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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Cost-Saving Tips for Contact Centers by Five9

May 10, 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 |

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 17, 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 |

The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates, Inc.

February 2008 - (Free Research)
Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy. 
(WHITE PAPER) READ ABSTRACT |

The future of Government operations: Digital citizen survey by ComputerWeekly.com

May 2012 - (Free Research)
This report from Accenture looks at the challenges facing the public sector in offering digital services. 
(IT BRIEFING) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(WHITE PAPER) READ ABSTRACT |

itelligence Support Advantage by itelligence, Inc.

March 2010 - (Free Research)
Watch this videocast as Scott Lachecki of North American Nutrition Companies talks about the benefits of itelligence Support Advantage and its on-demand SAP support. itelligence offers mid-market companies worldwide a range of both technical and functional SAP services, business expertise and expert support. 
(VIDEOCAST) READ ABSTRACT |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact

October 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results. 
(CASE STUDY) READ ABSTRACT |

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google

January 2009 - (Free Research)
This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users. 
(ANALYST REPORT) READ ABSTRACT |

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google Apps

January 2011 - (Free Research)
This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users. 
(ANALYST REPORT) 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 |

SIP contact centers: Key benefits and potential challenges by SearchSecurity.com

February 2012 - (Free Research)
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com. 
(EGUIDE) 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 |

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 |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) READ ABSTRACT |

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 |

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 |

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 |

Contact Center's Strategic Role Within Broader CEM Initiatives by Five9

March 2014 - (Free Research)
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now. 
(EGUIDE) 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 |

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data by Global Knowledge

June 2013 - (Free Research)
In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes. 
(WHITE PAPER) READ ABSTRACT |

Computer Weekly 6 December 2011: Read this week’s issue of the UK’s leading technology publication, featuring news on open data, cyber security and our social media awards by ComputerWeekly.com

December 2011 - (Free Research)
In this week's Computer Weekly, we examine the economic benefits of plans to release more government data for wider re-use by software developers. We announce the winners of our Social Media Awards, and hear what the IT industry thinks of the new UK cyber security strategy. Download the new issue now. 
(EZINE)

Is Your Outsourcing Strategy Under Your Control? by SearchDataCenter.com

October 2013 - (Free Research)
Proactive planning and evaluation can prevent common problems with IT outsourcing providers, keeping your data safe and ensuring your outsourcing venture is cost-effective. 
(WHITE PAPER) READ ABSTRACT |

The Business Case for Outsourcing to Vietnam by LogiGear Corporation

June 2011 - (Free Research)
This white paper provides a business case for considering Vietnam as an offshore outsourcing destination, and offers specific examples from the IT and software industries, including a US software testing firm with a facility in Vietnam. 
(WHITE PAPER) 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 |

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