White Papers: VoIP, Call Center, CRM



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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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Understanding the Impact of the Connected Revolution
11/18/2014 10:59:21 AM
M2M is transforming the way business is done, and the future is lining up to be those that take advantage of M2M technology, connectivity and data analytics and those that do not. The choice is yours, read the full report to find out how your business can join the revolution.

Improve the Product Lifecycle
11/18/2014 10:56:43 AM
Manufacturers of all kinds face the stresses of demand, energy and labor and material costs. The magic of M2M allows a business to transform operations, and when implemented will save on cost and inefficiencies while increasing revenue and production. Vodafone is helping usher in a new wave of manufacturing, read more to find out how.

Disaster Recovery Best Practices
11/11/2014 11:45:54 AM
This Disaster Recovery Best Practice brief will describe how to leverage Unitrends offerings to ensure data protection and best practices for disaster recovery scenarios. After reading this brief, you will understand how to protect businesses' most critical data where backups alone simply will not meet the recovery need.

Backing Up With Doctor Who: 12 Reasons For 12 Doctors
11/11/2014 11:44:42 AM
Doctor Who — television's great traveler through space and time — might be the ultimate backup specialist. Not only does he go on adventures with his companions in the TARDIS, he can recover from just about any disaster simply by regenerating himself. While each incarnation of the Doctor is slightly—or vastly—different from the last, each brings something new to the table. That’s what has made the series so great for the last half century.

5 Ways Disaster Recovery Is Like Jack Bauer
11/11/2014 11:41:56 AM
If you don’t swoon at the words "disaster recovery," we don’t blame you. After all, the term sounds kind of pragmatic. No-nonsense. Mandatory. We get it, but things may just change when you start thinking of disaster recovery in terms of Jack Bauer from 24.

Winter Is Coming: Are You Prepared For Disaster Recovery?
11/11/2014 11:40:14 AM
In the words of epic book and TV series Game of Thrones, "Winter is coming," and there’s never been a better time to be on your guard. After all, we live in a world of vicious attacks, scary data breaches, unpredictable weather, and other factors that can threaten the very existence of both your applications and your precious data.

The Adoption Curve: Top-10 Characteristics of Pervasive Adoption of Audio / Video Conferencing & Collaboration
10/14/2014 10:27:49 AM
Audio Conferencing, Video Conferencing, and Collaboration are three real-time communication technologies that have the power to transform a business and deliver enhanced outcomes – IF the business truly adopts the new capabilities they provide.

Audio Conferencing, the eldest of these technologies, brings people together in a personal way with voice. Video Conferencing is about delivering a richer communication experience by enabling participants to see each other and interact visually. Collaboration is about providing teams with a working environment that’s rich in supporting information – including documentation, spreadsheets, desktop applications, web-based resources, and sometimes integrated voice and video.

These are all powerful capabilities – but if adoption fails to take place, even the best audio / video conferencing and collaboration products will fail to deliver a return on investment.

This white paper examines ten characteristics held in common by companies where usage of these solutions has become pervasive, outlining the Adoption Curve that describes the most common path to success with new real-time communication technologies.

The Journey to Workforce Optimization (WFO)
10/14/2014 10:25:38 AM
What factors determine whether a contact-center interaction produces a positive outcome? Often it’s the agent that makes the difference, but this doesn't tell the whole story. How was the "right agent" trained? Why was the call routed to that employee? What business systems supported the interaction?

To ensure the quality of every customer interaction, contact-center managers need a business system – a repeatable approach. Workforce Optimization (WFO) is a management practice designed to improve outcomes in contact-center and back-office communication environments. WFO solutions incorporate some combination of call recording, quality assurance, workforce management, e-learning and analytics.

This white paper illustrates the power of WFO capabilities, and the importance of effective roadmap planning and developing a realistic path for getting there.

Getting started with Microsoft Lync
10/14/2014 10:23:50 AM
Companies contemplating a Microsoft Lync implementation need good advice - strategic guidance on how the extensive suite of Lync capabilities can support their unique business model and needs. Lync can provide a very broad range of capabilities, from simple IM and presence to full-blown audio and video conferencing capabilities, web conferencing and more. But taking advantage of the advanced capabilities of Lync requires far more planning than simply switching them on. Like many business decisions facing IT professionals, it's an in-house or out-source, "buy or build" choice: recruit and train employees to bring this specialty on staff, or partner with some combination of vendors, service providers, and system integrators.

This white paper provides recommended steps to a successful Lync implementation — planning ahead, use cases, licensing, training and network readiness.

How Mobile is Transforming Enterprise Customer Experience
9/22/2014 4:08:03 PM
How Mobile is Transforming Enterprise Customer Experience Every day more and more business processes are being transformed by mobile. Customers today demand smooth and efficient experiences throughout the whole customer lifecycle-from the moment they start to look for a product or service to the moment they decide whether to replace it or upgrade. In this paper we describe a more holistic view of customer service, provide real examples of how OpenMarketTM customers have re-engineered specific touch points for mobile engagement, and recommend practical steps for designing new and differentiating experiences that will attract and retain customers.

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