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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 a Security Operations Center Can Support IT Governance
TMC
7/25/2014 6:17:53 AM
All companies have a need for a Security Operations Center (SOC) to be run in an efficient and proper manner. These duties include everything from the general best practices to the allocation of resources within certain job functions. This paper investigates the five domains of IT Governance associated with a SOC and how those domains have sub domains which delve deeper into the actual roles. As the IT world changes so do the responsibilities of a SOC, as a result the creation of SOC 2.0 is changing what work gets done and how it is performed.

IVR for B2B Marketing: New Strategies for Lead Generation, Scoring, and Nurturing
IfByPhone
7/22/2014 9:04:06 PM
For many B2B marketers, IVR (interactive voice response) is now an integral piece of their demand generation campaigns. How are they using inbound and outbound IVR to generate and qualify phone leads? Would IVR help your lead gen efforts? Find out in this white paper.

Learn the new IVR strategies today's B2B marketers use to:
- Generate high-quality phone leads for sales
- Improve attendance at marketing events
- Upsell and cross-sell new products and services
- Qualify inbound phone leads before passing to sales reps
- Nurture leads to move them faster down the lead funnel

Is generating high-quality phone leads important to your marketing efforts? Learn how to better generate, qualify, and nurture inbound sales calls using IVR.

Tighten Up the Supply Chain and Reduce Costs with SAP® Inventory Manager
SAP
7/22/2014 3:57:04 PM
With the SAP® Inventory Manager mobile app, warehouse clerks, maintenance engineers, and field service technicians alike can be confident of having the mission-critical parts, tools, and materials they need to get the job done. Speed up cycle counts, transfers, issues, and receipts, and keep a handle on your carrying costs.

Optimizing Fiori for Mobile Users
SAP
7/22/2014 3:50:17 PM
SAP Fiori is the New User Experience (UX) for SAP® Software. SAP Fiori Brilliantly Provides the User Experience Foundation for Every Type of User. We Are Introducing an Option for Our Customers to Enjoy SAP Fiori with a Premium Mobile App Experience.

5 Things Every Workplace Should Consider As They Cope With Enterprise Mobility
SAP
7/22/2014 3:45:43 PM
BYOD - Bring Your Own Device - is currently one of the most frequently discussed issues in enterprise mobility. Although often used as a synonym for The Consumerization of Information Technology, BYOD and CoIT are two distinct, albeit highly overlapping trends.
This document is meant to provide organizations an alternate approach - through five simple steps - for developing a holistic end-to-end mobile strategy that embraces the undeniable benefits of CoIT to employees all-the-while mitigating the risks and concerns IT departments have from allowing employees to bring their own devices into the workplace.

WFO in the Financial Services Industry
Knoahsoft
7/22/2014 12:19:15 PM
In order to bolster customer service and meet customer care goals within stricter cost constraints, many financial institutions are turning to workforce optimization (WFO) solutions. In fact, in a recent Saddletree survey, the top 5 technology purchases currently being evaluated by financial organizations are WFO solutions.

Download this white paper to learn the foundational and emerging WFO technologies that are available today and why these solutions are an essential component for any customer experience and business intelligence strategy.

Revolutionizing QA with Speech Analytics
Knoahsoft
7/22/2014 12:16:57 PM
Speech analytics can revolutionize the quality assurance function within the contact center by reducing the amount of time managers spend looking for calls to review by 80 percent. Speech-enabled precision monitoring allows 100 percent of calls to be captured, categorized and analyzed for trends and patterns which frees up managers to help with customer calls and coaching agents.

Download this white paper to learn how transitioning from traditional to precision monitoring streamlines the feedback process for managers and agents, reduces attrition, and improves the overall customer experience.

Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers
Knoahsoft
7/22/2014 12:14:26 PM
Consumers want what they want, and they want it now. How are you keeping up with that kind of demand? Why will your customers choose you over someone else?

If you believe you are customer-driven, and you act like you're customer-driven, then you're off to a good start. And, with the right solutions in place to help you deliver the best customer experience possible, you have a good chance of remaining relevant and top of mind with your clients. So how can you get there? In this paper, you'll learn the top five acronyms, phrases and concepts you need to understand as you plan your technology evolution to get with the (customer experience) program sooner rather than later.

Real-Time Speech Analytics Improves the Customer Experience
Knoahsoft
7/22/2014 12:03:04 PM
Are you feeling the pressure from customers to up the ante on your service or experience?

Do you spend too much time resolving customer issues past the initial contact?

Would your business change if you could identify at-risk customers in real time?

In this white paper, you will learn how using real-time speech analytics can alter call outcomes by enabling you to take action when it is needed most - in the moment. Identify issues in real time, and respond to them immediately. Increase customer satisfaction and improve agent effectiveness while reducing operating expenses.

Analytics Energizes the QA Process
Knoahsoft
7/22/2014 11:57:18 AM
Are your agents spending endless hours listening to every recorded call?

Do your supervisors spend enough time with your customers and agents?

When did you last consider your agent evaluation tool's effectiveness?

Identify how you can save time and improve performance through Analytics-enabled QA. Consider the effectiveness of your agent evaluation tools with the tips provided. Learn how to gain approval from your senior management and map out your top 5 benefits speech analytics will provide from our list of common contributions.

In this whitepaper you'll learn how Analytics-Enabled QA is the future of quality assurance and how these new applications use an approach that offers a positive impact on agent performance, the customer experience and your bottom line.

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