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..

Enterprises Reap the Rewards of Modernizing Their ERP Systems - IDC Research by SAP America, Inc. August 2008 - (Free Research) This white paper outlines strategies for organizations considering upgrading or replacing their enterprise resource planning systems in order to handle business growth, streamline internal processes, and leverage technology innovation.  (WHITE PAPER) READ ABSTRACT |

Streamlining Systems Management: Red Hat Provides The University of Southern Mississippi With Time-Saving Solution by Red Hat and JBoss July 2009 - (Free Research) Managing close to 80 physical servers with limited technical resources can quickly become a challenge for any organization. learn how USM's IT team turned to Red Hat's 'Satellite' to provide a reliable, advanced, open source systems management solution to ease their systems management challenges.  (CASE STUDY) 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 |

Eight Strategies for First Rate Customer Service by Cisco Systems, Inc. February 2008 - (Free Research) This paper provides eight strategies for creating a relationship with your customers that will keep them coming back.  (WHITE PAPER) READ ABSTRACT |

ImageMC++ by Viking Software Solutions ImageMC++ is a highly advanced solution designed to maximize the auto-adjudication of claims. The rapid availability of electronic image and data, coupled with extensive rules-base processes, accelerates the handling of those claims that do not immediately auto-adjudicate and improves the efficiency of customer service functions.  (SOFTWARE PRODUCT)

Supply Chain Management in Kraft by Board International June 2008 - (Free Research) In order to maintain its market leadership, Kraft Food's products should reach their destinations faster and faster, but in the most effective way.  (CASE STUDY) READ ABSTRACT |

Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution by Hewlett-Packard Company February 2010 - (Free Research) In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.  (WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation   (SOFTWARE PRODUCT)

Implementing a Telecommuting Program by Avaya Inc. January 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.  (WHITE PAPER) READ ABSTRACT |

Oracle Advanced Customer Services: Solution Support Center by Oracle Corporation February 2008 - (Free Research) The Oracle Solution Support Center, Oracle's most comprehensive Advanced Customer Service, is the best way to protect mission-critical operations and drive business success.  (WEBCAST) 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 |

Accelerators for WebSphere Portal Deliver SOA Business Value by IBM Software Group March 2008 - (Free Research) This demonstration shows how accelerators for IBM WebSphere Portal Server help an organization effectively deal with a critical Customer Service situation.  (WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems April 2008 - (Free Research) By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.  (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 |

TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service™ Software by Parature, Inc. August 2008 - (Free Research) In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%.  (CASE STUDY) READ ABSTRACT |

Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry by Adobe Systems, Inc. November 2008 - (Free Research) Adobe eLearning solutions enable enterprises to deploy rapid, real-time training for CSRs while helping them correlate training effectiveness with business results.  (WHITE PAPER) READ ABSTRACT |

Customer Service as a Competitive Advantage: IBM Enterprise Content Management Solutions in Insurance by IBM March 2008 - (Free Research) This paper explains how to excel at customer service using the best tools for the task.  (WHITE PAPER)

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems April 2008 - (Free Research) As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.  (WHITE PAPER) READ ABSTRACT |

VW Credit, Inc. by Aspect March 2008 - (Free Research) Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.  (CASE STUDY) READ ABSTRACT |

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc. September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT)

The Total Economic Impact of CA Technologies’ Business Service Insight Solution by CA Technologies. December 2011 - (Free Research) Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more.  (WHITE PAPER) READ ABSTRACT |

Tableau Customer Case Study by Tableau Software August 2008 - (Free Research) While researching for flexible and interactive reporting tools, Ferrari and Maserati of North America's were discouraged by the complexity and cost of the BI solutions available, so to overcome with it they deployed Tableau Desktop solution.  (CASE STUDY) READ ABSTRACT |

Empowered Customers Drive Collaborative Business Evolution by IBM May 2012 - (Free Research) Read this groundbreaking new study, conducted by Forrester Consulting on behalf of IBM, to understand how empowered customers are changing the way business is doing business—today and in the future.  (WHITE PAPER) READ ABSTRACT |

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