Service-oriented architecture (SOA) enables different programs, applications, and tools to interact via self-contained services that do not depend on the context or state of the other service. This white paper provides insight into the top-four worst practices for SOA integration, and how to avoid and/or overcome these worst practices. 

This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates. 

Access this case study to learn how a university implemented the BlackBerry® Mobile Voice System solution to increase customer satisfaction, decrease number of missed calls and simplify IT needs. 

If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. 

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. 

The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. 

The CRM buying process can be reduced to a set of 10 steps that will help you pare down the field of potential solutions to a few vendors who are the best fit. This guide will allow you to move through 10 sets of steps. 

This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want. 

This paper examines an array of solutions for SAP customers to optimize the Order-to-Cash processes in ways that contain costs and achieve optimum organizational efficiency, high customer retention and successful cash management. 

Enteo has developed a full set of integrated products to manage each step in the system lifecycle; together, they comprise the most efficient solution portfolio in the area of system management today. 

Access this case study to learn how a hotel developed an application to help coordinates guest requests among employees for addressing things like getting new towels or replacing light bulbs. 

Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term. 

Team interaction is an essential component of job success. Often, the creation of teams can lead to communication breakdown and conflict. Learn to identify positive versus negative conflict and how each can impact on your project. This paper also includes a behavioral quiz to help you determine the health of your team.