The global population has reached 7 billion people – with more people living in cities than rural areas for
the first time in history. This is just the beginning of an important trend that will redefine how people
experience everyday life, with urban population projected to grow by 195 thousand people a day over
the next 20 years.

Your customers have adopted a more social way of communicating online, and they expect your support department to do so too.

The good news is that you don’t have to hire an army to deliver exceptional customer support. A good social support strategy allows you to leverage your customers for dynamic, collaborative support that’s always available, anywhere your customers are.

There are some critical components of a complete social support strategy. Download this eBook, 5 Must Haves for Social Support: Support Strategies to Increase Customer Satisfaction and Cut Costs to learn what they are, and how you can implement them!

The 6 Stages of the Customer Lifecycle

Your prospective customers trust the opinions of their peers more than they trust even your best-crafted marketing messages. The most effective thing you can do to influence their purchase decision is empower brand advocates to do your word-of-mouth marketing for you.

Download this eBook, Communities Build Better Customer Experience - The 6 Stages of Customer Lifecycle. Learn how you can leverage your community to turn prospects into customers and ultimately into loyal, brand advocates.

The carrier cloud brings the superior performance, availability and reliability of the service provider’s
network to the cloud. Service providers’ customers can enjoy all of the business benefits of cloud services, but with the performance, low latency and service level agreement (SLA) guarantees that are lacking in most of today’s public cloud services.

VoIP telecom providers have been looking for reliable fax solutions, but they seem to be far and few between. HTTPS fax, however, is becoming the new industry standard, serving as a better overall way to connect fax servers and fax machines to VoIP providers' networks.

Rise above the mobile data storm is all about guiding mobile service providers (MSPs) through the
fundamental network changes required to compete long term in mobile broadband. The mobile market
presents tremendous opportunities for those operators who successfully transform their
networks to compete in the volatile mobile broadband market.

Innovating innovation is about channeling the talents of some of the smartest people in the world to be the foundation that enables an organization to be fast and best in the markets in which it competes.

Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years. Now it is time to utilize the full power of the global IP networks and our UC terminals - PCs, laptops, fixed and mobile phones, tablet computers and telepresence systems - to extend the telephony service with high quality, full UC capability, where everyone reaches one another using both telephone numbers and email-like SIP addresses.

Companies across all vertical markets are taking advantage of Machine-to-Machine, or M2M technology, to capture and analyze data in real time. Whether these solutions are tracking people, automobiles, high value cargo, pets, energy usage, or inventory, the objectives remain the same. As M2M technology has evolved, integration with mobile devices has further allowed SMS messaging to become an important vehicle for the transmission of M2M communication.

This ebook explores how the evolution of M2M technology is changing the way the enterprise monitors and analyzes important data. Here you will find a compilation of the top news features, videos and whitepapers to demonstrate the depth of M2M and the benefits that M2M devices can provide for your business.

Known as the formatting language that programmers and developers use to create documents on the Web, HTML has been making a big splash in the market since the 1990s. HTML5, or the latest version of the markup language, is the fifth revision of the HTML standard. For the past few months, HTML5 has brought to end users and developers a world of benefits including advanced multimedia, improved language, ease of use, and enhanced developer capabilities. And from app development to cloud technology to mobile design, HTML5 is playing a large part in the technologies you see today.

From the huge onset of Internet streaming to the introduction of wireless video at the gas station to heightened demand for HD video, one thing came across loud and clear in 2011 - high definition digital is here to stay. The Avocent business of Emerson Network Power, a division that offers infrastructure management software and hardware to help the world's top organizations manage their IT complexities, is constantly introducing new technology to the market that is keeping pace with high definition digital demands.

In this e-book from the Avocent business, you’ll learn about how Emerson Network Power is bringing innovative high definition digital technology to the market as well as where the HD industry is headed. Here we’ve compiled a selection of the top news stories, features, and white papers from the past few months to demonstrate the depth and breadth of the high definition digital solutions afforded by Avocent technology.

