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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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service

Inference Solutions | 8/27/2020 12:38:58 PM

Written By: DMG Consulting LLC <BR><BR>
Voice self-service has changed dramatically since voice response units (VRUs) first came on the scene in the early 1980’s. The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The goal today is to provide a personalized and intelligent self-service experience cost effectively. It’s also important to deliver a consistent and high level of customer service regardless of the channel in which customers elect to interact. The most sophisticated self-service is provided by a relatively new IT sector called intelligent virtual agents (IVAs). IVAs use a natural language conversational approach, enhanced by machine learning and intelligent augmentation (IA), to deliver a personalized customer experience in any channel (voice, web, chat, instant messaging (IM)/short message service (SMS), email, etc.). The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology. Read this white paper to see where your organization currently stands in its self-service maturity evolution and the steps needed to make the transition to IVA successful.

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Why You Need to Embrace Conversational AI for Customer Care

Inference Solutions | 8/27/2020 12:36:44 PM

Written By: Joseph Williams, Analyst, BC Strategies<BR><BR>Ask your CMO or your CRO whether customer success is key to thriving in this digital era. Then ask them how artificial intelligence is going to redefine how customers can achieve success.

Gartner has already done these surveys, and its findings are that artificial intelligence (AI) technologies are poised to dramatically raise the table stakes for customer engagement.1 Eighty-four percent of respondent companies indicated they were investing in customer experience technologies in 2018. A quarter expect to have virtual chatbot technologies deployed by 2020. Overall, thirty percent expect by the same year to be using AI technologies to augment at least one of their primary sales processes.

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Buyers Guide to Intelligent Virtual Agents and Chatbots

Inference Solutions | 8/27/2020 12:33:28 PM

Major advancements in Artificial Intelligence (AI), Speech Recognition and Natural Language Processing have given organizations that need to automate self-service a giant leap forward. For the first time ever, companies of all sizes can now use Virtual Agents to reduce costs and improve the customer experience. Unfortunately, these advancements have also led to some confusion in the market. The terminology surrounding Virtual Agents can be confusing and it’s often challenging for an organization to understand exactly what can be accomplished today. Buyers also need a framework to help them decide which functionality should be implemented in order to meet their most pressing business needs.

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4 SIMPLE STEPS FOR DEPLOYING IoT: MANAGING THE ECOSYSTEM

Aeris | 8/17/2020 3:39:09 PM

This whitepaper looks at the basic needs for an IoT deployment, specifically focusing on the necessary technology, required coverage, a comprehensive level of support, and connectivity management. Download now to dive in!

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LTE-M Pain Points Infographic

Aeris | 8/17/2020 3:37:40 PM

As a leading, global provider of cellular IoT connectivity, Aeris has connected millions of devices around the world. We&#39;ve designed our LTE-M offering to help you overcome common connectivity challenges and set the bar for quality service in your industry. Download this infographic to get started.

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AERIS FUSION IoT NETWORK: BEST-IN-CLASS CONNECTIVITY

Aeris | 8/17/2020 3:35:35 PM

The Aeris Fusion IoT Network is an intelligent solution for connecting IoT devices across 2G, 3G, LTE, LTE-M, and NB-IoT, and is the first-ever intelligent, 5G-ready solution designed to enable innovation specifically for LTE-M deployments. Download this overview to learn more about Aeris’ best-in-class global connectivity offering.

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How to Choose Your IoT Connectivity Technology

Aeris | 8/17/2020 3:30:55 PM

In this infographic, read about the key considerations for de-risking global expansion - selecting connectivity technology for the expansion regions; choosing distribution partners and technologies for scalable operations; and managing regional security and regulations. Download now to figure out which connectivity technology is right for your IoT needs.

