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How CIOs Can Guide the Enterprise to Mobile Success
OpenMarket
9/22/2014 4:06:00 PM
How CIOs Can Guide the Enterprise to Mobile Success Consumerization. SaaS. Cloud. BYOD. Mobility. Just five years ago these words would not have described the focus of IT and security professionals. Yet today, CIOs are reckoning with all of these forces, joining executives from across the organization to redefine business processes and innovate new ways of working. In this paper we look at the new, front-line role of IT and security teams, specifically within enterprises using mobile messaging technologies.

Empower Your Agents to Engage your Customers
Bluewolf
9/10/2014 3:23:15 PM
The backbone of customer service has always been agent and the contact center. Customer service reps need greater collaboration across departments, better product or service knowledge accessibility, and new methods to deliver an excellent customer experience.
Download the guide to learn how to drive growth and profitability in the contact center by empowering your agents with:
• The right technology and processes
• The right knowledge
• The right level of motivation

Delivering a Frictionless Customer Experience with Service Cloud
Bluewolf
9/10/2014 3:22:46 PM
Customers today expect a frictionless and fast experience with your brand. Customer service is playing a pivotal role to help lead this business transformation, enabling all employees to respond to customer expectations.

However, many companies are still struggling to deliver this integrated service experience. In this white paper, learn how salesforce.com’s Service Cloud is leading the shift towards frictionless customer service experience for agents and customers alike. We will take a deep-dive into key features of Service Cloud, including:
• Agent Console
• Reporting & Dashboards
• Queue Support
• Salesforce Communities
• Knowledge

Neustar Delivers with Information, Analytics
Neustar
9/5/2014 10:22:47 AM
Neustar is a trusted provider of authoritative data – offering a wide array of information and analytics solutions that enable CIOs and marketing staff to leverage both internal and external data to better understand their customers, make business decisions based on more accurate and complete information, and drive new revenues and savings in the process.

Foundations for Delivering Self-Service Profitability and Customer Satisfaction
JD Power
9/5/2014 9:51:43 AM
Improved customer satisfaction and self-service usage can be a difficult goal for contact centers to achieve. In this Strategic solutions Series, Mark Miller, senior director of contact center solutions at J.D. Power, offers guidance to executives who are challenged to deliver both high customer satisfaction and high containment rates.

Challenges of Building Intercloud
Aricent
9/3/2014 5:59:35 PM
Intercloud is a collection of interoperating clouds that requires connectivity and collaboration among disparate cloud providers. Mature standards are required to facilitate seamless coordination among such cloud networks. As a set of widely accepted standards does not exist yet, an intermediate platform acting as a federation platform among the cloud vendors is necessary. This whitepaper discusses key aspects of such a federation platform that enables Intercloud operability.

Next-Generation Service Assurance in Network Of Clouds
Aricent
9/3/2014 5:58:54 PM
Traditional service assurance in a data center is mainly focused on collecting fault and performance events from different compute, storage and network elements to manage service quality. With the emergence of SDN, NFV and network of clouds, it is apparent that traditional service assurance framework needs to be reworked to meet the demands of next-generation data centers. This whitepaper discusses key aspects of an orchestrator that enables next-generation service assurance in a network of cloud setup.

Mobile Test Automation Best Practices
Aricent
9/3/2014 5:58:15 PM
Enterprises face a variety of challenges in taking mobile applications to the market because of complex mobile ecosystem. This comprises a multitude of varying parameters, such as mobile devices, operating systems (OS), browsers, applications, chipsets and software running on networks. This whitepaper discusses the challenges faced in testing mobile applications, test automation that can overcome these challenges and strategies and best practices that can maximize the ROI achieved by automating the testing process.

Next-Generation Technical Support
Aricent
9/3/2014 5:57:14 PM
Communication technologies are continually evolving and co-existence of multiple technologies and multiple vendors have made networks increasingly complex and expensive to manage. This coupled with fierce competition has now made technical support a highly critical aspect that impacts customer satisfaction, and hence customer loyalty.

Support models have moved beyond simple network monitoring to a more proactive approach that helps in optimizing efficiency, and improving customer experience by predicting, identifying, and fixing problems before they arise. The next generation technical support whitepaper provides insights into how these next generation support models can be used to reduce risk and enhance customer satisfaction.

Implementing Integrated Multi-Technology Networks
Aricent
9/3/2014 5:56:18 PM
Heterogeneous Networks comprising base stations of varying form factors in a layered architecture are imperative to optimize coverage and capacity. Capacity and coverage can be further augmented by providing the consumers with an alternate channel for data by leveraging ubiquitous WiFi.

Small cells are a critical component of these heterogeneous networks that provide multiple benefits including coverage and capacity optimization, enhancement of user experience and data offloading for reducing the load on core networks. Multi-mode small cells provide the further benefit of supporting LTE, 3G and Wi-Fi using just once device.

This whitepaper provides insights into the benefits of HetNets and the various implications involved in deploying small cells. It discusses the various aspects to be considered while deploying small cell such as powers supply, backhaul, timing, antenna etc. It also discusses the benefits of WiFi offloading and ways to implement automatic network selection and automatic authentication.

Aricent played a key role in developing the first 3G small cell. We provide a comprehensive suite of standards compliant small cell software enablers to help Communication Equipment Providers (CEPs) rapidly develop small cell access points and gateways. These frameworks have been optimized on leading hardware platforms to help reduce complexity and risk. We also provide multi-mode small cell software that can support LTE, 3G and WiFi simultaneously or in any combination thereof.

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