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..

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.  (WHITE PAPER) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact February 2009 - (Free Research) This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better".  (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 |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.  (WHITE PAPER) READ ABSTRACT |

Dying to Comply by Aspect October 2011 - (Free Research) In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.  (WHITE PAPER) READ ABSTRACT |

NJ 2-1-1 Success Story by Five9 April 2013 - (Free Research) Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.  (CASE STUDY) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.) February 2010 - (Free Research) The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.  (WHITE PAPER) READ ABSTRACT |

Implementing a Telecommuting Program by Avaya Inc. January 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.  (WHITE PAPER) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact May 2010 - (Free Research) In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.  (EBOOK)

Hilton Reservations Worldwide by Aspect March 2008 - (Free Research) Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.  (CASE STUDY) READ ABSTRACT |

Getting the Right "Blend" in your Contact Center by Five9 January 2013 - (Free Research) Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.  (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 |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize Its Call Center Operations by AMD and VMware, Inc. 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.  (WHITE PAPER) 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 |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation November 2008 - (Free Research) This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings.  (WHITE PAPER) READ ABSTRACT |

GFI FAXmaker by GFI Software GFI FAXmaker is the leading enterprise quality fax server when it comes to reliability, ease of use and administration, and price.  (SOFTWARE 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 |

VoIP: How to Plan for the Bandwidth and Calculate the Cost Savings by Global Knowledge Network, Inc. October 2005 - (Free Research) The economic drivers for VoIP are catching the attention of CFOs, CIOs, and others involved in costs. Learn how to justify the costs of implementing VoIP and how to plan for its bandwidth.  (WHITE PAPER) READ ABSTRACT |

VW Credit, Inc. by Aspect March 2008 - (Free Research) Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.  (CASE STUDY) READ ABSTRACT |

Communications Leader Videotron Hopes to save $1.6 Million by Automating Service Calls on Blackberry Smartphones by BlackBerry February 2009 - (Free Research) Encumbered by paper-based work orders and instructions relayed verbally, Cable TV company Videotron needed a solution that helped manage service requests in a way that cut costs and service call mistakes. They chose a wireless solution from Blackberry that automates all administrative steps involved in handling a service call.  (CASE STUDY) READ ABSTRACT |

Debunking Security Concerns with Hosted Call Centers by inContact January 2011 - (Free Research) This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.  (WHITE PAPER) READ ABSTRACT |

TiVo Reduces Call Center Costs by Google Search Appliance November 2010 - (Free Research) Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.  (VIDEO) READ ABSTRACT |

Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc. March 2006 - (Free Research) As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments.  (WHITE PAPER) READ ABSTRACT |

Presentation Transcript: Preparing Applications for a Migration to Windows 7 by Flexera Software March 2011 - (Free Research) In this transcript of the webcast, "Preparing Applications for a Migration to Windows 7," learn about the basic steps involved with testing and verifying app compatibility for a Windows 7 upgrade, with details on the virtualization options available.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Avoiding Data Center Costs through Managed Application Delivery Services: Getting the Computing Resources You Need with Minimal Investment by Akamai Technologies February 2009 - (Free Research) In this white paper, Stratecast identifies operating and capital expenses associated with traditional data center options, including private data centers, co-located options, and managed hosting. The cost data will provide a valuable baseline for enterprises to compare against alternatives such as Akamai's dynamic Web acceleration services.  (WHITE PAPER) READ ABSTRACT |

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