This white paper describes how today's end-to-end IT Service Management software can help you take control of the key business functions critical to most IT solution providers. Continue reading to learn more. 

This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. 

In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs. 

The new economics of terminal emulation enables organizations to cut costs from the IT infrastructure while continuing to provide users with a productive, innovative, fully de-risked and supported working environment. 

<p>Many companies view cloud computing as a replacement for their traditional IT systems, but this new technology can actually supplement existing infrastructures. This white paper explores the relationship between virtualization and cloud computing and reveals the essential characteristics that define each of these IT models.</p> 

This paper aims to explore the role and relevance of organisations in a future defined by economic uncertainty, changing workforce demographics, globalisation and rapid developments in social and business technologies. 

Generation Y is rapidly entering the workforce, bringing with it the most technology-literate set of workers ever employed. They don’t want to be locked down and restricted – they want flexibility and the freedom to use their own devices and familiar social tools in their jobs. That presents a whole new set of risk management challenges. 

This paper details 6 examples of leading global companies' HR departments that are at the forefront of workforce management strategies. Read this and learn how Four Seasons enables its employees to assist guests anytime, anywhere, or how Zappos.com aligns its organization around the company's 10 core values to offer exceptional customer service. 

Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers. 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives. 

Juniper Research defines mobile banking as  “the provision of banking services to customers on their mobile devices”: specifically we mean in the vast majority of instances “the operation of bank current and deposit or savings accounts”. 

Web chat and SMS offer ways for enterprises to broaden channel support and personalize customer service without spending on complex solutions. While both solutions offer business benefits via customer outreach and support capabilities, they are currently two separate solutions.