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How Social Media Ensures Effortless and Engaging Customer Experiences
Frost & Sullivan
Whether voicing issues or praising a brand, customers want experiences that are effortless and engaging. For organizations, in this age of striving for omnichannel customer service delivery, the primary goal is a smooth and seamless customer journey. Lowering customer effort and ensuring the seamless customer journey means having the right tools for the customer service agent. Agents need context and history, across channels, particularly when it involves social media.

In this article you will discover:

- Best practices for ensuring effortless customer engagement
- The business value of social customer service
- The right technologies to achieve exceptional customer service
5 IVR Innovations You Can’t Afford to Ignore – IVR in An Omni-channel World Guide
Nuance
The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As a result, callers are left frustrated—at their critical time of need—when they could be delighted instead.

Download the "IVR in an Omni-channel World" guide to learn more about IVR innovations such as:

• Visual IVR – deliver helpful content to a caller’s mobile device to assist them further during an IVR interaction.
• IVR-to-Digital – enable callers to move from the IVR to digital channels such as SMS chat.
• Automation Assist – empower live agents to silently assist during automated exchanges if needed.
• Voice Biometrics – replace frustrating, time-consuming verification processes by letting customers authenticate with their voice.
• Outbound Reminders and Alerts – notify customers about critical information ahead of time to deflect inbound calls.

If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.
Introducing the GridGain In-Memory Data Fabric
GridGain
This white paper discusses how the GridGain In-Memory Data Fabric easily powers both existing and new IOT applications in a distributed, massively parallel architecture on affordable, industry-standard hardware.

Gartner expects the Internet of Things (IoT) to have over 20 billion connected things by 2020. This many connected devices transmitting information will require an enormous amount of processing to derive value from this data. To cope with this rapid growth of the Internet of Things, successful IoT database platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

GridGain is an in-memory computing platform that delivers unprecedented speed and unlimited scale to modern data processing. Built on the Apache® Ignite™ open source project, GridGain enables high-performance transactions, real-time streaming, and fast analytics in a single, comprehensive data access and processing layer.

Unlike in-memory databases, GridGain works on top of existing databases and requires no rip-and-replace or any changes to an existing RDBMS. And, it can run on premise, in a hybrid environment, or on a cloud platform such as AWS, Microsoft Azure or Google Cloud Platform.

Read “Introducing the GridGain In-Memory Data Fabric” to learn how the features of GridGain can power your IoT applications.
Myths, Exaggerations And Uncomfortable Truths
IBM
Over the past few years, numerous reports have been published predicting how Millennials (those aged 21–34) would revolutionize the workplace. All have one common feature: they assume that Millennials are somehow different from their predecessors.

Read this research report to:
• Debunk five common myths about Millennials
• Uncover three “uncomfortable truths” that apply to employees of all ages
• Take with you five practical recommendations for helping a multigenerational workforce thrive in today’s volatile work environment
The Future Of Work On Digitally Proficient Teams
IBM
Everywhere we look, the tools and culture of work are changing. Everything is becoming computerized or digital. Everything is available online, accessible all day, every day, from almost anywhere, thanks to mobile devices likes phones, tablets and wearables. This “digital transformation” has changed our personal lives in areas such as online shopping, banking, and trip planning. Now that same digital transformation is reshaping our
work lives as well.

This report looks at the new era of work and highlights key areas where people should become proficient in
order to help teams work together effectively.
IBM Connections™ Brings Focused Collaboration To Teams Of Any Size
IBM
Cut through the clutter and collaborate more effectively.

Most businesses assert that people are their most valuable asset, but are they realizing the full potential of those people to drive innovation and competitive edge? Both teams and organizations are challenged with bringing focused collaboration to everyday work—a challenge that can be met with IBM Connections.

Read this white paper to learn more about:
--Team dynamics
--Connections' unified capabilities and benefits
--What's included in Connections' flexible, affordable bundles
--How our customers use Connections to solve their collaboration challenges
Why Now Is Time To Move To A Cloud Based Phone System
net2phone
It may be that the current contract for your premises-based phone system is up for renewal soon - or that you've simply been hearing great things about VoIP, hosted telephony, and SIP Trunking. Whatever the case, now more than ever, it's worth giving serious consideration to moving your business telecoms system into the future on a platform that's based in the cloud. Here are some reasons why.
Your Cloud PBX Questions Answered
net2phone
The days when a Private Branch Exchange or PBX was exclusively a clunky old box taking up space in a closet on your business premises are long gone. PBX and full-blown telecoms capabilities now exist in the cloud - and in this article, we'll be answering some of the typical questions that business users have about them.
Hosted PBX Vs.Onsite PBX
net2phone
For the organization looking to move away from its existing telephone system, there are many considerations to be made. The decision to move to VoIP is practically a no-brainer. The more difficult choice comes when deciding whether a premise-based solution or a cloud phone system will be best for the business. In this article, we'll examine the key differences between the two.
Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers
Serenova
Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.
Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation
Serenova
Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.
The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models
Serenova
Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.
Smart Delta: Secure Over-The-Air (OTA) Tehcnology for Remote Management of IoT Solutions
HARMAN
The white paper discusses an Over-The-Air technology (OTA) technology - Smart Delta - that produced a 10-fold reduction in size when updating a software payload to an IoT device within a smart city, smart building, infrastructure, industrial automation, consumer wearable, or a healthcare setting. The paper addresses use of in-house OTA solutions, references security considerations, and outlines industry examples to underscore the remote management considerations in IoT.
Realize New Services in an Instant with a Distributed NFV Architecture
Ciena
Enterprise networks are typically deployed with routers, firewalls, WAN optimizers, security, and other proprietary, dedicated network appliances. A Distributed Network Functions Virtualization Infrastructure (D-NFVI) changes all that by decoupling network functions and allowing them to be placed when and where they are needed. This paper discusses some of the important features of D-NFV that enterprises need to know before getting started with NFV.
Winning the Expectations Game in Customer Care
Nuance
The pressure is on to meet rising consumer demands for easy, effortless and integrated service experiences across an ever-growing number of channels. As a result, the customer care delivery model is about to change dramatically, according to researchers at McKinsey and Company.

