This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

Read this brief yet insightful paper now to learn about the basic components of information architecture, including master data management and data quality, and learn how Sybase can enable your company to integrate all of these aspects into a complete and holistic information architecture. 

Read this white paper to learn why Gartner analysts believe cloud computing and event processing will completely change the face of enterprise IT architecture by 2015. 

Industry expert Wayne Eckerson knows a thing or two about big data and how to handle it. So, it's in your best interest to view the second installment of a two-part video series as Eckerson discusses data warehouse architectures for storing big data. Learn how to evaluate whether data architectures can handle big data, amongst much more. 

Download the Open Group Service-Oriented Architecture reference architecture. 

Collaboration Oriented Architectures (COA) describes information architectures that comply with the COA framework, which in turn is described in the associated COA Framework paper1. 

Numerous architecture framework standards have been developed and matured over the past decade and the focus of these frameworks is diverse. Many engineers believe there is an ―either or‖ decision to be made regarding these frameworks; however, this is not always the case. 

This paper proposes several sample virtualization architectures based on Dell's server and storage products. Architectures are divided into three main categories: Small, Medium, and Large. These categories are based on the features and capacity of each product, as well as the complexity of the overall architecture. 

Download the Service-Oriented Cloud Computing Infrastructure (SOCCI) Framework from the Open Group.