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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People Power: CGS Ensures Customer Support Agents Are Successfully Prepared

CUSTOMER Magazine | 3/13/2017 2:41:34 PM

Customer service means different things to different people. But, in the end, it’s about people – the people who are our customers, and the people we employ to serve them. Regardless of how we define service, it’s critically important for a contact center to recruit, hire, and train the right people, provide them with the training required to do their jobs well, engage them in their tasks, staff them in the correct numbers, and support and encourage them along the way.

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Communications Service Providers: Complying With International Law Enforcement Mandates – or Not?

Subsentio | 3/10/2017 12:18:23 PM

Recent US Executive Branch allegations of “wire-tapping” have generated controversy and confusion in the marketplace, not least among those charged with assisting law enforcement: communication service providers (CSPs).

In the U.S. alone, CSP compliance with legal mandates is mandatory and complicated, spanning an array of laws designed to protect public safety and customer privacy. When CSPs expand their networks internationally, this complexity rises geometrically: A CSP must support legal compliance rules in each nation where it does business.

In this unique white paper, Subsentio provides clarity on the rules and requirements of compliance with legal mandates for lawful intercept and customer records in the US and abroad.

What you will learn:

• Which CSPs these laws apply to in the US, and which are exempt.
• How legal compliance laws vary by nation – Some require legal compliance by providers of email, SMS and social media services.
• New data retention laws. Many nations now require service providers to retain customer records for months or years to assist in future investigations.
• How virtualization is changing not just network management but lawful intercept.
• New ways to save time and money on legal compliance.

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A GridGain Systems In-Memory Computing White Paper

GridGain | 3/10/2017 12:09:38 PM

MySQL® is a widely used, open source relational database management system (RDBMS) which is an excellent solution for many applications, including web-scale applications. However, its architecture has limitations when it comes to big data analytics.

As data volumes continue to increase exponentially, businesses continue to demand accurate real-time data analysis. That is extremely difficult to achieve with MySQL alone. Many MySQL users have leveraged additional open source and commercial solutions to enhance MySQL’s capabilities and add in-memory computing functionality.
However, these point solutions lack the full functionality of an in-memory computing platform like Apache® Ignite™.

This white paper will help you understand how Apache Ignite differs from these point solutions. You'll learn how incorporating Apache Ignite into your architecture can empower dramatically faster analytics and transactions when augmenting your current MySQL infrastructure.

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How Social Media Ensures Effortless and Engaging Customer Experiences

Frost & Sullivan | 2/28/2017 10:34:11 AM

Whether voicing issues or praising a brand, customers want experiences that are effortless and engaging. For organizations, in this age of striving for omnichannel customer service delivery, the primary goal is a smooth and seamless customer journey. Lowering customer effort and ensuring the seamless customer journey means having the right tools for the customer service agent. Agents need context and history, across channels, particularly when it involves social media.

In this article you will discover:

- Best practices for ensuring effortless customer engagement
- The business value of social customer service
- The right technologies to achieve exceptional customer service

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5 IVR Innovations You Can’t Afford to Ignore – IVR in An Omni-channel World Guide

Nuance | 2/21/2017 2:13:17 PM

The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As a result, callers are left frustrated—at their critical time of need—when they could be delighted instead.

Download the "IVR in an Omni-channel World" guide to learn more about IVR innovations such as:

• Visual IVR – deliver helpful content to a caller’s mobile device to assist them further during an IVR interaction.
• IVR-to-Digital – enable callers to move from the IVR to digital channels such as SMS chat.
• Automation Assist – empower live agents to silently assist during automated exchanges if needed.
• Voice Biometrics – replace frustrating, time-consuming verification processes by letting customers authenticate with their voice.
• Outbound Reminders and Alerts – notify customers about critical information ahead of time to deflect inbound calls.

If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.

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Introducing the GridGain In-Memory Data Fabric

GridGain | 2/16/2017 1:27:29 PM

This white paper discusses how the GridGain In-Memory Data Fabric easily powers both existing and new IOT applications in a distributed, massively parallel architecture on affordable, industry-standard hardware.

