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First Contact Resolution by Pegasystems

May 10, 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

Gartner: What CIOs should know about cloud‑based customer service by ComputerWeekly.com

November 25, 2013 - (Free Research)
IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner. 
(ANALYST BRIEF) READ ABSTRACT |

Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology

May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. 
(WHITE PAPER) READ ABSTRACT |

Make the Most of Your Customer COE: A 3-Step Approach by SAP America, Inc.

June 2010 - (Free Research)
To achieve effective objectives and drive effective Application Lifecycle Management, an organization must transform its Customer COE by enhancing the value it delivers to the business. Read this paper to learn so much more. 
(WHITE PAPER) READ ABSTRACT |

The EMA All-Stars in Enterprise Systems Management for 2008 by CA Technologies.

March 2008 - (Free Research)
Analyst firm EMA has released the results of their first ever All-Stars in Enterprise Systems Management for 2008 report, covering 18 different systems management disciplines. 
(WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations. 
(ASP & SOFTWARE PRODUCT)

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 |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

Customers Standardize on Oracle Database 11g (Reference Booklet) by Oracle Corporation

December 2010 - (Free Research)
This customer reference booklet contains a sampling of real business results that organizations around the world, in a variety of industries, have achieved by upgrading and standardizing on Oracle Database 11g.  We hope you find these success stories helpful in learning how Oracle can help you achieve your business and IT objectives. 
(WHITE PAPER) READ ABSTRACT |

Using enterprise architecture to develop a blueprint for improving your energy efficiency and reducing your carbon footprint by IBM

December 2008 - (Free Research)
This whitepaper is about enterprise architecture as it pertains to finding and maximizing the business value in greener operations. Higher energy efficiency and a smaller carbon footprint are obvious areas of interest for any business, but how do you balance these goals with productivity, customer service, and all your other business concerns? 
(WHITE PAPER) READ ABSTRACT |

Verint Solutions in Action AAA Washington: A Case Study by Verint Systems

April 2008 - (Free Research)
ULTRA and ULTRA analytics have equipped AAA Washington to more readily meet its compliance requirements and customer experience objectives. 
(CASE STUDY) READ ABSTRACT |

Cisco WAN Optimization for Citrix XenDesktop by Cisco Systems, Inc.

December 2011 - (Free Research)
Access this whitepaper to learn about an optimized solution that mitigates the effects of the WAN and ensures customers can realize their business objectives. 
(WHITE PAPER) READ ABSTRACT |

CARCO Delivers Higher Customer Satisfaction and Saves $1 Million with NetApp by NetApp

December 2011 - (Free Research)
Holtsville, New York-based CARCO Group Inc. and its three divisions provide investigative, fraud detection, and risk mitigation services to large corporations, producing more than two million reports each year. This case study explores how CARCO deployed NetApp unified storage to support their virtualized infrastructure and file workloads. 
(WHITE PAPER) READ ABSTRACT |

Three Must Haves for the Virtual Data Center by Dell Compellent

January 2009 - (Free Research)
To take full advantage of server virtualization, and create a true virtual data center, IT departments need a holistic storage solution that allows fully shared resources, easy and automated storage classification and migration and complete data protection. Read this white paper for three "must haves" to achieve those objectives. 
(WHITE PAPER) READ ABSTRACT |

Optim Data Growth Solution for Oracle's PeopleSoft Enterprise by IBM

IBM's Optim™Data Growth Solution for Oracle's PeopleSoft Enterprise provides proven archiving capabilities. Now you can align continuous control of your PeopleSoft data with business objectives to optimize performance, mitigate risks and control costs. 
(SOFTWARE PRODUCT)

A Functional Model for Data Management by Baseline Consulting

May 2009 - (Free Research)
This paper examines how organizations are using a holistic data management perspective to optimize data usage regardless of where the information resides. It shows how when information is shared across the enterprise, business decisions are more robust, and decision makers have access to the widest array of input, with the greatest quality. 
(WHITE PAPER) READ ABSTRACT |

INFORMATION FOR SUCCESS: Enterprises Standardize on Oracle Database 11g by Oracle Corporation

September 2011 - (Free Research)
This customer reference booklet contains a sample of real business results that organizations around the world, across a variety of industries, have achieved by upgrading and standardizing on Oracle Database 11g. 
(WHITE PAPER) READ ABSTRACT |

Network Boost: control all data in your network and accelerate your data exchanges by Orange Business Services

April 2009 - (Free Research)
This quick Flash presentation gives us an overview of Network Boost, a turn-key networking solution that offers application acceleration tools that are focused on achieving performance objectives. 
(PRODUCT OVERVIEW) READ ABSTRACT |

Gwinnett Medical Center Relies on HP to Help Meet Care Goals: Leverages HP Storage and Server Solutions to Manage Growth and Costs by Hewlett-Packard Company

January 2009 - (Free Research)
In this case study you will learn the approach of Gwinnett to team with HP and other business technology leaders to develop and deploy innovative new solutions that promote quality care, cost efficiencies and service continuity. 
(CASE STUDY) READ ABSTRACT |

Business Service Management by ASG Software Solutions

Business Service Management (BSM) solutions can effectively be defined as the fusion of IT and business needs, Successfully employed, they will empower IT with the necessary tools to increase overall business value. 
(SOFTWARE PRODUCT)

Configuration and Change Management for IT Compliance and Risk Management by Tripwire, Inc.

November 2007 - (Free Research)
This white paper discusses key issues surrounding configuration management and compliance, such as the IT department's need to lower costs, increase management flexibility and control, and increase responsiveness to business needs and requirements. 
(WHITE PAPER) READ ABSTRACT |

Using Oracle BI with Oracle E-Business Suite by Noetix Corporation

August 2008 - (Free Research)
This webcast gives an overview of the Oracle E-Business Suite and demonstrates how to integrate Oracle BI suite with the Oracle EBS using Noetix software offerings. 
(WEBCAST) READ ABSTRACT |

Strategic Data Center Transformation: Clouds, Tiers and Virtualization Converge for a Service Centric Model by GlassHouse Technologies (UK) Ltd.

March 2011 - (Free Research)
Data centres today are undergoing a dramatic shift in terms of the design objectives, technology options and configurations, and functional requirements. This GlassHouse white paper discusses a comprehensive strategy consisting of key interdependent elements that need to be thoughtfully planned. 
(WHITE PAPER) READ ABSTRACT |

Optimizing the Data Center for Cost and Efficiency by Dell India

April 2009 - (Free Research)
The current state of the datacenter demands a transformation that helps in improving space utilization and lowering power consumption while still providing the scale and availability the business requires. Read this report to learn how your organization can optimize data center efficiency and lower costs. 
(WHITE PAPER) READ ABSTRACT |

VMworld Europe Case Study:  Bull SAS by ComputerWeekly.com

November 2012 - (Free Research)
Bull SAS collaborated with suppliers to build a private cloud platform capable of keeping sensitive data secure. 
(CASE STUDY) READ ABSTRACT |

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