TechZone360 White Paper Library
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The Five9 2013 Contact Center Report
12/6/2013 4:24:24 PM
The Five9 2013 Contact Center Report, based on a survey conducted with Harris Interactive, shows consumers have incredibly high customer service expectations but they don't have the time, patience or desire to have in-person interactions with business to support. Find out more about the channels they are turning to.
Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process
12/5/2013 4:41:45 PM
The promise of Big Data has many forward-thinking contact center leaders dreaming of the insights it can deliver, but getting from raw data to actionable insight is a multistep journey that begins with deep thinking about the measurements that matter most. We believe that by taking comprehensive measurements, interpreting them in a scientific way, and then sharing the analyses with relevant stakeholders and contact center leaders can put Big Data to work, driving strategic customer initiatives at the highest levels of the organization.
Understanding Your Customers' DNA - The Key to Intelligent Connections
12/5/2013 4:40:33 PM
Your contact center can handle hundreds of millions of customer interactions each year. At iQor, we believe each and every one of these calls, emails, chat sessions, and social media responses generates a series of important data points - small but useful clues, like strands of DNA. Utilizing the right digital network, infrastructure, tools, and processes to analyze, innovate and act, today's advanced contact centers can assemble these strands to help organizations develop a deeper understanding of their customers and, in turn, connect with and delight them more intelligently. Learn to better understand your customers' interactions.
Benefits of an SOE
12/3/2013 12:10:54 PM
SOE is a specification for a tested, standard selection of computer hardware, software, and their configuration for use on computers within an organization. The modular nature of the Red Hat SOE lets you select the most appropriate solutions to address your business' IT needs.
SOE leads to:
Dramatically reduced deployment time.
Software deployed and configured in a standardized manner.
Simplified maintenance due to standardization.
Increased stability and reduced support and management costs.
There are many benefits to having an SOE within larger environments, such as:
Less total cost of ownership (TCO) for the IT environment.
More effective support.
Faster deployment times.
DOING MORE WITH LESS: How Red Hat Enterprise Linux shrinks total cost of ownership (TCO) compared to Windows
12/3/2013 12:09:01 PM
IT organizations face the constant challenge of juggling two almost opposing priorities: continuously delivering business-critical application services while keeping IT expenses in line with budget constraints. The primary function of IT departments is to supply core infrastructure and applications to attract new business, generate revenue, and facilitate profitability-and IT managers strive to meet this goal in spite of flat or shrinking IT budgets.
According to an article in Computer Weekly, approximately 80% of IT expenses are spent on maintenance and support for the existing infrastructure. Beyond maintaining current platforms and mission-critical applications, IT must also address new mandates, such as reporting requirements for regulatory compliance or corporate "green" IT initiatives. In addition, IT managers must allocate budget to tackle emerging strategic initiatives that are needed for future success.
By decreasing the total cost of ownership (TCO) for infrastructure systems, IT managers can potentially free budget dollars, re-allocating them to other essential or more pressing projects. The challenge lies in figuring out how to reduce TCO by increasing IT efficiency and driving down operational costs- or, to put it simply, how to do more with less.
3 Must Follow Guidelines for Mitigating M2M Software Security Risks
12/2/2013 10:27:58 AM
Everywhere we turn today, we find software embedded in our lives – from our smart phones and cars to the planes we fly in and the life saving equipment in hospitals. As all these systems continue to evolve and become more connected to each other and to the internet, the risks associated with unsecured code grow too. And not always from malicious hacking attempts; faulty code in many of these applications can present significant security risks.
Download the “Three Must-Follow Guidelines for Mitigating M2M Software Security Risks” whitepaper from Klocwork and learn why embedded software teams need to follow just a few critical guidelines to protect their systems, including:
• Why address security early, and how to take defensive measures against security threats
• How and why to build security in at the development stage
• How to protect systems against unauthorized changes and malware attacks
The Cloud Provider Prescription to Prevent HIPAA Headaches
11/21/2013 9:39:24 AM
Healthcare SaaS and Electronic health record (EHR) providers have long contended with data privacy provisions in HIPAA. Classified as 'business associates', technology providers themselves were never directly answerable to the U.S. Department of Health & Human Service- until now. The September 2013 Omnibus bill puts first-hand responsibility on business associates to secure any protected health information (PHI) they're entrusted with.
Healthcare technology providers can make strategic architectural changes with the help of a cloud provider to improve compliance. Learn how a cloud hosting provider can serve as a trusted advisor to help with HIPAA compliance. Includes questions to pose to a hosting provider.
5 Ways Hosting Providers Prepare Clients for PCI 3.0
11/21/2013 9:34:12 AM
The introduction of new requirements as a result of the rollout of PCI 3.0 by the PCI Security Standards Council will require organizations that accept payment cards to take another look at PCI DSS. Additional mandates will increase the care IT security and compliance pros must take in ensuring segmentation methods to reduce PCI scope really work, to do a better job reviewing security logs and to institute more robust physical access control. As both enterprises and SaaS providers who service them address the new version of PCI, they may find a surprising ally in a well-chosen hosting provider. A knowledgeable hosting provider well-acquainted with these requirements, along with experience talking to many QSAs about their interpretations of the standard, can be a godsend to organizations left scratching their heads over the standards.
Five Steps to Worry-Free Endpoint Backup and Data Migration
11/15/2013 1:00:53 PM
Many companies still rely on a legacy, platform-specific data backup solution, even though it doesn't provide consistent backup across the enterprise. This outdated approach becomes especially risky when IT faces a data migration initiative. Organizations risk immense data loss and an expensive, intensive disaster recovery undertaking if they launch a data migration effort without first properly securing their data. Learn the five steps to worry-free backup and migration.
