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.

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Drive Business Transformation And Outcomes With IoT (Infographic)

SAP | 9/20/2016 2:58:32 PM

As enterprises progress on their internet-of-things (IoT) journeys, they seek to radically transform and strengthen their businesses by turning real-time IoT data into insights, action, and, ultimately, business value. Learn how to drive digital transformation and real business outcomes with IoT solutions.

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Live Insights from IoT Propels Outcome-Driven Business Transformation (Forrester Report)

SAP | 9/20/2016 2:57:00 PM

Get the findings from a 2016 Forrester Consulting report that evaluates how enterprises are taking advantage of the Internet of Things, specifically how IoT fits into broader digital business transformation initiatives.

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IoT and Digital Transformation: A Tale of Four Industries (IDC)

SAP | 9/20/2016 2:55:24 PM

Organizations are transitioning at rapid speed from mass-market operating models to consumer-centric models. Download this industry-focused (healthcare, consumer products, manufacturing, and retail) white paper to learn why it’s critical to transform your business at its core to survive in today’s digital economy.

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Beyond the Traditional Supply Chain (IDC)

SAP | 9/20/2016 2:53:10 PM

Manufacturing supply chains are experiencing levels of change like never before. Significant shifts in consumer preferences and behaviors, along with the emergence of a whole new set of enabling technologies, are conspiring to create both massive opportunities and equally massive challenges. And, it comes as no surprise that supply chains are transforming themselves to meet these opportunities and challenges. Explore how to being your transformational journey.

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CRM Success: Top Impacts to the Success of CRM Implementations

Avtex | 8/31/2016 11:45:33 AM

Customer relationships are complex. Today, more than ever before, implementations of these relationships touch larger lines of business and require multiple stakeholders of reviewers and approvers. Modern Customer Relationship Management (CRM) solutions are now layers of back-end connections and systems, growing exponentially in capabilities. As a result, the modern CRM system houses data and information that not only manages the day-to-day and forecasted operations of multiple departments, such as sales and marketing departments, but also produces metrics about the effectiveness of their initiatives.

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Executive Guide: 4 Strategies to Improve First Call Resolution

Nuance | 8/30/2016 5:25:37 PM

First Call Resolution (FCR) is a key contact center metric that serves as a guidepost for gauging operational performance and improving customer satisfaction. But it’s also one of the most difficult to properly evaluate and improve. Learn proven strategies used by the world’s largest contact centers to increate FCR rates, reduce costs and improve customer satisfaction and loyalty.

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Forrester Research: Good Alone, Better Together: Integrating Chat and Virtual Agents

Nuance | 8/30/2016 5:24:12 PM

In their quest to deliver an improved Web service experience, leading companies have turned to virtual assistants and live chat, deployed either standalone or side-by-side. But according to Forrester Research, companies are missing a huge opportunity by not fully integrating the two—considering those who have are realizing higher-than-average CSAT scores, increased sales and reduced operational costs. Learn how an integrated Web self-service approach can help you improve customer satisfaction and loyalty, while lowering costs.

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A system of advanced, patient-centric healthcare

Infinite | 8/25/2016 12:27:25 PM

The US healthcare market, one of the largest in the world, has led the way in innovation, with the discovery of new drugs and innovative delivery systems, as well as the development of high-precision procedures for diagnosis and effective treatment. The progress made, however, has come at a cost: a widening gulf between the medical system at large and the principal actor it is supposed to benefit the patient, who is faced with soaring costs and limited access to medical resources at both a doctor and hospital level. In response, we at Infinite are seeing a transformation shipping at this imbalance toward a more patient centered care model, which promises to reinstate the patient at the core of its endeavors by drastically redrawing the parameters and control of care.

This white paper provides information on the industry’s movement towards wellness and patient centered care which including:
• Infinite’s vision of what healthcare will look like in the next 10 years
• Patient engagement through Telemedicine
• Adoption of wearables
• Infinite’s approach to providing solutions that meet the needs of the evolving marketplace

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The US Contact Center Decision-Makers' Guide 2016

LiveOps Cloud | 8/25/2016 12:11:54 PM

In this 300-page, definitive analyst report, ContactBabel has surveyed more than 220 contact center professionals, and compiled comprehensive insight into the performance, operations, technology and HR aspects of US contact center operations – identifying six major pain points and providing specific solutions and statistical analysis for each.

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SIP Client Engine For IP-Phones - Technology Developers

Media5 Corporation | 8/24/2016 11:48:53 AM

This article provides relevant guidelines for IP-Phone vendors, looking to support the decision making process on what would be their preferred solution when deciding to enable SIP on their IP-Phone platforms.

In this guide we’ll discuss:

- SIP stack integration common challenges
- M5T SIP Client Engine advantages
- Key benefits for developers

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Increasing Fleet Profitability with Telematics

Geotab | 8/11/2016 9:52:52 AM

Fleet Savings Report COI vs. ROI

Do you want to run a more profitable fleet? Read this white paper to discover how to uncover potential savings in the areas of safety, fuel, maintenance, and productivity. By pursuing these savings opportunities, You can increase fleet efficiency and improve your bottom line.

What you will learn:

- What is the Cost of Ignoring (COI)?
- How is COI calculated?
- How to use the Fleet Savings Summary Report
- Four key opportunities for cost savings
- Importance of driver behavior management

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Defining the Mobile Cloud

Mitel | 8/10/2016 2:52:49 PM

The mobile enterprise is here. It’s a product of the intersection of mobile, cloud, and real-time technologies and it’s a major shift.

Mitel worked with Mobile Squared to survey more than 3500 people across carriers and businesses of every size to assess the state of the market.

• The influence of Millennials on the modern enterprise
• Why Cloud is at the heart of the mobile enterprise
• The role of real-time communications
• Cloud enterprise software and application-driven, device-optimized services

Download this report to learn how companies are responding to become Cloud-ready and mobile.

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Opening Up Possibilities with Cloud Communications

Mitel | 8/10/2016 2:51:53 PM

In businesses and organizations across the world, rooms once humming with wires, black boxes and blinking lights now sit empty. The cloud is the source of the transformation. Read on to find out why some IT pros have embraced it and why some haven’t made the jump.

In this guide, we’ll discuss:

• Upgrade cycles and Moore’s law
• Planned (and unplanned) obsolescence
• Interoperability
• IT resource allocation
• The security element

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Delivering a Digital Customer Experience for Today’s Mobile Consumer

Mitel | 8/10/2016 2:51:06 PM

Consumers today expect to be able to interact with businesses through the medium of their choice, wherever they are.

You’ll learn:

• How to support businesses to be ready in a digital and mobile world
• The positive impact of a good digital customer experience
• Seven steps for helping businesses to create a successful digital customer experience.

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Empower Your Customer Service Team to be Brand Advocates

Frost & Sullivan | 8/10/2016 2:15:35 PM

Social customer service is no longer a luxury; it's a necessity. Consumer adoption of all forms of social media is at an all-time high but most companies are still using social media solely for outreach, missing a valuable opportunity for enhanced customer service. Social customer service is just as important to your brand as marketing and can be the key competitive differentiator in your business.

In this article you will discover:

- The business value of social customer service
- What makes the customer service the new marketing
- The right technologies to achieve exceptional customer service

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