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

Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization. 

This 2012 benchmarking survey from ESI assesses the role of the Project/Programme Management Office (PMO), its development to full-blown maturity and value to the business.   

This paper explores the tools Cisco provides to simplify mass deployments of the VPN Client. The two methods are discussed: the creation of an installation CD-ROM and network-based installations. I will explain how to reduce calls to the Help Desk by locking users out of advanced configuration functions in the user interface. 

This technical brief explains how you can prove the identity of the other party in an e-transaction or exchange of information and also describes why Quest’s Defender is an excellent solution to help you accomplish this. 

This expert e-guide outlines strategies for combining virtual server backup methods with traditional approaches for a more comprehensive VM backup system. Discover tips that will protect your virtual environment at no extra cost. 

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. 

This white paper explores the various methods of data integration that can help an organization find a solution that fits its specific business needs. Read on to learn more. 

Discover two VM backup methods that can get your server back online in minutes. This expert e-guide outlines these essential approaches for faster recovery time. 

<p>With so many attack techniques and vectors in addition to emerging technologies, traditional antimalware methods cannot keep up. This videocast takes a look at malware today including how attackers are getting in, and offers expert insight into architectural options for malware prevention and how to build an approach that best fits.</p> 

Addresses need for high reliability and data sync to multiple device platforms. Avoids need for a DBA, and reduces development effort by simplifying performance optimisation and back end connectivity. Works with standard development tools and languages. 

There is a common expectation among forward-looking companies that through the use of information technology new ways of working can be created that will enhance workplace conditions with such an effect as to improve employee satisfaction levels, increase productivity and ultimately impact positively upon company performance.