Gartner expects the Internet of Things (IoT) to have over 20 billion connected things by 2020. This many connected devices transmitting information will require an enormous amount of processing to derive value from this data. To cope with this rapid growth of the Internet of Things, successful IoT database platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

GridGain is an in-memory computing platform that delivers unprecedented speed and unlimited scale to modern data processing. Built on the Apache® Ignite™ open source project, GridGain enables high-performance transactions, real-time streaming, and fast analytics in a single, comprehensive data access and processing layer.

Unlike in-memory databases, GridGain works on top of existing databases and requires no rip-and-replace or any changes to an existing RDBMS. And, it can run on premise, in a hybrid environment, or on a cloud platform such as AWS, Microsoft Azure or Google Cloud Platform.

Read “Introducing the GridGain In-Memory Data Fabric” to learn how the features of GridGain can power your IoT applications.

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Myths, Exaggerations And Uncomfortable Truths

IBM | 2/13/2017 1:20:16 PM

Over the past few years, numerous reports have been published predicting how Millennials (those aged 21–34) would revolutionize the workplace. All have one common feature: they assume that Millennials are somehow different from their predecessors.

Read this research report to:
• Debunk five common myths about Millennials
• Uncover three “uncomfortable truths” that apply to employees of all ages
• Take with you five practical recommendations for helping a multigenerational workforce thrive in today’s volatile work environment

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The Future Of Work On Digitally Proficient Teams

IBM | 2/13/2017 1:19:05 PM

Everywhere we look, the tools and culture of work are changing. Everything is becoming computerized or digital. Everything is available online, accessible all day, every day, from almost anywhere, thanks to mobile devices likes phones, tablets and wearables. This “digital transformation” has changed our personal lives in areas such as online shopping, banking, and trip planning. Now that same digital transformation is reshaping our
work lives as well.

This report looks at the new era of work and highlights key areas where people should become proficient in
order to help teams work together effectively.

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IBM Connections™ Brings Focused Collaboration To Teams Of Any Size

IBM | 2/13/2017 1:17:45 PM

Cut through the clutter and collaborate more effectively.

Most businesses assert that people are their most valuable asset, but are they realizing the full potential of those people to drive innovation and competitive edge? Both teams and organizations are challenged with bringing focused collaboration to everyday work—a challenge that can be met with IBM Connections.

Read this white paper to learn more about:
--Team dynamics
--Connections' unified capabilities and benefits
--What's included in Connections' flexible, affordable bundles
--How our customers use Connections to solve their collaboration challenges

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Why Now Is Time To Move To A Cloud Based Phone System

net2phone | 2/8/2017 1:30:33 PM

It may be that the current contract for your premises-based phone system is up for renewal soon - or that you've simply been hearing great things about VoIP, hosted telephony, and SIP Trunking. Whatever the case, now more than ever, it's worth giving serious consideration to moving your business telecoms system into the future on a platform that's based in the cloud. Here are some reasons why.

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Your Cloud PBX Questions Answered

net2phone | 2/8/2017 1:29:50 PM

The days when a Private Branch Exchange or PBX was exclusively a clunky old box taking up space in a closet on your business premises are long gone. PBX and full-blown telecoms capabilities now exist in the cloud - and in this article, we'll be answering some of the typical questions that business users have about them.

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Hosted PBX Vs.Onsite PBX

net2phone | 2/8/2017 1:28:39 PM

For the organization looking to move away from its existing telephone system, there are many considerations to be made. The decision to move to VoIP is practically a no-brainer. The more difficult choice comes when deciding whether a premise-based solution or a cloud phone system will be best for the business. In this article, we'll examine the key differences between the two.

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Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova | 2/8/2017 1:10:57 PM

Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.

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Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation

Serenova | 2/8/2017 11:56:54 AM

Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.

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The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models

Serenova | 2/8/2017 11:55:28 AM

Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.

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