Whitepaper Library

TechZone360 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.

If you are interested in contributing your White Paper into the TechZone360 White Paper Library, please contact us.


Reduce UC Costs and Increase Business Performance in the Cloud

NEC | 11/13/2015 1:42:33 PM

Learn what IT Pros consider important when evaluating Unified Communications solutions. This white paper explores:

• The growing market for Unified Communications as a Service
• Advantages of Cloud over on-premises systems
• Finding the right UCaaS partner


The Case for Cloud Communications

NEC | 11/13/2015 1:41:54 PM

Cloud computing technology is revolutionizing the face of IT and business phone services. Learn why Cloud Communications has become increasingly attractive to businesses of all sizes. This white paper explores:

• Current trends in Cloud Communications
• The impact of Mobile Communications
• Security in Cloud Communications


Enhancing the User Experience with Cloud UC

NEC | 11/13/2015 1:39:32 PM

Contrary to popular belief, unified communications isn’t about the technology – it’s about the user experience. This white paper explores:

• What “Unified Communications” really means
• Key differences between traditional phone systems vs. cloud services
• What to look for in a contemporary communications solution


HP WFO: A New Position for a Brand you Trust

Frost & Sullivan | 11/12/2015 9:34:20 AM

When HP went through its restructuring exercise several years ago, something magical happened for contact centers. The shackles came off and HP’s contact center offering started to get the attention it deserved, and HP WFO Software group was born. Currently with 24 technology patents in the contact center arena, HP has built its practice through acquisitions, internal technology innovation, and also by gaining a wealth of experience running its own contact centers.

With a 32-year history of innovation in the contact center industry, HP WFO Software (formerly etalk) provides enterprise contact centers with a fully integrated workforce optimization solution for: Strategic planning, Workforce management, Call recording, Coaching and eLearning, Interaction analytics, and Surveying.

In this paper we discuss:

• The structure of HP WFO Software
• Frost & Sullivan’s research on multi-channel options in the contact center
• The use of Voice of Customer, speech and multi-channel analytics


The Key to a Sustainable IP Reseller Strategy: Partner With the Right Provider

Panasonic | 11/5/2015 12:30:23 PM

Not only is the UC market experiencing uninterrupted growth, it is simultaneously undergoing significant change. Most notably, the market is aggressively shifting toward IP-based communications, driven by the proliferation of such technologies as cloud computing and mobility.

Many industry pundits posit that the market is currently undergoing its greatest shift since the initial emergence of UC, which originally disrupted the on-premises PBX industry. As such, traditional telecom resellers can no longer rest on their laurels if they hope to more aggressively compete and gain share in this rapidly growing and changing market. Rather, they need a solid game plan that will quickly drive them toward IP, which will in turn bolster their competitiveness and market relevancy.

In this white paper you will review the top benefits of IP communications for the enterprise and the key to unlocking success.


Transforming Margin Into Capacity With Liquid Spectrum

Ciena | 11/4/2015 9:30:46 AM

As optical networks become increasingly flexible and software-driven, network operators need to rethink the Present Mode of Operation for planning and deployment. Flexible coherent modems and programmable photonics are essential tools in extracting the most value from a given network investment. The ability to leverage Liquid Spectrum techniques can transform network margin into capacity that can be used for network optimization, new service offerings, or increased availability.


Hybrid Optical Cables for High-Speed Digital Video

Cosemi Technologies, Inc. | 10/23/2015 9:01:37 AM

As AV displays continue to get bigger with higher resolutions, the IO connection between devices becomes a barrier and limits the user experience. Designed for cable manufacturers, this whitepaper from Cosemi summarizes how a hybrid active optical cable supports video transmission for consumer applications at a high data rate and enables a high-speed interconnect between devices.


The Shift To Mobile Breathes New Life Into Old Interactive Voice Response Systems

Jacada | 10/15/2015 1:21:24 PM

This white paper, authored by the 451 Research Mobility Team (powered by Yankee Group) Director, Sheryl Kingstone, addresses the opportunity to improve customer service via mobile.

