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Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact December 03, 2009 - (Free Research) Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.  (WHITE PAPER) READ ABSTRACT |

Weighing your call center hosting options by inContact December 17, 2009 - (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.  (PODCAST) READ ABSTRACT |

A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc. December 14, 2009 - (Free Research) In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.  (WHITE PAPER) READ ABSTRACT |

Podcast: Integrating Customer Contact Preferences into your CRM System by Gryphon Networks December 14, 2009 - (Free Research) This podcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.  (PODCAST) READ ABSTRACT |

Integrating Customer Contact Preferences into your CRM System by Gryphon Networks December 14, 2009 - (Free Research) This webcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.  (WEBCAST) READ ABSTRACT |

CRM Whitepaper: Using Business Rules to Increase Opportunities for Upsell, Cross-Sell and Customer Satisfaction by IBM November 30, 2009 - (Free Research) This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences.  (WHITE PAPER) READ ABSTRACT |

Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact December 03, 2009 - (Free Research) This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.  (WHITE PAPER) READ ABSTRACT |

HEALTHsuite® - Claims Processing Software by RAM Technologies, Inc. HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.  (ASP & SOFTWARE PRODUCT)

Getting your requirements right: Collaborate with Stakeholders to Work Smarter by IBM May 26, 2009 - (Free Research) This white paper considers the changing focus of the requirements space and how requirements definition differs from requirements management. A business analyst's struggles with defining requirements using common office software and tools are related. Finally, a requirements definition solution is introduced and discussed.  (WHITE PAPER)

Rational Requirements Composer by IBM September 11, 2009 - (Free Research) Download a free trial of IBM Rational Requirements Composer V1.0.0.1, a requirements definition tool for organizations seeking easy to use elicitation and definition tools that enhance their ability to create the right requirements for their projects and drive improved quality, speed, and alignment across the IT lifecycle.  (TRIAL SOFTWARE)

Ten steps to better requirements management by IBM October 01, 2008 - (Free Research) Requirements definition and management is an activity that has the potential to deliver a high, fast ROI. This white paper explains the characteristics of a good requirement and presents ten steps to better requirements management. Read on to learn how better requirements translate into easier, higher quality projects.  (WHITE PAPER) READ ABSTRACT |

Storage Explained: Cloud Storage Defined by 3PAR October 06, 2009 - (Free Research) Cloud storage is a rapidly growing technology. Read this paper for the latest definitions of cloud storage and cloud service and to more closely examine cloud storage benefits and offerings.  (TECHNICAL ARTICLE) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.  (WHITE PAPER) READ ABSTRACT |

Mobile Contact List for Blackberry Smartphones Is the Right Insurance for Busy Financial Institution by BlackBerry February 26, 2009 - (Free Research) City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue.  (CASE STUDY) READ ABSTRACT |

Presentation Transcript: Inside The Cloud, Key Security Factors When Considering Managed Services by AT&T Corp December 14, 2009 - (Free Research) This Presentation Transcript offers an overview of the cloud computing landscape as it relates to information security. Few organizations realize the vast and inherent risks that cloud computing presents, including data exposure, data loss, and a compromised infrastructure.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Making Sense of Archiving by QStar Technologies, Inc. December 09, 2009 - (Free Research) This videocast gives an in-depth explanation of archiving practices, and explains how various approaches can maximize specific areas of archiving, from eDiscovery optimization to meeting compliance regulations.  (VIDEO) READ ABSTRACT |

Inside the Cloud: Key Security Factors when Considering Managed Services by AT&T Corp December 04, 2009 - (Free Research) This video offers an overview of the cloud computing landscape as it relates to information security. Few organizations realize the vast and inherent risks that cloud computing presents, including data exposure, data loss, and a compromised infrastructure. View this video for detailed risk factors and how to secure cloud based services.  (VIDEO) READ ABSTRACT |

Find, Qualify, and Close More Business Faster With a Free Trial of ZoomInfo by ZoomInfo May 19, 2009 - (Free Research) In today's economy, it is important to take every step you can to ensure sales effectiveness, which includes knowing who to contact and having accurate and helpful information about their company. You can get all this and more with this free trial of ZoomInfo.  (DEMO)

6 Steps to Enterprise Resource Planning Implementation Success by IFS January 2007 - (Free Research) Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity.  (WHITE PAPER) READ ABSTRACT |

IT Excellence: Achieving Optimised Business Outcomes by SAP AG February 2007 - (Free Research) Information technology is ubiquitous in organizations, but what distinguishes top-notch IT from merely adequate IT? Read this article written by the Economist, to learn how leading companies enable IT to perform optimally.  (WHITE PAPER) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company) May 2006 - (Free Research) The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices.  (WHITE PAPER) READ ABSTRACT |

Blackberry Enterprise Server v4.1 Service Pack 6 by BlackBerry August 2008 - (Free Research) The BlackBerry Enterprise Solution provides push-based access to email; calendar, contacts, tasks and notes; instant messaging; web-based applications and services and enterprise applications.  (WEBCAST) READ ABSTRACT |

Architecting Enterprise Social Computing for Business Value by NewsGator Technologies October 2008 - (Free Research) This paper builds a model of enterprise social computing by analyzing business goals. It builds the architectural components and the relationships between them by starting from a basic definition of social computing and the most common goals.  (WHITE PAPER) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.  (WHITE PAPER) READ ABSTRACT |

Scale Out Storage Architecture: Reaching for the Cloud by Forsythe November 2009 - (Free Research) Organizations concerned about IT budgets, need to be prepared to discuss cloud storage in the near future. The reality is that there are already enterprises using cloud storage effectively. Is it the answer for your organization? It might be--and the intent of this paper is to provide definitions, considerations and insights.  (WHITE PAPER) READ ABSTRACT |

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