Whitepaper Library

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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Customer Engagement: From Interactions to Relationships

Avaya | 06/20/2016

Differentiate your organization through customer engagement.

Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and …

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6 Critical Trends in Smart Healthcare Technology

Avaya | 06/20/2016

Discover the technological solutions to deliver better patient outcomes.

From patient satisfaction to mobility to security, technology’s role in healthcare is changing rapidly as costs go up and demands of an aging population skyrocket. Explore this infographic to learn the six major trends i…

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Best Practices for Deploying a Modern, Predictive IVR System

IntelePeer | 06/08/2016

Automated response systems, or IVRs, are a common source of frustration for customers that must wait to speak with an agent and navigate long menus before finding a resolution. In addition, customer expectations for support have increased. Organizations need to prioritize modernization of their IVR …

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How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI

CallMiner Eureka | 05/09/2016

Analytics is one of the most powerful technologies available to contact centers. It helps enhance the customer experience across all touch while reducing operating costs, improving agent productivity, and increasing revenue. And it does points while enabling call centers to maintain TCPA, FDCPA and …

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Moving Beyond Interaction Analytics to an Omnichannel World

CallMiner Eureka | 05/09/2016

Omnichannel is the future of customer service and support. Download the white paper “Moving Beyond Interaction Analytics to an Omnichannel World,” to find out what you can do NOW, to prepare. While speech and interaction analytics have proven invaluable in a multichannel environment, as omnichannel…

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How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes

CallMiner Eureka | 05/09/2016

This guide, “How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes” explains in layman’s terms what the new Telephone Consumer Protection Act rules mean for call centers, their potential impact and how to apply them. Interaction Analytics is a proven resource for hel…

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Best Practices: VoIP Security Guide

IntelePeer | 05/06/2016

Voice over Internet Protocol (VoIP) can provide cost savings and increased flexibility for your business that other voice systems can’t match. But it also comes with a number of potential security threats that need serious consideration. An experienced VoIP provider like IntelePeer can help you mini…

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Why Healthcare is Moving to the Cloud

IntelePeer | 05/04/2016

The future of healthcare lives in the cloud. With wearable devices and mobile technology, more patients are seeking flexible healthcare options that meet their global lifestyle. Cloud technology allows for greater data storage, a more robust collaboration and stronger security of patient records. He…

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SIP Security Whitepaper

IntelePeer | 05/04/2016

As with any data or communication service, it’s important that all enterprises understand potential security issues related to SIP Trunking. This paper provides an overview of relevant industry requirements and recommendations along with how those requirements are addressed when using SIP services. …

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SIP Trunking 101

IntelePeer | 05/04/2016

Enterprise communications have been rocked by two major developments over the past decade. On the network side, legacy network services like PRI and frame relay have given way to all-IP based alternatives. On the premises side, traditional circuit switched or TDM-based PBX systems have been overtake…

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Frost & Sullivan Exec Briefing, the Business Value of SIP

IntelePeer | 05/04/2016

Empowering workers to communicate effectively with colleagues, customers, suppliers and partners is a mission-critical requirement for any business. While the number of tools that businesses use to communicate has increased, the requirement to connect to the public switched telephone network (PSTN) …

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Finding a True Cloud Contact Center

LiveOps Cloud | 04/29/2016

Cloud Technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.

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Social Customer Service: The Pivotal Driver of the Social Enterprise

LiveOps Cloud | 04/29/2016

The social customer is a no longer a new breed of consumer – they’re the rising majority. They post their opinions and reviews online in public forums, blogs, Facebook, Yelp, and they don’t hold back. These posts can have a huge impact (either good or bad) on your business.

This white paper…

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Seizing the Moments: The Insider's Guide to Perfecting the Customer Journey

LiveOps Cloud | 04/29/2016

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 …

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Connecting with the Next Gen Customer

LiveOps Cloud | 04/29/2016

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 wa…

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4 Steps to a Successful Cloud Contact Center

LiveOps Cloud | 04/29/2016

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 mo…

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WebRTC Server Side Media Processing: Simplified

Surf Communication Solutions | 04/27/2016

A new white paper by one of the world's leading WebRTC bloggers takes an in-depth look at next-gen multimedia processing - and how SURF Communications is providing an ideal solution.

In addition to examining the high-end requirements of WebRTC, and why the GPU plays such a critical role,…

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Bringing Contact Centers Up to Speed in a Cloud-Based World

Ytel | 04/26/2016

Several KPIs that will destroy or grow your contact center.

Whats inside:

Get the most out of your contact center by measuring the right KPIs and making sure your tech is up-to-date. In this whitepaper you will learn:

- If you have the right reporting in place to benchmark succe…

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Carrier Ethernet for LTE Mobile Backhaul Guidebook

Ciena | 04/22/2016

This guide is a handy reference to mobile technology generations and adoption rates, as well as key topics in mobile backhaul technologies, including SLA measurement, service management, MEF-based mobile backhaul architecture, and packet networking synchronization options.

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5 Reason Skype For Business is a Natural Fit for the Contact Center

Clarity Connect | 04/22/2016

Thousands of companies have successfully deployed millions of Skype for Business seats, yet many still don’t think of it as a platform for their contact center.

Learn how a Skype for Business contact center is a great fit for:

• Multi-channel communications
• Cloud…

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