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Avaya Aura Contact Center Scripting Demystified by Global Knowledge
May 18, 2011 - (Free Research)
Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.
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Windows 7 Review Guide by Global Knowledge
May 13, 2009 - (Free Research)
Join Glenn Weadock, Global Knowledge Instructor, MCITP, MCSE, MCT, A+, for this Windows 7 Review Guide. This white paper introduces the key areas in which Windows 7 differs from Vista - areas you'll need to focus on if you're thinking of moving to Windows 7, either from Vista or from XP.
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Employee-owned Smartphones: Seize the Opportunity by BlackBerry
September 12, 2011 - (Free Research)
It’s no longer feasible for an IT department to ignore the smartphone push from the majority of the employee population. IT management must attempt to channel the chaos and determine ways to embrace the personal mobility wave while maintaining effective security and management measures, especially in relation to the corporate network.
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Security Whitepaper: Google Apps Messaging and Collaboration Products by Google Apps
July 06, 2010 - (Free Research)
Content Provided by Google. Google Apps provide familiar, easy to use products and services for business settings. These services enable customers to access their data virtually anytime and anywhere from Internet-capable devices. This computing environment is called "the cloud." Read this white paper to learn more.
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Voice over Internet Protocol (VoIP) Phone Hardening-- Part I by Global Knowledge
May 01, 2009 - (Free Research)
This paper presumes that your enterprise already has a data network security policy in place. It examines the many different settings that are available to help secure the Cisco IP Phones from potential hacker attacks, and it looks at a selection of Cisco secure infrastructure technologies that are especially useful for protecting voice systems.
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Achieving Business Agility with Application Grid by Oracle Corporation
December 19, 2008 - (Free Research)
Typical IT departments feature islands of isolated infrastructure, leading to inefficient use of servers. The "application grid" concept allows data centres to run more efficiently, using less hardware and less software. This paper explains.
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The Cyber Savvy CEO: Getting to grips with today’s growing cyber-threats by ComputerWeekly.com
September 05, 2011 - (Free Research)
The recent surge in cyber attacks has forced organisations to align cyber security efforts across all of their operations, rather than focusing on IT, but CEOs now need to take the lead in protecting their organisations, this report from PwC argues.
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Integrating CUCM 6.X and Active Directory (AD) by Global Knowledge
February 24, 2010 - (Free Research)
Although Active Directory (AD) and Cisco Unified Communications Manager (CUCM) are very diverse systems owned by two completely separate companies, the use of AD for management of users in a CUCM system is a common consideration. Read this whitepaper to learn more.
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VMware ACE 2 Enterprise Edition: Desktop Virtualization Solution by AMD and VMware, Inc
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VMware ACE 2 Enterprise Edition delivers desktop virtualization solutions for enterprise users. Use VMware ACE 2 to deploy an ACE virtual machine as an IT managed “virtual laptop” to remote workers, provision controlled desktop images as sandbox environments or run legacy operating systems & applications on an existing PC as you migrate to Vista.
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Own your process, own your information, own your business with SOA by IBM
December 01, 2010 - (Free Research)
This white paper details why building in business process management, information management and SOA governance across the enterprise is critical to SOA success. It also presents real-world examples of IBM customers that have done so and are now reaping the benefits of SOA, including service reuse, business agility and business transformation.
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WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.
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WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support every level of the global organization – executive, analytical, & operational – and make data available, accessible, and meaningful to every person or application that needs it.
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Enterprise Grade 'Bring Your Own Device' Strategies by SAP America, Inc.
September 30, 2011 - (Free Research)
This Aberdeen Group paper provides analyst insight into the drivers, benefits and pitfalls of the Bring-Your-Own-Device (BYOD) phenomenon and offers recommended actions to take to avoid IT risk.
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June Issue of Information Security magazine: Mobile Security: A New Game Plan by Information Security Magazine
June 02, 2011 - (Free Research)
This month's Information Security Magazine Online cover story highlights the importance for an updated security game plan due to the influx of personal smartphones and other computing devices making their way into the enterprise. Also, learn how to focus your SIM solution to avoid information overload and explore FISMA challenges.
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How IT can work with the gadget-conscious Generation Y by ComputerWeekly.com
October 13, 2010 - (Free Research)
Generation Y is rapidly entering the workforce, bringing with it the most technology-literate set of workers ever employed. They don’t want to be locked down and restricted – they want flexibility and the freedom to use their own devices and familiar social tools in their jobs. That presents a whole new set of risk management challenges.
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Analyst's take: Maximise success with Microsoft Dynamics by ComputerWeekly.com
March 09, 2011 - (Free Research)
Microsoft partners that follow a structured methodology to sell, deliver, and optimize Microsoft Dynamics solutions can reduce their own cost and risk, focus on core competencies, and ultimately increase profits and customer satisfaction.
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Use effective call centers to build customer loyalty by Infor CRM
February 08, 2012 - (Free Research)
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.
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Bring Your Own IT(BYO)-Rethinking your business model by Citrix
July 27, 2011 - (Free Research)
Allowing employees to use their own devices may increase the overall productivity and performance of your organization. Access this exclusive resource to learn how supporting a range of endpoint devices is the right choice for your organization and how desktop virtualization is a practical method for supporting this initiative.
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Cloud Computing for the Call Center: The Next Revolution by inContact
May 04, 2010 - (Free Research)
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.
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Debunking Security Concerns with Hosted Call Centers by inContact
September 16, 2011 - (Free Research)
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.
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Cisco IP Phone Features by Global Knowledge
February 10, 2009 - (Free Research)
This paper explains various features (Softkeys) available to the phone while in a call state.
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Considering a BYOPC Strategy: A Q&A by LogMeIn, Inc.
February 2012 - (Free Research)
Discover the concerns, opportunities, and benefits of enabling a BYOPC initiative in your workplace, including why enforcing a strict policy beforehand is essential to its success.
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The Total Economic Impact Of Click to Call And Click to Chat by Oracle Corporation
April 2011 - (Free Research)
This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more.
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