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 Service in the Age of the Cloud

Fusion | 09/26/2016

The ability to provide excellent customer service matters more than ever, given the expectations of consumers today. Take a recent report from Microsoft on the state of customer service, for example. The company found that 67 percent of Americans consider the quality of customer support to be a &quo…

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CRM Success: Top Impacts to the Success of CRM Implementations

Avtex | 08/31/2016

Customer relationships are complex. Today, more than ever before, implementations of these relationships touch larger lines of business and require multiple stakeholders of reviewers and approvers. Modern Customer Relationship Management (CRM) solutions are now layers of back-end connections and sys…

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A system of advanced, patient-centric healthcare

Infinite | 08/25/2016

The US healthcare market, one of the largest in the world, has led the way in innovation, with the discovery of new drugs and innovative delivery systems, as well as the development of high-precision procedures for diagnosis and effective treatment. The progress made, however, has come at a cost: a…

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The US Contact Center Decision-Makers' Guide 2016

LiveOps Cloud | 08/25/2016

In this 300-page, definitive analyst report, ContactBabel has surveyed more than 220 contact center professionals, and compiled comprehensive insight into the performance, operations, technology and HR aspects of US contact center operations – identifying six major pain points and providing specific…

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SIP Client Engine For IP-Phones - Technology Developers

Media5 Corporation | 08/24/2016

This article provides relevant guidelines for IP-Phone vendors, looking to support the decision making process on what would be their preferred solution when deciding to enable SIP on their IP-Phone platforms.

In this guide we’ll discuss:

- SIP stack integration common challenges
- …

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Increasing Fleet Profitability with Telematics

Geotab | 08/11/2016

Fleet Savings Report COI vs. ROI

Do you want to run a more profitable fleet? Read this white paper to discover how to uncover potential savings in the areas of safety, fuel, maintenance, and productivity. By pursuing these savings opportunities, You can increase fleet efficiency and improve …

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Defining the Mobile Cloud

Mitel | 08/10/2016

The mobile enterprise is here. It’s a product of the intersection of mobile, cloud, and real-time technologies and it’s a major shift.

Mitel worked with Mobile Squared to survey more than 3500 people across carriers and businesses of every size to assess the state of the market.

• …

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Opening Up Possibilities with Cloud Communications

Mitel | 08/10/2016

In businesses and organizations across the world, rooms once humming with wires, black boxes and blinking lights now sit empty. The cloud is the source of the transformation. Read on to find out why some IT pros have embraced it and why some haven’t made the jump.

In this guide, we’ll discuss…

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Delivering a Digital Customer Experience for Today’s Mobile Consumer

Mitel | 08/10/2016

Consumers today expect to be able to interact with businesses through the medium of their choice, wherever they are.

You’ll learn:

• How to support businesses to be ready in a digital and mobile world
• The positive impact of a good digital customer experience
•…

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Empower Your Customer Service Team to be Brand Advocates

Frost & Sullivan | 08/10/2016

Social customer service is no longer a luxury; it's a necessity. Consumer adoption of all forms of social media is at an all-time high but most companies are still using social media solely for outreach, missing a valuable opportunity for enhanced customer service. Social customer servic…

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Simplifying Security for Developers: 5 New Rules for Success

CENTRI | 08/10/2016

In order to take advantage of the latest digital business models, organizations need security that remains with their data and protects it no matter where it goes. Security needs to be transparent in solutions, without impacting the user experience. Organizations and developers need to define a resi…

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Finding a True Cloud Contact Center – Top 5 Myths Dispelled

LiveOps Cloud | 08/09/2016

Cloud technology is one of the most misunderstood concepts of our time. Software as a service from the cloud has distinct advantages, but with all the market hype, it’s difficult to decipher between what is myth and what is reality.

This eBook delves into the top 5 myths around choosing a c…

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ICMI: Insider’s Guide to Perfecting the Customer Journey

LiveOps Cloud | 08/09/2016

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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4 Steps to a Successful Always-on Contact Center

LiveOps Cloud | 08/09/2016

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 m…

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Connecting with the Next Gen Customer

LiveOps Cloud | 08/09/2016

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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ICMI Multichannel Forecasting & Scheduling Tool Kit

LiveOps Cloud | 08/09/2016

Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know…

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The Inner Circle Guide to Omnichannel Customer Contact

LiveOps Cloud | 08/09/2016

Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from Contac…

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CCIQ Cloud Contact Center Report

LiveOps Cloud | 08/09/2016

Examine the call center technology landscape and gather actionable insights with CCIQ’s new Executive Report on Contact Center Technology.

CCIQ surveyed industry leaders and decision makers to determine their top selection criteria for new technology; performance criteria to evaluate existi…

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Giving up Control: The Customer is King Again

Frost & Sullivan | 08/08/2016

Frost and Sullivan recently invited select companies to participate in a new and unique thought leadership forum - our Virtual Think Tank. The executives who contributed their opinions and insights hail from a variety of name-brand companies such as: jet.com, TD Bank, Lincoln Financial Group, and V…

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Don’t Let Communications Tax Compliance Challenges Halt Innovation: Automation Keeps You Competitive

Avalara | 07/28/2016

The communications industry is in a state of extreme change, both in services offered and the way they are delivered. To stay ahead of the competition, communications service providers often offer a variety of new and in-demand services bundled in unique combinations. The complexity and velocity of …

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