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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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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.
Top 10 Ways To Boost Contact Center Agent Performance
2016: Year of the Agent

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 10 features you can use in your Workforce Optimization system to help reach your objectives. Most of these methods involve empowering your agents to take part in the workforce optimization process itself. Welcome to the year of the agent.
IoT Security: 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.
Heterogeneous is the New Black
The world of connected machines, sometimes called machine-to-machine or the Internet of Things, is now becoming tangible from both a technological and commercial perspective. However we are all still inundated by the hype proclaiming the pot of gold sitting at the end of the IoT rainbow, but how near are we to that pot? That 50 billion connected devices prediction has now become ubiquitous, but where is the scale? What will generate a return on investment, or do we all need to keep chasing after the rainbow?
How to Visualize your Customer Service and IVR Experience
With the ever growing number of smartphone/device users, more and more people are connected 24/7 to the internet and as such expect their data to be available at the tip of their fingertips. Listening to multiple and confusing options, pressing a digit that may or may not direct the caller to the correct department, repeating information and waiting on the line for the next available representative is becoming an obsolete experience in an age of smart device mania.
The US Contact Center Decision-Makers’ Guide 2015
The "US Contact Center Decision-Makers' Guide (2015 - 8th edition)" is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations. This white paper is taken from “The Mobile Customer, “chapter of the report, discussing what it means to offer mobile customer service for both businesses and customers.
M2M: Powering the Internet of Things - Inspiring Examples From The World Of M2M
Central to creating the IoT and making it work is Machine-to-Machine (M2M) technology. It’s at the heart of the new world and it is already transforming business models and opening up new products and services at a spectacular rate.

Vodafone has compiled examples of how innovative companies are making the most of the M2M opportunity. These examples will get you thinking, planning and hopefully acting to make the most of the opportunity represented by the IoT.
Connected Cabinets: Providing Visibility And Control Of Remote Retail Cabinets
Retail cabinets, such as ice cream freezers and soft drink coolers, are a great way to maximize sales with direct product promotion and better product placement. However, your bottom line and brand could suffer if one of these assets is lost, stolen, damaged or runs out of stock.
Complete Control Of Your Assets: Vodafone Integrated Remote Monitoring And Control Service
What if you could remotely monitor any asset to spot early warning signs of potential problems, diagnose and even fix issues before they cause downtime?

Many of the assets around your business are already equipped with sensors that gather information about vital aspects of service performance, from temperature to power consumption. But getting access to this information and making use of it to improve uptime hasn’t always been easy.
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