Download their latest research report “Winning the Expectations Game in Customer Care” to learn:

• The five trends that will shake up today’s customer care delivery model and change the role of your contact center.
• How automation is rapidly changing the requirements of traditional contact centers.
• Why technologies such as virtual assistants and bots will ultimately serve as gatekeepers to critical channels such as voice, chat and IVRs.
• The top priorities of customer care leaders in 2017 and beyond.

Don’t miss this compelling report on how to best position your organization to maximize customer loyalty and revenue in the next five years.
A GridGain Systems In-Memory Computing White Paper
GridGain
With the cost of system memory dropping 30% every 12 months, in-memory computing has become the first choice for a variety of workloads across all industries. In-memory computing can provide a lower TCO for data processing systems while providing an unparalleled performance advantage.

In-memory computing technologies take many forms, ranging from in-memory data caches on a single server to in-memory databases (IMDBs), in-memory data grids (IMDGs), and comprehensive in-memory computing platforms (IMCPs). High performance in-memory computing technologies can even allow real-time analytics to run on operational datasets, enabling the implementation of hybrid transactional/analytical processing (HTAP) systems that can provide significant cost and complexity savings.

The GridGain in-memory computing platform provides a way to simplify the HTAP architecture for IoT databases and analytics. It addresses the needs of both transactional and analytical processing and also provides persistency and event processing — all in a high-speed, linearly scalable platform. And GridGain is just one core technology with one skill set to learn.

This white paper provides an overview of in-memory computing technology with a focus on in-memory data grids. It discusses the advantages and uses of in-memory data grids and introduces the GridGain In-Memory Data Fabric. Finally, it presents a deep dive on the capabilities of the GridGain solution.
High Availability DNS Reduces Downtime Risk and Improves End-User Experience
Dyn
Global DNS performance and availability are critical to user experience. According to Gartner, “DNS is mission-critical to all organizations that connect to the internet. DNS failure or poor performance leads to applications, data and content becoming unavailable, causing user frustration, lost sales and business reputation damage.” But many businesses still rely on a single, often in-house DNS solution that lacks global scale and resiliency.

This white paper reviews the business advantages of implementing a high availability DNS architecture using redundant DNS services. You will learn:

• The critical role DNS plays in the user experience.
• The risks of relying solely on a single DNS solution.
• The added performance and reliability benefits of a high availability DNS architecture with a redundant managed DNS service.
• Criteria for evaluating a managed DNS service provider.
Delivering the Promise and Value Through Outsourcing
USA800
Take a look at how you can accurately assess the ROI of outsourcing a call center; what a good outsourcing opportunity looks like; warning signs of a break down after an outsourcing agreement is reached and potentially overlooked ROI opportunities. It’s all there in USA800's white paper Delivering the Promise and Value in Outsourcing.
High-Performance Data Architectures for the IoT: A GridGain Systems In-Memory Computing White Paper
GridGain
By 2020, Gartner expects the Internet of Things (IoT) to have over 20 billion connected things. With this many connected devices transmitting information, there will be an enormous amount of processing required to derive value from this data. To cope with this rapid expansion in the Internet of Things, successful IoT platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

This white paper takes a look at popular use cases for and components of IoT. It then discusses the challenges caused by typical approaches to IoT data architecture and its associated resource requirements. You will learn how an in-memory computing platform can simplify this architecture and reduce your team’s learning curve.
Advanced Process Automation: Setting New Standards of Service in Front & Back Office Operations
NICE
With service-level expectations rising more quickly than budgets, back-office employees are just as critical a component in building and sustaining profitable customer relationships as their counterparts in the sales and service departments. Every point of contact, whether it be direct or indirect – a bill, a call to the contact center, an online interface or a step in the claims process – has the potential to make a customer feel more or less engaged with the company. Each point of contact is an opportunity to meet rising customer expectations, grow the business by upselling a product or service, or, conversely, to make an error or lose a customer.
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