White Papers: VoIP, Call Center, CRM



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This free service is provided to help you with the tasks of research and analysis in hopes of increasing your productivity. Using more simplified search criteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.

White Papers

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7 Secrets of Voice of the Customer Success
2/17/2015 10:17:07 AM
Voice of the Customer (VoC) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change.

The problem is that it’s very easy to get VoC wrong. Programs rushed out for the wrong reasons, or created within the vacuum of a single department will never fulfill the destiny intended. Neither will programs that lack sufficient budget and which might deliver insight but not the financial clout to take necessary action.

By letting you in on these 7 secrets, this white paper will help identify the right model for your business and guide you to a successful VoC program:

• Build executive support
• Strategize and plan
• Get organized
• Lose the silos
• Communicate
• Add Voice of the Employee
• Act fast and innovate.

Create Mobile Moments with Messaging
2/12/2015 3:32:52 PM
This Forrester Research report describes how mobile has emerged as the primary digital touch point for many consumer-facing companies, and how mobile messaging is the most effective tool in initiating mobile moments to drive consumer engagement and financial results.

Colocation: The Essential Buyer’s Guide
2/12/2015 12:49:40 PM
Colocation can offer many cost-efficient benefits, including scalability, improved business continuity, security and compliance. This colocation buyer’s guide includes a checklist of important questions to ask before choosing a provider, along with buying criteria to help you make the best decision for your infrastructure needs.

Reduce the risk of exchanging ridiculously large files with OpenText™ Secure MFT
2/4/2015 1:37:34 PM
As file sizes increase, so do the challenges of exchanging them quickly and securely. Large file exchanges that can’t be done with email cause employees to use unsecure alternatives (FTP, free cloud-based tools, USB/physical devices) that put your enterprise content at risk of a content breach:

OpenText Secure MFT is an enterprise-grade managed file transfer solution for accelerating the exchange of large files inside and outside of your organization when you need to. Eliminate the risk often associates with large file exchange alternatives with a single enterprise solution that transfers the largest files safely, and securely.

Armed with ultra-fast file transfer performance across all network conditions, and secure and auditable transactions, OpenText Secure MFT can help your business increase productivity, increase security, and minimize risk to your confidential information. Learn how by downloading the solution brief, "OpenText Secure MFT: Reduce the risk of exchanging large files."

Understanding And Mitigating DNS DDoS Attacks
1/22/2015 5:49:44 PM
A DDoS Attack or distributed denial of service attack can happen to any online entity, at any time. By overwhelming your DNS infrastructure, malicious attackers can impair your website, tarnish your company’s reputation, and impact your bottom line. So what are your company’s risks and how can you mitigate them? Read this whitepaper and learn:

• How DDoS preparedness can protect your revenue and retain your customers
• How to identify a DDoS attack
• What monitoring tools are available to help you mitigate your company’s risks

Deliver Superior User Experiences With A Cloud-Based DNS Service
1/22/2015 5:48:22 PM
Every user’s first interaction with your website begins with a series of DNS queries. Poor DNS performance can lead to slow page loads, dissatisfied customers, and lost business. However, you can improve results, contain costs, and make better use of valuable IT personnel by leveraging a cloud-based DNS service. Read this Ebook and Learn:

• The critical role DNS plays in the user experience
• The hidden costs, risks, and challenges of managing your own DNS infrastructure
• The performance, reliability, and security advantages of a cloud-based DNS service

Evaluating The Cost of A DDoS Attack
1/22/2015 5:45:30 PM
DDoS attacks are on the rise. Growing in both frequency and sophistication, these distributed denial of service attacks compromise your website’s availability, your brand’s reputation and worse yet, your revenue. The average DDoS outage costs upwards of $882,000 in lost revenue and resources and the downtime can last from several minutes to several hours.

Take a few minutes to read this whitepaper, evaluate the potential risk and the potential cost a DDoS attack will have on your business and gain key tips on how to mitigate both.

Five Ways to Reduce Network Latency
1/22/2015 5:44:28 PM
Whether your business is establishing brand awareness, driving online sales or executing a digital advertising strategy the fact of the matter is, your website performance matters. In fact, a 1 second delay in page load time results in a 7% loss in conversion, 11% fewer page views and a 16% decrease in customer satisfaction. To maintain uptime and reduce latency, look to your DNS network to establish efficiencies.

Read this whitepaper and learn how the following features benefit your bottom line:

• How to optimize the right equipment
• The importance of active monitoring,
• How to implement advanced features.

The Master List of DNS Terminology
1/22/2015 5:42:11 PM
DNS is fundamental to everything that happens on the Internet. From visiting a website. opening a file or sending an email, DNS is the cornerstone to how your customers engage with your online presence. Whether you are a seasoned expert or just beginning to look into how DNS can improve the performance of your businesses’ services, let this quick guide to DNS terminology be your comprehensive one-stop shop.

By understanding DNS you will explore:

• How to increase web performance
• How to reduce latency
• Retain your loyal customers with a consistent end-user experience.

Five Ways To Prepare Your Infrastructure For Disaster
1/22/2015 5:40:36 PM
Fewer than 1 in 6 small business have a disaster contingency plan and yet 57% of desktop users will abandon a site after waiting just 3 seconds for a webpage to load. When it comes to your business, it’s essential to bulletproof your infrastructure, ensure uptime and keep your customers from going to the competition. Read this whitepaper and learn the 5 ways to keeping your network up and your customers happy.

Tips include:

• How prepared your data center is with our Data Center Evaluation Checklist
• How failover and load balancing maintains up-time
• Why a short TTL and active monitoring will reduce latency

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