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Seizing the Moments: The Insider's Guide to Perfecting the Customer Journey
LiveOps Cloud
4/29/2016 9:17:48 AM
The exploration of the customer journey begins with a simple fact: no organization is perfect. And while it may seem as though everyone else is getting it right, the truth is that even “best in class” contact centers have a few things they wish they could change.

This is what ICMI discovered when they surveyed hundreds of global, leading-brand contact center professionals. From the best to the worst, ICMI dissected the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey. In their report, ICMI Guide to Perfecting the Customer Journey, they offer recommendations to help contact center decision makers:

• overcome the top challenges in the contact center
• transform customer service from reactive to proactive
• train agents to recognize and embrace moments along the customer journey
• implement new technologies to improve time and process efficiencies
• turn all data into actionable data

Connecting with the Next Gen Customer
LiveOps Cloud
4/29/2016 9:15:50 AM
Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of the next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.

4 Steps to a Successful Cloud Contact Center
LiveOps Cloud
4/29/2016 9:14:46 AM
Contact centers worldwide are undergoing fundamental changes. They must accommodate multichannel communications without losing their personal touch to meet the new expectations of quality, efficiency, and availability in an “always-on” consumer world.

This white paper outlines how today’s most modern enterprises are evolving their contact centers to achieve strategic organizational goals, from revenue retention to sales growth, and more.

WebRTC Server Side Media Processing: Simplified
Surf Communication Solutions
4/27/2016 1:41:59 PM
A new white paper by one of the world's leading WebRTC bloggers takes an in-depth look at next-gen multimedia processing - and how SURF Communications is providing an ideal solution.

In addition to examining the high-end requirements of WebRTC, and why the GPU plays such a critical role, the white paper explores the three major functions of a modern WebRTC server:

1. Transcoding between different codecs
2. Gatewaying across different protocols
3. Emergence of hybrid multi-party video architectures

Download the following white paper that makes sense of WebRTC deployments.

Bringing Contact Centers Up to Speed in a Cloud-Based World
Ytel
4/26/2016 9:01:55 AM
Several KPIs that will destroy or grow your contact center.

Whats inside:

Get the most out of your contact center by measuring the right KPIs and making sure your tech is up-to-date. In this whitepaper you will learn:

- If you have the right reporting in place to benchmark success for your contact center.
- If you have enough resources to maximize performance in your contact center.
- If you have the right hardware and bandwidth in place for your agents.

Carrier Ethernet for LTE Mobile Backhaul Guidebook
Ciena
4/22/2016 11:28:20 AM
This guide is a handy reference to mobile technology generations and adoption rates, as well as key topics in mobile backhaul technologies, including SLA measurement, service management, MEF-based mobile backhaul architecture, and packet networking synchronization options.

5 Reason Skype For Business is a Natural Fit for the Contact Center
Clarity Connect
4/22/2016 11:27:09 AM
Thousands of companies have successfully deployed millions of Skype for Business seats, yet many still don’t think of it as a platform for their contact center.

Learn how a Skype for Business contact center is a great fit for:

• Multi-channel communications
• Cloud contact centers
• Development and extensibility
• Employee mobility
• Significant cost savings

Read the free white paper on what you can accomplish with a Skype for Business contact center

Centerity – The First Predictive BSM Solution for SAP HANA!
Centerity
4/8/2016 9:04:57 AM
Technology cooperation between SAP Co-Innovation Labs and Centerity brings holistic Business Service Monitoring (BSM) capabilities to the entire SAP environment including SAP ERP, SAP Infrastructure and SAP HANA. Centerity Monitor has been tested by SAP Labs and this document describes that testing process and SAP’s conclusions.

Centerity’s BSM solution was chosen for this integration over several other vendors due to the fact that Centerity is an established player in this domain and already has “out of the box” monitoring capabilities to SAP Systems (e.g., CCMS-based monitoring). Centerity was challenged by SAP to demonstrate the rapid implementation capabilities of its BSM solution within the existing service environment of SAP Co-Innovation Labs Israel and the ability to integrate HANA KPIs into its monitoring solution. While modern IT monitoring solutions provide various features, the focus of this SAP Co-Innovation Labs integration was the enablement of full BSM stack monitoring for a HANA-based environment.

Delivering Holistic Business Service Management for SAP HANA
Centerity
4/8/2016 9:04:23 AM
Cisco partners with Centerity Systems to provide BSM for in-depth visibility of SAP HANA IT / business environment.

The groundbreaking SAP HANA in-memory database platform is revolutionizing business workflows for many enterprise companies by delivering in-memory processes that enable real-time analytics, transactions, and predictive processes. By combining database, data processing, and application capabilities in-memory, SAP HANA enables companies to analyze vast stores of data and generate in minutes or even seconds complex reports that previously may have taken days or weeks to create. To help ensure quality performance, SAP works with trusted partners such as Cisco to deliver hardware and software as an integrated environment dedicated to running SAP HANA.

When Cisco looked at the market, Centerity Monitor, a Cisco compatible product, addressed all of the management challenges. Centerity delivers comprehensive Business Service Management (BSM) capabilities to the integrated SAP HANA IT / Business Environment with the flexibility to cover a broad range of equipment and applications that may support the SAP HANA environment.

Centerity Simplifies The Israeli Air Force’s Critical Information Systems Monitoring
Centerity
4/8/2016 9:03:21 AM
Enterprise System Fully Installs in 4 Weeks, Reduces Critical MTTR By 80%

Protecting the security of a nation in the middle of one of the world’s most unstable regions leaves no room for error. The mission of the Israeli Air Force (“IAF”) is to defend the existence, territorial integrity and sovereignty of the State of Israel, to protect the inhabitants of Israel and to combat all forms of terrorism which threaten its daily life. To accomplish this, the IAF’s IT infrastructure needs to be at the highest state of readiness possible in order to coordinate all of the Air Force’s assets and resources.

The IAF implemented Centerity’s IT and BSM performance & availability monitoring platform to efficiently maintain its IT assets, proactively prevent disruptions and effectively reduce mean-time-to-restore (“MTTR”) via Centerity’s Business Service Management (“BSM”) capabilities to define and collectively manage critical processes. This paper addresses: (1) Industry Best Practices for establishing an efficient Enterprise-Class Monitoring Solution; (2) IAF’s Requirements; (3) New Solution Selection Process and Findings; (4) Implementation of Centerity; and (5) Business Impact of the Centerity deployment.

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