Download Silver Peak’s VX-Xpress is the world’s first self-service website for Virtual WAN Optimization. 

The definition of a mobile payment is often open to interpretation and can differ from source to source.    Juniper Research has a simple definition of a mobile payment as “payment for goods or services with a mobile device such as a phone, Personal Digital Assistant (PDA), or other such device.” 

Juniper Research defines mobile banking as  “the provision of banking services to customers on their mobile devices”: specifically we mean in the vast majority of instances “the operation of bank current and deposit or savings accounts”. 

This week’s Computer Weekly contains an exclusive interview with JP Morgan COO India Gary-Martin about juggling multiple legacy IT systems while keeping the merchant bank compliant. We also look at how near-field communications technology promises to revolutionise consumer spending and we ask whether 2012 could be the year that APM becomes vital? 

This paper examines an array of solutions for SAP customers to optimize the Order-to-Cash processes in ways that contain costs and achieve optimum organizational efficiency, high customer retention and successful cash management. 

This paper outlines the five fundamentals for a successful FCR program. 

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

This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. 

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. 

The definition of a mobile payment is often open to interpretation and can differ from source to source.    Juniper Research has a simple definition of a mobile payment as “payment for goods or services with a mobile device such as a phone, Personal Digital Assistant (PDA), or other such device.” 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

The tool of choice to the highly mobile workforce is the  mobile phone. From customer contact and records keeping, through calendaring and scheduling to mapping and news feeds, the  mobile phone is usurping the laptop as the main point of technology for the road warrior. 

Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes.