Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support 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..

Contact Center Consumer Preference eBook by Avaya February 11, 2013 - (Free Research) You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.  (EBOOK) READ ABSTRACT |

The next wave of digitisation: setting your direction, building your capabilities by ComputerWeekly.com September 05, 2011 - (Free Research) Companies need to make significant investments in digital skills and technologies if they are to meet the needs of their customers, Booz&Co argues in this report.  (IT BRIEFING) READ ABSTRACT |

Customer-Centered Innovation: Driving Operational Excellence from the Outside-In by OpenText April 29, 2013 - (Free Research) Watch this webinar today to discover how Europ Assistance Group was able to further improve their customer-oriented culture. Find out how they improved customer service levels and operational efficiency while also delivering new business innovations that could fuel growth and higher profitability.  (WEBCAST) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 29, 2012 - (Free Research) Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.  (WHITE PAPER) READ ABSTRACT |

Unleash the Power of Marketing to Drive Innovation and Profit by SAS Institute Inc. October 11, 2011 - (Free Research) In this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it.  (WHITE PAPER) READ ABSTRACT |

New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now by Information Builders April 30, 2013 - (Free Research) Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world.  (WHITE PAPER) READ ABSTRACT |

Cloud Computing and the Cloud-Ready Data Center Network by Juniper Networks, Inc. October 11, 2009 - (Free Research) Juniper Networks was founded on the vision of connecting everything and empowering everyone. Establishing a relationship with a network partner like Juniper can help IT organizations reap the benefits of cloud computing and increase network effectiveness to meet current and future technological and business requirements.  (WHITE PAPER) READ ABSTRACT |

Smarter Customers, Smarter Commerce: Innovations in the Banking Industry by IBM April 13, 2012 - (Free Research) Banks today must reassess their business models and focus more on efficiency, data collection and risk management in order to stay competitive. Uncover a unique framework that can help meet your business objectives and allow for better data management in the highly regulated financial industry.  (WHITE PAPER) READ ABSTRACT |

Oracle Customer Experience: The Communication Experience by Oracle Corporation UK Ltd December 20, 2012 - (Free Research) In this brief video, discover how utilizing the right technology innovations can enable you to drastically improve the customer experience, foster loyalty, and ultimately grow your brand. Watch now to find out the advantages of using innovative technologies like mobile applications, loyalty points, and automated email reminders.  (VIDEO)

Open Source at Intel: Building with the Ecosystem by Intel Corporation September 03, 2009 - (Free Research) This brochure details how Intel works with Open Source software developers who can adopt, change and redistribute the underlying code, helping drive rapid technological innovation.  (BROCHURE)

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters May 31, 2007 - (Free Research) As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation.  (WHITE PAPER) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp. May 06, 2010 - (Free Research) In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.  (WHITE PAPER) READ ABSTRACT |

Top 10 Reasons Customers Choose SAP for Business Transformation by SAP America, Inc. January 01, 2006 - (Free Research) SAP is a customer’s company, whose organization is designed for, and encouraging of, innovation in all its aspects - from product development to product delivery to product implementation. Read this white paper to discover the top 10 reasons why customers choose SAP for their business transformation.  (WHITE PAPER) READ ABSTRACT |

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. June 22, 2011 - (Free Research) There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.  (WHITE PAPER) READ ABSTRACT |

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. January 24, 2012 - (Free Research) There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.  (WHITE PAPER) READ ABSTRACT |

Virtualization for Midsize Businesses: Keep your foot on the accelerator by IBM February 29, 2012 - (Free Research) Read this white paper to learn how midsize businesses need server virtualization to address data center challenges by increasing capacity, improving effectiveness with greater speed, flexibility, and reliability, and increasing cost efficiencies in both technological and human resources.  (WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys 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 |

Six Solutions for What's Keeping Executives Up at Night by Citrix Online- GoToAssist October 2011 - (Free Research) This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.  (WHITE PAPER) READ ABSTRACT |

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 2007 - (Free Research) Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability.  (WHITE PAPER) READ ABSTRACT |

Owens & Minor Migrates Off Mainframe to Windows to Enhance Customer Service, Improve Flexibility, and Drive Innovation by Micro Focus, Ltd December 2009 - (Free Research) Owens & Minor needed to modernize its existing, business-critical enterprise systems while retaining unique business logic. Maintaining the competitive advantage embedded in this business logic while reducing costs to enable re-investment in customer-led improvements was imperative.  (CASE STUDY) READ ABSTRACT |

Own your process, own your information, own your business with SOA by IBM December 2010 - (Free Research) This white paper details why building in business process management, information management and SOA governance across the enterprise is critical to SOA success. It also presents real-world examples of IBM customers that have done so and are now reaping the benefits of SOA, including service reuse, business agility and business transformation.  (WHITE PAPER) READ ABSTRACT |

How Technology is Changing the Role of Sales Professionals by DocuSign, Inc. September 2012 - (Free Research) Access this e-guide to gain expert insight into the changing role of the sales professional and find out the role technology has played in its evolution. Read on to learn how to establish an effective management strategy for the modern sales world, and discover what the experts predict the future hold for sales.  (EGUIDE) READ ABSTRACT |

Aligning Business and Insurance Technology, 2007 P&C Technology Survey Results by Fiserv Insurance Solutions April 2008 - (Free Research) In May 2007, Fiserv Insurance Solutions surveyed IT leaders at some of the leading property & casualty insurance carriers in the United States. From our second annual survey we see new trends developing and others that continue because of their...  (WHITE PAPER) READ ABSTRACT |

Market-based Government through Innovation: How Public Sector Leaders Are Improving Collaboration and Focusing on Citizens by IBM Line of Business February 2008 - (Free Research) This paper explores how enhancing collaboration among government groups, citizens and others can enable a more "market-based" approach to processes and can help improve service delivery.  (WHITE PAPER)

Maximising automation and the industrialisation of IT by ComputerWeekly.com December 2012 - (Free Research) This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management.  (ANALYST REPORT) READ ABSTRACT |

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