Whitepaper Library

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NICE WFM 7.0: Understanding the Business Value and ROI

NICE | 04/15/2019

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 t…

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Forecasting with Artificial Intelligence

NICE | 04/15/2019

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 …

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Artificial Intelligence in Workforce Management Systems

NICE | 04/15/2019

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.

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AWS Cloud Adoption, Visibility & Management

Kentik | 02/04/2019

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…

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451 Research: 2019 Trends in Cloud Transformation

Kentik | 01/18/2019

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.

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Five Cloud Deployment Mistakes that Will Cost You

Kentik | 01/18/2019

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&#39…

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A Fortune 100 Cable TV and Telecom Provider Enhances Customer Experience with a Customer 360 View, Using StreamAnalytix

StreamAnalytix | 12/18/2018

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 micr…

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The Internet of Things Opens Utilities to New Business Models

Sierra Wireless | 12/13/2018

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-a…

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SCADA Systems and LTE: Top 10 Considerations for Connectivity

Sierra Wireless | 12/13/2018

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 fo…

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The Bottom Line of Better Call Experiences

Neustar | 12/12/2018

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 …

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Customer Engagement and the Call Experience

Neustar | 12/12/2018

The rise in robocalling and call fraud has impacted consumers, businesses and customer engagement. Forrester’s Kate Leggett was a recent guest speaker in our webinar and we sat down with her to answer questions on the importance of delivering great experiences to your customers over the voice channe…

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Gartner Report: How to Select Live Chat Applications for Customer Engagement

Nuance | 10/02/2018

Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales.

The truth is, with the right app, there’s so much more you could be getting from your live chat …

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The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat

Nuance | 10/02/2018

Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.

On their own, they deliver fast, contextual assistance while cutting the cost-…

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Forrester Report: The Top 10 Chatbots for Enterprise Customer Service

Nuance | 10/02/2018

Customers love to self-serve—in fact, 44 percent of US consumers prefer interacting with chatbots over humans for customer service. As enterprises, governments and other organizations look to add chatbots and virtual assistants, vendors have been scrambling to meet demand—yet most don’t seem to meet…

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3 High-Impact Use Cases For Contact Center Analytics

Nuance | 10/02/2018

Considering that across industries, reports show that superior customer experience correlates to faster revenue growth, your entire contact center strategy should be designed to deliver an ever-improving customer experience. What makes your customers feel appreciated and valued? What processes cou…

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Reduce Compliance Risk With Interaction Analytics

Nuance | 10/02/2018

Today’s customer service expectations are more complex than ever before, requiring omnichannel experiences, personalization, contextual continuity, and speed. As if that’s not hard enough, contact centers also have to comply with often complicated or vague regulatory requirements that can make it h…

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Colocation for Financial Services: Turning Obstacles into Opportunities

Coresite | 10/02/2018

Advanced technology is no longer just a means for financial services companies to differentiate themselves. Today, it’s necessary just to stay operational. It’s not surprising then, that financial services companies place a higher priority on digital transformation than any other industry. This eBoo…

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Beyond Data and Graphs: Putting Analytics to Work in the Contact Center

Nuance | 08/28/2018

The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on the findings.

Read this Frost & Sullivan white paper to learn how a best-in-class analytics solution can transform oceans of interaction data into act…

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High Performance, Real-time Data Architecture for the Internet of Things

GridGain | 08/28/2018

Over the last decade, Internet of Things (IoT) adoption has exploded. Today there are more connected
devices than people. These devices range from smart phones and wearables, to connected vehicles, to
industrial equipment, and more. By 2020, Gartner expects the IoT to have over 20 billion conn…

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Just Add Weather: How Weather Insights Can Grow Your Bottom Line

The Weather Company, An IBM Business | 08/08/2018

Analytics and data management can help you increase revenues and reduce costs caused by weather. Every industry has to plan for weather events, and The Weather Company offers the tools to learn how weather impacts revenues and cost, by vertical.

This whitepaper discusses how to measure weath…

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