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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more...
>> Discover more offerings from SAP America, Inc..

Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc.

March 2006 - (Free Research)
As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments. 
(WHITE PAPER) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

TiVo Reduces Call Center Costs by Google Search Appliance

November 2010 - (Free Research)
Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video. 
(VIDEO) READ ABSTRACT |

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic. 
(WHITE PAPER) READ ABSTRACT |

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 |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation

November 2008 - (Free Research)
This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. 
(WHITE PAPER) READ ABSTRACT |

Finding and Fixing VoIP Call Quality Issues by WildPackets, Inc.

August 2008 - (Free Research)
This white paper examines the various factors that can lead to poor VoIP call quality and how a network administrator can use WildPackets® OmniPeek™ Enterprise to pinpoint issues and keep the VoIP network running smoothly and efficiently. 
(WHITE PAPER) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems

April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value. 
(WHITE PAPER) READ ABSTRACT |

GFI FAXmaker by GFI Software

GFI FAXmaker is the leading enterprise quality fax server when it comes to reliability, ease of use and administration, and price. 
(SOFTWARE PRODUCT)

Network Foundation - Cisco 1700 Series by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies. 
(HARDWARE PRODUCT)

The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

Selecting VoIP for Your Enterprise by Global Knowledge Network, Inc.

December 2004 - (Free Research)
Voice over Internet Protocol is the future of enterprise telecommunications. Find out if VoIP is the right choice for your company right now. Discover the benefits VoIP has to offer and how to overcome potential pitfalls during deployment. 
(WHITE PAPER) READ ABSTRACT |

VW Credit, Inc. by Aspect

March 2008 - (Free Research)
Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling. 
(CASE STUDY) READ ABSTRACT |

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
(WHITE PAPER) READ ABSTRACT |

Enterprise Resource Planning Software: Taking the Plunge by VAI, Vormittag Associates, Inc.

March 2009 - (Free Research)
Check out this white paper to discover the many benefits of Enterprise Resource Planning (ERP) software. 
(WHITE PAPER) READ ABSTRACT |

TechNet Webcast: Lync for Mobile Devices (Level 200) by Microsoft

May 2012 - (Free Research)
This webcast explores the many productivity-boosting features found in the Microsoft Lync 2010 mobile clients. optimized for mobile connectivity, this will help your mobile workers communicate more easily than ever before, even while on the go. 
(WEBCAST) READ ABSTRACT |

Five Calls to Make When Developing a Mobile Learning Strategy by SkillSoft Corporation

June 2011 - (Free Research)
Welcome to the exciting (and confusing) world of mobile learning. What are the five calls to make when developing a mobile learning strategy? Find out in this white paper. 
(WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9

May 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. 
(EGUIDE) READ ABSTRACT |

The City of Vancouver's Information Services Grows to Better Meet Needs of Employees and Residents by Calabrio, Inc.

April 2014 - (Free Research)
The call center for the City of Vancouver's 3-1-1 line (city information services) was experiencing a 20 percent year-over-year call volume growth rate. They needed a way to handle the increased call volume, without sacrificing quality service or employee satisfaction. 
(CASE STUDY) READ ABSTRACT |

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys

September 2008 - (Free Research)
This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals. 
(WHITE PAPER) READ ABSTRACT |

Avaya CS 1000: Defining Calling Line Identification Numbers by Global Knowledge

May 2013 - (Free Research)
This white paper describes a two-part process used to define CLID information for both emergency and non-emergency calls. The first part involves defining the number(s) that will be sent to the called party. The second part of the process involves assigning the CLID entry to an analog telephone or to a key on a digital or IP telephone. 
(WHITE PAPER) READ ABSTRACT |

Unified Communication Manager - Class of Service by Global Knowledge

February 2013 - (Free Research)
This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations. 
(WHITE PAPER) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize Its Call Center Operations by AMD and VMware, Inc.

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. 
(WHITE PAPER) READ ABSTRACT |

Dialing for Dollars: Nine Tips on Call Prospecting by Cisco Systems, Inc.

January 2011 - (Free Research)
The truth about effective call prospecting is that it’s a numbers game: the more calls you make, the better your chance of attaining customers. Just one customer could be enough to make your sales numbers. Continue reading this paper to learn nine tips for effective calling. 
(WHITE PAPER) READ ABSTRACT |

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