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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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The Shift To Mobile Breathes New Life Into Old Interactive Voice Response Systems
10/15/2015 1:21:24 PM
This white paper, authored by the 451 Research Mobility Team (powered by Yankee Group) Director, Sheryl Kingstone, addresses the opportunity to improve customer service via mobile.

Key Discussion Points:

• New forms of mobile interactions that eliminate traditional frustration points and enable businesses to become more transparent as customers demand more control and insight into their interaction
• How companies can improve the availability of the right information at the right time to win back customers who developed a lack of faith around self-service initiatives
• How simplified and context-driven interactions reduce inbound call volume and streamline information for the agent
• How visual interactions overcome the problematic tradeoff between usability and functionality that traditional IVR systems suffer from

Demystifying Omnichannel Customer Engagement
10/15/2015 1:18:17 PM
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels (voice, mobile, web, digital, social).

Key Discussion Points:

• Omnichannel customer engagement overview
• What consumer trends drive omnichannel engagement?
• How to implement an omnichannel journey that is customer centric focused?
• How to build a business case for omnichannel customer engagement?

Visual IVR vs Other Self Service Options
10/15/2015 1:15:09 PM
Learn how Visual IVR empowers your customers and your agents while making traditional connectivity solutions like chat and click to call easier to engage and use.

Key Discussion Points:

• How to quickly offer a personalized and connected experience to your customers as 69% of them already expect to hop across channels effortlessly (Forrester)
• Seamlessly blend self service with agent assisted service across multiple channels
• Find out how Visual IVR compares and complements common contact center connectivity solutions such as: chat, click to call, cobrowse, virtual agents

"The Mobile Customer" chapter of ContactBabel's "US Contact Center Decision-Makers' Guide 2015"
10/15/2015 1:05:31 PM
With the rapid growth of smartphone users, the mobile customer is relevant to every organization, in every vertical market, in every geography of the world. This chapter discusses what it means to offer mobile customer service for both businesses and customers.

Key Discussion Points:

• Mobile customers communication methods
• Cross-channel escalation
• Comparison of self-service solutions
• Corporate ownership of the mobile function
• Future trends in Mobile

The Cloud Batting Order: Understanding How Communications Fits in the Lineup
10/1/2015 10:41:53 AM
In business, as in baseball, communication and collaboration are critical to working like a team toward a common goal. Having the right equipment can be a big part of that. Chances are, you’ve already moved some of your business applications to the cloud, which will better prepare you for working communications into your cloud lineup. If you still haven’t unified your communications in the cloud, now might be the best time to act—before the competition gets a competitive edge.

As it turns out, the strategies that work in baseball also make a lot of sense when filling out your cloud solutions lineup. By arranging your cloud investments in the right order, you’ll score more revenue, drive in more ROI and maybe even shut out the competition.

What To Do When Windows RDS Is Running Slow?
9/25/2015 11:18:48 AM
While Microsoft’s Remote Desktop Protocol (RDP) has seen a lot of upgrades over the years, it’s still not perfect. RDP has seen its bandwidth footprint reduced considerably and enabled multimedia support, but there are a number of issues that can still slow things down. We created this guide to help you diagnose the problems that can create lag-time for your users and help you tune your system to work better.

How Cloud Communications Is Opening Up Possibilities (and Floor Space): An exploration of cloud vs on-premises communication use cases
9/22/2015 8:48:45 AM
In businesses and organizations across the world, rooms once humming with wires, black boxes and blinking lights now sit empty. In a lonely phone closet, there’s only dust, a single lonely terminal, or perhaps a foosball table where IT pros can let off steam.

The cloud – and more specifically, cloud communications – is the source of the transformation, which has fundamentally changed the IT landscape. Some IT pros have embraced it. Some are working on migrating to the cloud over time. And others, through choice or necessity, are sticking with a premises-based approach.

Read the white paper "How Cloud Communications Is Opening Up Possibilities (and Floor Space)" to find out why some IT pros are shopping for game tables to go in empty server rooms while others are untangling wires and watching blinking lights—and which cases make the most sense for each approach.

Internet Performance for Dummies Guide
9/9/2015 2:40:11 PM
We get it - all this talk about Internet infrastructure, cloud infrastructure optimization and Internet Performance can be overwhelming. To help untangle the “web” of confusion, we partnered with the pioneers of making the confusing simple, Wiley, to create the Internet Performance for Dummies guide.

Here’s a peek under the cover:
• Implementing an Internet Performance approach for availability, speed, revenue and more
• The customer experience and why the performance of your website is a significant factor
• Business advantages to cloud Internet infrastructure and Internet Performance

If you want to make the Internet your competitive business edge, this is the guide for you!

HP’s revitalized workforce optimization suite is worth a fresh look
9/2/2015 3:33:51 PM
When contact center buyers look to acquire workforce optimization (WFO) tools, they often turn to the two largest vendors in the space, Nice and Verint. Ovum believes that the workforce optimization marketplace is looking for (and has room for) a third major participant and that HP is well-positioned to fill this role, offering a combination of expertise, scale, and a keen understanding of the market’s direction. Continue reading to learn why HP is worth a fresh look.

The mHealth Opportunity
8/11/2015 1:53:40 PM
Vodafone mHealth Solutions Insights Guide brings together senior pharma, public and private health stakeholders to learn, share and debate on issues and new thinking brought forward by renowned thought leaders and industry experts. We have provided an in-depth view of the key considerations in adopting mHealth services and technology while focusing on the numerous opportunities presented by mHealth. There are many different participants who play a role in the successful adoption of connected healthcare and this guide is intended to present a balanced view through the eyes of three of the key beneficiaries: healthcare providers, funders and, perhaps most importantly, patients.

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