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Trisys Delivers on Call Recording
Trisys
Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and the like, the right call recording product introduces accelerated ROI.

In this white paper Trisys offers a snapshot into a number of case studies, delivering insight into what call accounting and recording can do for your SMB or enterprise.
Autonomous Response: Threat Report 2019
Darktrace
This report details seven case studies of attacks that were intercepted and neutralized by cyber defense AI, including insider threat, ransomware, and IoT attacks.
Cloud Threat Report 2019
Darktrace
This report summarizes 11 case studies of cloud-based attacks identified by cyber AI, including spear phishing, insider threat, and zero-day malware. The case studies demonstrate how weak indicators of malicious activity were only detectable using Darktrace AI, a cloud-native solution that detects and responds to advanced cyber-threats in hybrid and multi-cloud environments.
Forrester Wave for B2B Commerce Suites, Q3 2018
SAP
SAP has been recognized as a leader in The Forrester Wave: B2C Commerce Suites, Q3 2018 report. Forrester evaluated the 11 most significant B2C commerce suite providers. According to the report, “SAP Commerce Cloud delivers a full featured suite that leverages the strengths of the SAP ecosystem and integration with the SAP S/4HANA and SAP C/4HANA applications.” The report also notes that “SAP Commerce Cloud is a best fit for companies looking for an industrial-strength full function commerce platform that is in wide use across several industry verticals.”

Deliver personalized digital commerce experiences with SAP Customer Experience. For more details on the Wave evaluation, please download the complimentary copy of the report.
Forrester TEI Report Service--The Total Economic Impact™ Of SAP Service Cloud
SAP
In today’s competitive world, customers have more choices than ever before, they have less patience in meeting their needs and they are eager to share their experiences -whether good or bad. With SAP Customer Experience service solutions, organizations can give their customers the right service on the right channel, delivering an excellent customer service experience at every point in their journey.

In a 2017 Total Economic Impact study, Forrester Consulting found that a composite organization, a B2B company with 10,000 employees and 100,000 calls per month, realizes the following benefits when they invest in SAP Hybris Cloud for Customer, now part of the SAP Service Cloud:

- 363% ROI
- Increased service and field representative efficiency by 40%
- Raised income from upsell by 19%
- Reduced call center operational costs by 42%

Want more details? Download the Forrester study commissioned by SAP.

The Total Economic Impact of SAP Hybris Cloud for Customer (now part of SAP Service Cloud), a 2017
Forrester Consulting study commissioned by SAP.
The Three Phases of a Successful Cloud Migrating
Hitachi Vantara
Read this white paper to consider three phases of successful cloud migration, what IT teams need to consider at each step, the business aspect of design decisions, best practices and how Hitachi Vantara Cloud Migration Services from can help.
Demystify Your Cloud Journey
Hitachi Vantara
The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making them more digital and agile. Replacing your IT infrastructure with a cloud first approach, or even integrating both approaches, can be a daunting task.This white paper discusses the key factors to consider when migrating to the cloud.
Employee Experience and Customer Experience: Two Halves of the Whole Equation
RingCentral
This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.

Executives should read this report to understand the challenges that organizations face if they take a
siloed approach, as well as the benefits of creating a more seamless experience for people both inside
and outside of their organization. We also provide recommendations on how to get started.
HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders
RingCentral
Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on their terms if they expect to build strong brand loyalty. Because if brands aren’t using those tools, customers simply move on to those that are.

That’s why it’s so critical for brands to build new digital avenues to communicate with their customers. Companies that deliver rich, personalized, and consistent customer experiences across all channels, particularly digital ones, have the inside track to grow market share and revenue.

The challenge of building a superior customer care strategy begins by empowering agents with the tools and solutions required to solve customer issues quickly and effectively. To do so, they need technology that builds complete customer profiles and gives agents immediate access to the company experts who can solve problems quickly. The goal of any successful organization today is to go beyond voice and chat technology to deliver an “omni-digital” customer engagement strategy that helps them reach customers on all the digital communications channels they love today, as well as those they’ll use in the future.

The following guide will help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.
What Small Businesses Really Want from their Unified Communications System
Digium
Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.

Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller businesses. Through the process of educating and supporting businesses as they navigate the purchase or replacement of their business phone system, Sangoma learns a lot about each individual business.

The small business customers that Sangoma works with generally fall into four broad categories, each choosing UC to satisfy one primary and overwhelming business need.

Businesses in each of the four categories has the potential to reap unique benefits from adopting UC to replace their business phone system and consolidate their business technology.

In this short guide, you will learn:

* What a Unified Communications (UC) system is and what it entails.
* The four broad categories small-to-medium businesses fall into when shopping for a new phone system.
* How UC uniquely satisfies the needs and exceeds the expectations of businesses in each of these four categories.
NICE WFM 7.0: Understanding the Business Value and ROI
NICE
More than one-third of contact centers struggle with unpredictable customer traffic, resulting in overstaffing or understaffing.

