Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		GoToAssist Corporate - Remote Support Service by Citrix Online - GotoAssist. GoToAssist® is redefining how IT support & service is delivered to customers, helping thousands of businesses increase revenue & reduce costs while improving customer satisfaction more... >> Discover more offerings from Citrix Online - GotoAssist.

Keeping Your Workforce Connected by Cisco Systems, Inc March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it's an especially important step for small and medium-sized businesses (SMBs). (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Winning Strategies for Customer Responsiveness - An Article from IQ Magazine by Cisco Systems, Inc February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center. (ARTICLE) READ ABSTRACT | GO TO ARTICLE

The Guru - Episode One: What's beyond Right Now? by Cisco Systems, Inc February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

VanillaSoft: The Lead Management System for Making Sales Calls by VanillaSoft VanillaSoft is the premier lead management system for making lots of list-based sales calls. VanillaSoft will boost your team's call productivity by 50% or more and handle the distribution of leads to your sales people.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support solution by Extraview Corporation. ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Measuring Service Effectiveness by Numara Software April 2008 - (Free Research) This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

IT Briefing: Proactive Network Management: Filling the Gaps and Making the Leap to Automation by OpenService, Inc. April 2008 - (Free Research) This document is based on an Open Service/TechTarget webcast entitled “Proactive Network Management: Filling the Gaps and Making the Leap to Automation.” (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Automating Your Call Center Feedback by Mindshare Technologies March 2008 - (Free Research) The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Communications and Media Company Proves Gaining Control over Exceptions Results in Greater Customer Retention and Savings by Vitria March 2008 - (Free Research) The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Customer Support Solution by Extraview Corporation (E-mail this company) As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Nucleus Research Case Study: VMware Virtual Desktop Infrastructure by AMD and VMware Inc. March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Support Customer Calls with Innovated Interactive Voice by Genesys Co. March 2008 - (Free Research) Companies are supporting customers in new ways by combining self and assisted customer services. Explore how speech self-service can build your company's brand and provide long-term success by achieving targeted customer satisfaction and ROI goals. (WEBINAR) READ ABSTRACT | GO TO WEBINAR

The ECHO-Avaya Connection: How ECHO Digital Recording Interacts with Avaya's Telephony by Teleformix (E-mail this company) March 2007 - (Free Research) This paper discusses how Teleformix’s ECHO digital recording solution seamlessly integrates with Avaya’s telephony systems. ECHO supports legacy G3 DEFINITY switches as well as the latest S8000 series media servers and media gateways. TDM, VoIP or both – to ECHO, there is no difference. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

The ECHO-Cisco Connection: How ECHO Digital Recording Interacts with Cisco's CallManager by Teleformix (E-mail this company) March 2007 - (Free Research) This paper discusses how Teleformix’s ECHO digital recording solution smoothly shares the Cisco network with CallManager. The installation of Teleformix’s ECHO digital recording solution requires no changes to a Cisco-equipped Private Branch Exchange (PBX). It integrates seamlessly with Cisco’s IP telephony solution through the Cisco switch. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Benefits and Advantages of Recording and Archiving Calls by Teleformix (E-mail this company) October 2006 - (Free Research) Record keeping has become an indispensable part of our culture. This white paper discusses the value of call monitoring and introduces the ECHO digital recording solution. Read how ECHO's synchronized voice and screen recordings - complete with quality monitoring and CRM - take the benefit of recording beyond the call center. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Digital Voice Recording & Quality Monitoring for Improved CRM with ECHO by Teleformix (E-mail this company) ECHO is a digital voice recording, quality monitoring, and CRM platform with a browser based interface. ECHO is the solution for any North American company looking for a competitively priced, feature-rich recording solution. ECHO provides the vehicle for focused customer experience management & advanced business intelligence across the call center.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

The Support Impacts of Technical Complexity on Margins and Customer Satisfaction by Citrix Online - GotoAssist (E-mail this company) July 2007 - (Free Research) The latest SSPA Research Brief takes a close look at the support impacts of technical complexity on margins and customer satisfaction. Download the SSPA Research Brief today and discover how remote support technology can help by: • Reducing call-handling times • Increasing first-interaction closure rates • Deflecting phone interactions (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Forrester Research: Thirty-One Best Practices for the Service Desk by Citrix Online - GotoAssist (E-mail this company) June 2005 - (Free Research) Do you want to know how your company can deliver exceptional support and, as a result, significantly impact your IT department and organization as a whole? Download this Forrester research report to discover proven industry best practices, processes and technologies. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

The Power of Remote Support in Battling Today’s Top Customer Support Issues by Citrix Online - GotoAssist (E-mail this company) June 2007 - (Free Research) Download the SSPA White Paper today to discover what the SSPA recommends as a secret weapon to combating these tough issues and learn foolproof strategies for increasing productivity, quality, satisfaction and loyalty. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Contact Center Costs: The Case for Telecommuting Agents by Avaya, Inc April 2008 - (Free Research) This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Simplifying Contact Center Technology: Eliminating Complexity with a Single-Vendor On-Demand Contact Center Solution by Oracle Corporation - CRM on Demand (E-mail this company) September 2007 - (Free Research) Computer Telephony Integration (CTI)-enabled contact centers from a single vendor provide significant cost advantages and offer increased reliability by minimizing overall complexity. In this paper, read more about an on-demand solution that can simplify your organization's contact center technology while providing CTI to improve performance. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost. (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry (VENDOR WHITE PAPER) READ ABSTRACT | GO TO VENDOR WHITE PAPER

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

The Role of Web-Based Self-Service in the Support Organization by CRMindustry.com (E-mail this company) October 2005 - (Free Research) Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. It’s not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers. (ARTICLE) READ ABSTRACT | GO TO ARTICLE

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