This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

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. 

This paper discusses using predictive analytics to improve customer satisfaction. 

Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization. 

For many years network administrators have expected security breaches to come from outside an organization or at the upper layers of the OSI model. This paper will focus on securing layer 2 switching at the access layer through port security and preventing denial of service (DoS) attacks at layer 2. 

This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance. 

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 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. 

Contact Zone is open-source extract, transform and load (ETL), and data quality software. Easily build and manage data transformations to cleanse, update, standardize and enrich contact information, helping reduce costs, improve communications and easily integrate enterprise data. 

This paper  examines the big picture when it comes to Multiprotocol Label Switching (MPLS), and what happens when a data packet traverses an MPLS cloud. 

Overlay transport virtualization (OTV) can help solve many of the challenges in today's increasingly virtualized and geographically dispersed data centers. Access this paper for a high-level overview of this technology and how it differs from the alternatives. 

A new approach to Business Process Management (BPM) is the use of BPM and SOA together in a layering strategy. This white paper explores the BPM layered concept and offers a case study of how ABN AMRO, one of the world's largest financial institutions, has benefited from its deployment.