Overstaffing is the simplest way to waste money, and understaffing leads directly to unhappy customers. To avoid either extreme, you need the right employees in the right place at the right time.

To tackle the issue of unpredictable customer traffic, forecasting tools must be able to handle incredibly complex demands and weigh and incorporate a range of source, input, historic and real-time data.

Download this whitepaper and discover why forecasting is the foundation of efficiency.
Forecasting with Artificial Intelligence
NICE
We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.

These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments that are enabling increasingly accurate projections.

The most robust contact centre forecasting tools have far-reaching impact. Advanced statistical methods can help users realise consistent customer service, improve retention and lower costs across the board through market-leading capabilities. Although the concept is simple, the execution is anything but.

Download this whitepaper to uncover the full discussion surrounding the new Forecasting with Artificial Intelligence solution within WFM 7.
Artificial Intelligence in Workforce Management Systems
NICE
Determining optimal schedules and efficiency gains when using multi-skilled employees is highly dependent on a significant challenge in today’s omnichannel work centres: the ability to accurately estimate when and to what extent an employee needs to be shared across multiple work streams.

Accurate schedule generation is a challenge given today’s creative scheduling concepts, and it’s further complicated by the need to accurately split an employee’s productive time across two or more work queues.

Without a reliable understanding of the time an employee will contribute to each work area, the use of multi-skilled employees can lead to poor decisions… and poor customer service.

Download this whitepaper and discover how an AI and ML driven solution can reduce pain points associated with WFM.
AWS Cloud Adoption, Visibility & Management
Kentik
Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.

Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common).
• Biggest cloud challenge: Cost management.
• Users have at least 2 tools to try to gain cloud visibility.
• A big gap exists in using AWS VPC Flow Logs for cloud visibility.
451 Research: 2019 Trends in Cloud Transformation
Kentik
In a new report, 451 Research analysts dig into seven trends happening amidst the move to the cloud, as well as the recommendations and clear winners and losers for each of the trends. Sponsored by Kentik, this is a must read for cloud users and service providers.
Five Cloud Deployment Mistakes that Will Cost You
Kentik
We hear about the many benefits of cloud-deployed applications including “faster,” “lower cost,” “improved ROI” and more. But when it comes to networking, it’s not that simple. Without visibility into how cloud resources are utilized, it’s easy to make costly mistakes.

Download Kentik's white paper, to learn about the five network-related cloud deployment mistakes which negate the cloud benefits and the solutions to avoid these pitfalls.
A Fortune 100 Cable TV and Telecom Provider Enhances Customer Experience with a Customer 360 View, Using StreamAnalytix
StreamAnalytix
This US-based cable TV service provider was facing customer retention and customer acquisition challenges and was looking to develop enhanced capabilities to offer personalized customer service and offers on-the-go.

StreamAnalytix platform provided a real-time customer 360 view, enabling micro segmentation and targeting, dynamic campaigns, and proactive customer service across touch points, leading to:

• Micro customer segmentation for relevant offers and personalized experience
• Tracking of service usage and engagement levels
• Actionable insights from contact centre monitoring in real-time
• Real-time visualization and detection of service errors
The Internet of Things Opens Utilities to New Business Models
Sierra Wireless
Today, utility companies are faced with challenges on every front; consumers, regulatory agencies, competition, profit erosion and aging infrastructures. To maintain greater speed and agility in market, utility companies must adapt faster to change, get closer to customers, increase focus on value-added services, and collaborate more dynamically with a wider range of potential partners.

The Internet of Things (IoT) enables companies to embark on new business models to meet these increasing demands—at a much faster rate and with relatively minor investments, as compared to traditional infrastructure investment costs and timelines.

Download this white paper to learn:

•The transformation and changing needs of utilities
•How IoT can support business models for change
•Top 5 essential steps for getting started with IoT
SCADA Systems and LTE: Top 10 Considerations for Connectivity
Sierra Wireless
SCADA applications require equipment that can operate in remote and dispersed locations, where limited power supply and environmental conditions can impact connectivity.

The equipment solutions used in harsh conditions need to withstand extreme temperatures and operate without interruption for years at a time.

Solutions such as gateways should be optimized for performance in rugged conditions with low power consumption, that can run on locally installed solar panels.

Download this white paper to learn:

•Key environmental challenges of SCADA applications
•Considerations for industrial-grade equipment solutions
•Top 10 things to evaluate, when connecting to data acquisition systems
The Bottom Line of Better Call Experiences
Neustar
In our increasingly digital world, phone calls provide rare moments of human connection with customers. But the scourge of robocalls and call fraud has compromised this key communication channel. Neustar's Branded Contact Management solutions help improve outbound call engagement and bottom line results.
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