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. 

This white paper details the security features in each layer of Oracle’s integrated end-to-end solution stack, including infrastructure, database, middleware and application security, as well as the economic benefits of deploying a defense-in-depth strategy. 

The Oracle Exalogic Elastic Cloud is designed for maximum performance and reliability. Read this white paper to learn how most applications will experience a significant performance improvement if you choose to leverage this system. 

Oracle Exalogic Elastic Cloud Software is a specific set of enhancements made to the core Oracle Fusion Middleware products to optimize their performance on Exalogic. Read this paper for a software overview. 

Learn about the technical components of Oracle WebLogic Suite to create an infrastructure layer that pools and dynamically provisions the resources on which business applications and SOA run.  Download this free, compelling white paper now.   

In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time. 

Consolidation, outsourcing and cloud computing are just a few of the business initiatives driving IT organizations to focus on data security. Companies have moved beyond securing the network perimeter and made strengthening security controls around data a top priority. Read this whitepaper to learn more. 

Application grid brings the same type of efficiency, scalability, and quality of service to the application layer that database clusters brings to the database layer. With an application grid you get greater efficiency, exceptional agility, and superior quality of service. Download this free white paper now. 

Typical IT departments feature islands of isolated infrastructure, leading to inefficient use of servers. The "application grid" concept allows data centres to run more efficiently, using less hardware and less software. This paper explains. 

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 paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.