‹/› Whitepaper Library

DevsWorld offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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What Small Businesses Really Want from their Unified Communications System

Digium | 5/6/2019 12:02:15 PM

Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.

Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller businesses. Through the process of educating and supporting businesses as they navigate the purchase or replacement of their business phone system, Sangoma learns a lot about each individual business.

The small business customers that Sangoma works with generally fall into four broad categories, each choosing UC to satisfy one primary and overwhelming business need.

Businesses in each of the four categories has the potential to reap unique benefits from adopting UC to replace their business phone system and consolidate their business technology.

In this short guide, you will learn:

* What a Unified Communications (UC) system is and what it entails.
* The four broad categories small-to-medium businesses fall into when shopping for a new phone system.
* How UC uniquely satisfies the needs and exceeds the expectations of businesses in each of these four categories.

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NICE WFM 7.0: Understanding the Business Value and ROI

NICE | 4/15/2019 3:07:18 PM

More than one-third of contact centers struggle with unpredictable customer traffic, resulting in overstaffing or understaffing.

Overstaffing is the simplest way to waste money, and understaffing leads directly to unhappy customers. To avoid either extreme, you need the right employees in the right place at the right time.

To tackle the issue of unpredictable customer traffic, forecasting tools must be able to handle incredibly complex demands and weigh and incorporate a range of source, input, historic and real-time data.

Download this whitepaper and discover why forecasting is the foundation of efficiency.

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Forecasting with Artificial Intelligence

NICE | 4/15/2019 3:04:31 PM

We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.

These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments that are enabling increasingly accurate projections.

The most robust contact centre forecasting tools have far-reaching impact. Advanced statistical methods can help users realise consistent customer service, improve retention and lower costs across the board through market-leading capabilities. Although the concept is simple, the execution is anything but.

Download this whitepaper to uncover the full discussion surrounding the new Forecasting with Artificial Intelligence solution within WFM 7.

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Artificial Intelligence in Workforce Management Systems

NICE | 4/15/2019 3:02:21 PM

Determining optimal schedules and efficiency gains when using multi-skilled employees is highly dependent on a significant challenge in today’s omnichannel work centres: the ability to accurately estimate when and to what extent an employee needs to be shared across multiple work streams.

Accurate schedule generation is a challenge given today’s creative scheduling concepts, and it’s further complicated by the need to accurately split an employee’s productive time across two or more work queues.

Without a reliable understanding of the time an employee will contribute to each work area, the use of multi-skilled employees can lead to poor decisions… and poor customer service.

Download this whitepaper and discover how an AI and ML driven solution can reduce pain points associated with WFM.

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AWS Cloud Adoption, Visibility & Management

Kentik | 2/4/2019 11:37:46 AM

Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.

Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common).
• Biggest cloud challenge: Cost management.
• Users have at least 2 tools to try to gain cloud visibility.
• A big gap exists in using AWS VPC Flow Logs for cloud visibility.

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451 Research: 2019 Trends in Cloud Transformation

Kentik | 1/18/2019 3:04:30 PM

In a new report, 451 Research analysts dig into seven trends happening amidst the move to the cloud, as well as the recommendations and clear winners and losers for each of the trends. Sponsored by Kentik, this is a must read for cloud users and service providers.

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Five Cloud Deployment Mistakes that Will Cost You

Kentik | 1/18/2019 3:01:20 PM

We hear about the many benefits of cloud-deployed applications including “faster,” “lower cost,” “improved ROI” and more. But when it comes to networking, it’s not that simple. Without visibility into how cloud resources are utilized, it’s easy to make costly mistakes.

Download Kentik's white paper, to learn about the five network-related cloud deployment mistakes which negate the cloud benefits and the solutions to avoid these pitfalls.

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A Fortune 100 Cable TV and Telecom Provider Enhances Customer Experience with a Customer 360 View, Using StreamAnalytix

StreamAnalytix | 12/18/2018 10:53:21 AM

This US-based cable TV service provider was facing customer retention and customer acquisition challenges and was looking to develop enhanced capabilities to offer personalized customer service and offers on-the-go.

