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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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Enhancing the User Experience with Cloud UC
11/13/2015 1:39:32 PM
Contrary to popular belief, unified communications isn’t about the technology – it’s about the user experience. This white paper explores:

• What “Unified Communications” really means
• Key differences between traditional phone systems vs. cloud services
• What to look for in a contemporary communications solution

HP WFO: A New Position for a Brand you Trust
Frost & Sullivan
11/12/2015 9:34:20 AM
When HP went through its restructuring exercise several years ago, something magical happened for contact centers. The shackles came off and HP’s contact center offering started to get the attention it deserved, and HP WFO Software group was born. Currently with 24 technology patents in the contact center arena, HP has built its practice through acquisitions, internal technology innovation, and also by gaining a wealth of experience running its own contact centers.

With a 32-year history of innovation in the contact center industry, HP WFO Software (formerly etalk) provides enterprise contact centers with a fully integrated workforce optimization solution for: Strategic planning, Workforce management, Call recording, Coaching and eLearning, Interaction analytics, and Surveying.

In this paper we discuss:

• The structure of HP WFO Software
• Frost & Sullivan’s research on multi-channel options in the contact center
• The use of Voice of Customer, speech and multi-channel analytics

The Key to a Sustainable IP Reseller Strategy: Partner With the Right Provider
11/5/2015 12:30:23 PM
Not only is the UC market experiencing uninterrupted growth, it is simultaneously undergoing significant change. Most notably, the market is aggressively shifting toward IP-based communications, driven by the proliferation of such technologies as cloud computing and mobility.

Many industry pundits posit that the market is currently undergoing its greatest shift since the initial emergence of UC, which originally disrupted the on-premises PBX industry. As such, traditional telecom resellers can no longer rest on their laurels if they hope to more aggressively compete and gain share in this rapidly growing and changing market. Rather, they need a solid game plan that will quickly drive them toward IP, which will in turn bolster their competitiveness and market relevancy.

In this white paper you will review the top benefits of IP communications for the enterprise and the key to unlocking success.

Transforming Margin Into Capacity With Liquid Spectrum
11/4/2015 9:30:46 AM
As optical networks become increasingly flexible and software-driven, network operators need to rethink the Present Mode of Operation for planning and deployment. Flexible coherent modems and programmable photonics are essential tools in extracting the most value from a given network investment. The ability to leverage Liquid Spectrum techniques can transform network margin into capacity that can be used for network optimization, new service offerings, or increased availability.

Hybrid Optical Cables for High-Speed Digital Video
Cosemi Technologies, Inc.
10/23/2015 9:01:37 AM
As AV displays continue to get bigger with higher resolutions, the IO connection between devices becomes a barrier and limits the user experience. Designed for cable manufacturers, this whitepaper from Cosemi summarizes how a hybrid active optical cable supports video transmission for consumer applications at a high data rate and enables a high-speed interconnect between devices.

The Shift To Mobile Breathes New Life Into Old Interactive Voice Response Systems
10/15/2015 1:21:24 PM
This white paper, authored by the 451 Research Mobility Team (powered by Yankee Group) Director, Sheryl Kingstone, addresses the opportunity to improve customer service via mobile.

Key Discussion Points:

• New forms of mobile interactions that eliminate traditional frustration points and enable businesses to become more transparent as customers demand more control and insight into their interaction
• How companies can improve the availability of the right information at the right time to win back customers who developed a lack of faith around self-service initiatives
• How simplified and context-driven interactions reduce inbound call volume and streamline information for the agent
• How visual interactions overcome the problematic tradeoff between usability and functionality that traditional IVR systems suffer from

Demystifying Omnichannel Customer Engagement
10/15/2015 1:18:17 PM
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels (voice, mobile, web, digital, social).

Key Discussion Points:

• Omnichannel customer engagement overview
• What consumer trends drive omnichannel engagement?
• How to implement an omnichannel journey that is customer centric focused?
• How to build a business case for omnichannel customer engagement?

Visual IVR vs Other Self Service Options
10/15/2015 1:15:09 PM
Learn how Visual IVR empowers your customers and your agents while making traditional connectivity solutions like chat and click to call easier to engage and use.

Key Discussion Points:

• How to quickly offer a personalized and connected experience to your customers as 69% of them already expect to hop across channels effortlessly (Forrester)
• Seamlessly blend self service with agent assisted service across multiple channels
• Find out how Visual IVR compares and complements common contact center connectivity solutions such as: chat, click to call, cobrowse, virtual agents

"The Mobile Customer" chapter of ContactBabel's "US Contact Center Decision-Makers' Guide 2015"
10/15/2015 1:05:31 PM
With the rapid growth of smartphone users, the mobile customer is relevant to every organization, in every vertical market, in every geography of the world. This chapter discusses what it means to offer mobile customer service for both businesses and customers.

Key Discussion Points:

• Mobile customers communication methods
• Cross-channel escalation
• Comparison of self-service solutions
• Corporate ownership of the mobile function
• Future trends in Mobile

The Cloud Batting Order: Understanding How Communications Fits in the Lineup
10/1/2015 10:41:53 AM
In business, as in baseball, communication and collaboration are critical to working like a team toward a common goal. Having the right equipment can be a big part of that. Chances are, you’ve already moved some of your business applications to the cloud, which will better prepare you for working communications into your cloud lineup. If you still haven’t unified your communications in the cloud, now might be the best time to act—before the competition gets a competitive edge.

As it turns out, the strategies that work in baseball also make a lot of sense when filling out your cloud solutions lineup. By arranging your cloud investments in the right order, you’ll score more revenue, drive in more ROI and maybe even shut out the competition.

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