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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 to Choose the Right Contact Center Technology
6/27/2016 1:44:09 PM
In a world where differentiated and sustainable value is increasingly based on delighting customers, making sure frontline people in contact centers have the best tools available to better engage customers by creating great experiences, is paramount. This strategic white paper answers the question, “How does one choose the right Contact Center Technology?

Hosted IMS Levels the Playing Field for Competitive Carriers
6/22/2016 2:03:20 PM
Competitive carriers play a key role in the US mobile market; providing a presence in rural, underserved areas, and helping to provide access to the vast majority of the population. These operators are under intense pressure to transform their network infrastructure and service delivery platforms into a standards-based IP network infrastructure.

IMS is an architectural framework that enables the delivery of a variety of IP services such as voice over LTE (VoLTE) and voice over Wi-Fi (VoWiFi). Cloud-based hosting services present an opportunity for smaller carriers to reach customers in a scalable, cost-efficient way.

Download the white paper to learn how Mitel's Mobile Cloud Suite can help you rapidly transform your network to deliver the services your subscribers are demanding.

Securing Real-Time Mobile Communications: It's time to secure mobile access to the cloud.
6/22/2016 2:02:13 PM
Increasingly, people are communicating and collaborating by text, email, social media or work stream real-time communications apps. And as smartphones have evolved to become mobile computing platforms, they've also become subject to equally evolving security threats. For many businesses, best-effort security simply is not sufficient.

Businesses (and the mobile operators that serve them) need to balance dynamic, unpredictable, and often insecure communications methods with security and control.

So how do you satisfy ever-changing business and functional requirements for productivity and efficiency while also maximizing security, protection, and affordability?

Download this guide from Mitel to discover more about securing real-time mobile communications.

State of the Market: Are Companies Ready for the Mobile Enterprise?
6/22/2016 2:00:55 PM
Find out in the Mobile Enterprise State of the Market Report:

The mobile enterprise is quickly becoming a reality. It’s a product of the intersection of mobile, cloud, and real-time technologies. It’s a major shift. So we worked with Mobile Squared to survey over 3,500 people across mobile carriers and businesses of every size to assess the state of the market.

Download this exclusive report to learn how much companies have started addressing these changes and how your business can adapt.

In this report, you’ll learn about:
• The influence of Millennials on the modern enterprise
• How remote working is reshaping workplaces
• The role of real-time communications
• What mobile adoption means for enterprise IT
• The power of cloud-enabled enterprise software and apps
• Analysis of application-driven, device-optimized services

Integrate Contact Center and CRM Data for Better Contact Center Performance
6/22/2016 1:00:24 PM
Leverage all the data in your contact center systems to improve performance. Learn how integrating ACD, IVR and CRM data creates a holistic view of customer interactions and delivers actionable insights to improve business success and customer satisfaction. Sample insights include, using analytics to match customers with agents with the best performance record for their need, or prioritizing customers based on their attributes.

Breaking Down Silos: A Brief Guide on the Importance of Unified Customer Engagement
6/22/2016 12:52:22 PM
Integrating your call management and CRM systems eliminates functional overlap and decreases complexity. Read this whitepaper to learn how integrating your ACD, IVR and CRM systems can break down application silos and unify customer engagement to create a centralized global queue for better prioritization, provide analytics to drive routing strategies and deliver real-time operational and business performance reporting.

The Ultimate Guide to Optimizing your Salesforce powered Call Center
6/22/2016 12:51:19 PM
Learn how you can add Voice to Salesforce to gain unified visibility, real-time control, insight into how operations correlate to business performance, and productivity improvements for everyone in the call center. Administrators can set up call center operations in Salesforce while agents make, receive and log calls from within Salesforce. Managers can monitor and manage all channels, routing strategies, call quality and agent performance in real-time from within Salesforce while dashboards and reports integrate IVR, ACD, CRM and agent performance data.

Office Depot Case Study
6/22/2016 12:45:45 PM
By moving call management for all their in-house and partner-managed sites to the cloud for a global queue, real-time dashboards and standard performance management reporting, Office Depot reduced outsourcing costs and improved business outcomes. Read how Office Depot took global control of their 34 contact centers on 4 continents with over 3000 agents handling 20 million customer interactions a year and reduced their speed of answer from 30-40 seconds to under 10 and their abandoned rate from 3-4% to less than 1%.

Metrics Infographic
6/22/2016 12:44:29 PM
90% of of consumers still prefer the telephone for customer service. This Infographic brings together some key statistics as to why quality phone support is still important, the potential impact on customer retention, satisfaction and sales and the metrics companies are measuring as a result.

The Chatbot communication revolution and telco messaging gateways
6/21/2016 12:22:02 PM
Changes in consumer behavior with the adoption of OTT services and apps, means that device users have shifted away from voice calls as the primary method of interaction to chat. In fact, a preferred way of communication with companies, brands or enterprises today is via chat. With this evolution, chatbots have come to the fore, offering a method of frictionless, natural subscriber interaction. The Chat Bot communication revolution and telco messaging gateways, looks at what chat bots are, how they will be used, and the impact they will have on apps and websites. The paper will also address how mobile operators can leverage the chatbot revolution with telco messaging gateways.

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