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The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 14, 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

New Insider Threat Emerges in the New Economy by Lumension

February 02, 2009 - (Free Research)
Learn how employees and partners are engaging with IT assets and intellectual property. 
(WHITE PAPER) READ ABSTRACT |

5 Reasons Environmental Sensors are used in all Modern Data Centers by Raritan Inc.

March 25, 2014 - (Free Research)
This whitepaper offers five reasons you should consider implementing environmental sensors in your data center. 
(WHITE PAPER) READ ABSTRACT |

Enterprise Data Services in SOA using ODI Suite by Oracle Corporation

February 01, 2009 - (Free Research)
This whitepaper will demonstrate why Data Services are a foundation requirement for enterprise SOA deployments by describing just how valuable, and complex, business data is for the businesses that rely on it. 
(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 |

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 |

Contact Center Security in the Cloud: Questions to Ask & Answers to Expect by LiveOps

October 2011 - (Free Research)
Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks. 
(WHITE PAPER) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

Business Case for Integrated Unified Communications and Contact Center Solution by ShoreTel

June 2010 - (Free Research)
In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates. 
(WHITE PAPER) READ ABSTRACT |

Case Study: The Push For Simple, Cost-effective PCI Compliance by Dell SecureWorks UK

July 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Security: Moving to the True Cloud by LiveOps

December 2010 - (Free Research)
Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established. 
(WHITE PAPER) READ ABSTRACT |

Productivity Squared: The Benefits of Exchange and Lync Server 2013 Integration by Global Knowledge

September 2013 - (Free Research)
Significant changes in the architectures of and a wide array of new features in the Wave 15 versions of Lync 2013 and Exchange 2013 make these innovative products with industry-changing consequences. This white paper discusses the specific features and enhancements that complement both of the products and facilitate integration. 
(WHITE PAPER) READ ABSTRACT |

Eight Ways to Boost Workforce Efficiency and Quality with Continuous Workforce Optimization by Genesys

March 2014 - (Free Research)
To ensure high quality, engaging customer interactions, continuity between front office, back office, and other supporting divisions is key. Many organizations are turning to workforce optimization (WFO) tools to optimize efficiency, and savvy companies are looking to integrated solutions to deliver the most benefits. 
(WHITE PAPER) READ ABSTRACT |

Cisco Training: June – December 2010 by Global Knowledge

July 2010 - (Free Research)
In this training guide you’ll learn: Routing and Switching, Unified Communications and Contact Center, Security, Data Center and Storage, Unified Wireless, Optical Networking, Service Providers and so much more. 
(TRAINING GUIDE) READ ABSTRACT |

Implementing a Telecommuting Program by Avaya Inc.

January 2008 - (Free Research)
This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. 
(WHITE PAPER) READ ABSTRACT |

Best Practices for BlackBerry Administrators by BlackBerry

August 2008 - (Free Research)
This whitepaper discusses best practices for managing your BlackBerry Enterprise Server running on Lotus Domino. Take a tour of the administrative features and tools that can make your job easier. This session is a must for any BlackBerry administrator. 
(WHITE PAPER) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) READ ABSTRACT |

Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

Seven Blueprints for Contact Center Modernization by Genesys

March 2014 - (Free Research)
Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
(WHITE PAPER) READ ABSTRACT |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 2012 - (Free Research)
This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success. 
(WHITE PAPER) READ ABSTRACT |

Four Steps Toward Virtualizing Your Contact Center by Genesys

January 2013 - (Free Research)
Customer experience is a key differentiator for businesses today, and as a result contact centers must manage to improve service quality while also doing more with less. Creating a virtual contact center allows companies to achieve both goals, by increasing efficiency while reducing total cost of ownership. 
(WHITE PAPER) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

Advanced Technologies Key to Next-Gen Contact Centers by LogMeIn, Inc.

March 2014 - (Free Research)
Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools 
(EGUIDE) READ ABSTRACT |

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider by Aspect

January 2014 - (Free Research)
Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution? 
(WHITE PAPER) READ ABSTRACT |

A More Social Contact Center by LogMeIn, Inc.

March 2014 - (Free Research)
This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy. 
(EGUIDE) READ ABSTRACT |

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