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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2022-2023 CX Decision-Maker’s Guide

RingCentral | 6/12/2023 4:21:45 PM

The "US Customer Experience Decision-Makers' Guide (2022-23 – 5th edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.
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Taking a random sample of the industry, a detailed structured questionnaire was answered by 184 senior CX and customer contact professionals.
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Additionally, we surveyed 1,000 US consumers to understand their attitudes and expectations for the customer experiences they demand from brands.

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Maximizing Productivity in the Contact Center

RingCentral | 6/12/2023 4:19:59 PM

In 2023, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline operations and ignite efficiency. While many have been slowly working to enhance productivity, the metric has quickly become critical for customer experience success.

The stakes for better experiences have also grown immensely. Amid economic uncertainty, organizations are scaling back and attempting to do more with less, while working to meet rising customer expectations. Today, only 10% of customers believe that experiences have significantly improved over the past year — even with a full staff of agents ready to support them.

Now, working with stricter budgets and a diminished workforce, organizations are attempting to continuously improve experiences and meet customer expectations while navigating uncertainty. By maximizing productivity, companies can streamline the agent experience, eliminate inefficiencies and facilitate better interactions.

This report will dive into the current employee experience, uncover leading pain points preventing efficiency and establish a framework for maximizing productivity in the contact center. By empowering agents to do more with less, companies can continuously improve even during moments of economic downturn, keep-ing customers and employees satisfied over the long term.

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Making Magical Moments in CX

RingCentral | 6/12/2023 4:18:07 PM

In a world where customer experience is the key to driving sales, loyalty, and opportunities for businesses, contact centers are under significant pressure. Leaders in the contact center space need to ensure they’re creating fast, frictionless, and responsive experiences for every customer. What’s more, the sensational experience offered by brands needs to flow seamlessly across multiple channels, allowing clients the freedom to choose the communication strategy best-suited to their needs. To unlock the right results, countless companies across the globe have accelerated their investments into CX (Customer Experience) initiatives, focused on delighting their audience. However, as many organizations have begun to discover, enhancing CX on its own isn’t enough.

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Next-Gen Cloud Contact Centers For Dummies®, RingCentral Special Edition

RingCentral | 6/12/2023 4:15:15 PM

In this book, find out how a next-gen cloud contact center
can help your organization deliver the experiences your customers
demand, what a modern cloud contact center looks like, and
how you can implement the contact center of the future in your
organization today.


About This Book

Next-Gen Cloud Contact Centers For Dummies, RingCentral Special
Edition, consists of six chapters that explore the following:
- The evolution of the contact center, different use cases, and
the benefits of a next-gen cloud contact center (Chapter 1)
- The changing world of work, communication, and collaboration
(Chapter 2)
- Next-gen cloud contact center technologies (Chapter 3)
- The value of analytics for your contact center (Chapter 4)
- How to get started with a next-gen cloud contact center
(Chapter 5)
- Key takeaways of your next-gen cloud contact center
(Chapter 6)

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The Cloud, Infra, and Security Landscape for Independent Software Vendors (ISVs)

Xoriant | 3/20/2023 1:15:34 PM

To deliver software products at digital speed and stay relevant, ISVs are relying on multi-cloud and hybrid infrastructures which can be difficult to architect, monitor, and manage. And once you commit to cloud first, your teams may run into resource bandwidth and security challenges that impede rigorous observability and optimization.

Developing a systematic cloud strategy that goes beyond migration and addresses the unique requirements of shared security, cloud native development and optimization will help ensure your desired business outcomes.

In this POV, Jay Kashyap, Xoriant SVP & GM Cloud, Infrastructure and Security practice, shares his views on how a systematic cloud adoption framework can help ISVs conquer the cloud.

- Discover key drivers, facts and figures tested across multiple projects to help ISVs
- Develop a systematic approach and methodology leveraging modern tools and technologies to help ISVs maximize their cloud investment
- Leverage cloud providers’ advanced services and innovations to leapfrog and competition
- Arm yourself with field-tested to-do’s that help avoid pitfalls and make future-proof decisions at every stage – from Cloud Enablement to Security and Optimization

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Five Ways to Reduce the Cost and Complexity of File Sharing

Egnyte | 11/12/2021 2:50:38 PM

The legacy file server is dead! Have clients that are looking to replace their file servers? Looking for a solution that is easy to deploy and manage?

In this ebook Egnyte shares 5 ways you can reduce the cost and complexity of file sharing.

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Egnyte Solution Overview

Egnyte | 11/12/2021 2:48:31 PM

Egnyte is the only all-in-one platform that combines data-centric security and governance, AI for real-time and predictive insights, and the flexibility to connect with the content sources and applications your business users know and love — on any device, anywhere, without friction.

In this Solution Overview you will learn:
• What is the Egnyte Solution?
• Why Egnyte - what makes us different?
• How it works

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Protect and Grow your Business with Egnyte

Egnyte | 11/12/2021 2:46:22 PM

Egnyte partners with IT Service Providers to bring content collaboration and governance to organizations all over the world. Our diverse set of partners serve customers of all sizes and industries globally.

