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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.

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.

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!

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.

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.

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.

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).

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.

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.

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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