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Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers
Knoahsoft
7/22/2014 12:14:26 PM
Consumers want what they want, and they want it now. How are you keeping up with that kind of demand? Why will your customers choose you over someone else?

If you believe you are customer-driven, and you act like you're customer-driven, then you're off to a good start. And, with the right solutions in place to help you deliver the best customer experience possible, you have a good chance of remaining relevant and top of mind with your clients. So how can you get there? In this paper, you'll learn the top five acronyms, phrases and concepts you need to understand as you plan your technology evolution to get with the (customer experience) program sooner rather than later.

Real-Time Speech Analytics Improves the Customer Experience
Knoahsoft
7/22/2014 12:03:04 PM
Are you feeling the pressure from customers to up the ante on your service or experience?

Do you spend too much time resolving customer issues past the initial contact?

Would your business change if you could identify at-risk customers in real time?

In this white paper, you will learn how using real-time speech analytics can alter call outcomes by enabling you to take action when it is needed most - in the moment. Identify issues in real time, and respond to them immediately. Increase customer satisfaction and improve agent effectiveness while reducing operating expenses.

Analytics Energizes the QA Process
Knoahsoft
7/22/2014 11:57:18 AM
Are your agents spending endless hours listening to every recorded call?

Do your supervisors spend enough time with your customers and agents?

When did you last consider your agent evaluation tool's effectiveness?

Identify how you can save time and improve performance through Analytics-enabled QA. Consider the effectiveness of your agent evaluation tools with the tips provided. Learn how to gain approval from your senior management and map out your top 5 benefits speech analytics will provide from our list of common contributions.

In this whitepaper you'll learn how Analytics-Enabled QA is the future of quality assurance and how these new applications use an approach that offers a positive impact on agent performance, the customer experience and your bottom line.

Enterprise Goals with Balanced Score Cards
Knoahsoft
7/22/2014 11:55:01 AM
Many contact centers invest a great deal of time and effort in providing agents with timely feedback about standard KPIs but don't link that performance to the impact on the overall customer experience.

Download this white paper to learn how to use balanced scorecards to shift from measuring individual metrics to evaluating how well each agent is helping the enterprise and contact center achieve their goals. This paper includes nine key steps for building a balanced scorecard, successfully rolling it out to the contact center, and using scorecard data to identify areas of improvement.

Secure Mobile Devices, Apps, and Content with Cloud-Based Management Solutions
SAP
7/21/2014 3:30:25 PM
Manage enterprise mobility and cost effectively with cloud-based solutions from the SAP® Mobile Secure portfolio. Solutions include the SAP Afaria® mobile device management solution, the SAP Mobile App Protection solution by Mocana for Mobile App security, and the SAP Mobile Documents solution for secure mobile content. This comprehensive offering gives you the power to manage your mobile workforce without the complexity and expense of an on-premise installation.

Building The Foundation For Customer Insight: Hadoop Infrastructure Architecture
Internap
7/16/2014 4:44:06 PM
The proliferation of customer-facing data-intensive systems in almost every modern enterprise has catalyzed the rapid deployment of big data environments, commonly with Hadoop as the underlying processing environment. Unfortunately, many IT professionals have had little guidance in understanding how to configure and manage the underlying infrastructure to support Hadoop and its ecosystem of tools and applications.

This complimentary report from Forrester Reseach, Inc. helps IT professionals understand the basics of Hadoop infrastructure and includes guidelines for system configuration, rough data sizing, and suggestions on how to plan for the inevitable growth of the Hadoop big data environment.

Download this report to learn the three primary components of a Hadoop environment, how to architect the right infrastructure for Hadoop and how Hadoop will become a critical part of core enterprise business.

Cloud Spectator Report: Benchmarking a NoSQL Database on Bare-Metal and Virtualized Public Cloud
Internap
7/16/2014 4:41:20 PM
Many organizations using NoSQL databases for the real-time collection and analysis of massive amounts of data have opted to host their environments in public clouds. However, the hypervisor layer and resource-contention from "noisy neighbors" in a virtualized public cloud environment can severely affect performance.

Cloud Spectator's latest report demonstrates substantial performance and price advantages for "fast big data" workloads when running Aerospike's NoSQL database on Internap's bare-metal servers compared to popular, high-performance virtual public cloud configurations for Amazon Web Services (AWS) Elastic Compute Cloud (EC2) and Rackspace Performance Cloud Servers.

Download this report to see the detailed comparison of throughput speed, latency and price for three different types of workloads on Internap's bare-metal servers and AWS EC2 I2 class and Rackspace Performance Cloud Servers virtual instances.

6 Critical Criteria for Selecting the Right Service Provider
Riverbed
7/14/2014 11:40:56 AM
When it comes to replacing your existing PBX system with a UC solution, challenges include:

- Changing users' behavior to align with new workflows, capabilities, and standards
- Understanding and gaining visibility into current system usage
- Accommodating various technical and business requirements for all users and customers across all departments and lines of business

Enterprises need a trusted service provider that partners with their organization throughout the entire UC lifecycle - from defining business requirements to solution design and deployment to ongoing enablement and day-to-day management. This paper will outline six critical criteria that every enterprise should evaluate when choosing a UC service provider.

End-to-End Service Management for Unified Communications
Riverbed
7/14/2014 11:12:43 AM
As part of Riverbed Performance Management solutions, Riverbed OPNET Unified Communications Xpert allows continuous monitoring of voice and video quality so you can catch and fix problems before they become an issue.

ZK Research - Lifecycle Management is the Key to Successful Unified Communications
Riverbed
7/14/2014 11:12:43 AM
To maximize the value of UC deployment and enjoy a rapid ROI, it's critical organizations also invest wisely in UC management. A robust UC management platform that addresses the needs of the UC lifecycle can speed up initial deployments but also give IT the tools it needs to predictively and proactively manage the environment.

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