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

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 webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. 

This special eight-page report from Computer Weekly analyses the challenges facing Microsoft, its financial performance, the services it offers, its place in the IT market and its future strategy. 

In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs. 

General-purpose PDAs and ruggedized enterprise mobile computers are made for separate markets, designed for different tasks, and vary by their size, weight and materials. But the biggest difference between these device types is their total cost of ownership (TCO). This white paper explains how your business can get TCO as low as possible. 

This paper outlines the critical requirements - reliability and availability, scalability, security, and performance - of an SMB messaging environment and describes and end-to-end messaging solution that meets those requirements. 

This case study outlines how Medtronic, the largest medical technology company in the world, successfully managed to transfer large amounts of data from Excel to SAP with minimal error or SAP downtime. Read this paper to learn how Medtronic achieved its user productivity goals for maximum business gain. 

This white paper discusses key ways to boost the bottom line impact of your service organization. Read on to learn about an all-in-one system that streamlines resource allocations, optimizes service resources, improves customer service and more. 

Access this invaluable resource to discover 7 HP products that can enable business to meet Payment Card Industry (PCI) Data Security Standard (DSS) compliance regulations. 

Many of the risks of moble devices are similar to those of traditional spyware, Trojan software, and insecurely designed apps. However, mobile devices are not just small computers. They are designed around personal and communication functionality which makes the top mobile applications risks different from the top traditional computing risks. 

Read this expert e-book by BI visionary Wayne Eckerson and gain insight into the growing adoption rates of big data technology and learn why companies are finally recognizing its many benefits. Eckerson offers a comparison of open-source options and analytical platforms, and also dives into an analysis on the varying types of processing systems.