Security is an industry in flux. While in many cases the core activities and tools haven't changed - CCTV for monitoring and alarms for perimeter protection, for instance - technology has evolved rapidly, creating new possibilities for securing businesses and their assets against theft, fire and other risks. Machine to machine (M2M) communications in particular has enabled a step change in functionality in three security applications: alarm systems, CCTV and asset tracking. This paper is specifically aimed at manufacturers and distributors of security equipment, but will also be relevant for enterprises with significant or specific in-house security needs.

In this IDC White Paper, we discuss some of the key trends taking place in the enterprise mobility landscape today, such as consumerization of IT, the mobile application explosion, and cloud computing. We then explore how these paradigm shifts create opportunity while also driving the need for new technology solutions. Next we take a look at how SAP's mobile enterprise solutions map to these requirements and learn how various customers across the mobility ecosystem are leveraging SAP's mobile technology to meet their business objectives. Finally, we wrap up with essential guidance to help end users and partners develop a strategic plan.

We are living in a world that only 20 years ago was the realm of science fiction. Devices once just barely imaginable have become common consumer items, carried casually in pockets and purses, with constantly growing capabilities. Our smartphones are becoming extensions of ourselves. With a world of content at our fingertips, we embed ourselves in a near constant stream of "conversations" and rich media including images, audio, video and voice.

A typical executive will store her business group's budget, product road map, customer database, and dozens of presentations, Word docs, and spreadsheets on her mobile phone, tablet, or laptop. Accessing, sharing, and updating her mobile work content is status quo. That's how she and her peers stay productive. What she probably doesn't realize is that the business content she's taking into airports, client sites, doctor offices, restaurants, and home is a ticking time bomb.

7 Tips for Building the Contact Center of the Future. As consumers rapidly embrace the web and mobile devices for fast answers to questions, is the contact center finally on its way out?

When your website does a poor job of resolving customer service issues, the escalation costs that ensue are truly astounding. Our latest report, based on published data from Forrester Research, gives you an eye opening look into these runaway costs and how you can stop them.

Aberdeen Group’s recent research on Next-Generation Customer Experience Management highlights the recent trend in the customer-company relations and the challenges companies face with their customer experience management (CEM) efforts across multiple channels. The results of this research will be included in this soon-to-be-released whitepaper.

Some of the findings and insights that will be included in the upcoming whitepaper are:

• The primary reasons companies struggle in adopting a data-driven approach to manage their customer interactions
• How companies are adaptating to the new dynamics of the "customer era."
• The performance gains Best-in-Class organizations realize as a result of their ability to convert data into actionable insights

WebRTC has been the biggest topic of conversation in the telecommunications industry for a couple of years now. Not surprisingly everyone is trying to figure out what it means to them and where it can be used to improve user experiences and extend the use of the value creation capabilities that exist in todays Service Networks. This paper offers a perspective on how WebRTC will evolve to interwork with and extend Service Networks today.

The contact center is becoming increasingly complex. The days of simple telephony interactions are long gone. Managers struggle to contain costs while handling multi-channel communications with customers and prospects who expect speedy resolution and instant gratification. Traditional live agents alone just can’t meet the demands of today’s contact center. Fortunately, advances in artificial intelligence are offering an ideal solution to this escalating issue. Virtual call agents can deliver the speed and precision of an automated technology, along with the good manners and problem-solving capabilities of a human agent. The valuable time of human agents can be reserved for the more challenging, complicated issues while virtual call agents deal with the more straightforward, repetitive queries. This approach not only cuts costs drastically, but is also proven to enhance customer satisfaction and boost employee morale.

Download this white paper, authored by chief analyst Dick Bucci from Pelorus Associates, to learn about:

• The top benefits and many inbound and outbound uses of virtual call agents
• How virtual call agents help significantly reduce costs while improving customer satisfaction
• How virtual call agents help ensure PCI-DSS and HIPAA compliance
• An ROI comparison of virtual call agents vs. other self-service and contact center technologies

If you’re looking to improve customer lifetime value the best place to start is with your agent experience and productivity. Most organizations are stuck in the old paradigm of contact center technology where best of breed systems force agents to toggle back and forth between multiple windows resulting in frustration for the agent and a poor experience for the customer.

The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by LiveOps and Dr. Natalie Petouhoff’s Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center. Click here to download this compelling whitepaper and learn how technology affects agent happiness and productivity and can result in increased subscriber revenues and better customer lifetime value.