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 case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs. 

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

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. 

This report shows how RoboForm Enterprise password management solution, can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs. 

The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

“Before Autotask, we were spending way too much time billing and invoicing. Now an invoice goes out half an hour after the work was completed.” Richard Fitzgerald, President of 2GEN Pty LTD 

Inter-Process Communications (IPC) makes up the infrastructure that merges voice, data and video applications over a single network by enhancing IP telephony (VoIP) with technology such as conferencing, call transfers and forwarding. 

Security professionals know that effective endpoint protection calls for a layered, defense-in-depth approach. But endpoint security now requires a new way of thinking that goes beyond just battling threats to actually enable operational improvement. Read this whitepaper to learn the six steps you need to think different about endpoint security. 

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.