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..

Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com March 11, 2013 - (Free Research) Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment  (ANALYST REPORT) READ ABSTRACT |

New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now by Information Builders April 30, 2013 - (Free Research) Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world.  (WHITE PAPER) READ ABSTRACT |

Genesys Global Consumer Survey - 2007 by Genesys March 27, 2008 - (Free Research) This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.  (WHITE PAPER) READ ABSTRACT |

Improving Customer Satisfaction through More Effective ICT Strategies by Alcatel-Lucent January 2008 - (Free Research) Companies that want to maintain a competitive edge, both now and in the future, are realizing that reactive customer interaction services must be replaced by a more proactive approach that recognizes the growing user-centricity of consumer ...  (ARTICLE) READ ABSTRACT |

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys September 2008 - (Free Research) This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.  (WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.  (WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys March 2008 - (Free Research) Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.  (WHITE PAPER) READ ABSTRACT |

Integrating multiple channels to build a single view of the customer by Genesys February 2013 - (Free Research) CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.  (EGUIDE) READ ABSTRACT |

Discover, deliver and set the right customer experience expectations by Genesys February 2013 - (Free Research) This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.  (EGUIDE) READ ABSTRACT |

Analyst Report: Case Management Automation - Facilitating Compliance by EMC Corporation September 2010 - (Free Research) Read this white paper to learn about the compliance implications of case-based process automaiton.  (WHITE PAPER) READ ABSTRACT |

Article: Design Patterns for Case Management by EMC Corporation August 2011 - (Free Research) This article discusses how using a ‘case management’ construct as an organizing principle can often simplify the challenges associated with complex decision-intensive processes.  (WHITE PAPER) READ ABSTRACT |

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management by KANA (E-mail this company) June 2012 - (Free Research) Check out this informative webcast to understand how customer service and dynamic case management are related and how to build a strategy for both.  (WEBCAST) READ ABSTRACT |

Dynamic Case Management: A Foundation for Agile Enterprise Business Applications by Pegasystems May 2011 - (Free Research) The dynamic case management approach is helping companies achieve significant, competitive results.  In this webinar, learn how your company can also achieve better service outcomes with dynamic case management.  (VIDEO) READ ABSTRACT |

Business Case Development Best Practices for Data Center and IT Projects: Speed Up Your Project Approval and Start with Confidence by HP & Intel® June 2009 - (Free Research) How do companies create winning business cases to justify key data center and IT initiatives and speed-up the budget approval process? Read this paper for tips and best practices for how to succeed in the budget approval process and business case development.  (WHITE PAPER) READ ABSTRACT |

Case Management: Addressing Unique BPM Requirements by OpenText December 2012 - (Free Research) View this informative report to learn more about case management and some of the differences from conventional BPM. It provides examples of some of the best case management offerings that are available today and breaks down the positives and negatives of the product.  (WHITE PAPER) READ ABSTRACT |

Adapting Case Management for Technology Megatrends by OpenText December 2012 - (Free Research) This white paper explores the role and interplay of adaptive case management within today's most critical emerging information management trends. Read on for essential information to learn how you can implement successful business process and case management initiatives in the face of the hottest tech trends.  (WHITE PAPER) READ ABSTRACT |

A 15-Minute Guide to Collaborative Case Management by EMC Corporation April 2008 - (Free Research) In about 15 minutes, learn how collaborative case management can be applied across a variety of case management types, become familiar with the components of a successful collaborative case management solution and gain insight on deployment.  (WHITE PAPER) READ ABSTRACT |

15 Minute Guide To Case Management by EMC Corporation November 2009 - (Free Research) In 15 minutes we'll discuss case management, explain why it's important, suggest how it enables connected government, touch on how it can be applied across a variety of case types, discuss the components of a case management solution, and offer deployment guides and suggestions.  (WHITE PAPER) READ ABSTRACT |

Case Management: Transformational Process Management in Government by IBM March 2008 - (Free Research) IBM FileNet Business Process Framework is a framework that gives governments the ability to rapidly build a case management system.  (WHITE PAPER)

Advanced Case Management: Making its Mark on Key Government Sectors by IBM May 2012 - (Free Research) Government agencies are frequently adopting advanced case management strategies to automate processes, streamline practices and achieve better, swifter results. This paper from IBM discusses how advanced case management strategies are taking hold in today's agencies and how these practices can help foster more efficient, effective environments.  (WHITE PAPER) READ ABSTRACT |

Business rules automation offers greater efficiency for case management by IBM November 2011 - (Free Research) Business rules can bring additional insight, transparency and efficiency to case management, provided the approaches are combined and implemented properly. In this Tip Guide, discover what business needs are driving the adoption of this combination, and how business rules technology is being put to use in case management and other areas.  (EGUIDE) READ ABSTRACT |

eGuide: Best practices for streamlined, successful case outcomes by IBM November 2011 - (Free Research) Great case management results don't happen by magic, and they don't even happen just by hard work. They're often due to following proven best practices. This e-guide will introduce readers to our tried-and-true best practices for effective case management and five potential barriers to successful case outcomes—and advice for addressing them.  (EGUIDE) READ ABSTRACT |

eGuide: Strategies for building the best case-management architecture by IBM November 2011 - (Free Research) This e-guide continues ebizQ.com's deep dive into approaches for constructing a sound case management architecture. In this installment, learn how to approach the technology choices involved and when to consider a case management framework based on business process management (BPM) software or other technologies.  (EGUIDE) READ ABSTRACT |

eGuide: Strategies for building the best advanced case management architecture, Part I by IBM November 2011 - (Free Research) Designing a case management architecture is more of an art—really, a balancing act—than a science. In this e-guide, readers will learn to address key considerations involved in designing an effective case management architecture that extends across the enterprise to enable better collaboration and decision-making.  (EGUIDE) READ ABSTRACT |

eGuide: Applying business rules for more effective advanced case management by IBM November 2011 - (Free Research) Read this expert e-guide to learn what business needs are driving the adoption of both business rules and case management technologies, how business rules technology is being put to use in case management and other areas, how to prepare for and implement rules in case management, and where business rules and case management trends are heading.  (EGUIDE) READ ABSTRACT |

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