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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The Changing Customer Journey

Edify | 10/14/2020

The customer is as kingly as he’s ever been, armed with 24/7 access and the power to elevate or nearly erase a brand’s reputation with a few screen taps.

Brands must now push the boundaries of business communications to undreamed-of heights to create true customer delight. But first, brands m…

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Accelerating File Transfers

FileCatalyst | 09/21/2020

The purpose of this white paper is to address key issues organizations encounter when using
legacy TCP-based file transfer tools. It will also outline several common file sharing methods,
and the issues inherent with each. FileCatalyst solutions are also outlined with details on how
they ov…

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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service

Inference Solutions | 08/27/2020

Written By: DMG Consulting LLC <BR><BR>
Voice self-service has changed dramatically since voice response units (VRUs) first came on the scene in the early 1980’s. The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the curr…

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Why You Need to Embrace Conversational AI for Customer Care

Inference Solutions | 08/27/2020

Written By: Joseph Williams, Analyst, BC Strategies<BR><BR>Ask your CMO or your CRO whether customer success is key to thriving in this digital era. Then ask them how artificial intelligence is going to redefine how customers can achieve success.

Gartner has already done these sur…

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Buyers Guide to Intelligent Virtual Agents and Chatbots

Inference Solutions | 08/27/2020

Major advancements in Artificial Intelligence (AI), Speech Recognition and Natural Language Processing have given organizations that need to automate self-service a giant leap forward. For the first time ever, companies of all sizes can now use Virtual Agents to reduce costs and improve the customer…

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4 SIMPLE STEPS FOR DEPLOYING IoT: MANAGING THE ECOSYSTEM

Aeris | 08/17/2020

This whitepaper looks at the basic needs for an IoT deployment, specifically focusing on the necessary technology, required coverage, a comprehensive level of support, and connectivity management. Download now to dive in!

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LTE-M Pain Points Infographic

Aeris | 08/17/2020

As a leading, global provider of cellular IoT connectivity, Aeris has connected millions of devices around the world. We've designed our LTE-M offering to help you overcome common connectivity challenges and set the bar for quality service in your industry. Download this infographic to get s…

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AERIS FUSION IoT NETWORK: BEST-IN-CLASS CONNECTIVITY

Aeris | 08/17/2020

The Aeris Fusion IoT Network is an intelligent solution for connecting IoT devices across 2G, 3G, LTE, LTE-M, and NB-IoT, and is the first-ever intelligent, 5G-ready solution designed to enable innovation specifically for LTE-M deployments. Download this overview to learn more about Aeris’ best-in-c…

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How to Choose Your IoT Connectivity Technology

Aeris | 08/17/2020

In this infographic, read about the key considerations for de-risking global expansion - selecting connectivity technology for the expansion regions; choosing distribution partners and technologies for scalable operations; and managing regional security and regulations. Download now to figure ou…

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REMOTE AGENT PLAYBOOK

RingCentral 2020 | 06/02/2020

This is a manual to help you prepare your contact center with a business continuity plan to make remote work a functional reality.
While working remotely continues to grow in popularity, the decision to allow teams to work from home has typically presented more challenges for some areas of busine…

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5 WAYS TO CHANGE A TOXIC CALL CENTER ENVIRONMENT

RingCentral 2020 | 06/02/2020

Learn why some call centers can feel downright destructive, and how your business can replace that toxicity with positivity — and success.


No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. When customers call in, they…

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The Total Economic Impact™ Of RingCentral Contact Center

RingCentral 2020 | 06/02/2020

Cost Savings And Business Benefits Enabled By RingCentral Contact Center



To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers of RingCentral Contact Center. To reflect the impact that RingCentral Contact Center could…

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The collaborative contact center: A disruptive approach to customer engagement

RingCentral 2020 | 06/02/2020

It’s estimated that businesses today collectively lose $62 billion per year due to poor customer service.1 So what factors account for this massive annual revenue loss?
High agent turnover rates and slow ramp-up times
Time-consuming sharing of information
Inability to access needed ex…

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Subscription Impact Report: COVID-19

Zuora | 04/27/2020

The worldwide spread of coronavirus (COVID-19) has had a quick and damaging effect on the global economy. However, amongst operational disruptions, supply chain restrictions, and a global recession, subscription businesses are proving to be resilient. In an analysis of hundreds of subscription-based…

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5 Signs You Need to Move Your CC to the Cloud

Serenova | 02/26/2020

No doubt you’ve heard about the rising adoption of cloud contact centers. According to Aberdeen, contact centers that are choosing cloud-based solutions rose steadily between 2013 and 2018.

It’s easy to see why: Executives cite financial flexibility, the ability to scale up or down easily, a…

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3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova | 02/26/2020

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizat…

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Quality Management and Your Contact Center

Serenova | 02/26/2020

81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t…

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Cloud Contact Center Technology Guide

Serenova | 02/26/2020

Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. …

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3 CX Mistakes You’ll Never Make Again

Serenova | 02/26/2020

According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience…

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The Most Important Contact Center Trends You Need to Know in 2020

Serenova | 02/26/2020

To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at …

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