Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		Building the Advanced Call Center with SAP Webcast by SAP America, Inc.. Join other call center executives and SAP to learn about an important SAP software offering: SAP Business Communications Management, which focuses on call center processes, more... >> Discover more offerings from SAP America, Inc..
		Parature's Online Customer Service Software & Solutions by Parature Inc.. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they more... >> Discover more offerings from Parature Inc..

Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Samsung France Consolidates Outsourced Call Centers onto Hosted CosmoCall Universe Platform by CosmoCom Inc May 2008 - (Free Research) Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

ServiceCEO Enterprise--Multi-site Service Organization Management by Insight Direct (E-mail this company) ServiceCEO Enterprise enables you to have total control over your multi-site service organization, all using one centralized database. It is perfect for the franchisor that needs to handle multiple companies, locations, and/or branches. You'll be able to be more efficiently and with fewer people—meaning you'll be able to run it more profitably.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Workforce Optimization: Combining People, Processes and Technologies by CRMindustry.com (E-mail this company) August 2004 - (Free Research) While delighting customers is of the highest priority for customer service-driven businesses, it's not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

CosmoCom Consolidates VisitBritain’s Highly Distributed Global Contact Center by CosmoCom Inc May 2008 - (Free Research) A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom Inc May 2008 - (Free Research) Consolidation 2.0 is a call center strategy that eliminates unnecessary duplication of resources and efforts, improves efficiency, reduces costs, and increases customer satisfaction. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

IFS Applications - Supply Chain Management by IFS Increase your margins by controlling your costs and turn your strategy into reality. Our supply chain management software will enable you to master the three key disciplines of cost, availability and quality.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Measuring Service Effectiveness by Numara Software April 2008 - (Free Research) This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard. (WEBCAST) READ ABSTRACT | GO TO WEBCAST

The Multi-Channel Call Center Agent - Reality or Myth? - an AberdeenGroup Report sponsored by Astute Solutions by Astute Solutions (E-mail this company) April 2007 - (Free Research) Read how AberdeenGroup's research, which represents a strong cross-section of industry, clearly shows that Best-in-Class companies are moving to multiple channel agent support. To achieve this, companies should look at implementing the recommendations found in this white paper. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals. (ANALYST REPORT) READ ABSTRACT | GO TO ANALYST REPORT

Customer Data Integration Tool's Fuzzy Search Helps Clear up Call Center Confusion by Dun and Bradstreet March 2008 - (Free Research) After more than a decade’s worth of acquisition Corporate Express discovered they had more than two dozen separate customer data systems running throughout the company. Learn how this top B-2-B Office Supplies vendor was able to streamline operations and save money using Purisma’s Customer Data Integration tool. (ARTICLE) READ ABSTRACT | GO TO ARTICLE

Benefits Administration Challenges during M&A Events by Workscape June 2008 - (Free Research) To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Support Customer Calls with Innovated Interactive Voice by Genesys Co. March 2008 - (Free Research) Companies are supporting customers in new ways by combining self and assisted customer services. Explore how speech self-service can build your company's brand and provide long-term success by achieving targeted customer satisfaction and ROI goals. (WEBCAST) READ ABSTRACT | GO TO WEBCAST

Four Critical Elements of Retail Supply Chain Success by HighJump Software. May 2008 - (Free Research) This white paper details four key insights into the critical role of supply chain management in retail success. Explore the steps necessary to leverage supply chain management technology to better meet customer demands. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

ePowerCenter - Customer Relationship Management and Interaction Solution by Astute Solutions (E-mail this company) ePowerCenter is an award-winning CRM customer service and support, contact center automation, and interaction management solution designed to address the unique needs of consumer-focused companies and their contact centers. It is behind high-impact technical and business results at Global 1000 companies across numerous vertical markets.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

DevPlan - Project Planning for Application and Product Development by TechExcel, Inc. (E-mail this company) DevPlan is designed exclusively for Application Lifecycle Management and unites project tracking and issue management, providing managers a much clearer status view. Gain complete control over all development projects from design planning to implementation & increase team efficiency & collaboration.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Simplify Access to Emergency Support & Referral Information with ComCare by Terida Systems (E-mail this company) ComCare is a web enabled search & retrieval system that makes it easy to access emergency support information and all pertinent information regarding community, state, or provincial resources for the public & private sector. Your constituents can search by keyword and additional criteria that put them in touch with the right provider.  (ASP) GO TO DETAILED REPORT

Whatever Happened to Service? by SERVICEPower. June 2008 - (Free Research) After investigating the market, Quality Store selected an integrated retail scheduling system from SERVICEPower that provides guaranteed client and customer service results. (CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Workforce Management: Optimizing Performance for Superior Customer Service by CRMindustry.com (E-mail this company) March 2004 - (Free Research) Of the myriad pressures faced by call center managers in today's customer-centric business environments, staffing remains the most challenging. It's no wonder that up to 75% of call center costs revolve around personnel. These challenges are forcing contact center managers to seriously consider the way they manage their workforces. (WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

OASIS Property and Casualty; Claims Processing System by Delphi Technology, Inc. (E-mail this company) OASIS P&C is a component-based, fully integrated insurance processing system, that supports full-service property and casualty insurance companies; third party claims administrators; and self-insured entities competing in today's vigorous markets.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

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