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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...
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Foglight - Application Management to Unify IT and the Business by Dell Software.
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WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc..
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A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect

December 31, 2013 - (Free Research)
Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy. 
(WHITE PAPER) READ ABSTRACT |

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data by Global Knowledge

June 21, 2013 - (Free Research)
In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes. 
(WHITE PAPER) READ ABSTRACT |

Social Media Analytics Software Pulls Useful Info out of Online Muddle by IBM

March 14, 2013 - (Free Research)
In this white paper, see how unstructured and semi-structured data analytics are changing the relationship of businesses to their social media consumer bases. 
(EGUIDE) READ ABSTRACT |

Increasing the efficiency of case file coordination in social services by IBM

June 15, 2011 - (Free Research)
Social service agencies are experiencing challenges with manual processes. Advanced case management strategies are being implemented to streamline these processes and foster greater insight, collaboration and decision-making capabilities. This white paper explains how one such solution allows you automate these processes to elevate processing. 
(WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation

 
(SOFTWARE PRODUCT)

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online by Microsoft

August 23, 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. 
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Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service by eGain Communications Corp.

December 01, 2003 - (Free Research)
Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment. 
(WHITE PAPER) READ ABSTRACT |

SAP Workforce and Scheduling Optimization Demo by ClickSoftware

August 12, 2009 - (Free Research)
Watch this demo to learn how SAP Workforce and Scheduling Optimization can help offer better customer service, which leads to customer loyalty which ultimately leads to higher profits by allowing you to manage service scheduling and dispatching, support Mobile service operations, schedule service appointments, monitor service operations, and more 
(WEBCAST) READ ABSTRACT |

The Perfect Combo: ITIL, I.T. Service Management, and Social Media by BMC Software, Inc.

August 20, 2012 - (Free Research)
Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction. 
(WHITE PAPER) READ ABSTRACT |

ExaGrid Systems Named Champion in Disk Backup Vendor Landscape by Info-Tech Research Group by ExaGrid Systems, Inc.

February 07, 2012 - (Free Research)
As a Disk Backup Champion, ExaGrid received the highest rating from Info-Tech Research Group for its exceptional product architecture and overall vendor score highlighting the company’s ‘exemplary’ strategy and strong viability, reach and channel. Read on to learn more. 
(WHITE PAPER) READ ABSTRACT |

Social Media Moves into Mainstream IT Service Management by CA Technologies.

August 24, 2011 - (Free Research)
This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc. 
(WHITE PAPER) READ ABSTRACT |

Real Time Service Visualization For Your NOC by InfoVista Corporation

July 06, 2011 - (Free Research)
This whitepaper offers a solution to help the operations manager deal with these complex demands. See how you can isolate, diagnose, and resolve the issues that impact service management. 
(WHITE PAPER) READ ABSTRACT |

Case Study: Providing Top-Notch Customer Service With the Latest Communications Technologies by Cisco Systems, Inc.

July 15, 2013 - (Free Research)
This informative case study examines how a full-service financial institution utilized a collaboration platform to meet a broad set of requirements, including high availability and scalability, intelligent call routing and integration with email and existing solutions. 
(WHITE PAPER) READ ABSTRACT |

How TCO Benefits Make Cloud Computing a No-Brainer for Many SMBs and Mid-Market Enterprises (2013) by NetSuite

February 28, 2013 - (Free Research)
This resource analyzes the economic benefits of cloud computing in the ERP and CRM space, and details how embracing the cloud can be a competitive differentiator for SMBs. 
(WHITE PAPER) READ ABSTRACT |

Dimensional Research: Uncovering the Business Value of IT Service Management: Five Ways HP Service Manager Can Make You a Hero by Hewlett-Packard Company

February 28, 2013 - (Free Research)
Access this research report that discusses how 11 different customers deployed HP service manager to improve their ITSM strategy. Discover the results they achieved and how your organization could similarly benefit. 
(WHITE PAPER) READ ABSTRACT |

IBM Tivoli Service Request Manager White Paper by IBM

January 15, 2010 - (Free Research)
This IBM white paper will show you how you can help your organization manage incidents and problems, restore critical services, and minimize service desk calls in this white paper. 
(WHITE PAPER) READ ABSTRACT |

Sybase PowerDesigner for information architecture by Sybase, an SAP company

April 16, 2012 - (Free Research)
<p>This paper explains how modeling information architecture (IA) can help reduce the costs associated with data management. Read this now and learn about the benefits of implementing IA and how Sybase's option offers modeling support for database design and enterprise architecture.</p> <p> </p> 
(WHITE PAPER) READ ABSTRACT |

Network Optimization: Achieving Success and Profitability in Field Service by SERVICEPower

February 2008 - (Free Research)
A key element and requirement for optimization is the ability to manage field resources. 
(WHITE PAPER) READ ABSTRACT |

Best Buy Supports New Line of Business and World-Class Sales Force by Microsoft

August 2010 - (Free Research)
In this case study you’ll learn how Best Buy for Business considered several options, including expanding its internally developed retail application, adopting a hosted CRM solution through Salesforce.com, or implementing Microsoft Dynamics™ CRM. In the end, the solution was clear. 
(CASE STUDY) READ ABSTRACT |

PGI halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies by CA Technologies.

December 2011 - (Free Research)
Keeping up to date with the latest technology is crucial to maintain a competitive edge but with lengthly IT provisioning processes can delay the time-to-market for customer products.  Read this white paper to learn how one company created a cloud-based approach that facilitated business growth by cutting costs and increasing services quality. 
(WHITE PAPER) READ ABSTRACT |

The Potential ROI of a Remote Support Solution via the SaaS Model Presentation Transcript by GoToAssist

June 2009 - (Free Research)
Increased productivity, better customer interactions and quicker response times are all benefits of using SaaS-based remote support solutions. But how do you quantify these savings? This presentation transcript will address the real dollar savings of using this model and the potential for ROI. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Implementing Intel vPro Technology to Drive Down Client Management Costs by Intel Corporation

December 2008 - (Free Research)
Intel IT offers guidelines for achieving quick returns and long term value with Intel vPro technology based on our experience in the first year of a multi-year deployment program. 
(WHITE PAPER)

HSBC Calculates Improved IT Support Productivity and Patch Management by Intel Corporation

April 2009 - (Free Research)
In this ROI investigation , HSBC Mexico can look forward to driving improved operating efficiencies across their IT support model, with a projected positive ROI of 605% and a break-even point achieved in 2 months, while serving as a foundation to drive worldwide adoption and savings through the use of Intel vPro technology. 
(WHITE PAPER)

One-Stop Shop: Best Practices to Streamline your Service Desk by Nimsoft, Inc.

September 2011 - (Free Research)
Your service desk should be the one stop shop for internal and external customers. But, in order for IT to be the orchestrator of knowledge and the service catalog, you need to provide excellent service and quick response times. Watch this webcast and discover the most current recommendations for service delivery and management best practices. 
(WEBCAST) READ ABSTRACT |

Outperforming in a data-rich, hyper-connected world by IBM

August 2012 - (Free Research)
This paper outlines the results of a survey conducted amongst more than 1,100 executives across nine industries in 64 countries on their ability to capture data, share insights and take actions based on what they learn. Read this now to discover how other companies are harnessing and handling their data and learn how you can follow a similar path. 
(WHITE PAPER) READ ABSTRACT |

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