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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 Modern Contact Center: Finding Value in Cloud-First, API-Driven Models
Serenova
2/8/2017 11:55:28 AM
Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.

Smart Delta: Secure Over-The-Air (OTA) Tehcnology for Remote Management of IoT Solutions
HARMAN
2/8/2017 11:31:55 AM
The white paper discusses an Over-The-Air technology (OTA) technology - Smart Delta - that produced a 10-fold reduction in size when updating a software payload to an IoT device within a smart city, smart building, infrastructure, industrial automation, consumer wearable, or a healthcare setting. The paper addresses use of in-house OTA solutions, references security considerations, and outlines industry examples to underscore the remote management considerations in IoT.

Realize New Services in an Instant with a Distributed NFV Architecture
Ciena
2/3/2017 1:36:02 PM
Enterprise networks are typically deployed with routers, firewalls, WAN optimizers, security, and other proprietary, dedicated network appliances. A Distributed Network Functions Virtualization Infrastructure (D-NFVI) changes all that by decoupling network functions and allowing them to be placed when and where they are needed. This paper discusses some of the important features of D-NFV that enterprises need to know before getting started with NFV.

Winning the Expectations Game in Customer Care
Nuance
1/30/2017 12:59:50 PM
The pressure is on to meet rising consumer demands for easy, effortless and integrated service experiences across an ever-growing number of channels. As a result, the customer care delivery model is about to change dramatically, according to researchers at McKinsey and Company.

Download their latest research report “Winning the Expectations Game in Customer Care” to learn:

• The five trends that will shake up today’s customer care delivery model and change the role of your contact center.
• How automation is rapidly changing the requirements of traditional contact centers.
• Why technologies such as virtual assistants and bots will ultimately serve as gatekeepers to critical channels such as voice, chat and IVRs.
• The top priorities of customer care leaders in 2017 and beyond.

Don’t miss this compelling report on how to best position your organization to maximize customer loyalty and revenue in the next five years.

A GridGain Systems In-Memory Computing White Paper
GridGain
1/19/2017 2:19:06 PM
With the cost of system memory dropping 30% every 12 months, in-memory computing has become the first choice for a variety of workloads across all industries. In-memory computing can provide a lower TCO for data processing systems while providing an unparalleled performance advantage.

In-memory computing technologies take many forms, ranging from in-memory data caches on a single server to in-memory databases (IMDBs), in-memory data grids (IMDGs), and comprehensive in-memory computing platforms (IMCPs). High performance in-memory computing technologies can even allow real-time analytics to run on operational datasets, enabling the implementation of hybrid transactional/analytical processing (HTAP) systems that can provide significant cost and complexity savings.

The GridGain in-memory computing platform provides a way to simplify the HTAP architecture for IoT databases and analytics. It addresses the needs of both transactional and analytical processing and also provides persistency and event processing — all in a high-speed, linearly scalable platform. And GridGain is just one core technology with one skill set to learn.

This white paper provides an overview of in-memory computing technology with a focus on in-memory data grids. It discusses the advantages and uses of in-memory data grids and introduces the GridGain In-Memory Data Fabric. Finally, it presents a deep dive on the capabilities of the GridGain solution.

High Availability DNS Reduces Downtime Risk and Improves End-User Experience
Dyn
12/15/2016 10:51:38 AM
Global DNS performance and availability are critical to user experience. According to Gartner, “DNS is mission-critical to all organizations that connect to the internet. DNS failure or poor performance leads to applications, data and content becoming unavailable, causing user frustration, lost sales and business reputation damage.” But many businesses still rely on a single, often in-house DNS solution that lacks global scale and resiliency.

This white paper reviews the business advantages of implementing a high availability DNS architecture using redundant DNS services. You will learn:

• The critical role DNS plays in the user experience.
• The risks of relying solely on a single DNS solution.
• The added performance and reliability benefits of a high availability DNS architecture with a redundant managed DNS service.
• Criteria for evaluating a managed DNS service provider.

Delivering the Promise and Value Through Outsourcing
USA800
12/8/2016 4:56:07 PM
Take a look at how you can accurately assess the ROI of outsourcing a call center; what a good outsourcing opportunity looks like; warning signs of a break down after an outsourcing agreement is reached and potentially overlooked ROI opportunities. It’s all there in USA800's white paper Delivering the Promise and Value in Outsourcing.

High-Performance Data Architectures for the IoT: A GridGain Systems In-Memory Computing White Paper
GridGain
11/29/2016 2:27:55 PM
By 2020, Gartner expects the Internet of Things (IoT) to have over 20 billion connected things. With this many connected devices transmitting information, there will be an enormous amount of processing required to derive value from this data. To cope with this rapid expansion in the Internet of Things, successful IoT platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

This white paper takes a look at popular use cases for and components of IoT. It then discusses the challenges caused by typical approaches to IoT data architecture and its associated resource requirements. You will learn how an in-memory computing platform can simplify this architecture and reduce your team’s learning curve.

Advanced Process Automation: Setting New Standards of Service in Front & Back Office Operations
NICE
11/17/2016 2:57:35 PM
With service-level expectations rising more quickly than budgets, back-office employees are just as critical a component in building and sustaining profitable customer relationships as their counterparts in the sales and service departments. Every point of contact, whether it be direct or indirect – a bill, a call to the contact center, an online interface or a step in the claims process – has the potential to make a customer feel more or less engaged with the company. Each point of contact is an opportunity to meet rising customer expectations, grow the business by upselling a product or service, or, conversely, to make an error or lose a customer.

Four Futurists Give Insight into What It Means to be a Social Business
IBM
11/16/2016 1:14:08 PM
At Connect 2016, the premier social business and digital experience conference, IBM pulled together forward-thinking influencers we call Futurists to discuss what it means to be a social business today and in the future.

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