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White Papers & Research

Segmented Monitoring of 100Gbps data containing CDN Video
The growth in internet traffic caused by increasing use of high bandwidth services including video causes problems for systems - how can this issue be solved?
Segmented_Monitoring_of_100Gbps_data_containing_CDN_Video.pdf

Rising to the New Security Challenge - Data Integration
Providing secure communication and protecting data are among the biggest challenges that service providers can face. Here Xchanging talk on how to build an outside-in, inside-out security strategy.
Rising_to_the_new_security_challenge_Data_Integration.pdf

Cloud Bound
Advice from organisations in outsourcing relationships - IBM Centre for Applied Insights, October 2014
SOE12347USEN.pdf

How Banks Can Use Social Media Analytics To Drive Business Advantage
Strategic use of social media can dramatically impact not only how banks market their products and services, but also how they conduct risk management, product and service design, business forecasting, competitive analysis and customer education.
.pdf

Embracing the Cloud to Make Risk Reporting More Efficient
The rise of social, mobile, analytics and cloud computing – or the SMAC Stack™ — means banks must adopt a new game plan to properly manage risks across their operations.
codex866(1).pdf

The Benefits of Partnering with a Specialist Outsource Contact Centre
This white paper serves to dispel the myths that have come to surround the outsourcing industry over the last decade, and explain how partnering with a contact centre like OpenContact can lead to a mutually beneficial relationship with many advantages.
pdf

The Benefits of Partnering with a Specialist Outsource Contact Centre
This white paper serves to dispel the myths that have come to surround the outsourcing industry over the last decade, and explain how partnering with a contact centre like OpenContact can lead to a mutually beneficial relationship with many advantages.
pdf

Cloud Computing without Compromise
This informative guide explores strategies for effective cloud service delivery and outlines one company’s unified platform – offering cloud infrastructure at internet scale. Read now for more information on the following topics: • Power and performance • Automation and control • Flexibility and choice
SFLY_data_sheet.pdf

Accounting for Growth
A report by SKS Business Services, Loughborough University and The Chartered Institute of Management Accountants
CIMA_Report_SKS_Final_(2).pdf

Customer Intelligence is the New Black
Deriving Actionable Insights from Customer Interactions to Reduce Cost-to-Serve and Customer Effort Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points. A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise. This white paper unravels why Customer Intelligence is the New Black, by addressing some key questions...
Firstsource_-_customer_interaction_analytics.pdf

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