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Night of the Living Prepared: A Contact Center Zombie Guide
A zombie apocalypse is brewing. Multiple breeds of contact center zombies now roam your floors. To survive, you’ll need to be able to identify each strain and know where to aim your weapon.
Altair Semiconductor Explains Why It’s Uniquely Positioned for the Job
Altair Semiconductor
The Internet of Things is expected to change life as we know it – making our businesses, cities, and homes more efficient; our energy, industrial, and transportation systems safer; and our people healthier. But to enable IoT to meet its promise, and do no harm in the process, we need to make sure it is secure. Altair Semiconductor has designed its solutions with that in mind.
Why LTE is the Clear Winner in Terms of Cost, Quality, and Scale
Altair Semiconductor
If you follow the Internet of Things space, you may have noticed all the talk lately about low-power wide area networks. The argument from the LPWA crowd suggests that LTE is more than IoT needs, in terms of bandwidth and cost. Instead, LPWA proponents say, the world needs networks that are purpose-built for the IoT.
Enabling Detection and Ranging for the Internet of Things and Beyond
The IoT will soon interconnect all types of devices across numerous industries. With IoT’s expected growth, ubiquity and potential to reshape our daily lives, many anticipate that this trend will also lead to an explosion of the sensors market.

Rapid advancements in sensing are only reinforcing this movement. Smart sensors may represent just a small part of the IoT, but they will definitely play a vital role in its deployment and represent a key enabler for many new applications.
Senet: The Right Choice for IoT Customers that Opt for LoRa
The vast majority of machine-to-machine devices in place today rely on 2G cellular networks for their connectivity. But the wireless service providers that operate these networks are sunsetting them. That means organizations with existing connected device applications – as well as businesses that are now implementing new initiatives leveraging the Internet of Things – need to find other connectivity options. The good news is that Senet offers a solution that can support the vast majority of IoT applications for all verticals.
M2M Pioneer Offers One-Stop Shop for IoT Solutions
Many companies today realize that they need an Industrial Internet of Things strategy, but really don’t know where to start. Furthermore, the deployment of even a modest IoT solution is a daunting task for any company. Most businesses quickly come to the realization that they lack the deep IoT domain knowledge necessary for success. That’s where Numerex says it can provide extremely valuable assistance.
A LoRaWan Public Network in Action
The media is overflowing with IoT predictions, specifications, and announcements about low-power wide area (LPWA) networks being deployed in many countries. These networks are primarily private networks supporting single tenant customers or standalone applications. Now public LPWA networks are being announced, but what are they doing? What value are they adding to the end consumer, and how are they delivering an ROI for the operator?
Clinical Trial Data Collection Firm ERT Taps Vodafone for M2M
Accurately remembering details after a period of time has passed can be challenging – even more so if you’re not feeling well. That’s why the electronic tracking and delivery of symptom improvement information by patients in pharmaceutical trials is so important. This process is dependent upon an available and reliable network that will get the information where it needs to go.
Addressing the Indirect Tax Challenges Facing Communications Providers
Addressing the Indirect Tax Challenges Facing Communications Providers, an Aberdeen Group white paper brought to you by Avalara, outlines key obstacles communications service providers face in tax management. Many of these can be solved through indirect tax automation, streamlining processes and delivering measurable value to CSPs.
Cloud Opportunity: How to Sell the Cloud to Your Clients
The IT Landscape has been shifting a lot in recent years. For technology providers this means mastering the art of unlocking the potential of the cloud and presenting it to clients and prospects so that they understand and get excited about the new opportunities that the flexible and scalable cloud environment has to offer. Download this informative whitepaper today and learn how to package your offers, market yourself properly and sell the cloud to your clients. By building good offers and establishing yourself as a technology educator you will improve your chances of convincing your clients to move to the cloud.
2016 Customer Experience Trends Report
2016 is a year of personalization, positivity and transparency for both brands and consumers. Get the 2016 CX Trends Report to see why. Download now.
2016: 11 Ways to Boost Agent Performance in 2016
Many contact center managers are looking to set and achieve goals for 2016. What new initiatives will you be setting in place to do just that? We’ve assembled 11 features you can use in your Workforce Optimization process to help reach your objectives.

