Gadgets

White Papers: VoIP, Call Center, CRM

Gadgets

WHITE PAPERS

White Papers Banner

White Paper Library

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.


White Papers

Are you interested in contributing your White Paper into the TMCnet White Paper Library, contact us now !


 White Paper Library Search


 
Title:
Categories:
Company:
 

Big Data Reveals: Top 5 Factors Driving Customer Satisfaction
Evolv
3/28/2014 9:43:34 AM
Most executives consider customer satisfaction a critical metric, but often lack the visibility into the factors that are truly driving an outstanding experience with their brand. Each year millions of workers responsible for critical customer experiences are selected, trained, advanced, and replaced.

Uncovering the true factors that impact customer satisfaction and loyalty isn't just about hiring or training. New big data research has uncovered surprising new insights into the real drivers of customer satisfaction. And much like customer behavior, what truly drives customer experience and CSAT may not be the factors that you think.

Download the report now to see the five factors that truly matter.

The Bad and the Ugly of Out-House Agents
CGS
3/24/2014 10:41:03 AM
Who Answers When Customers Call Your Contact Center?

For basic customer service requirements, the at home agent model can sometimes be appropriate and very successful. But it is not a one size fits all solution - and this is especially true when you factor in privacy and compliance concerns when agents handle sensitive customer information or when the nature of the call is technical or specialized.

The objectives of this whitepaper are to shed light on the true history of the "out-house model." We will discuss the differences between in-house and out-house agents, and the pros and cons of each model.

You will learn:
- The history of the out-house approach
- If the at-home customer support model is right for your business
- Details on the good, bad and ugly results of leveraging out-house agents
- What questions to ask a provider about the out-house model

Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications
Vodafone
3/21/2014 5:02:26 PM
M2M has already had a massive impact in the global transportation sector. It's becoming a mainstay of transport operations where freight needs to be delivered rapidly and safely. It's helping logistics companies manage global fleets to ensure that consignments arrive in optimum condition. M2M has taken tracking to a new and much more sophisticated level, creating new possibilities for companies wishing to track freight and vehicles.

Manufacturing Industry Brochure
Vodafone
3/21/2014 4:54:09 PM
M2M technology can save you time and money while transforming the way you run your business - from design through to post-production. M2M solutions provide you with real-time data to help you optimize each stage of your product lifecycle - enabling you to drive down costs and serve your customers better. Find out how manufacturers are already using our M2M solutions to improve processes, cut costs, and offer a better service to their customers.

Connected Revolution
Vodafone
3/21/2014 4:36:32 PM
With competitive pressures intensifying and the pace of innovation accelerating, recognizing key trends, understanding their implications and, where appropriate, responding decisively is essential to remain successful.

This paper describes our thinking relating to understanding the impact of the connected revolution. If you are interested in topics such as the growth of the Internet of things and machine-to-machine (M2M), the opportunity it represents for businesses and the requirements for success, then you will find this of interest.

10 Reasons to Buy a Commercial Software Licensing and Entitlement Management Solution
Flexera
3/12/2014 11:42:36 AM
Is it better to build your own software licensing and entitlement management system or purchase a commercial off-the-shelf (COTS) solution? The ROI and benefits will vary from customer to customer, based upon business needs and market conditions.

Historically, many software vendors and intelligent device companies attempted to build their own licensing and entitlement management systems, when at some point they realized that it was a losing proposition. In-house developed software licensing and entitlement management solutions become inflexible and not scalable, and required too many resources that should be applied to other areas of core-competency. Ultimately, they decided that a COTS solution was best.

This white paper explores some of the top reasons to consider a COTS software licensing and entitlement management solution.

IDC Research Report: The Coming of the 3rd Platform and What This Means for Software Business Models - Essential Guidance for Intelligent Device Manufacturers
Flexera
3/12/2014 11:40:43 AM
The IT industry is in the midst of a massive structural shift toward what IDC calls the 3rd Platform. The 3rd Platform is the next-generation computer platform characterized by a proliferation of always-connected smart mobile devices, coupled with the widespread usage of social networking, and layered over a cloud-based server infrastructure. The new platform makes possible a broad proliferation of two important, value-generating overlays on top of this foundation: big data analytics and social technologies.

A combination of factors are actively driving the adoption of the 3rd Platform:
- Ease of access
- Cost
- Sales Channels
- Self-service/self-provisioning
- Hubs and value-added application mash-ups

Read this research study to learn more about the rise of the 3rd Platform and the ways in which software business models will change as a result. Advice to intelligent device manufacturers on pricing and licensing of software-based applications and services is provided.

IDC Research Report: Hardware Companies Face Unique Challenges in Growing Software Revenue
Flexera
3/12/2014 11:37:12 AM
With shrinking margins on hardware sales, intelligent device manufacturers are increasingly looking to leverage the embedded software within their devices in various ways. However, in the past, this software may have been given away with the hardware or bundled with the hardware in such a way that the value of the software was not called out separately. Beyond the challenges of establishing value and developing a pricing scheme, these firms find that software licensing is a lot different from selling hardware.

According to IDC, intelligent device manufacturers are finding the value in monetizing or licensing their software:
- Provides an additional high-margin revenue stream
- Protects intellectual property (IP) from misuse
- Simplifies product packaging while allowing for more flexible configurations
- Lowers inventory costs by decreasing the number of SKUs needed to satisfy unique customer demands

2013 Application Usage Management Report Intelligent Devices & Software: The Future of Manufacturing
Flexera
3/12/2014 11:27:30 AM
The 2013 Application Usage Management survey was conducted by Flexera Software with input from IDC's Software Pricing and Licensing Research division under the direction of Amy Konary, research vice president - software licensing and provisioning at IDC. This annual research project looks at application usage management trends and best practices. The survey reaches out to executives at application producers (Software vendors and intelligent device manufacturers) and enterprises who use and manage software and devices. This is the first year this survey is being conducted.

Based on this Application Usage Management survey, it is clear that device manufacturers are moving to the intelligent device model for a variety of reasons - to react quicker to changing market needs, reduce time to market for creating new products and product enhancements and reduce costs.

Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting
ISI
3/4/2014 11:59:22 AM
In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1's were used, companies typically added circuits in blocks of 24. SIP changes all this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required.

To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake.

First 1 2 3 4 5 6 7 8 9 10  ... Last 

Free Gadgets Newsletter