Your call center uses a unique blend of technology and training to make sure customers have the best experience every time. TMC's Call Center Services Community provides you with the pertinent information you need to properly running your call center, offering news, tips, and industry insight to help call center administrators and supervisors alike. With innovations around every corner, starting and maintaining a call or contact center is easier than ever before, and this community provides information valuable to rookies and veterans looking to increase their call center service levels.

With the explosion of WiFi hotspots, especially as cellular carriers increase their use of long-range wireless broadband to deliver voice and data back to their networks, the need for wireless backhaul is extremely important for successful execution on any network. Most commonly, methods of wireless backhaul include microwave and satellite systems which are typically set up so that systems can be used together with other point-to-multi-point equipment.

The world of Interactive Voice Response technology a rapidly changing one, with new voice recognition,speech software, and customer-centric solutions issued onto the market frequently. Of course, the best way to pick through the flotsam and jetsam of the IVR industry, AND to get to the heart of what makes the engine run, is to make oneself familiar with all the available technologies. The more you know, the more of an enlightened decision you will be able to make about which IVR solution will best enhance your organization's customer relationship management strategy.

A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

The world of call recording is changing at a rapid pace, with developing cloud-based solutions, fluctuating compliance standards, and the constant need to maintain superior CRM strategies in any contact center. Various considerations need to be made before any organization settles on the right call recording solution, and making these decisions is easier with a host of background knowledge. This eBook is designed to give the reader a wealth of information and examples from the call recording industry that shed light on how the best in the game make call recording work.

It’s no secret that conferencing has forever altered the way we, as humans, communicate. It’s
changed the way we interact, collaborate and perform tasks at work. It’s helped friends and
families separated by distance reconnect, regardless of time and place. And for that, we have
companies like Fontel and Yamaha to thank. While these two corporations couldn’t be any
dierent as separate entities, together Fontel and Yamaha have formed a fruitful business
relationship: Yamaha produces cutting-edge voice and data communications services, and Fontel
is the reseller that puts these solutions in the hands of business professionals across the globe.
From conferencing phones to echo cancellers to microphone speakers, the ProjectPhone series,
made by Yamaha and distributed by Fontel, is now found in business environments in which
conference calls and face-to-face interactions via video conferencing are the norm. It’s no doubt
this conferencing product line is contributing to the success and growth of conferencing, a space
that is projected to become a $1 billion industry in a matter of a few years.

In today’s environment, SIP phones are becoming ubiquitous – bringing extended support, expandability, reduced hardware costs and increased savings on monthly phones bills to companies everywhere. One company at the forefront of this wave is Panasonic, a leading provider of SIP phones. technology allows you to route your calls over the Internet, permitting companies to enjoy a vast array of benefits. In this e-book from Panasonic, you'll learn about how Panasonic has emerged as a leading provider of SIP phones, why SIP is being touted as the “wave of the future,” and where the industry is headed. Here we’ve compiled a selection of the top news stories, features, and videos, from the past few months to demonstrate the depth and breadth of the SIP phones solutions Panasonic offers.

Running a contact center is no easy task. It requires careful planning and a fierce commitment to continuously improve the customer experience. Not only do you have to pay attention to the “traditional” aspects of running a contact center, including training the agents, but technology planning has become increasingly important.

There is a wide range of technology solutions and services available on the market today that can help contact centers adapt and stay competitive, but selecting the right ones to carry out your goals and objectivescan be a daunting task.

In this e-book from Interactive Intelligence, you’ll learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Here we’ve compiled a selection of the top news stories, features, white papers, case studies, podcasts and videos from the past six months to demonstrate the depth and breadth of the contact center solutions Interactive Intelligence offers, for the purpose of helping readers make better decisions when it comes to contact center technology investments.

SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

When connecting enterprises to SIP trunks directly via the Internet, carriers must resolve issues created by the enterprise firewall and traverse the NAT to connect to the customer’s Local Area Network (LAN) while also maintaining security. Since carriers deploy SIP trunks on a mass scale, the need to offer customers a guaranteed solutionthat works seamlessly, and is secure, is all the more critical.