Telecom White Papers

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By: CompareBusinessProducts.com     Published Date: Aug 27, 2014

This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to help you define and build the business case for unified communications (UC). The key to success of a UC deployment is delivering benefits to users and business units - not just saving money on infrastructure.

Tags : it infrastructure, unified communications, collaboration, solutions, better business, it management, telecom
    
By: CompareBusinessProducts.com     Published Date: Aug 27, 2014

Unified Communications (UC) has come a long way since Voice over IP (VoIP) was first introduced to the enterprise nearly two decades ago, evolving both as a technology and as a platform that can substantially improve the way we do business. Although VoIP remains the foundation for UC systems, in the past ten years UC solutions have also added collaboration tools such as: Contact center features, presence, and video conferencing support; Individual employee efficiencies like unified messaging and "bring your own device" (BYOD) support; And underlying infrastructure upgrades such as virtualization, enhanced management systems, and improved reliability

Tags : voice over ip, unified communications, presence, video conferencing support, infrastructure, management systems, it management, telecom
    
By: CompareBusinessProducts.com     Published Date: Aug 27, 2014

There are two kinds of VoIP in this world, and figuring out which one is best for your budget depends on what your business needs. VoIP service providers either deliver Basic Hosted VoIP (BASIC) or Premium Managed VoIP (MANAGED). Like the names imply, BASIC is a no-frills service that requires a do-it-yourself approach, while MANAGED has all the bells and whistles, and is managed for you by a team of experts, so there’s no disturbance in the force.

Tags : managed voip, budget, basic hosted, service provider, solutions, business needs, it management, telecom
    
By: LogMeIn     Published Date: Jan 29, 2014

Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. In this year’s report, we explore how Internet shoppers use these various channels to inform purchase decisions and seek help from customer service. Readers will learn the channels that shoppers prefer in given scenarios and how to prepare their teams for optimal engagement.

Tags : live chat report, social media, purchasing behavior, logmein, internet shoppers, optimal engagement, wireless communications, telecom
    
By: LogMeIn     Published Date: Jan 29, 2014

eMarketer reports on multichannel customer services and provides best practices for building retail loyalty

Tags : multichannel customer services, best practices, customer, customer service, retail, retail loyalty, live chat, social networks
    
By: LogMeIn     Published Date: Jul 18, 2014

A Case Study on Sling Media and its experience of LogMeIn Rescue

Tags : logmein, rescue, sling media, rescue case study, customer support, customer support reporting, call center management, call center software
    
By: Cisco     Published Date: Jun 12, 2014

U.K. energy contractor reduces total cost of ownership while improving customer service and adopting new ways of working.

Tags : cisco, unified communications solutions, borderless network infrastructure, cisco ironport security, case study, access control, anti spam, anti spyware
    
By: Adobe     Published Date: May 22, 2014

An Adobe report into building sustainable, one-to-one customer dialogues across any channel.

Tags : adobe, single marketing view, one-to-one customer dialogues, cross-channel conversations, adobe campaign, call center management, call center software, customer interaction service
    
By: Keynote     Published Date: Apr 23, 2014

In the world of digital interactions, the margin between success and disengagement or abandonment is measured in milliseconds. With the exploding adoption of advanced smartphones and tablets, you need a mobile-first approach to engaging with customers and employees. And as your mobile initiatives are delivered at increasingly rapid rates, the quality and reliability of the mobile apps, mobile web and connected services that support them has become critically important. For the technology teams delivering customer and employee services in the mobile channel, it is important to understand that performance monitoring solutions which work for the desktop cannot be simply applied to mobile. Managing the mobile end user experience requires an understanding of the challenges posed by the complexities of the mobile environment. This paper will reveal the 4 pillars of mobile performance, plus offer strategies for accurately monitoring mobile end user experience so you can continuously improve.

Tags : mobile application monitoring, mobile application monitoring system, mobile app performance, mobile application performance, app monitoring, monitor mobile applications, web performance monitoring tools, performance monitoring
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

To put it carefully, certain technology decisions at the federal level since 2002 have been questionable. But citing new “Cloud First” policies for implementations in government contact centers, data centers, and federal agencies, cloud initiatives are now showing value by way of cost reductions and broader functionality. Abdo Rabadi of Blue Kite Consultants and Mechele Herres of Interactive Intelligence say even more benefits of the cloud await. Read how the federal government can best achieve them.

Tags : interactive intelligence, cloud communications, cloud, cloud solutions, government, cloud providers, business process automation, contact center
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.

Tags : interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics, productivity, revenue, retention rates
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.

Tags : interactive intelligence, contact center, customer service, customer experience, cost, revenue, telecom, it management
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.

Tags : interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution, it management, business process management
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.

Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center
    
By: ClickSoftware     Published Date: Mar 20, 2014

Learn how leveraging the cloud to optimize field workforce management improves the experiences of your customers while also lowering operational costs.

Tags : cloud, communication, customer services, process visibility, mobile workforce management, application performance management, workforce management, telecom
    
By: ClickSoftware     Published Date: Mar 20, 2014

A white paper on how the customer experience can be improved through the elimination of front office and field workforce communication barriers.

Tags : cloud, communication, customer services, process visibility, mobile workforce management, business integration, business management, workforce management
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

In today’s globalized business environment, the need to build strong relationships with partners, suppliers, internal teams, investors and customers is more important than ever. High-quality video conferencing solutions enable you to communicate as effectively as actually being there in person, helping you to build the engaging relationships needed for success in business.

Tags : lifesize, video conferencing, conferencing, high-quality video conferencing, telecommunications, video, infrastructure, telecom
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

Video Conferencing Use Cases

Tags : lifesize, video conferencing, video, use cases, video conferencing solution, telecommunications, telecom
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

Making Video Communications as Easy as a Phone Call. That’s Smart Video

Tags : lifesize, video communications, video conferencing, smartphones, smart video, telecommunications, telecom
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

LifeSize Evaluates Room-Based Video Conferencing Systems

Tags : lifesize, video conferencing, telecommunications, logistic planning, communication, telecom
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

This document is designed to help you understand the things you should consider before making an investment in video conferencing. It will help you think of how video conferencing could affect your business processes, why compatibility matters, the steps you should take to ensure its adoption and more.

Tags : lifesize, video conferencing, communication, hd video functionality, telecom
    
By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014

7 Cool Uses for Video Streaming and Recording

Tags : lifesize, video streaming, video conferencing, hd streaming, audio call, mobile software, telecom
    
By: Noction     Published Date: Jan 09, 2014

Service Providers have unique networking challenges as compared to other environments. Factor, differentiating Service Provider`s network from others, is the requirement for 100% uptime. The network stability is crucial to their customers’ business and is, therefore, intolerant to disruptions or outages, which may damage the company`s reputation and market position, or even affect it irreversibly. Downtime risks can no longer be mitigated by simply over-engineering the network, but rather deploying network optimization solutions, based on the intelligent monitoring and automated response, versus manual network troubleshooting and brute force time spending.

Tags : network performance, congestion, outages, downtime, hosting, bgp, router, ip network
    
By: Genesys     Published Date: Dec 11, 2013

Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.

Tags : wfo, strategic planning, recruitment, workforce management, wfm, call recording and quality management, performance management, surveying
    
By: Genesys     Published Date: Dec 11, 2013

Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.

Tags : automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco
    
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