Oracle introduces the new Sun Fire X4170 M2, the most versatile IT infrastructure building block server and the Sun Fire X4270 M2 server, the ideal server for clustered database and virtualized workloads. 

This guide reviews the recommended approach for planning and implementing the migration of applications on an IBM Power system running AIX to Oracle’s Sun Fire X4800 Server with the Intel Xeon Processor 7560 running Oracle Linux 5.5 Operating System. 

This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. 

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. 

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

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

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. 

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. 

With a bit of planning, a specific tiering-out of your system priorities and a dash of virtualization, you can breathe new life into your old servers -- even as you bring in replacements with all of their powerful new capabilities. Read this e-book to learn more. 

Access this case study to learn how a company deployed WIC Messenger to automatically push an up-to-date list of PINs to each BlackBerry smartphone so users could easily contact each other in the event of a power outage or email service disruption. 

DR plans must be flexible and scalable to address a wide range of things that can go wrong. This exclusive SearchDisasterRecovery.com E-Guide provides you with everything disaster recovery from A-Z - including over 40 tips and steps to help ensure your DR plan functions successfully. 

Although pay levels are unlikely ever again torise as fast as they did at the end of the 1990s when fears about the “millennium bug” stoked thefires of an already over-heated job market – or to fall as fast as they did when the bug failed to bite– employers are acutely aware of the need to keep a close eye on short- and long-term pay trends. 

Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.