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Subscription Impact Report: COVID-19

Zuora | 4/27/2020 5:20:28 PM

The worldwide spread of coronavirus (COVID-19) has had a quick and damaging effect on the global economy. However, amongst operational disruptions, supply chain restrictions, and a global recession, subscription businesses are proving to be resilient. In an analysis of hundreds of subscription-based companies, more than half have not seen an impact on their subscriber growth, while one quarter are actually seeing subscriber acquisition rates accelerate even faster than before. And, of the remaining companies who are seeing their growth slow, half of those are still growing.

For the past three years, Zuora has published reports on the collective health of the Subscription Economy, developed by Zuora’s Chief Data Scientist and widely cited by various publications. This special Impact report focuses on the earliest trends of how COVID-19 has impacted subscriber acquisition rates (“subscription growth”) from March 1-31, 2020 compared to the previous 12 months (February 2019-February 2020).

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5 Signs You Need to Move Your CC to the Cloud

Serenova | 2/26/2020 12:19:32 PM

No doubt you’ve heard about the rising adoption of cloud contact centers. According to Aberdeen, contact centers that are choosing cloud-based solutions rose steadily between 2013 and 2018.

It’s easy to see why: Executives cite financial flexibility, the ability to scale up or down easily, and better and more insightful analytics and a more connected customer experience as a few of the reasons they’re making the move. But does that mean you should join their ranks?

If you’re struggling to figure out whether you should evolve from your on-premises contact center, read this article for five clear signs that it’s time.

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3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova | 2/26/2020 12:15:34 PM

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

Yet with all these benefits come new challenges. Managing and motivating remote agents can be more challenging than doing the same in house. Plus, you need to ensure your at-home agents are equipped with reliable Internet and voice connectivity – even though your IT department isn’t onsite with them.

Fortunately you can apply proven strategies to address these challenges. Download our guide on Smart Strategies for Enabling an At-Home Workforce to understand the best ways to 1) Manage the quality of agent interactions, 2) Improve agent engagement with gamification, and 3) Ensure network performance and reliability.

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Quality Management and Your Contact Center

Serenova | 2/26/2020 12:12:41 PM

81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t rely on your customers to tell you. A typical business only hears from 4% of its unhappy customers – and 91% of them say they won't do business with that company again.

By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact center to deliver outstanding customer experiences.

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Cloud Contact Center Technology Guide

Serenova | 2/26/2020 12:10:09 PM

Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. But where should you begin when considering a contact center solution to meet your customer experience requirements? With so much to think about, this practical guide is designed to arm you with a high-level view of the cloud and its role in the content center.

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3 CX Mistakes You’ll Never Make Again

Serenova | 2/26/2020 12:08:11 PM

According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience (CX) is quickly becoming the ultimate differentiator. Handle it well and your business stands to gain. Fail to manage it just right and you can severely hurt your reputation and bottom line.

So how can you capitalize on the customer experience opportunity rather than see it contribute to your downfall? Read this article to find out. We explain three common contact center mistakes that undermine the customer experience – and how to avoid them.

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The Most Important Contact Center Trends You Need to Know in 2020

Serenova | 2/26/2020 12:06:17 PM

To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at all times to identify the important trends shaping the industry.

For our annual trends e-book, Serenova researched and spoke to industry analysts, customers and prospects to uncover the critical, emerging trends that deserve your attention. Understanding these issues will help you effectively prioritize resources, including time, budget and workforce, to ensure your contact centers operate at its full potential.

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Setting Hourly Rates for Field Service Technicians

Field Nation | 1/24/2020 2:51:18 PM

Many MSPs don't know how much hourly field service rates vary by metro area or work type. The result? Inaccurate wage rates that can impact budget, work quality, and/or company reputation.

In the guide, Setting Hourly Rates for Field Service Technicians, you'll learn how you can price on-site IT service work for any location or skillset faster and more competitively. It walks through:

• Examples of wage rates for different work types across the U.S.

• Why pricing accuracy for on-site IT service projects is critical for quality work.

• How Field Nation provides rate insights for more than 25 work types, anywhere in the U.S and Canada.

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