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. 

This brief e-guide explores the notion that data quality issues are worse in real-time data integration applications versus batch-oriented techniques. In the form of two articles, this resource serves up options for real-time integration, touches on the concerns associated with it and outlines the proper steps required to address data quality. 

This white paper highlights a customer service and operations system that streamlines your business' processes into one single view for ease of customer assistance, operations and security. 

IBM InfoSphere Information Server delivers the functions required to integrate, validate, enrich and deliver trusted information for your key business initiatives. 

This Executive Brief discusses IDC's perspective on how enterprise workload management requirements are changing and highlights the ways that workload automation solutions can address these emerging requirements. 

Increasing numbers of enterprises are incorporating project portfolio management in their strategic planning. And just as individuals use financial reports and analyses to consider various investment options, the enterprise uses an analysis called the Business Case to evaluate various project proposals for inclusion in the project portfolio. 

PortalGuard is a password authentication and security solution that allows end-users to authenticate and manage a portal password directly from a Web browser, while providing administrators with functionality to meet or exceed their security objectives. 

The way we work is now open to wide-ranging review. The concept of the office as the ‘dumb’ container for work, housing the corporation and its infrastructure assets, will be challenged by a number of factors explored in this paper. Work, in the future, will only be a verb. It is becoming a process, not a place. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

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.