Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how. 

Analytics offer insight and can help you make better, smarter decisions - both of which can enable positive customer experiences. In today's wide-open business environment, customers have plenty to choose from. This paper explains why using analytics to your advantage is key to fostering successful customer relationships. 

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. 

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. 

This expert white paper establishes the ultimate IT security goal: the most reliable preventative and detective security system possible with the least amount of capital expenditure. From common sense solutions to revolutionary concepts, instructor James Michael Stewart challenges IT pros to explore his methods of saving money on company security. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

This week’s Computer Weekly examines research that suggests CEOs want to invest in IT more than ever, but still see CIOs as technical experts and not business people. We review SQL Server 2012 and ask if Microsoft's database software is catching its competitors as well as concluding our Buyer's Guide to data security. 

This paper is based on a SearchSoftwareQuality.com presentation, “Optimizing the Application Testing of Your Siebel CRM Environment,” sponsored by HP and Infosys. 

Check out this expert E-Gudie to explore cutting edge backup methods to combat data growth, and how to significantly reduce your backup window without spending a dime. 

Rising security breaches cost UK billions over the last 12 months as cyber attacks reached record levels, according to the 2012 Information Security Breaches survey. 

This white paper covers the business and technology reasons behind customers' continued choice of Oracle Database for their Siebel Applications deployments. 

This white paper explores the best practices for modernizing all facets of your backup and recovery architecture in a fashion that suits your budget and established processes. Read now to learn more.