White Papers

More and more internet users are choosing their mobile phone and smart phone as their device of choice for consuming web content. But this creates challenges; device fragmentation, caused by a multitude of device types, display sizes, supported features and...

Live polling conducted by EMC Corporation at FST Media’s 7th annual Technology & Innovation – the Future of Insurance conference uncovered key insights into insurance organisations’ plans to harness the power of data to understand market trends, improve customer engagement...

Financial services companies have become prime targets of sophisticated cyber attacks that can result in operational disruption, brand damage, and loss of confidential data. As cyber threats increase in complexity and frequency, CSOs are being challenged to develop more comprehensive...

2013 will be the year CIOs focus on simplification and pragmatism. Download Exindas whitepaper “5 Easy Tips from Top CIO Network Plans for 2013” to see what other technology leaders are doing to optimise their networks.

As of 2009, the number of virtual servers shipped per quarter exceeded the number of physical servers according to research firm IDC. However, the biggest reason more business critical applications are not virtualised today is due to performance concerns. Yet...

The cloud based contact centre model is expected to help organisations achieve greater agility and adaptability in a fast changing Asian market. Frost & Sullivan anticipates that the increasing momentum towards cloud based solutions will challenge the traditional on-premise models...

In the face of increased competition, accelerating regulatory challenges, and ever present global financial pressures, retail banks today struggle to sustain their revenue models, manage shrinking credit margins, and deal with a consumer base that no longer trusts financial institutions....

With the rapid adoption of Data Center Infrastructure Management (DCIM) solutions into data center operations worldwide, there is a growing significance of a thorough and precise approach to data center management. Download this Panduit whitepaper to discover how your organisation...

When your organisation is unaware of the experience that your customers are having with your institution, you increase the risk for poor customer satisfaction; revenue loss; missed opportunities to cross-sell or up-sell; and the most difficult to regain, a negative...

Ever since the dawn of the commercial Web organizations have been looking for better ways to leverage self-service. Delivering and surpassing their expectations at these times is what builds and grows loyalty. Customers will not seek an interaction for no...

While self-service financial transactions have been available through the automated teller machine (ATM) for decades, new innovations continue to be integrated into ATMs, resulting in enhanced operational efficiency,consumer experience and overall security. This paper will review the latest ATM advancements...

Customers have one demand above all – service excellence from your company and its agents no matter the situation or enquiry. Customers benefit from interactions with well-informed agents, who are empowered to resolve issues with greater speed, accuracy and consistency....

Software Asset Management (SAM), as organisations such as ITIL and ISO define it, is obsolete. Its base processes come from a bygone era of floppy disks and unique licence keys, whereas today’s software licencing challenges include virtualised systems, a focus...

To improve the way organisations manage customer contacts, 63 per cent of organisations will consider adopting contact center technologies in the Cloud. This move allows for reduced costs in software, hardware and IT support staff. However, using the Cloud poses...

The social customer is a radically new breed of consumer. They post online on various channels and they don’t hold back. And these unabashed posts are in the open for everyone to see. Customer Service and Contact Centers have always...