White Papers

Browse this free online library for the latest technical white papers, webcasts, and product information to help you make intelligent IT product purchasing decisions.

Five Agile Data Imperatives for Healthcare Payer CIOs [Infographic]

Healthcare reform is transforming the US medical insurance sector. This dynamic and competitive market boasts several new opportunities for growth. This infographic shows you five ways that investing in technology can boost your organization's agility. Read More

Edge Consolidation Delivers Peace of Mind for IT

  • Source: CIO
  • Written By:
  • Published:
To increase agility while lowering costs, information technology (IT) organizations are using virtualization and cloud-based infrastructure services to consolidate and reduce the number of physical servers and data centers across the enterprise. As organizations consolidate data backup and disaster recovery operations, wide-area network (WAN) optimization plays a key role in mitigating risk without sacrificing performance. Find out how to balance data protection and application performance, and improve disaster recovery—all without compromise. Read More

Powering the Hybrid Enterprise

  • Source: CIO
  • Written By:
  • Published:
Enterprises today need flexibility and simplicity for their current activities, but more importantly, they need a way to maintain flexibility and simplicity going forward, when business demands on applications, the network, and infrastructure are only going to increase. To better serve the business demands for information everywhere, enterprises must therefore develop new strategies for optimizing multiple kinds of networks. This white paper shows you how to build and maximize hybrid networks and reap the benefits of a hybrid enterprise.  Read More

When Customers Call, and They Will, Will Your IVR Be Ready?

Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method for problem resolution not simply because of preference for other options, but because of problems within the current IVR technology or IVR set-up that a business has implemented. Also examined is IVR solution implementation in specific industries, including fields like health care, utilities, financial services, and retail.

Download the report to learn more about how IVR is a key component of a multi- and omni-channel customer experience strategy, and how understanding today's caller will help direct your IVR strategy and put you on the path to greater customer loyalty.  Read More

The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR system, as well as how to achieve a positive return-on-investment (ROI), including the possibility of implementing a cloud IVR solution.

Download the playbook now to determine your IVR needs, learn how an IVR could improve productivity and reduce costs, see what's involved in building the right IVR strategy, and read examples of how other companies have achieved a positive ROI from their IVR. Read More

Migrating Legacy End of Life IVR

Interactive voice response (IVR) systems bridge communication between enterprises and customers. When that bridge becomes outdated or nears its end-of-life, steps need to be taken and factors need to be considered to successfully update that crucial IVR system.

In order to make the best possible investment choice when considering a new cloud IVR provider, some key questions need to be asked. Is the IVR solution flexible? Does it support multi-channel customer interaction?

These and other considerations are outlined in this white paper—download the white paper now to learn about how to determine system upgrades, evaluate potential solutions, and successfully migrate to an efficient, cost-effective IVR solution. Read More

Customer Bill of Rights eBook

Interactive voice response (IVR) technology allows a computer to interact with customers using voice and dual-tone multi-frequency (DTMF) tones via a keypad.

IVR can be invaluable to an organization, but the customer experience is crucial. Improving the customer experience means an enterprise can improve customer retention, improve customer satisfaction, and increase cross-selling and up-selling.

This eBook explains ten factors that customers should expect and companies need to provide for a successful self-service IVR implementation. They include setting clear expectations, transferring callers correctly, remembering the customer, and respecting callers’ time. Read More

Four Ways to Win Customer Raves With Your Speech-Enabled IVR

An interactive voice response (IVR) system can be key for communication between an enterprise and its customers. How can an IVR system be designed to be intuitive and user-friendly, providing assistance and not frustration?

This tip sheet outlines four ways an enterprise can work towards an IVR system that customers see as a help and not a hindrance.

The considerations to keep in mind include knowing your customers, avoiding an overly complicated and overstuffed system, involving customer service employees in the design process, and paying attention to every valuable detail. Read More

2015 Travel and Expense Management Report: Increasing Control, Compliance, and Productivity in a Modern Mobile Workforce

Travel is a crucial business expenditure for many enterprises, with organizations looking to balance travel needs with cost-effectiveness. Travel expense management needs to consider accuracy, compliance, cost-productivity, and results. Financial process automation can be key to managing those factors.

Financial process automation is becoming more important for corporate travel expense management, as is accessing that automation while on the go. Travel and expense management (TEM) software, with mobile functionality and intelligent features, means companies can leave the inefficiencies of expense spreadsheets and receipt handling behind in favor of increased speed, productivity, and compliance.

This report looks at current market trends in travel and expense management (TEM) software and the benefits of this technology. Also included is an examination of TEM software functions and overviews of eight leading TEM solution providers. Read More

6 Steps to Switch From Spreadsheets to Cloud-based Expense Management

The manual process of using spreadsheets for managing expenses has had its advantages, especially before the rise of automated cloud-based expense management software. For many companies, the time, costs, and risk of inaccuracy in the spreadsheet method can lead to the decision to switch.

This e-book outlines 6 key steps to follow to make as efficient and cost-effective a transition as possible. The first step is identifying the problems with an enterprise’s current expense management system, by asking questions such as: How much time does a company spend on expense reports? Are there any policy compliance issues within the organization?

Other steps in the expense management selection process include identifying the enterprise’s specific requirements, assessing potential vendors, building a business case for your software switch, implementing the solution, and getting the most out of the cost and operation benefits of the expense management switch.

Read more in this comprehensive guide to help you switch from spreadsheets to automated expense management software. Read More
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