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Gartner Emerging Technology Analysis: Software Licensing & Entitlement Management is the Key to Monetizing the Internet of Things
Flexera
4/21/2014 1:22:35 PM
The Key to Monetizing the Internet of Things
Simply selling more device units will not result in the massive spike in profits manufacturers are hoping for as they make a play to compete in the Internet of Things (IoT). This is the conclusion of the new Gartner Emerging Technology Analysis Report, Software Licensing & Entitlement Management is the Key to Monetizing the Internet of Things.

According to the report, manufacturers will have to reinvent their business models to profit from the Internet of Things. In addition to selling more Internet-connected devices, businesses will also have to figure out how to make money from the software they develop that flexibly configures their devices and powers functionality - and they'll also have to leverage software licensing and entitlement management as the mechanism to capture those additional revenues.

More Products, More Services, More Revenue
- Less Costs

Licensing and entitlement management technology serves as the key mechanism that enables manufacturers to protect and monetize the embedded intellectual property running as software on these connected devices or the external software applications associated with them.

Read this report for other key findings and recommendations, including:

- Defining the Internet of Things
- Applying licensing to the Internet of Things
- Licensing and entitlement management-components, models and meters
- Licensing lifecycle management and the relationship of entitlement management to licensing
- Usage-based licensing models
- Technology adoption and impact
- Actions to take now and within the next 12-18 months

Certification - Great Programs Help Your Brand; Bad Ones Can Hurt
JD Power
4/4/2014 9:50:58 AM
Herb Williams-Dalgart, senior director of certification and performance improvement at J.D. Power, spoke with CUSTOMER magazine to help us understand the benefits and challenges organizations might face when pursuing a certification program. For certification programs to be successful they should enable organizations to build and support a culture of excellence, highlight performance efforts, and ensure key standards are consistently met.

In this white paper, Herb outlines the main elements of a great certification program, reasons not to pursue a certification and the pitfalls of being unprepared prior to the process.

HigherGround Can Take Your Contact Center to New Heights
CUSTOMER Magazine
4/3/2014 4:46:08 PM
Technology can be a great help in making a contact center more efficient and effective. With the right tools and the right people, contact centers can focus on providing superior customer service and meeting business goals. HigherGround seeks to enable contact center efficiency with its call recording and advanced dashboard solutions.

In this Strategic Solutions white paper you will learn about HigherGround's call recording solution, Calibre, and the advanced dashboard, Calibre Analytics Dashboard. Both solutions are very user-friendly and easily customizable.

Blue Water Shipping Removes the Barriers to Effective Collaboration with IBM Notes
IBM
4/3/2014 4:09:20 PM
Blue Water Shipping selected IBM Connections software, a social networking platform that enables boundary-free collaboration, integrated with the company's existing IBM Lotus Notes and Domino environment.

Applying Social Business: The Repeatable Patterns that Improve Business Processes and Provide Return
IBM
4/3/2014 4:07:43 PM
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt and harness these marketplace dynamics. Social business can be combined with mobility and cloud to:

Enable organizations to innovate and execute faster
Better understand and serve their customers
Empower a more engaged workforce

Read this white paper for more information about seven examples of repeatable approaches for using social business practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.

Improving Collaboration by Adding Social Capabilities to Email
IBM
4/3/2014 4:04:53 PM
This paper looks at why email remains the primary mode of communication in business today and the fact that more and more organizations are looking at social software and other real-time communication methods to add to the email experience. Analyst firm IDC expects that organizations will use software, such as Notes and Domino 9x Social Edition which seamlessly combines email with social capabilities both on-premises and in the cloud, to complement existing tools and address the business need of getting the right data to/from the right people at the right time for the foreseeable future. Share this paper with your clients.

Champions of Software as a Service: How SaaS is Fueling Powerful Competitive Advantage
IBM
4/3/2014 3:59:30 PM
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing. What's driving that demand? An IBM Center for Applied Insights study - based on input from more than 800 IT and business decision makers worldwide - offers some surprising answers.

As expected, reducing the total cost of ownership (TCO) of their applications is the top reason companies try SaaS. However, top performers are gaining something even more critical: competitive advantage. Leading companies are leveraging SaaS in powerful and even transformative ways.

Under Cloud Cover: How Leaders are Accelerating Competitive Differentiation
IBM
4/3/2014 3:57:49 PM
More and more business leaders are recognizing the profound implications of how implementing Cloud computing can help their organizations make money, differentiate and compete. According to a study sponsored by The IBM Center for Applied Insights, in collaboration with Oxford Economics, 802 Cloud decision makers and users surveyed believe that the top three most valuable capabilities in their "cloud of the future" would be:

-Product/service building blocks: Easy-to-assemble industry or business service components they can use to construct new products or services.
-(Even bigger) big data: Access to and management of vast data stores they can't get to now.
-Industry-specific platforms: Cloud platforms with applications and computing environments designed specifically for their industry.

Read this Study for more insights from Cloud computing decision makers and users involved in the survey.

Big Data Reveals: Top 5 Factors Driving Customer Satisfaction
Evolv
3/28/2014 9:43:34 AM
Most executives consider customer satisfaction a critical metric, but often lack the visibility into the factors that are truly driving an outstanding experience with their brand. Each year millions of workers responsible for critical customer experiences are selected, trained, advanced, and replaced.

Uncovering the true factors that impact customer satisfaction and loyalty isn't just about hiring or training. New big data research has uncovered surprising new insights into the real drivers of customer satisfaction. And much like customer behavior, what truly drives customer experience and CSAT may not be the factors that you think.

Download the report now to see the five factors that truly matter.

The Bad and the Ugly of Out-House Agents
CGS
3/24/2014 10:41:03 AM
Who Answers When Customers Call Your Contact Center?

For basic customer service requirements, the at home agent model can sometimes be appropriate and very successful. But it is not a one size fits all solution - and this is especially true when you factor in privacy and compliance concerns when agents handle sensitive customer information or when the nature of the call is technical or specialized.

The objectives of this whitepaper are to shed light on the true history of the "out-house model." We will discuss the differences between in-house and out-house agents, and the pros and cons of each model.

You will learn:
- The history of the out-house approach
- If the at-home customer support model is right for your business
- Details on the good, bad and ugly results of leveraging out-house agents
- What questions to ask a provider about the out-house model

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