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

This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. 

Most organizations strive for efficiency because it ties to cost savings and better performance, while helping to anchor competitive advantages. However, improving efficiency requires organizations to continually seek new methods of managing increasingly complex business processes. 

<p>Many firms are now planning to run mission critical workloads on public cloud, according to this research from Forrester and BMC.</p> 

Big businesses are planning to grow their mainframe computer capacity despite the downturn  this survey of 1,347 large mainframe users worldwide by BMC Software reveals. 

For the 11th year in succession, the Airline IT Trends Survey tracks the key technology trends in the airline industry. It demonstrates the role that the survey’s global benchmarks play in underlining the importance of IT within the airline industry, while also stimulating debate in boardrooms worldwide about the way ahead. 

This report, the second in a series of studies looking at the impact emerging online applications have on B2B technology marketing, finds that blogs and Real Simple Syndication (RSS) are catching on more quickly than previously thought. 

Today's organization are demanding more advanced SIEM solutions based on the number of users – and the variety of user types – who have to analyze, investigate and administer security events. In this short video, gain insight from the President and CEO of Sensage as he explores these requirements and the necessity for a new interface of SIEM. 

The problem with becoming too comfortable with built-in SQL Server monitoring tools is that they're often used after problems have already arisen. Read this paper to discover how event notifications and extended events can help you drill down into SQL Server and proactively monitor your databases. 

This UBM TechWeb research study sponsored by Syncsort confirms that backup has become increasingly challenging for IT professionals as new technologies such as virtualization and the cloud emerge, and data continues along a hockey-stick growth trajectory. Check out this analysis of the survey results to learn more. 

Access this issue now and examine how SIEM is leading the charge in building a coordinated view of security-related information and event integration (including integrating fraud detection data and network access control technologies to name a few) and uncover new strategies for developing an enhanced SIEM capability and more. 

This report discusses content strategies and preferences from the unique perspectives of both the B2B technology buyers and marketers.