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This free service is provided to help you with the tasks of research and analysis in hopes of increasing your productivity. Using more simplified search criteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.


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How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
CallMiner Eureka
5/9/2016 9:37:27 AM
Analytics is one of the most powerful technologies available to contact centers. It helps enhance the customer experience across all touch while reducing operating costs, improving agent productivity, and increasing revenue. And it does points while enabling call centers to maintain TCPA, FDCPA and other regulatory compliance. Download the white paper, “How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI,” to find out how.

Moving Beyond Interaction Analytics to an Omnichannel World
CallMiner Eureka
5/9/2016 9:36:34 AM
Omnichannel is the future of customer service and support. Download the white paper “Moving Beyond Interaction Analytics to an Omnichannel World,” to find out what you can do NOW, to prepare. While speech and interaction analytics have proven invaluable in a multichannel environment, as omnichannel gains prominence, firms will need to understand and embrace Customer Journey Analytics, also referred to as Customer Engagement Analytics.

How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes
CallMiner Eureka
5/9/2016 9:35:27 AM
This guide, “How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes” explains in layman’s terms what the new Telephone Consumer Protection Act rules mean for call centers, their potential impact and how to apply them. Interaction Analytics is a proven resource for helping contact center operators comply with the new prior express consent (PEC) requirements as this white paper will explain.

Best Practices: VoIP Security Guide
IntelePeer
5/6/2016 12:59:23 PM
Voice over Internet Protocol (VoIP) can provide cost savings and increased flexibility for your business that other voice systems can’t match. But it also comes with a number of potential security threats that need serious consideration. An experienced VoIP provider like IntelePeer can help you minimize your security risks in VoIP environments.

From detailed security threats to best practices to what to expect from a support team, we’ve created this guide to help you understand how to minimize security risks before making a large investment with any particular service provider.

Why Healthcare is Moving to the Cloud
IntelePeer
5/4/2016 9:03:12 AM
The future of healthcare lives in the cloud. With wearable devices and mobile technology, more patients are seeking flexible healthcare options that meet their global lifestyle. Cloud technology allows for greater data storage, a more robust collaboration and stronger security of patient records. Healthcare is only now realizing the necessity to create outstanding customer experiences to retain patients. The healthcare providers that understand customer experience is the differentiating factor patients use to decide which healthcare provider they use are the ones who are successful and will thrive in the future. And the cloud is the key to great customer experience.

SIP Security Whitepaper
IntelePeer
5/4/2016 9:02:27 AM
As with any data or communication service, it’s important that all enterprises understand potential security issues related to SIP Trunking. This paper provides an overview of relevant industry requirements and recommendations along with how those requirements are addressed when using SIP services. Additionally, information regarding secure connectivity options and best practices is included to enable enterprise managers to have meaningful discussions with service providers in order to evaluate service offerings and minimize potential risks and interoperability concerns when connecting multiple vendor platforms.

SIP Trunking 101
IntelePeer
5/4/2016 9:01:44 AM
Enterprise communications have been rocked by two major developments over the past decade. On the network side, legacy network services like PRI and frame relay have given way to all-IP based alternatives. On the premises side, traditional circuit switched or TDM-based PBX systems have been overtaken by hybrid or full voice over IP (VoIP) solutions. Businesses are increasingly moving to SIP services to reduce cost and increase reliability while adding functionality. This paper explores the overall market for SIP, describe the major areas where they differ, and to provide a better understanding of the alternatives and how those elements should be factored into the buying decision.

Frost & Sullivan Exec Briefing, the Business Value of SIP
IntelePeer
5/4/2016 9:00:55 AM
Empowering workers to communicate effectively with colleagues, customers, suppliers and partners is a mission-critical requirement for any business. While the number of tools that businesses use to communicate has increased, the requirement to connect to the public switched telephone network (PSTN) has not diminished. Many organizations still struggle to understand the benefits of SIP trunking services and the value that migrating to an IP-based communications infrastructure can bring to their operations. Furthermore, concerns about SIP security and interoperability remain top of mind for many decision makers. This article addresses the business benefits of SIP trunking and dispels some of the myths associated with next-generation, IP-based services.

Finding a True Cloud Contact Center
LiveOps Cloud
4/29/2016 9:19:30 AM
Cloud Technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.

Social Customer Service: The Pivotal Driver of the Social Enterprise
LiveOps Cloud
4/29/2016 9:18:34 AM
The social customer is a no longer a new breed of consumer – they’re the rising majority. They post their opinions and reviews online in public forums, blogs, Facebook, Yelp, and they don’t hold back. These posts can have a huge impact (either good or bad) on your business.

This white paper outlines the challenges and risks associated with managing social customer service, offering a few examples of brands negatively impacted by negative social media interaction, and outlining a strategy for building a socially enabled modern contact center.

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