
• Interoperability
• IT resource allocation
• The security element
Delivering a Digital Customer Experience for Today’s Mobile Consumer
Mitel
08/10/2016
Consumers today expect to be able to interact with businesses through the medium of their choice, wherever they are.

You’ll learn:

• How to support businesses to be ready in a digital and mobile world
• The positive impact of a good digital customer experience
• Seven steps for helping businesses to create a successful digital customer experience.
Empower Your Customer Service Team to be Brand Advocates
Frost & Sullivan
08/10/2016
Social customer service is no longer a luxury; it's a necessity. Consumer adoption of all forms of social media is at an all-time high but most companies are still using social media solely for outreach, missing a valuable opportunity for enhanced customer service. Social customer service is just as important to your brand as marketing and can be the key competitive differentiator in your business.

In this article you will discover:

- The business value of social customer service
- What makes the customer service the new marketing
- The right technologies to achieve exceptional customer service
Simplifying Security for Developers: 5 New Rules for Success
CENTRI
08/10/2016
In order to take advantage of the latest digital business models, organizations need security that remains with their data and protects it no matter where it goes. Security needs to be transparent in solutions, without impacting the user experience. Organizations and developers need to define a resilient security architecture and deploy data-centric security technologies that support agility, speed, cost-effectiveness, and innovation in a highly connected world.

For developers of mobile, Cloud or IoT applications, finding the right strategy is not always easy. This white paper offers five new rules for developers to consider when choosing security for their applications with a strong focus on protecting the most valuable asset in the equation - the data.
Finding a True Cloud Contact Center – Top 5 Myths Dispelled
LiveOps Cloud
08/09/2016
Cloud technology is one of the most misunderstood concepts of our time. Software as a service from the cloud has distinct advantages, but with all the market hype, it’s difficult to decipher between what is myth and what is reality.

This eBook delves into the top 5 myths around choosing a cloud-based contact center. It provides insight from key industry players including Gartner, Salesforce.com, IDC and Microsoft to expose the realities and latest trends, bringing clarity to your decision making process.
ICMI: Insider’s Guide to Perfecting the Customer Journey
LiveOps Cloud
08/09/2016
The exploration of the customer journey begins with a simple fact: no organization is perfect. And while it may seem as though everyone else is getting it right, the truth is that even “best in class” contact centers have a few things they wish they could change.

This is what ICMI discovered when they surveyed hundreds of global, leading-brand contact center professionals. From the best to the worst, ICMI dissected the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey. In their report, ICMI Guide to Perfecting the Customer Journey, they offer recommendations to help contact center decision makers:

• overcome the top challenges in the contact center
• transform customer service from reactive to proactive
• train agents to recognize and embrace moments along the customer journey
• implement new technologies to improve time and process efficiencies
• turn all data into actionable data
4 Steps to a Successful Always-on Contact Center
LiveOps Cloud
08/09/2016
Contact centers worldwide are undergoing fundamental changes. They must accommodate multichannel communications without losing their personal touch to meet the new expectations of quality, efficiency, and availability in an “always-on” consumer world.

This white paper outlines how today’s most modern enterprises are evolving their contact centers to achieve strategic organizational goals, from revenue retention to sales growth, and more.
Connecting with the Next Gen Customer
LiveOps Cloud
08/09/2016
Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of the next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.
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