The Top Five Epic Fails for Endpoint Data Protection
11/15/2013 12:58:47 PM
With mobile workers, BYOD and IT consumerization, backup now is an unpredictable, de-centralized environment that needs to protect the data stored on desktops and laptops while supporting an ever-increasing variety of platforms and user needs. Still today, many backup admins make futile – and usually costly – attempts to protect endpoint data using inadequate techniques. Here are the top five.
Backup in the Age of IT Consumerization
11/15/2013 12:31:23 PM
The consumerization of IT is more than just people using iPads or iPhones at work. Consumer markets for mobile devices and software continue to drive technology and applications, causing a tremendous impact on how work gets done.To reap the benefits of consumerization while avoiding security and other pitfalls requires an understanding of the origins of this latest IT trend, its enduring presence and how the most successful enterprises have effectively embraced this new reality.
Top 3 Iron-Clad Reasons Why Backup Isn't Sync/Share
11/15/2013 11:58:04 AM
The user-driven adoption of consumer-based syncing and sharing productivity tools runs rampant in today's enterprise, creating a host of challenges for IT departments. Understanding at a high level the primary purpose of each application helps differentiate between them. Read this executive brief to learn the differences.
The 5 Stages of Enterprise Endpoint Backup Grief
11/15/2013 11:55:58 AM
Corporate data loss and leakage are top concerns for C-level executives everywhere. Yet data loss incidents can be more bearable if you know you’re doing everything possible to minimize your organization’s risk—which means sufficiently protecting all corporate data and intellectual property. But what if you’re not?
FOTA Best Practices
11/8/2013 4:25:19 PM
The volume of FOTA usage is increasing significantly as more and more updates are performed successfully every year on more and more device types. FOTA is now a standard feature of mobile phones, tablets, and other connected devices, since consumers expect their devices to stay up-to-date with the latest features and performance improvements. In fact, consumers eagerly anticipate new firmware releases and become frustrated if their device doesn't receive timely updates. News about new software updates delivered over the air are published daily in telecom media channels, and when it comes to major versions of Android or iOS, even in the mainstream media.
In this white paper, Red Bend Software describes five steps for successful FOTA implementation, leveraging Red Bend's vast experience in providing FOTA to nearly 1,500 different device models over the last 10 years.
OTA Updating Simplified
11/8/2013 4:22:51 PM
This whitepaper is intended for Android device manufacturers interested in offering an OTA software updating service to continually delight customers with the latest features and performance improvements. It describes the importance of delivering software updates and explains how it has become an integral part of a manufacturer's go-to-market strategy. The paper discusses the technology, expertise and service infrastructure needed to ensure reliable and efficient software updates to devices used both by consumers and enterprises. By reading this white paper, Android OEMs will learn how to easily offer an OTA software updating service and gain a competitive edge in the crowded consumer electronics market.
From Hardware Manufacturer to Service Provider
11/8/2013 4:20:43 PM
This white paper is for manufacturers of mobile phones, tablets, automotive vehicles, consumer electronics and other wirelessly connected devices (in the paper, described as "mobile devices") that are interested in using their hardware products as platforms from which to deliver value-added services.
The paper describes how Mobile Software Management (MSM) can be used to achieve this strategy. With MSM, manufacturers can leverage a range of over-the-air technologies-firmware updating, application management, device analytics, policy management and Type-1 virtualization-both as differentiating features that can strengthen their offerings and as services to their customers. Readers will learn from case studies of how to successfully use MSM to deliver new integrated services.
Connected Car to Managed Car
11/8/2013 4:17:13 PM
This white paper is intended for automotive OEMs, their suppliers and other software and hardware providers in the automotive ecosystem interested in using the connected car as a platform from which to deliver differentiated services that build lifelong brand loyalty and generate new revenue streams. The paper describes the new opportunities yet growing challenges created by car connectivity, and explains the management capabilities required by OEMs to service the increasing amount of car software. By moving beyond the connected car to the "managed car", the automotive industry can manage the car's software experience to become a key differentiator and strategic enabler.
DirectBuy San Diego Success Story: Revving Up Calls- and Profits
10/22/2013 12:01:28 PM
DirectBuy, a wholesale-direct seller of consumer products and services, was having trouble with a slow outbound calling process. Their contact system was too rigid - it only allowed one-to-one calls and had not efficient means of weeding out "do not call" customers. As a result, DirectBuy suffered from frustrated agents and high cost-per-member.
Check out this brief case study to learn how DirectBuy implemented a cloud-based outbound call automation software in order to reach more prospective clients and handle calls more efficiently. Read on to learn about the specific benefits this tool offers DirectBuy, including:
-Tripled rate of outbound calls
-Decreased cost-per-member by $300
-Lowered leads-per-member by 10
Case Study: NJ 2-1-1 Success Story: Passing the Ultimate Test
10/22/2013 11:57:11 AM
As an emergency information provider, NJ 2-1-1 needs to get the right answers to their customers as fast as possible. When the company realized their legacy contact center couldn't support the necessary call volume, they knew they needed to upgrade.
Check out this brief case study to learn how NJ 2-1-1 implemented a virtual, cloud-based contact center system that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Discover the benefits of this system, including:
-Fast, flexible call routing and integration with other providers
-Voicemail box setup for calls that can't be immediately addressed
-Web-based resources so customers and employees have real-time access to data
-And many more