StreamAnalytix platform provided a real-time customer 360 view, enabling micro segmentation and targeting, dynamic campaigns, and proactive customer service across touch points, leading to:

• Micro customer segmentation for relevant offers and personalized experience
• Tracking of service usage and engagement levels
• Actionable insights from contact centre monitoring in real-time
• Real-time visualization and detection of service errors

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The Internet of Things Opens Utilities to New Business Models

Sierra Wireless | 12/13/2018 3:10:01 PM

Today, utility companies are faced with challenges on every front; consumers, regulatory agencies, competition, profit erosion and aging infrastructures. To maintain greater speed and agility in market, utility companies must adapt faster to change, get closer to customers, increase focus on value-added services, and collaborate more dynamically with a wider range of potential partners.

The Internet of Things (IoT) enables companies to embark on new business models to meet these increasing demands—at a much faster rate and with relatively minor investments, as compared to traditional infrastructure investment costs and timelines.

Download this white paper to learn:

•The transformation and changing needs of utilities
•How IoT can support business models for change
•Top 5 essential steps for getting started with IoT

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SCADA Systems and LTE: Top 10 Considerations for Connectivity

Sierra Wireless | 12/13/2018 3:07:13 PM

SCADA applications require equipment that can operate in remote and dispersed locations, where limited power supply and environmental conditions can impact connectivity.

The equipment solutions used in harsh conditions need to withstand extreme temperatures and operate without interruption for years at a time.

Solutions such as gateways should be optimized for performance in rugged conditions with low power consumption, that can run on locally installed solar panels.

Download this white paper to learn:

•Key environmental challenges of SCADA applications
•Considerations for industrial-grade equipment solutions
•Top 10 things to evaluate, when connecting to data acquisition systems

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The Bottom Line of Better Call Experiences

Neustar | 12/12/2018 12:14:34 PM

In our increasingly digital world, phone calls provide rare moments of human connection with customers. But the scourge of robocalls and call fraud has compromised this key communication channel. Neustar's Branded Contact Management solutions help improve outbound call engagement and bottom line results.

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Customer Engagement and the Call Experience

Neustar | 12/12/2018 12:11:12 PM

The rise in robocalling and call fraud has impacted consumers, businesses and customer engagement. Forrester’s Kate Leggett was a recent guest speaker in our webinar and we sat down with her to answer questions on the importance of delivering great experiences to your customers over the voice channel.

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Gartner Report: How to Select Live Chat Applications for Customer Engagement

Nuance | 10/2/2018 3:15:36 PM

Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales.

The truth is, with the right app, there’s so much more you could be getting from your live chat investments beyond lowering service costs.

Read “How to Select Live Chat Applications for Customer Engagement” to discover the six steps Gartner recommends for selecting a live chat app, and learn why we believe it’s so important to:

• Understand the many use cases for live chat in your organization—and why you need both reactive and proactive chat
• Identify all the customer engagement and knowledge management systems live chat should integrate with
• Integrate live chat with other engagement channels, including virtual assistants and messaging, to see even bigger benefits
• Make live chat an integral part of your long-term customer engagement strategy

FREE PDF DOWNLOAD

The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat

Nuance | 10/2/2018 2:58:57 PM

Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.

On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact center. But, the best experiences—the most satisfying, personalized and efficient ones—are delivered through a combination of self-service and human-assistance.

Download this guide to learn why forward-thinking organizations are increasingly opting for an integrated strategy, where live chat and virtual assistants work together seamlessly, and the results they’re achieving:

• A global airline achieved an 80% first contact resolution rate
• A major cruise line realized a $16M increase in revenue
• A global shipping and delivery company handled 50% of inquiries without human intervention

If you’re considering adopting live chat or a virtual assistant, read these case studies to see the benefits you could reap—and why the technologies work better together.

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Forrester Report: The Top 10 Chatbots for Enterprise Customer Service

Nuance | 10/2/2018 2:56:58 PM

Customers love to self-serve—in fact, 44 percent of US consumers prefer interacting with chatbots over humans for customer service. As enterprises, governments and other organizations look to add chatbots and virtual assistants, vendors have been scrambling to meet demand—yet most don’t seem to meet expectations for brands or users.

Download Forrester’s new research report “The Top 10 Chatbots For Enterprise Customer Service” to see which ones are truly capable of providing the firepower needed for a genuine enterprise deployment.

You’ll learn:
• What’s driving the intense demand for enterprise-grade chatbots for customer service
• The methodology behind Forrester’s assessment, and the critical evaluation criteria to consider
• Why Forrester named Nuance’s intelligent virtual assistant the top solution

This report is a must-read if you’re serious about delivering the kind of virtual assistant experience that wows customers—boosting your brand reputation and bottom line in the process.

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