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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 17, 2010 - (Free Research)
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. 
(WHITE PAPER) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution

November 23, 2010 - (Free Research)
Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more. 
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Managing the WAN's Migration from Plumbing to Platform by CA Technologies.

December 2007 - (Free Research)
Fundamental shifts in WAN design are underway to achieve better management & security, while at the same time supporting emerging business application and network trends. Read this white paper to see how these shifts will impact your organization. 
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Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
(ASP & SOFTWARE PRODUCT)

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. 
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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 |

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
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Seven Trends Driving Effectiveness in the Contact Center by Avaya

April 2013 - (Free Research)
Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center. 
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Making Support Social: Turning Customer Engagement Into Customer Success by Consona Corporation

May 2010 - (Free Research)
Social media is fundamentally changing how businesses and their customers interact. In this paper, learn of some of the broad trends in social media, and then provide specific guidance on how to use social media to deliver support better, faster and cheaper. 
(WHITE PAPER) READ ABSTRACT |

Integrative CRM Enhances Midsize Business Agility and Performance by IBM

July 2012 - (Free Research)
This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival. 
(WHITE PAPER) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) 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 |

E-Book: CRM Trends and Tips for 2010 - Doing More With Less by IBM

December 2010 - (Free Research)
In this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less. 
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.

May 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 |

E-Guide: Harnessing Social Analytics by IBM

December 2012 - (Free Research)
In this e-guide, discover how social media analytics software leverages text analytics capabilities to reveal patterns, trends, and potential business problems within online discussions. 
(EGUIDE) READ ABSTRACT |

IBM Internet Security Systems X-Force® 2008 Mid-Year Trend Statistics by IBM

July 1967 - (Free Research)
Read this white paper to discover the implications, so you can enhance information security for the rest of 2008 and beyond. 
(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 |

Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML by West Interactive

July 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Developing for the Future - The New Trend for Hosted VXML by West Interactive

June 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(WEBCAST) READ ABSTRACT |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 
(EZINE)

Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience by Aspect

August 2010 - (Free Research)
This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience. 
(WHITE PAPER) READ ABSTRACT |

A 360° Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels by Verint Systems

November 2011 - (Free Research)
The way you strategize your customer service and interactions is changing thanks to abundance of ways for your customers to reach your business. Read this white paper to learn how to adapt to these changes. 
(WHITE PAPER) READ ABSTRACT |

Genesys Global Consumer Survey - 2007 by Genesys

March 2008 - (Free Research)
This survey highlights the importance of the contact center 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 |

The Social Customer Engagement Index by SAP America, Inc.

July 2011 - (Free Research)
This white paper provides the results of a survey of industry professionals about how they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers. 
(WHITE PAPER) READ ABSTRACT |

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