Whitepaper Library

NFVZone 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.

If you are interested in contributing your White Paper into the NFVZone White Paper Library, please contact us.

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Guide: Four Strategies to Modernize Outbound Customer Engagement

Nuance | 4/17/2017 1:38:01 PM

Customer outreach strategies that rely on predictive dialers and impersonal one-way message blasts for appointment and billing reminders, service notifications, fraud alerts and account or order updates, are increasingly ineffective at reaching and engaging today's digital consumer.

Get the guide "Dialers don't do digital: Four strategies to modernize outbound customer engagement" to learn how organizations like yours are replacing dialers or augmenting them with intelligent, multi-channel digital outreach via email, text, interactive voice and in-app messages to:

• Deliver the right message, via the right channel, at the right time to improve customer engagement and satisfaction.
• Lower overall cost of contact—dialers cost $4-$7 per contact whereas modern proactive engagement solutions cost pennies.
• Gain immediate improvements in key metrics including reduced inbound call volume, improved agent efficiency and increased revenue.

Get the guide today.

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The Zadara Storage Cloud - A Validation of its Use Cases and Economic Benefits

Zadara Storage | 4/7/2017 10:25:16 AM

Traditional CapEx storage infrastructure is no longer cost-effective and cannot keep up with your needs. This report by the Evaluator Group answers why and how the market is changing, where Zadara stands and how Zadara is effecting change in the market. Lastly, it defines “storage immortality” and how that results in a high-performing, cost-effective storage solution.

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Solving Enterprise IT Challenges with Storage-as-a-Service

Zadara Storage | 4/7/2017 10:23:38 AM

Software-Defined Storage architectures and as-a-service models are enabling organizations to take advantage of pay-as-you-go, flexible storage to meet changing business and application needs without compromising performance or security at lower costs. This eBook covers these topics including the storage-as-a-service model, storage challenges, on-premises versus traditional lease comparison, multi-tenancy, data protection and more.

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The Zadara Storage Cloud

Zadara Storage | 4/7/2017 10:22:18 AM

Recently, the IT industry has capitalized on two key innovations: cloud-based solutions and as-a-service solutions. This white paper goes into the technical details of how Zadara Storage provides both in their pure OpEx enterprise-grade storage solution in two delivery models: On-Premises and in the Cloud.

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Zadara Storage for Managed Service Providers

Zadara Storage | 4/7/2017 10:20:46 AM

This white paper shows the depth of Zadara Storage services and how they are deployed, managed, and monitored to create the best storage environment for each use case. This includes Zadara services, onboarding, training, tuning, support, servers/switches/disks, upgrades, chargeback/billing and more.

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Netrepid Case Study - Netrepid eliminates CapEx agility challenges, while reducing cost and improving peformance

Zadara Storage | 4/7/2017 10:18:34 AM

IT Service Provider, Netrepid, improved their performance by 80% by replacing their existing Dell infrastructure with VPSA Storage Arrays - on-premises, in their own data center. In addition to improving performance via resource isolation, Netrepid significantly reduced their storage costs and enhanced security.

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People Power: CGS Ensures Customer Support Agents Are Successfully Prepared

CUSTOMER Magazine | 3/31/2017 2:39:07 PM

It’s critically important for a contact center to recruit and hire the right people, provide them with the training required to do their jobs well, engage them in their tasks, staff them in the correct numbers, and support and encourage them along the way. CGS takes special care in addressing all of the above so the organizations that rely on it for contact center business process outsourcing can deliver the best possible customer experience.

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People Power: CGS Ensures Customer Support Agents Are Successfully Prepared

CUSTOMER Magazine | 3/13/2017 2:41:34 PM

Customer service means different things to different people. But, in the end, it’s about people – the people who are our customers, and the people we employ to serve them. Regardless of how we define service, it’s critically important for a contact center to recruit, hire, and train the right people, provide them with the training required to do their jobs well, engage them in their tasks, staff them in the correct numbers, and support and encourage them along the way.

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Communications Service Providers: Complying With International Law Enforcement Mandates – or Not?

Subsentio | 3/10/2017 12:18:23 PM

Recent US Executive Branch allegations of “wire-tapping” have generated controversy and confusion in the marketplace, not least among those charged with assisting law enforcement: communication service providers (CSPs).

In the U.S. alone, CSP compliance with legal mandates is mandatory and complicated, spanning an array of laws designed to protect public safety and customer privacy. When CSPs expand their networks internationally, this complexity rises geometrically: A CSP must support legal compliance rules in each nation where it does business.

In this unique white paper, Subsentio provides clarity on the rules and requirements of compliance with legal mandates for lawful intercept and customer records in the US and abroad.

