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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Opengear Enhances Your Cisco Out-of-Band Management

Opengear | 03/03/2014

Opengear can help you create a comprehensive Out-Of-Band management solution for your supervisor modules by creating a highly secure and isolated management network using two Opengear IM4216-34 console servers. These units support both serial and Ethernet connections and can create a separate and se…

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Aligning People and Technology to Create an Effective Voice Self-Service Channel

VoltDelta | 02/28/2014

It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self service completion rates along with improved customer satisfaction with this communication channel.

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Voice of Your Customers - Listening is only part of the story

JD Power | 02/27/2014

A world-class voice of the customer (VOC) research program is important to all business centers, particularly contact centers. More than just a survey, a VOC program provides your organization with critical insights, analytical tools and the appropriate context by which to determine the value of the…

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WebRTC Outlook 2014 Report

TMC | 02/27/2014

The WebRTC Outlook 2014 report is based on a survey conducted by WebRTC World in late December 2013. The focus of the survey was to provide feedback to and from the WebRTC community as to how WebRTC would be adopted, how it will be implemented and used and how it will change markets in 2014. The su…

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Medical Alert: A Success Story

Five9 | 02/06/2014

For emergency monitoring device provider Medical Alert, staying on top of their contact center operations is the highest priority - the safety of their customers depends on it! So when Medical Alert began to experience rapid growth, they knew their current premise-based phone system wasn't g…

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NexRep: A Success Story

Five9 | 02/06/2014

Today's customers expect efficient, personalized service when they communicate with a business, no matter the channel. So for contact centers, aligning the right agents to the right customers is critical success, as is maximizing agents' time and performance.

In this brief case study,…

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OnBrand24: A Success Story

Five9 | 02/06/2014

OnBrand24, a leading US provider of call center outsourcing services, was beginning to feel the weight of an outdated, premise-based phone system. It didn't have the latest contact center features OnBrand's customers were requesting, and the features it did have were less than stellar. In o…

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University Bound: A Case Study

Five9 | 02/06/2014

Call centers today need the right technology to empower agents and help them monitor and manage client campaigns. University Bound, a digital marketing agency that helps colleges recruit students, wanted to be able to generate large numbers of student leads, increase speed to lead, and measure agent…

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Case Study: NJ 2-1-1 Success Story: Passing the Ultimate Test

Five9 | 02/06/2014

As an emergency information provider, NJ 2-1-1 needs to get the right answers to their customers as fast as possible. When the company realized their legacy contact center couldn't support the necessary call volume, they knew they needed to upgrade.

Check out this brief case study to learn ho…

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DirectBuy San Diego Success Story: Revving Up Calls- and Profits

Five9 | 02/06/2014

DirectBuy, a wholesale-direct seller of consumer products and services, was having trouble with a slow outbound calling process. Their contact system was too rigid - it only allowed one-to-one calls and had not efficient means of weeding out "do not call" customers. As a re…

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Customer Magazine: Strategic Solutions Series (JD Power)

JD Power | 01/24/2014

Your contact center relies on benchmarking performance to assess and strategize key business objectives. But, is your organization falling victim to benchmarking hazards? In this whitepaper, Mark Miller, senior director of contact center solutions at J.D. Power, explains benchmarking hazards to avoi…

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Fixing the Everyone Problem

Varonis | 01/22/2014

Every organization stores volumes of data on their file servers, NAS devices, and in SharePoint and Exchange, yet it is almost impossible to manually answer critical data management and protection questions. Read this whitepaper to find out how to automate access control clean-up and management - wi…

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Faster SharePoint Migrations with Varonis

Varonis | 01/22/2014

Varonis data governance software can help expedite and streamline the migration of unstructured data from file shares to SharePoint servers and once complete, Varonis can continue to provide the recommendations for access controls that will ensure need to know based access that is in step with data …

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VoIP Security: More Than Just IT Risk

VoIPShield | 01/14/2014

With VoIP adoption on the rise, businesses face growing risk from a wide range of threats targeted at their data networks. VoIP may be attractive for its economic benefits, but without proper security in place, it will be the weak link in your data security chain that hackers will quickly exploit. T…

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Defend Against Injection-based Attacks

Klocwork | 01/07/2014

It goes without saying that as software becomes more prevalent in our daily activities, it becomes imperative that we implement that software in the most secure manner possible.

Software is everywhere and touches everything we do - from the computers we work on to life-saving insulin pumps an…

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Making the Leap: Taking your Call Center to the Cloud

Genesys | 01/02/2014

If you manage or work in a call center, you're aware that customer frustration is one of the biggest challenges you face. But even the best-managed call centers can only do so much. Fortunately, there's a new way to handle customers where they can feel like they have more control, can get their answ…

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