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..

Listen and Learn - Improving Operations by Utilizing Customer Feedback by Mindshare Technologies March 05, 2008 - (Free Research) Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.  (WHITE PAPER) READ ABSTRACT |

The Rise, Fall and Rise of Branch Banking by IBM March 2008 - (Free Research) If you want to see bottom line results then reinvigorate by optimizing information assets and business processes across your enterprise.  (WHITE PAPER)

Cisco IBSG Global Research Reveals New Ways for Banks To Prosper in an Omnichannel World by Cisco Systems, Inc. August 2012 - (Free Research) Banking customers worldwide are ready for an omnichannel experience – are you ready to give it to them? This resource describes the concept of omnichannel banking, why your customers need it, and why you shouldn't wait to offer it to them.  (WHITE PAPER) READ ABSTRACT |

Enhancing Constituent Perceptions with CRM for Public Sector: Advancing Beyond Efficiency and Service Improvements by SAP America, Inc. September 2010 - (Free Research) By using a CRM strategy with software solutions, government agencies can achieve a host of benefits when it comes to streamlining business processes and analytical capabilities. Read on to learn how By enabling such CRM processes, governments can build communication campaigns that help shape the public’s perceptions and advance the value delivered.  (WHITE PAPER) READ ABSTRACT |

Solving the Distributed Data Problem by IBM July 1967 - (Free Research) Companies need to reevaluate traditional methods of protecting branch office and PC data such as tape backups and other localized do-it-yourself solutions. Read this white paper to learn about remote on-demand services.  (WHITE PAPER) READ ABSTRACT |

The State of IT Systems Management by Kaseya August 2010 - (Free Research) This white paper is the culmination of the survey results, painting a complete and accurate picture of the most common IT issues affecting IT professionals and Kaseya’s solution to solving these problems.  (WHITE PAPER) READ ABSTRACT |

VoIP Without Hype: What Businesses Need to Know by Fonality Inc. August 2010 - (Free Research) It’s important to approach VoIP with your eyes wide open – to understand the technology involved, the investment required, and an affordable migration path to VoIP that will deliver value to your business, both short- and long-term, without compromising the quality of your communications. Read this paper to find out more.  (WHITE PAPER) READ ABSTRACT |

Legacy Tools: Not Built for Today's Helpdesk by LogMeIn, Inc. January 2012 - (Free Research) Explore the challenges of a remote and mobile workforce and find out information to choosing new helpdesk support tools to meet the needs of all your employees.  (WHITE PAPER) READ ABSTRACT |

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online by Microsoft August 2010 - (Free Research) Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge.  (VIDEO) READ ABSTRACT |

Debenhams Significantly Frees Up Staff by Simplifying IT Project Management with CA Clarity PPM by CA Technologies. December 2008 - (Free Research) Read this case study to learn how Debenhams' Project Management Office has reduced report creation time by more than 90% using CA Clarity™ Project & Portfolio Manager. The CA solution also helps Debenhams to identify ineffective IT projects earlier on in the lifecycle to save resources and money.  (CASE STUDY) READ ABSTRACT |

Taneja - Riverbed Extends from WAN Optimization to Edge Virtual Server Infrastructure by Riverbed Technology, Inc. December 2011 - (Free Research) Taneja Group explores how Riverbed Technology has identified a critical challenge that limits IT performance in highly distributed customer environments.The report profiles the new Steelhead EX + Granite appliance, combining a true "branch-office box" virtualized hardware platform with a first-of-its-kind block storage technology. Download now.  (WHITE PAPER) READ ABSTRACT |

Accelerate Business Through a Cost-efficient Virtual Workforce: Citrix Transforms IT into an On-Demand Service for Virtual Workers by Citrix May 2009 - (Free Research) This white paper defines a virtual workforce, describes the challenges and requirements that organisations face when supporting a virtual workforce, and explains how Citrix solutions can address these requirements and scale accordingly to foster and support future growth.  (WHITE PAPER) READ ABSTRACT |

Hosted Contact Center Market Report: DMG Consulting by LiveOps March 2011 - (Free Research) Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.  (ANALYST REPORT) READ ABSTRACT |

Live Help: Global Consumer Views & Trends Live Voice and Live Chat by Art Technology Group (ATG) June 2010 - (Free Research) This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. Continue reading this report to learn more about the consumer views and trends of voice and live chat.  (WHITE PAPER) READ ABSTRACT |

The MSP Report Advantage by N-able Technologies December 2012 - (Free Research) Discover why professional, standardized reports have emerged as a key success factor for many MSPs and IT services providers, helping prove relevance and demonstrate the value of service delivered to their clients. View now to learn how such reporting can help you gain the title of "Trusted Advisor."  (WHITE PAPER) READ ABSTRACT |

Cognos Business Intelligence for Report Authors by IBM January 2012 - (Free Research) Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."  (VIRTUAL SEMINAR) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect August 2010 - (Free Research) This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.  (WHITE PAPER) READ ABSTRACT |

Virtual Workforce: The Key to Expanding the Business While Cutting Costs by Citrix June 2009 - (Free Research) This paper focuses on the key benefits virtual workforces bring to a business as well as the three key initiatives to focus on to overcome both business and IT challenges.  (WHITE PAPER) READ ABSTRACT |

Legacy Tools: Not Built for Today's Helpdesk by LogMeIn, Inc. September 2009 - (Free Research) This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs.  (WHITE PAPER) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (WHITE PAPER) READ ABSTRACT |

The Next-Generation Contact Center by Aspect October 2012 - (Free Research) Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.  (WHITE PAPER) READ ABSTRACT |

Customer Experience: Empowering People. Powering Brands. by Oracle Corporation UK Ltd December 2012 - (Free Research) Research shows that 86% of customers will pay up to 25% more for a great customer experience, but only 1% report that their expectations are being met. Read this paper to learn about next-generation customer experience management technologies and strategies from Oracle that enable you to effectively connect, engage, and service your customers.  (DATA SHEET)

Customer Experience for Service: Oracle Commerce Solutions by Oracle Corporation UK Ltd December 2012 - (Free Research) Phenomenal customer service has never been more critical. A 2011 CEI report shows that 89% of customers will stop doing business with a company after a single bad experience. Inside this resource, learn more about the role of customer service in delivering a great customer experience and find out what strategies market leaders are using.  (WHITE PAPER)

Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement by SAP America, Inc. October 2012 - (Free Research) Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.  (WHITE PAPER) READ ABSTRACT |

Extraprise CRM Support Survey Report by Extraprise Group, Inc. August 2008 - (Free Research) This white paper summarizes the results of the survey that was conducted at the Oracle Applications User Group's COLLABORATE 08 conference in April 2008.  (WHITE PAPER) READ ABSTRACT |

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