Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..
		Cisco Secure Wireless Office Solution for SMBs by Cisco Systems, Inc.. The Cisco Secure Wireless Office Solution consolidates all network requirements into a complete, reliable wired and wireless infrastructure. more... >> Discover more offerings from Cisco Systems, Inc..

3-2-1 Contact the Call Center by SearchCRM January 31, 2013 - (Free Research) Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.  (WHITE PAPER) READ ABSTRACT |

CRM Buyer’s Guide – 2011 Edition by SearchCRM June 02, 2011 - (Free Research) Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  (EBOOK)

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.  (EZINE)

WebSmart Services by Melissa Data Corp April 20, 2010 - (Free Research) Melissa Data’s WebSmart Services can handle your data quality needs. Ensure that your contact data, including addresses, names, phone numbers, and emails are valid, and use existing data to append additional information to enhance initiatives. The WebSmart services can be integrated into the business chain to ensure the integrity of your database.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 20, 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.  (EZINE)

Optim Data Growth Solution for Oracle E-Business Suite by IBM Align continuous control of your E-Business Suite data with business objectives. Optim's proven archiving capabilities enable you to set desired service levels for each category of E-Business Suite data - for example, current data, reporting data and historical data. You maintain universal access to information.  (SOFTWARE PRODUCT)

Top 5 Ways to Make IVR Work for You and Your Customers by inContact September 22, 2010 - (Free Research) This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.  (WHITE PAPER) READ ABSTRACT |

Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG December 01, 2007 - (Free Research) Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.  (WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 10, 2013 - (Free Research) Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

Network Foundation - Cisco 1700 Series by Cisco Systems Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.  (HARDWARE PRODUCT)

Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc. July 1967 - (Free Research) Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.  (WHITE PAPER) READ ABSTRACT |

Public complaints case study by SAS Institute Inc. March 2013 - (Free Research) With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.  (CASE STUDY) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.  (WHITE PAPER) READ ABSTRACT |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.  (WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems April 2008 - (Free Research) By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.  (WHITE PAPER) READ ABSTRACT |

The Business Case for Desktop Integration: A practical solution with rapid ROI by Cicero Inc. June 2009 - (Free Research) This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results.  (WHITE PAPER) READ ABSTRACT |

Presentation Transcript: OnDemand v. OnPremise CRM: Making the Right Choice for your business by RunE2E March 2009 - (Free Research) In this presentation transcript, John Brasch, CEO of RunE2E, discusses the evolution of the CRM application market options that are available today and details their solution run CRM system built on the SAP enterprise application suite.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Optimize server utilization in real time with HP Virtual Server Environment for HP Integrity servers by Hewlett-Packard Company December 2008 - (Free Research) Read this document to learn how HP Virtual Server Environment (VSE), the HP virtualization solution for HP Integrity servers, gives you the flexibility you need to increase the return on your IT investments and become more agile at the same time.  (WHITE PAPER) READ ABSTRACT |

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. June 2011 - (Free Research) There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.  (WHITE PAPER) READ ABSTRACT |

The Business Case for Cloud Computing: A Call to CIOs & CFOs by HP & Intel® May 2012 - (Free Research) How does the cloud affect your organization's bottom line? Read this white paper today to discover the business case for cloud computing, and explore best practices and guidelines for CIOs and CFOs who are considering making the jump to the cloud.  (WHITE PAPER) READ ABSTRACT |

Making the Back Office Pay by Aspect March 2013 - (Free Research) 42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.  (WHITE PAPER) READ ABSTRACT |

Microsoft System Center Configuration Manager 2007 SP2, R2, R3 by Global Knowledge July 2010 - (Free Research) The fourth edition of Microsoft’s System Management Server was released in August, 2007 with a new name, System Center Configuration Manager, making it part of the System Center brand. This paper will go through the components of each variety of this product to clear up any confusion around this valuable piece of management software.  (WHITE PAPER) READ ABSTRACT |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact October 2010 - (Free Research) This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.  (CASE STUDY) READ ABSTRACT |

Restructuring, Consolidating, and Merging Active Directory, What You Need to Know Before Your Start by Quest Software, now a part of Dell March 2012 - (Free Research) Access this white paper that presents critical planning decisions and considerations for merging, restructuring, or consolidating active directory domains.  (WHITE PAPER) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) 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.  (CASE STUDY) READ ABSTRACT |

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