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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...
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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 |

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

July 2012 - (Free Research)
To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient. 
(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 |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more. 
(EBOOK) READ ABSTRACT |

A contact center manager's guide to integrating self-service by inContact

May 2011 - (Free Research)
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook. 
(EBOOK) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
(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 |

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 |

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 |

SAP Business Communications Management Rapid-Deployment Solution by SAP America, Inc.

March 2011 - (Free Research)
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits. 
(WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems

April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value. 
(WHITE PAPER) READ ABSTRACT |

Developing for the Future - The New Trend for Hosted VXML by West Interactive

June 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(WEBCAST) READ ABSTRACT |

The Business Case for Desktop Integration: A practical solution with rapid ROI by Cicero Inc.

June 2009 - (Free Research)
This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results. 
(WHITE PAPER) READ ABSTRACT |

Change Management Best Practices for the Engineering and Construction Industry by Oracle Corporation

April 2009 - (Free Research)
The purpose of this white paper is to highlight best practices of identifying and managing changes that might occur on a construction project, and provide a process to effectively manage changes on construction projects. 
(WHITE PAPER) READ ABSTRACT |

Enterprise Data Services in SOA using ODI Suite by Oracle Corporation

February 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 |

Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML by West Interactive

July 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(PRESENTATION TRANSCRIPT) 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 |

How Cloud-Based Contact Centers Improve Customer Experience by Genesys

March 2013 - (Free Research)
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies 
(WHITE PAPER) READ ABSTRACT |

Automating Customer Contact Centers to Gain Agility and Analytic Insights by Genesys

June 2014 - (Free Research)
This informative white paper explores the components, advantages, and use cases for a virtual contact center. It also includes a checklist of 9 must-have virtual contact center features, so you know what to look for when evaluating a technology. 
(WHITE PAPER) READ ABSTRACT |

Five Simple Strategies to Make Your Contact Center a Success by Genesys

June 2014 - (Free Research)
View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success. 
(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 |

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 |

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. 
(BOOK) 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 |

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