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White Paper Published 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.
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interactive intelligence, contact center, customer service, customer experience, cost
    
Interactive Intelligence
White Paper Published 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.
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interactive intelligence, business process automation, multichannel technology, customer experience, contact center
    
Interactive Intelligence
White Paper Published 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.
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contact center, contact center strategy, customer experience, optimization, strategic planning
    
Interactive Intelligence
White Paper Published 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.
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cloud, communication, customer services, process visibility, mobile workforce management
    
ClickSoftware
White Paper Published 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.
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cloud, communication, customer services, process visibility, mobile workforce management
    
ClickSoftware
White Paper Published 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.
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lifesize, video conferencing, conferencing, high-quality video conferencing, telecommunications
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014
Video Conferencing Use Cases
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lifesize, video conferencing, video, use cases, video conferencing solution
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014
Making Video Communications as Easy as a Phone Call. That’s Smart Video
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lifesize, video communications, video conferencing, smartphones, smart video
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014
LifeSize Evaluates Room-Based Video Conferencing Systems
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lifesize, video conferencing, telecommunications, logistic planning, communication
    
LifeSize, a division of Logitech
White Paper Published 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.
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lifesize, video conferencing, communication, hd video functionality, telecom
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Feb 20, 2014
7 Cool Uses for Video Streaming and Recording
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lifesize, video streaming, video conferencing, hd streaming, audio call
    
LifeSize, a division of Logitech
White Paper Published By: join.me     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.
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live chat report, social media, purchasing behavior, logmein, internet shoppers
    
join.me
White Paper Published By: join.me     Published Date: Jan 29, 2014
eMarketer reports on multichannel customer services and provides best practices for building retail loyalty
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multichannel customer services, best practices, customer, customer service, retail
    
join.me
White Paper Published 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.
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network performance, congestion, outages, downtime, hosting
    
Noction
White Paper Published 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.
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wfo, strategic planning, recruitment, workforce management, wfm
    
Genesys
White Paper Published 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.
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automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center
    
Genesys
White Paper Published By: IBM     Published Date: Oct 24, 2013
This analyst report provides guidelines for how to plan an effective Enterprise Asset Management strategy, including maturity levels, processes, and technologies in context of IT Asset Management advances.
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enterprise asset management, maturity levels, processes, it asset management, asset management
    
IBM
White Paper Published By: Plantronics     Published Date: Oct 18, 2013
Wireless technology surrounds us — in the workplace, at home, and many places in between. Mobile phones, WiFi networks, wireless computer accessories, and cordless phones all use radio transmissions for wireless communication. Even devices not used for communication, such as microwave ovens and lighting systems, emit radio frequency energy that can impact wireless devices. In this crowded radio environment, two technologies have emerged as the standard for wireless voice communication in UC and enterprise applications.
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plantronics, audio device technology, wireless technology, digital telecommunications, wireless headset success
    
Plantronics
White Paper Published By: Plantronics     Published Date: Oct 18, 2013
Trends in the modern work provide organisations the opportunity to rationalise their real estate and optimise their work space for Smarter Working. Plantronics and our partners provide a comprehensive set of tools to help organisation transform their workspace. Plantronics Audio devices and software are essential tools in the new Simply Smarter Office.
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plantronics, communications experience, smarter working, working off-site, productive virtual collaboration
    
Plantronics
White Paper Published By: Plantronics     Published Date: Oct 18, 2013
Voice is at the heart of enterprise collaboration. Plantronics provides a comprehensive portfolio of audio devices for the mobile professional delivering superb call clarity working anywhere. Advanced Smart Sensor Technology and Software deliver a superior user experience. InstantMeeting software allows for easy, one-touch joining of audio conference calls
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plantronics, effectively collaborating, virtual collaboration, mobile working, accurate presence status
    
Plantronics
White Paper Published By: Plantronics     Published Date: Oct 18, 2013
In the business world, the convergence of voice and data – as well as video and mobility – has evolved into unified communications, an enabler that is difficult to pigeonhole. Encompassing voice, data, video, mobility, and more, it can be located on site or it can be delivered/hosted from the “cloud”. Most important, UC ensures that information is available and people are reachable anytime, anywhere on almost any device of their choosing.
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plantronics, uc solutions, end-users, communication integration, communication tools
    
Plantronics
White Paper Published By: Plantronics     Published Date: Oct 18, 2013
Maximize the effectiveness of collaboration. As teams become ever more dispersed, organisations need to think about more than technology to ensure collaboration is successful. With employees now separated much more by time and distance, a range of communication tools are being used by enterprises to keep everyone connected.
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plantronics, communications experience, smarter working, working off-site, productive virtual collaboration
    
Plantronics
White Paper Published By: IBM     Published Date: Oct 10, 2013
To better understand the value that firms are deriving from Unified Communications (UC), the status of its adoption, and the barriers to full implementation, IBM engaged Forrester Consulting to survey network and telecom buyers and reflect upon existing research. Data from this survey, combined with existing research and insights, yields a picture of UC deployment and decision-making in enterprises.
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mobility, business outcomes, unified communications, business communications, ibm
    
IBM
White Paper Published By: IBM     Published Date: Oct 10, 2013
The ubiquity of mobile devices is transforming the ways that business gets done in today’s world. IBM has the services that can help go beyond supporting devices to achieve a flexible, powerful mobile enterprise.
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mobile, mobile enterprise, mobile environment, security, mobile security
    
IBM
White Paper Published By: IBM     Published Date: Oct 10, 2013
Mobile devices, including smartphones and tablets, enable increasing numbers of employees to work "anywhere, anytime."The security of enterprise data is a key concern, particularly on mobile devices that are easily lost or stolen. The security risk is further heightened by the proliferation of employee-owned mobile devices in many enterprises. Employees will almost always take the path of least resistance in leveraging mobile devices for business purposes, which may lead to unsafe computing practices. A clearly documented and enforceable mobile security policy is critical to reducing the risk of data loss.
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mobile, mobile enterprise, mobile environment, security, mobile security
    
IBM
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