Most of these methods involve empowering your agents to take part in the workforce optimization process itself. There are revolutionary methods of using webcam recording to help prevent smartphone abuse and improve agent behavior. Welcome to the year of the agent.
Application Assurance for the Borderless Enterprise
Mobility has created a new breed of business, the borderless enterprise, giving way to a work-anywhere philosophy, increasing productivity, responsiveness, and efficiency.

In this Strategic Solutions Series your will learn how a cloud-based monitoring platform for the cloud, TruView Live, turns traditional data center IT into borderless IT, allowing it to truly support the borderless enterprise.
Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
Monet Software
People and technology are the lifeblood of every contact center. Technology, in particular, is the centralized hub around which agents gather the information they need to respond to customer calls, and managers create forecasts and schedules that improve customer experience and service.

Three delivery methods are available for contact center technologies: on-premise, hosted, or cloud-based
This White Paper by Monet Software details each delivery methods and its benefits.

Discover why Cloud solutions are gaining a larger percentage of the contact center industry.
Service KPIs: 18 Things to Consider
KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity.

The most important aspect of a KPI though is that it should improve the service you deliver. So are you using the right ones and looking for the right data?

Download this whitepaper to find out:

o What KPIs you should be measuring
o How to use the data you have more effectively in driving improvements
o 18 considerations to help shape your KPI measurements
Guide to telephony for Salesforce and
It is difficult for growing businesses today. Competition is fierce, banks are stingy and in poll after poll we see expanding businesses have to work harder than ever to achieve growth. In spite of this, there is a real opportunity for you to prosper: cloud telephony.
Using telephony that is seamlessly integrated with Salesforce Sales & Service Cloud as well as you will:

o Improve connect rates by allowing agents to click-to-call or auto-dial your existing Salesforce contacts
o Improve service by providing screen-pops with contact and case details associated with incoming phone calls
o Increase service levels by using Salesforce data to dynamically route incoming calls to the most skilled person or team
o Improve quality and compliance by logging and recording calls
o Improve agent performance by allowing supervisors to monitor calls and coach agents
o Improve your overall service and support by monitoring and measuring agent and team productivity
How to Simplify CTI
Many businesses are missing out on the benefits and improved customer experience that computer telephony integration (CTI) can have. But with the advent of cloud technology, integrating your phone system with your customer relationship management (CRM) system allows you the best of both worlds. This whitepaper explains how this can be achieved.

NewVoiceMedia’s Chris Haggis explains how cloud technology has removed the need for complex on-premise CTI which is inflexible and expensive and enabled the possibility of setting up sophisticated telephony routing based on CRM data in a matter of weeks, and at a surprisingly low cost.
The Combined Power of NewVoiceMedia and Salesforce
If you have invested (or are considering investing in Salesforce®) you understand the need make your sales and service teams as successful as possible.

NewVoiceMedia can take that investment to the next level by integrating your inbound and outbound phone calls with your customer data in Salesforce® to provide
personalized, exceptional service and a superior sales experience. Download this solution brief to find out how NewVoiceMedia can revolutionize the way your company engages with your customers.
The Benefits of Dynamic IVR
With the IVR accounting for as much as 30-40% or more of a call, isn’t it time to really examine how you handle calls through it? Imagine being able to direct customers with outstanding
invoices straight through to finance. Imagine a world where customers with an open case get priority routed through to the agent who was handling their query. Imagine being able to
differentiate your customers by region, or by value, or anything else that matters to you. Imagine giving the power back to your customers to serve themselves.

That is the power of a dynamic IVR. Download this white paper to learn more.
Sales Development Best Practices
Triple digit growth during the last 4 years has seen
NewVoiceMedia grow into a truly global player, with
more than 500 customers in over 100 countries. Serving
customers and attracting prospects globally is a challenge
that many sales organizations are wrestling with, and we
are often asked about our approach to this challenge.

The challenge was how to use a mixture of
technology, process and organizational structure to scale
across geographies in the most efficient manner.
To address this challenge we first spent time examining and
adapting our sales development approach. This whitepaper
explores the changes we implemented and sets out
some recommendations to get the most out of your sales
development teams to drive growth globally.
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