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..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Public complaints case study by SAS Institute Inc. March 21, 2013 - (Free Research) With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.  (CASE STUDY) READ ABSTRACT |

Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Company September 30, 2009 - (Free Research) Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.  (CASE STUDY) READ ABSTRACT |

NJ 2-1-1 Success Story by Five9 April 26, 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 |

Case Study: TORO National Support Network by NEC Corporation August 05, 2009 - (Free Research) Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility.  (CASE STUDY) READ ABSTRACT |

Cellular One by Aspect April 30, 2013 - (Free Research) Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.  (CASE STUDY) READ ABSTRACT |

Navy Federal Credit Union becomes trusted advisor with Infor by Infor December 31, 2012 - (Free Research) Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.  (CASE STUDY) READ ABSTRACT |

Salesforce.com's Service Cloud for Dummies by Salesforce.com April 06, 2010 - (Free Research) Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!  (EBOOK)

Pros and cons of WFM in the call center by Infor WFM Workbrain January 05, 2012 - (Free Research) The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.  (EGUIDE) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 10, 2013 - (Free Research) Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

Smart Process Applications: Accelerating Time to Value by OpenText April 19, 2013 - (Free Research) The growing popularity of technology trends such as mobile computing, social media, the cloud, and others calls for a new generation of adaptable, flexible applications.  Check out this white paper to learn how "smart process applications" can provide the benefits of traditional packaged applications, but with added collaborative abilities.  (WHITE PAPER) READ ABSTRACT |

The Business Case: Information for Project Portfolio Decision Makers by Global Knowledge May 25, 2010 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Verint Solutions in Action AAA Washington: A Case Study by Verint Systems April 2008 - (Free Research) ULTRA and ULTRA analytics have equipped AAA Washington to more readily meet its compliance requirements and customer experience objectives.  (CASE STUDY) READ ABSTRACT |

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" by SAP America, Inc. December 2011 - (Free Research) This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.  (WHITE PAPER) READ ABSTRACT |

Network Foundation - Cisco 1700 Series by Cisco Systems Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.  (HARDWARE PRODUCT)

Computer Weekly 2 August 2011: We examine the calls for radical reform in the relationship between Whitehall and its IT suppliers by ComputerWeekly.com August 2011 - (Free Research) With the release of a scathing report on government IT, we examine calls for radical reform in the relationship between Whitehall and its IT suppliers. Also this week, the first part of our Buyer’s Guide to Big Data, and a case study on how Carphone Warehouse improved customer satisfaction by 38% using business process management (BPM) software.  (EZINE) READ ABSTRACT |

Case Study: Fast, reliable Payment Card Industry compliance by Dell SecureWorks UK July 2012 - (Free Research) To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.  (WHITE PAPER) READ ABSTRACT |

The Business Case for Cloud Computing: A Call to CIOs & CFOs by HP & Intel® May 2012 - (Free Research) How does the cloud affect your organization's bottom line? Read this white paper today to discover the business case for cloud computing, and explore best practices and guidelines for CIOs and CFOs who are considering making the jump to the cloud.  (WHITE PAPER) READ ABSTRACT |

Working Smart in IT Operations: The Case for Consolidated Operations by Hewlett-Packard Company October 2008 - (Free Research) This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort.  (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 |

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT)

The Business Case for Desktop Integration: A practical solution with rapid ROI by Cicero Inc. June 2009 - (Free Research) This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results.  (WHITE PAPER) READ ABSTRACT |

Siemens EMEA support organization enhances quality and productivity with Aspect by Aspect March 2013 - (Free Research) Siemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.  (CASE STUDY) READ ABSTRACT |

EcoPaper Customer Success Story by BlackBerry September 2011 - (Free Research) Access this case study to learn how Ecopaper equipped its sales force with BlackBerry® smartphones and deployed a mobile application called PWAP, from BlackBerry® Associate Alliance Member True Systems, to automate the sales process.  (CASE STUDY) READ ABSTRACT |

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