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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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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IBM Connections™ Brings Focused Collaboration To Teams Of Any Size

IBM | 2/13/2017 1:17:45 PM

Cut through the clutter and collaborate more effectively.

Most businesses assert that people are their most valuable asset, but are they realizing the full potential of those people to drive innovation and competitive edge? Both teams and organizations are challenged with bringing focused collaboration to everyday work—a challenge that can be met with IBM Connections.

Read this white paper to learn more about:
--Team dynamics
--Connections' unified capabilities and benefits
--What's included in Connections' flexible, affordable bundles
--How our customers use Connections to solve their collaboration challenges

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Why Now Is Time To Move To A Cloud Based Phone System

net2phone | 2/8/2017 1:30:33 PM

It may be that the current contract for your premises-based phone system is up for renewal soon - or that you've simply been hearing great things about VoIP, hosted telephony, and SIP Trunking. Whatever the case, now more than ever, it's worth giving serious consideration to moving your business telecoms system into the future on a platform that's based in the cloud. Here are some reasons why.

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Your Cloud PBX Questions Answered

net2phone | 2/8/2017 1:29:50 PM

The days when a Private Branch Exchange or PBX was exclusively a clunky old box taking up space in a closet on your business premises are long gone. PBX and full-blown telecoms capabilities now exist in the cloud - and in this article, we'll be answering some of the typical questions that business users have about them.

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Hosted PBX Vs.Onsite PBX

net2phone | 2/8/2017 1:28:39 PM

For the organization looking to move away from its existing telephone system, there are many considerations to be made. The decision to move to VoIP is practically a no-brainer. The more difficult choice comes when deciding whether a premise-based solution or a cloud phone system will be best for the business. In this article, we'll examine the key differences between the two.

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Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova | 2/8/2017 1:10:57 PM

Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.

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Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation

Serenova | 2/8/2017 11:56:54 AM

Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.

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The Modern Contact Center: Finding Value in Cloud-First, API-Driven Models

Serenova | 2/8/2017 11:55:28 AM

Many contact center operators find themselves at a crossroads. They must find ways of increasing agility, and running more efficiently and cost effectively. They’ve got to dig themselves out of the past and propel themselves into the future. And this they must do amid a rapidly changing market. As providers consolidate, contact center operators can face uncertainty about ongoing iteration and support for their installed products. Managing a traditional contact center has never been more challenging.

Fortunately, the use of cloud-delivered applications and cloud-resident infrastructure and platforms for core business requirements has continued trending upwards and moving upmarket. Uptake of cloud communications, including contact center functionality, is no exception. In alignment with emerging corporate strategies prioritizing cloud options, organizations of all sizes increasingly are finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software.

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Smart Delta: Secure Over-The-Air (OTA) Tehcnology for Remote Management of IoT Solutions

HARMAN | 2/8/2017 11:31:55 AM

The white paper discusses an Over-The-Air technology (OTA) technology - Smart Delta - that produced a 10-fold reduction in size when updating a software payload to an IoT device within a smart city, smart building, infrastructure, industrial automation, consumer wearable, or a healthcare setting. The paper addresses use of in-house OTA solutions, references security considerations, and outlines industry examples to underscore the remote management considerations in IoT.

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Realize New Services in an Instant with a Distributed NFV Architecture

Ciena | 2/3/2017 1:36:02 PM

Enterprise networks are typically deployed with routers, firewalls, WAN optimizers, security, and other proprietary, dedicated network appliances. A Distributed Network Functions Virtualization Infrastructure (D-NFVI) changes all that by decoupling network functions and allowing them to be placed when and where they are needed. This paper discusses some of the important features of D-NFV that enterprises need to know before getting started with NFV.

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Winning the Expectations Game in Customer Care

Nuance | 1/30/2017 12:59:50 PM

The pressure is on to meet rising consumer demands for easy, effortless and integrated service experiences across an ever-growing number of channels. As a result, the customer care delivery model is about to change dramatically, according to researchers at McKinsey and Company.

Download their latest research report “Winning the Expectations Game in Customer Care” to learn:

• The five trends that will shake up today’s customer care delivery model and change the role of your contact center.
• How automation is rapidly changing the requirements of traditional contact centers.
• Why technologies such as virtual assistants and bots will ultimately serve as gatekeepers to critical channels such as voice, chat and IVRs.
• The top priorities of customer care leaders in 2017 and beyond.

Don’t miss this compelling report on how to best position your organization to maximize customer loyalty and revenue in the next five years.

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A GridGain Systems In-Memory Computing White Paper

GridGain | 1/19/2017 2:19:06 PM

With the cost of system memory dropping 30% every 12 months, in-memory computing has become the first choice for a variety of workloads across all industries. In-memory computing can provide a lower TCO for data processing systems while providing an unparalleled performance advantage.

In-memory computing technologies take many forms, ranging from in-memory data caches on a single server to in-memory databases (IMDBs), in-memory data grids (IMDGs), and comprehensive in-memory computing platforms (IMCPs). High performance in-memory computing technologies can even allow real-time analytics to run on operational datasets, enabling the implementation of hybrid transactional/analytical processing (HTAP) systems that can provide significant cost and complexity savings.

The GridGain in-memory computing platform provides a way to simplify the HTAP architecture for IoT databases and analytics. It addresses the needs of both transactional and analytical processing and also provides persistency and event processing — all in a high-speed, linearly scalable platform. And GridGain is just one core technology with one skill set to learn.

This white paper provides an overview of in-memory computing technology with a focus on in-memory data grids. It discusses the advantages and uses of in-memory data grids and introduces the GridGain In-Memory Data Fabric. Finally, it presents a deep dive on the capabilities of the GridGain solution.

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