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Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com March 11, 2013 - (Free Research) Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment  (ANALYST REPORT) READ ABSTRACT |

Genesys Global Consumer Survey - 2007 by Genesys March 27, 2008 - (Free Research) This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.  (WHITE PAPER) READ ABSTRACT |

New Opportunities for Business Intelligence: Seven Ways to Deliver a Superior Customer Experience Now by Information Builders April 30, 2013 - (Free Research) Customer service has a profound impact on profitability. And even more, you have to think about your reputation in this age of social media. Read this informative white paper analyzing seven exciting technology innovations that can empower businesses to optimize customer service in today's multi-channel world.  (WHITE PAPER) READ ABSTRACT |

Improving Customer Satisfaction through More Effective ICT Strategies by Alcatel-Lucent January 2008 - (Free Research) Companies that want to maintain a competitive edge, both now and in the future, are realizing that reactive customer interaction services must be replaced by a more proactive approach that recognizes the growing user-centricity of consumer ...  (ARTICLE) READ ABSTRACT |

Integrating multiple channels to build a single view of the customer by Genesys February 2013 - (Free Research) CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.  (EGUIDE) READ ABSTRACT |

Discover, deliver and set the right customer experience expectations by Genesys February 2013 - (Free Research) This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.  (EGUIDE) READ ABSTRACT |

The Forrester Wave: Project/Program Portfolio Management, Q4 2012 by Rally Software December 2012 - (Free Research) In this detailed white paper, discover what Forrester experts have to say about the major PPM trends and vendors. Explore key takeaways and findings on everything from business agility to agile development and one-size-fits-all approaches to PPM, as well as detailed breakdowns of vendor strengths and weaknesses.  (WHITE PAPER) READ ABSTRACT |

Benefits Management: How to increase the business value of your IT projects by ComputerWeekly.com February 2013 - (Free Research) This book extract explains how organisation can uses benefits management techniques to increase the value of IT projects to the business.  (BOOK) READ ABSTRACT |

ERP vs. Project Based Solutions - Which Is Right For You? by IFS January 2012 - (Free Research) In this white paper, learn why enterprise resouce planning (ERP) systems are emerging as an alternative to project-based solutions (PBSs).  (WHITE PAPER) READ ABSTRACT |

ERP vs. Project Based Solutions - Which is Right for you? by IFS October 2010 - (Free Research) Project-based business practices are now being embraced and applied to a far greater spectrum of business ranging from manufacturing to service industries. Read on to learn the trends driving this change, what it means for industrial companies, and how PBS, a new type of ERP, can allow executives to intelligently navigate these uncertain waters.  (WHITE PAPER) READ ABSTRACT |

How Manufacturers Can Use Project ERP to Weather Tough Times by IFS May 2009 - (Free Research) This paper discusses how an organization can Survive poor economic conditions with strategic thinking and use of Project ERP by managing a downturn like a variance in a project.  (WHITE PAPER) READ ABSTRACT |

CIO Decisions E-Zine: PPM: Validating the Value of IT by SearchCIO.com April 2013 - (Free Research) This e-zine breaks down how PPM tools and best practices simplified project management and justified IT project service delivery and costs.  (EZINE) READ ABSTRACT |

Introduction to Requirements - The Critical Details That Make or Break a Project by Global Knowledge December 2008 - (Free Research) This whitepaper will discuss the various kinds of information technology requirements, their importance, the different requirement types, the concept of requirements engineering and the process for gathering requirements.  (WHITE PAPER) READ ABSTRACT |

ITIL V3 and the PMBOK® - Distinct but Complementary by Global Knowledge December 2008 - (Free Research) This white paper examines the IT Infrastructure Library Version 3® (ITIL V3®) and the Project Management Body of Knowledge (PMBOK).  (WHITE PAPER) READ ABSTRACT |

Implementing ITIL Using the PMBOK Guide in Four Repeatable Steps by Global Knowledge January 2006 - (Free Research) This white paper provides an overview of the PMBOK® and the key process areas and functions within the IT Infrastructure Library.  (WHITE PAPER) READ ABSTRACT |

Program and Project Management Services: Trusted Advisors and Proven Leadership for your SAP® Solutions by SAP America, Inc. September 2010 - (Free Research) This paper explores SAP Project Management Services. Read on to learn how comprehensive project management services from SAP Consulting reduce total cost of ownership, accelerate time to value, and unleash the full potential of SAP investments, whether you’re introducing or upgrading SAP software or rolling out new functionality.  (WHITE PAPER) READ ABSTRACT |

What CFOs Should Ask their Software Development Leaders by IBM September 2011 - (Free Research) This paper illustrates a new way of thinking about the funding of IT software projects, one that considers funding in terms of investment, and value as an expansive, longitudinal variable.  (WHITE PAPER) READ ABSTRACT |

CA White Paper: Getting Started with a Project Management Office (PMO) by CA Technologies. September 2007 - (Free Research) This paper contains practical insights and best practices for better IT project delivery. It details ways of moving from an ad-hoc approach to a more effective process by implementing a project management office (PMO).  (WHITE PAPER) READ ABSTRACT |

CA White Paper: Evolving the Maturity Level of Your Project Management Office (PMO) by CA Technologies. September 2007 - (Free Research) In the pursuit of improving IT project delivery, many companies tend to focus primarily on the process but might overlook a crucial step: benchmarking effectiveness.  (WHITE PAPER) READ ABSTRACT |

Gartner: Magic Quadrant for IT Project and Portfolio Management by CA Technologies. June 2009 - (Free Research) The IT project and portfolio management market remains active in an adverse global economy. This year's Magic Quadrant acknowledges emerging IT planning and control and application portfolio management integration support, two (but not the only) routes for expanding PPM systems. Read this Gartner report for more.  (ANALYST REPORT) READ ABSTRACT |

CA Clarity Project and Portfolio Management by CA Technologies. March 2010 - (Free Research) Watch this in-depth product demo to learn how CA Clarity works. This project and portfolio management solution enables users to view all projects, programs, services, assets, and applications in a collection of portfolios.  (PRODUCT DEMO) READ ABSTRACT |

Debenhams Significantly Frees Up Staff by Simplifying IT Project Management with CA Clarity PPM by CA Technologies. December 2008 - (Free Research) Read this case study to learn how Debenhams' Project Management Office has reduced report creation time by more than 90% using CA Clarity™ Project & Portfolio Manager. The CA solution also helps Debenhams to identify ineffective IT projects earlier on in the lifecycle to save resources and money.  (CASE STUDY) READ ABSTRACT |

Genius Project4Domino (GP4D) by Genius Inside September 2008 - (Free Research) Genius Project4Domino is an easy-to-use, Lotus Notes and web-based project management solution. Use the virtual workplace to manage projects and processes, where internal and external people can be involved. Register for our free trial.  (TRIAL SOFTWARE)

CollabNet TeamForge Hosted Project by CollabNet January 2010 - (Free Research) CollabNet TeamForge helps distributed teams by centralizing assets and tools, creating transparency and enabling collaboration.  (TRIAL SOFTWARE)

JIRA 4.1.2 by Atlassian August 2010 - (Free Research) IT Problem: JIRA provides issue tracking and project tracking for software development teams to improve code quality and the speed of development. Combining a clean interface for organising issues with customisable workflows, JIRA is the perfect fit for your team.  (DOWNLOAD)

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