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.

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How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI

CallMiner Eureka | 5/9/2016 9:37:27 AM

Analytics is one of the most powerful technologies available to contact centers. It helps enhance the customer experience across all touch while reducing operating costs, improving agent productivity, and increasing revenue. And it does points while enabling call centers to maintain TCPA, FDCPA and other regulatory compliance. Download the white paper, “How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI,” to find out how.

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Moving Beyond Interaction Analytics to an Omnichannel World

CallMiner Eureka | 5/9/2016 9:36:34 AM

Omnichannel is the future of customer service and support. Download the white paper “Moving Beyond Interaction Analytics to an Omnichannel World,” to find out what you can do NOW, to prepare. While speech and interaction analytics have proven invaluable in a multichannel environment, as omnichannel gains prominence, firms will need to understand and embrace Customer Journey Analytics, also referred to as Customer Engagement Analytics.

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How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes

CallMiner Eureka | 5/9/2016 9:35:27 AM

This guide, “How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes” explains in layman’s terms what the new Telephone Consumer Protection Act rules mean for call centers, their potential impact and how to apply them. Interaction Analytics is a proven resource for helping contact center operators comply with the new prior express consent (PEC) requirements as this white paper will explain.

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Best Practices: VoIP Security Guide

IntelePeer | 5/6/2016 12:59:23 PM

Voice over Internet Protocol (VoIP) can provide cost savings and increased flexibility for your business that other voice systems can’t match. But it also comes with a number of potential security threats that need serious consideration. An experienced VoIP provider like IntelePeer can help you minimize your security risks in VoIP environments.

From detailed security threats to best practices to what to expect from a support team, we’ve created this guide to help you understand how to minimize security risks before making a large investment with any particular service provider.

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Why Healthcare is Moving to the Cloud

IntelePeer | 5/4/2016 9:03:12 AM

The future of healthcare lives in the cloud. With wearable devices and mobile technology, more patients are seeking flexible healthcare options that meet their global lifestyle. Cloud technology allows for greater data storage, a more robust collaboration and stronger security of patient records. Healthcare is only now realizing the necessity to create outstanding customer experiences to retain patients. The healthcare providers that understand customer experience is the differentiating factor patients use to decide which healthcare provider they use are the ones who are successful and will thrive in the future. And the cloud is the key to great customer experience.

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SIP Security Whitepaper

IntelePeer | 5/4/2016 9:02:27 AM

As with any data or communication service, it’s important that all enterprises understand potential security issues related to SIP Trunking. This paper provides an overview of relevant industry requirements and recommendations along with how those requirements are addressed when using SIP services. Additionally, information regarding secure connectivity options and best practices is included to enable enterprise managers to have meaningful discussions with service providers in order to evaluate service offerings and minimize potential risks and interoperability concerns when connecting multiple vendor platforms.

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SIP Trunking 101

IntelePeer | 5/4/2016 9:01:44 AM

Enterprise communications have been rocked by two major developments over the past decade. On the network side, legacy network services like PRI and frame relay have given way to all-IP based alternatives. On the premises side, traditional circuit switched or TDM-based PBX systems have been overtaken by hybrid or full voice over IP (VoIP) solutions. Businesses are increasingly moving to SIP services to reduce cost and increase reliability while adding functionality. This paper explores the overall market for SIP, describe the major areas where they differ, and to provide a better understanding of the alternatives and how those elements should be factored into the buying decision.

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Frost & Sullivan Exec Briefing, the Business Value of SIP

IntelePeer | 5/4/2016 9:00:55 AM

Empowering workers to communicate effectively with colleagues, customers, suppliers and partners is a mission-critical requirement for any business. While the number of tools that businesses use to communicate has increased, the requirement to connect to the public switched telephone network (PSTN) has not diminished. Many organizations still struggle to understand the benefits of SIP trunking services and the value that migrating to an IP-based communications infrastructure can bring to their operations. Furthermore, concerns about SIP security and interoperability remain top of mind for many decision makers. This article addresses the business benefits of SIP trunking and dispels some of the myths associated with next-generation, IP-based services.

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Finding a True Cloud Contact Center

LiveOps Cloud | 4/29/2016 9:19:30 AM

Cloud Technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.

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Social Customer Service: The Pivotal Driver of the Social Enterprise

LiveOps Cloud | 4/29/2016 9:18:34 AM

The social customer is a no longer a new breed of consumer – they’re the rising majority. They post their opinions and reviews online in public forums, blogs, Facebook, Yelp, and they don’t hold back. These posts can have a huge impact (either good or bad) on your business.

This white paper outlines the challenges and risks associated with managing social customer service, offering a few examples of brands negatively impacted by negative social media interaction, and outlining a strategy for building a socially enabled modern contact center.

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Seizing the Moments: The Insider's Guide to Perfecting the Customer Journey

LiveOps Cloud | 4/29/2016 9:17:48 AM

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 when they surveyed hundreds of global, leading-brand contact center professionals. From the best to the worst, ICMI dissected the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey. In their report, ICMI Guide to Perfecting the Customer Journey, they offer recommendations to help contact center decision makers:

• overcome the top challenges in the contact center
• transform customer service from reactive to proactive
• train agents to recognize and embrace moments along the customer journey
• implement new technologies to improve time and process efficiencies
• turn all data into actionable data

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Connecting with the Next Gen Customer

LiveOps Cloud | 4/29/2016 9:15:50 AM

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 ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.

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4 Steps to a Successful Cloud Contact Center

LiveOps Cloud | 4/29/2016 9:14:46 AM

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 most modern enterprises are evolving their contact centers to achieve strategic organizational goals, from revenue retention to sales growth, and more.

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WebRTC Server Side Media Processing: Simplified

Surf Communication Solutions | 4/27/2016 1:41:59 PM

A new white paper by one of the world's leading WebRTC bloggers takes an in-depth look at next-gen multimedia processing - and how SURF Communications is providing an ideal solution.

In addition to examining the high-end requirements of WebRTC, and why the GPU plays such a critical role, the white paper explores the three major functions of a modern WebRTC server:

1. Transcoding between different codecs
2. Gatewaying across different protocols
3. Emergence of hybrid multi-party video architectures

Download the following white paper that makes sense of WebRTC deployments.

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Bringing Contact Centers Up to Speed in a Cloud-Based World

Ytel | 4/26/2016 9:01:55 AM

Several KPIs that will destroy or grow your contact center.

Whats inside:

Get the most out of your contact center by measuring the right KPIs and making sure your tech is up-to-date. In this whitepaper you will learn:

- If you have the right reporting in place to benchmark success for your contact center.
- If you have enough resources to maximize performance in your contact center.
- If you have the right hardware and bandwidth in place for your agents.

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