This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

Watch this 10 minute video to hear Brian Madden, blogger, and Alan Panezic, VP of Enterprise Product Management from RIM, discuss the new offerings BlackBerry is giving to make sure employers and employees are happy with their mobile device capabilities. 

Microsoft Exchange Server 2010 offers improved support scalability, reliability, and availability, but its changes do impact existing installations. Learn how to make a smooth transition and optimize performance based on Microsoft recommendations for highly available deployments. 

In this expert E-Guide, brought to you by SearchServerVirtualization.com and Dell, you will discover how to balance the storage and networking demands of today's virtual environments. 

This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. 

There are many advantages to deploying firewalls behind Application Delivery Controllers. This white paper will show how you can implement ADCs in a "firewall sandwich" to improve availability, scalability, and manageability across the IT infrastructure. 

Most organizations with application performance issues haven't developed the process and organization to take advantage of application delivery technologies many already own. Gartner outlines three phases to help IT organizations deliver better application performance. 

In this article, Kaplan, of Harvard Business School, and Norton, founder and director of the Palladium Group, explain how to effectively manage both strategy and operations by linking them tightly in a closed-loop management system, which comprises five stages. 

Governments today are focusing on the practice of continuous monitoring as a means to providing the much needed balance between data access and protection. In this paper, learn more about continuous monitoring, including what is it and why it’s needed, guidelines for implementing it, key capabilities of an effective solution, and more.