When you join our Egnyte MSP partner program, you receive exclusive benefits such as:

• Dedicated MSP Team – for Technical, sales and marketing support
• Co-branded marketing material and programs
• Free Training and access to SMEs in various topics
• Good margins and much more

Find out more about the Benefits of Egnyte for your clients and how to become a partner!

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IoT at the Edge: HOW AI WILL TRANSFORM IOT ARCHITECTURE

Kajeet | 4/26/2021 11:52:48 AM

Making sense of the vast amounts of information gathered by IoT devices can be a serious challenge, but thanks to advancements in AI and machine learning, we can now use AI to lower costs and improve productivity through data- driven decision-making and smart automation. Download this whitepaper to learn how AI-enabled systems are transforming IoT devices and applications at the edge, and what are some of the emerging use cases we can expect to see in the near future.

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Enabling Smarter Industrial Processes with Edge-to-Cloud Intelligence

Sierra Wireless | 4/23/2021 12:44:27 PM

Recently, Beecham Research conducted a survey among industrial sector professionals to learn more about the challenges they see in introducing smart industrial processes. This report consolidates the survey findings and examines how new computing models, such as edge-to-cloud, bring the power and flexibility of the cloud to the industrial edge, allowing industrial companies to circumnavigate the "heavy lifting" associated with building and scaling IIoT applications.

Download the report to learn:

• How companies are responding to IIoT challenges
• Ground realties of IIoT implementations
• How companies can leverage the edge-to-cloud computing model to navigate their IIoT journey

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SafeDNS For MSPs and MSSPs- Reduce threats and save support time

SafeDNS | 4/13/2021 9:21:10 AM

As a result of a long-term experience with MSPs and MSSPs, we are relaunching our program for the MSP sector to offer cloud web filtering control and provide defense against web-based threats by stopping malicious resources at the DNS layer. SafeDNS offers a range of services and revenue opportunities for MSPs and MSSPs. It is fast and easy to deploy without additional investment and seamlessly meets the MSP and MSSP marketplace’s needs.

Learn how they can help their clients get additional layer of cybersecurity, manage web access of their internet users, and allow them see the usage stats - without significant expenses. One of the most cost-effective solution among the same-level services.

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The Future of IVR Customer Service Assurance

Empirix | 4/7/2021 8:28:50 AM

Enabling customers to use self-service tools such as IVRs are critical for efficient, cost-effective business operations. But systems that are poorly optimized lead to more problems than they solve. Having a clear understanding of how well your IVR is working to serve the needs of your customers is critical as it baselines operational efficiency and identifies new opportunities to improve customer experience, cut costs and advance service offerings.

Download this paper and explore how to :
• Automate customer use cases
• Accelerate release cycles and deploy cutting-edge technologies with confidence
• Ensure that your contact center systems are operating as designed and intended
• Detect, respond to, and remedy service interruptions and measure their impacts on revenue

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Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

Empirix | 4/1/2021 11:42:45 AM

To achieve the time and money savings that pre-deployment testing offers, you need in-depth strategy and execution plans.

This white paper provides actionable information to ensure you achieve your testing goals.

Read this white paper to discover:
• Detailed guidelines for developing your contact center testing plan
• Step-by-step instructions for building an effective test case for management
• Advice for developing a long-term strategy for ongoing change management and active/passive monitoring of your voice network and applications

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Workplace transformation for the dynamic workforce

SCB Global | 2/23/2021 4:04:47 PM

Remote working has very quickly become the new normal and is forecasted to persist long after the pandemic has receded. Going forward, enterprises will have to define a future workplace that embraces agility and resilience whist offering choice and flexibility to employees. Many companies are beginning preparations for a hybrid model; in-office and work from anywhere will be the two poles of a broad spectrum of workforce options. The challenge will be ensuring both remote and on-prem operations can function in complete synergy.

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The Wireless Internet of Things (IoT) Is Destined to Make Factories Smarter

Rohde & Schwarz | 2/12/2021 10:22:56 AM

High costs, the use of old technologies, broken supply chains, a lack of production visibility, incongruency on what to measure and a lack of IT/OT integration are just a few factors keeping factories from running at full capacity.

To overcome these inefficiencies, companies are looking for new technologies and new processes to improve performance. Enter the Industrial Internet of Things (IIoT).

Industry 4.0 takes advantage of IoT to deliver predictive and prescriptive maintenance programs, self-healing production lines with near zero downtime, remote control processes, autonomous robotics, and augmented reality systems. These capabilities require better connectivity throughout the factory floor.

As result, wireless connectivity is becoming even more business and mission critical, leading to more stringent requirements regarding reliability, latency, and security. Not all wireless technologies today meet the increasing demands of smart manufacturing, leaving an opportunity for 5G to fill the void.

This whitepaper by James Brehm & Associates discusses the challenges plant operators face on their production floor and how wireless technologies can make today’s factories more efficient. Furthermore, it talks about the importance of Radio Frequency (RF) testing on the factory floor.

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