Key Discussion Points:

• New forms of mobile interactions that eliminate traditional frustration points and enable businesses to become more transparent as customers demand more control and insight into their interaction
• How companies can improve the availability of the right information at the right time to win back customers who developed a lack of faith around self-service initiatives
• How simplified and context-driven interactions reduce inbound call volume and streamline information for the agent
• How visual interactions overcome the problematic tradeoff between usability and functionality that traditional IVR systems suffer from


Demystifying Omnichannel Customer Engagement

Jacada | 10/15/2015 1:18:17 PM

Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels (voice, mobile, web, digital, social).

Key Discussion Points:

• Omnichannel customer engagement overview
• What consumer trends drive omnichannel engagement?
• How to implement an omnichannel journey that is customer centric focused?
• How to build a business case for omnichannel customer engagement?


Visual IVR vs Other Self Service Options

Jacada | 10/15/2015 1:15:09 PM

Learn how Visual IVR empowers your customers and your agents while making traditional connectivity solutions like chat and click to call easier to engage and use.

Key Discussion Points:

• How to quickly offer a personalized and connected experience to your customers as 69% of them already expect to hop across channels effortlessly (Forrester)
• Seamlessly blend self service with agent assisted service across multiple channels
• Find out how Visual IVR compares and complements common contact center connectivity solutions such as: chat, click to call, cobrowse, virtual agents


"The Mobile Customer" chapter of ContactBabel's "US Contact Center Decision-Makers' Guide 2015"

Jacada | 10/15/2015 1:05:31 PM

With the rapid growth of smartphone users, the mobile customer is relevant to every organization, in every vertical market, in every geography of the world. This chapter discusses what it means to offer mobile customer service for both businesses and customers.

Key Discussion Points:

• Mobile customers communication methods
• Cross-channel escalation
• Comparison of self-service solutions
• Corporate ownership of the mobile function
• Future trends in Mobile


The Cloud Batting Order: Understanding How Communications Fits in the Lineup

Mitel | 10/1/2015 10:41:53 AM

In business, as in baseball, communication and collaboration are critical to working like a team toward a common goal. Having the right equipment can be a big part of that. Chances are, you’ve already moved some of your business applications to the cloud, which will better prepare you for working communications into your cloud lineup. If you still haven’t unified your communications in the cloud, now might be the best time to act—before the competition gets a competitive edge.

As it turns out, the strategies that work in baseball also make a lot of sense when filling out your cloud solutions lineup. By arranging your cloud investments in the right order, you’ll score more revenue, drive in more ROI and maybe even shut out the competition.


What To Do When Windows RDS Is Running Slow?

Sangfor | 9/25/2015 11:18:48 AM

While Microsoft’s Remote Desktop Protocol (RDP) has seen a lot of upgrades over the years, it’s still not perfect. RDP has seen its bandwidth footprint reduced considerably and enabled multimedia support, but there are a number of issues that can still slow things down. We created this guide to help you diagnose the problems that can create lag-time for your users and help you tune your system to work better.


How Cloud Communications Is Opening Up Possibilities (and Floor Space): An exploration of cloud vs on-premises communication use cases

Mitel | 9/22/2015 8:48:45 AM

In businesses and organizations across the world, rooms once humming with wires, black boxes and blinking lights now sit empty. In a lonely phone closet, there’s only dust, a single lonely terminal, or perhaps a foosball table where IT pros can let off steam.

The cloud – and more specifically, cloud communications – is the source of the transformation, which has fundamentally changed the IT landscape. Some IT pros have embraced it. Some are working on migrating to the cloud over time. And others, through choice or necessity, are sticking with a premises-based approach.

Read the white paper "How Cloud Communications Is Opening Up Possibilities (and Floor Space)" to find out why some IT pros are shopping for game tables to go in empty server rooms while others are untangling wires and watching blinking lights—and which cases make the most sense for each approach.


Internet Performance for Dummies Guide

Dyn | 9/9/2015 2:40:11 PM

We get it - all this talk about Internet infrastructure, cloud infrastructure optimization and Internet Performance can be overwhelming. To help untangle the “web” of confusion, we partnered with the pioneers of making the confusing simple, Wiley, to create the Internet Performance for Dummies guide.

Here’s a peek under the cover:
• Implementing an Internet Performance approach for availability, speed, revenue and more
• The customer experience and why the performance of your website is a significant factor
• Business advantages to cloud Internet infrastructure and Internet Performance

If you want to make the Internet your competitive business edge, this is the guide for you!

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