What you will learn:

• Which CSPs these laws apply to in the US, and which are exempt.
• How legal compliance laws vary by nation – Some require legal compliance by providers of email, SMS and social media services.
• New data retention laws. Many nations now require service providers to retain customer records for months or years to assist in future investigations.
• How virtualization is changing not just network management but lawful intercept.
• New ways to save time and money on legal compliance.

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A GridGain Systems In-Memory Computing White Paper

GridGain | 3/10/2017 12:09:38 PM

MySQL® is a widely used, open source relational database management system (RDBMS) which is an excellent solution for many applications, including web-scale applications. However, its architecture has limitations when it comes to big data analytics.

As data volumes continue to increase exponentially, businesses continue to demand accurate real-time data analysis. That is extremely difficult to achieve with MySQL alone. Many MySQL users have leveraged additional open source and commercial solutions to enhance MySQL’s capabilities and add in-memory computing functionality.
However, these point solutions lack the full functionality of an in-memory computing platform like Apache® Ignite™.

This white paper will help you understand how Apache Ignite differs from these point solutions. You'll learn how incorporating Apache Ignite into your architecture can empower dramatically faster analytics and transactions when augmenting your current MySQL infrastructure.

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How Social Media Ensures Effortless and Engaging Customer Experiences

Frost & Sullivan | 2/28/2017 10:34:11 AM

Whether voicing issues or praising a brand, customers want experiences that are effortless and engaging. For organizations, in this age of striving for omnichannel customer service delivery, the primary goal is a smooth and seamless customer journey. Lowering customer effort and ensuring the seamless customer journey means having the right tools for the customer service agent. Agents need context and history, across channels, particularly when it involves social media.

In this article you will discover:

- Best practices for ensuring effortless customer engagement
- The business value of social customer service
- The right technologies to achieve exceptional customer service

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5 IVR Innovations You Can’t Afford to Ignore – IVR in An Omni-channel World Guide

Nuance | 2/21/2017 2:13:17 PM

The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As a result, callers are left frustrated—at their critical time of need—when they could be delighted instead.

Download the "IVR in an Omni-channel World" guide to learn more about IVR innovations such as:

• Visual IVR – deliver helpful content to a caller’s mobile device to assist them further during an IVR interaction.
• IVR-to-Digital – enable callers to move from the IVR to digital channels such as SMS chat.
• Automation Assist – empower live agents to silently assist during automated exchanges if needed.
• Voice Biometrics – replace frustrating, time-consuming verification processes by letting customers authenticate with their voice.
• Outbound Reminders and Alerts – notify customers about critical information ahead of time to deflect inbound calls.

If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.

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Introducing the GridGain In-Memory Data Fabric

GridGain | 2/16/2017 1:27:29 PM

This white paper discusses how the GridGain In-Memory Data Fabric easily powers both existing and new IOT applications in a distributed, massively parallel architecture on affordable, industry-standard hardware.

Gartner expects the Internet of Things (IoT) to have over 20 billion connected things by 2020. This many connected devices transmitting information will require an enormous amount of processing to derive value from this data. To cope with this rapid growth of the Internet of Things, successful IoT database platforms will need a data architecture which leverages in-memory computing. These architectures will address the significant challenges in terms of speed, scalability, variable workloads, and other issues created by IoT applications.

GridGain is an in-memory computing platform that delivers unprecedented speed and unlimited scale to modern data processing. Built on the Apache® Ignite™ open source project, GridGain enables high-performance transactions, real-time streaming, and fast analytics in a single, comprehensive data access and processing layer.

Unlike in-memory databases, GridGain works on top of existing databases and requires no rip-and-replace or any changes to an existing RDBMS. And, it can run on premise, in a hybrid environment, or on a cloud platform such as AWS, Microsoft Azure or Google Cloud Platform.

Read “Introducing the GridGain In-Memory Data Fabric” to learn how the features of GridGain can power your IoT applications.

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Myths, Exaggerations And Uncomfortable Truths

IBM | 2/13/2017 1:20:16 PM

Over the past few years, numerous reports have been published predicting how Millennials (those aged 21–34) would revolutionize the workplace. All have one common feature: they assume that Millennials are somehow different from their predecessors.

Read this research report to:
• Debunk five common myths about Millennials
• Uncover three “uncomfortable truths” that apply to employees of all ages
• Take with you five practical recommendations for helping a multigenerational workforce thrive in today’s volatile work environment

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The Future Of Work On Digitally Proficient Teams

IBM | 2/13/2017 1:19:05 PM

Everywhere we look, the tools and culture of work are changing. Everything is becoming computerized or digital. Everything is available online, accessible all day, every day, from almost anywhere, thanks to mobile devices likes phones, tablets and wearables. This “digital transformation” has changed our personal lives in areas such as online shopping, banking, and trip planning. Now that same digital transformation is reshaping our
work lives as well.

This report looks at the new era of work and highlights key areas where people should become proficient in
order to help teams work together effectively.

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