Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc.. Build your CRM system so it is flexible enough to quickly respond to changing customer needs and business challenges to sustain a competitive advantage and enjoy a profitable more... >> Discover more offerings from SAP America, Inc..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Epicor®Vista™ – Job Shop & Make-to-Order ERP Solutions by Epicor Software Corporation. Epicor Vista is a world-class, integrated manufacturing and accounting solution for emerging manufacturers, job shops or make-to-order departments of large enterprises. Vista is loaded with innovative tools that will help you take control of estimating, orders, scheduling, costing, inventory, quality and much more.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support Solution by Extraview Corporation (E-mail this company) As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support solution by Extraview Corporation. ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Information Team Delivers Reliable Customer Contact Information with Daimler Chrysler's Customer/Owner Information Network (COIN) by Pitney Bowes Group 1 Software May 2008 - (Free Research) DaimlerChrysler needed to consolidate their multiple operational databases into one set of data stores to join disparate data and achieve an accurate single customer view.  (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals.  (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Advanced Professional Services Automation / Project Portfolio Management by Unanet Technologies (E-mail this company) Unanet PSA/PPM software is an earned value management system that improves resource scheduling and forecasting, project management, project portfolio management, project accounting, timesheets and expense reports for government contractor, professional services, advanced technology, and Fortune 100 internal services organizations.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Lighting Company Secures Critical Business Information with Cisco's Unified Communications by Cisco Systems, Inc February 2008 - (Free Research) Kichler Lightning enlists Cisco® Unified Communications and Cisco Self-Defending Network to secure and expand the reach of business-critical information.  (WEBCAST) READ ABSTRACT | GO TO WEBCAST

Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Enterprise Benefits of Real-Time Contact Center Performance Management by Genesys Co. July 2008 - (Free Research) Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co. June 2008 - (Free Research) This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software. September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Using Real-Time Information to Improve Contact Center Performance by Genesys Co. May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.  (PODCAST) READ ABSTRACT | GO TO PODCAST

Increase First Contact Resolution: The Key to Superior Support by Citrix Online-GotoAssist July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.  (WEBCAST) READ ABSTRACT | GO TO WEBCAST

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys Co. March 2008 - (Free Research) Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

E-Book: Making Real-time Information a Reality in the Contact Center by Genesys Co. September 2008 - (Free Research) This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.  (E-LEARNING TUTORIAL) READ ABSTRACT | GO TO E-LEARNING TUTORIAL

Genesys Global Consumer Survey - 2007 by Genesys Co. March 2008 - (Free Research) This survey highlights the importance of the contact centre experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center by Infor. March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys Co. June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Extraordinary Customer Service by Avaya, Inc June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys Co. September 2008 - (Free Research) This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.  (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Implementing a Telecommuting Program by Avaya, Inc June 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 | GO TO WHITE PAPER

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