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..

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.  (WHITE PAPER) READ ABSTRACT |

Contact Center for Dummies by Avaya July 2011 - (Free Research) With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.  (EBOOK) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation UK Ltd October 2012 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER)

Podcast - Improve Results with an Intelligent Content Strategy by KnowledgeStorm, Inc (E-mail this company) March 2006 - (Free Research) The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. This podcast describes how marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions.  (PODCAST) READ ABSTRACT |

How Savvy Technology Marketers Can Improve Results with an Intelligent Content Strategy by KnowledgeStorm, Inc (E-mail this company) October 2005 - (Free Research) The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions.  (WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.  (ASP & SOFTWARE PRODUCT)

IT Courseware by SkillSoft Corporation SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.  (ASP & SOFTWARE PRODUCT)

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 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 |

Cost-Saving Tips for Contact Centers by Five9 May 2013 - (Free Research) For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.  (EGUIDE) READ ABSTRACT |

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 |

Cloud-Based Contact Center Software - Buyer's Guide by Five9 January 2013 - (Free Research) View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.  (WHITE PAPER) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp. May 2010 - (Free Research) In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.  (WHITE PAPER) READ ABSTRACT |

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect August 2010 - (Free Research) This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.  (WHITE PAPER) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect August 2010 - (Free Research) This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.  (WHITE PAPER) 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 |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.  (WHITE PAPER) READ ABSTRACT |

Boosting Contact Center Capabilities with UC and SIP by IBM December 2010 - (Free Research) Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.  (EBOOK) READ ABSTRACT |

IBM Internet Security Systems X-Force® 2008 Mid-Year Trend Statistics by IBM July 1967 - (Free Research) Read this white paper to discover the implications, so you can enhance information security for the rest of 2008 and beyond.  (WHITE PAPER) READ ABSTRACT |

Benefits of Cloud-Based Communications by Interactive Intelligence, Inc. April 2012 - (Free Research) This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc. July 2008 - (Free Research) This white paper provides the three best practices for today's profitable contact centers.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

Simplifying Contact Center Technology by Oracle Corporation August 2008 - (Free Research) Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization’s contact center technology.  (WHITE PAPER) 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 |

Independent Lab Comparative Review by Avaya June 2011 - (Free Research) MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities.  (PRODUCT REVIEW) 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)

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