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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...
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Making the IVR Work for You and Your Customers with Self Service Differentiation by inContact

August 11, 2011 - (Free Research)
This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations. 
(VIDEO) READ ABSTRACT |

Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 22, 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
(WHITE PAPER) READ ABSTRACT |

Center for Charter Schools at Central Michigan University Uses DocAve to Migrate Mission-Critical SharePoint Data by AvePoint, Inc.

February 04, 2010 - (Free Research)
The Center for Charters at CMU needed a unified platform upon which to collaborate effectively, store digital assets efficiently, and maintain industry compliant audit histories. Read this case study to learn how they used DocAve SharePoint Migrator for a hassle-free migration into MOSS with no metadata loss. 
(CASE STUDY) READ ABSTRACT |

Inside India: Indians View Their Automotive Future by IBM Line of Business

June 2008 - (Free Research)
A study of the Indian auto industry from University of Michigan Transportation Research Institute's Automotive Analysis Division and the IBM Institute for Business Value. 
(WHITE PAPER)

Neverfail Ensure Continuous Care at Alpena Medical Arts by Neverfail

May 2013 - (Free Research)
This case study details how one rural health clinic located in northeast Michigan implemented a disaster recovery/business continuity solution that provides the highest of availability so they can properly serve their community. 
(CASE STUDY) READ ABSTRACT |

Making the Most of Your Application Availability by EMC Corporation

November 2013 - (Free Research)
J.P. Jackson, an Application Performance Manager for the state of Michigan, tells all in this expert e-guide on application security and early performance testing. Discover his tips for application availability and best practices for making the most of limited resources. 
(EGUIDE) READ ABSTRACT |

Solution Spotlight: Gaining Effective Productivity In Release Management by IBM

March 2014 - (Free Research)
"Developers are always surprised when they see how [poorly] their applications perform under load," said J.P. Jackson, a project manager for the State of Michigan. Too often, performance testing happens after the fact, in response to user complaints that the software runs too slowly. So how can this be avoided? 
(EGUIDE) READ ABSTRACT |

Borgess Health Maximizes Reimbursement with Clinician-to-Clinician Approach by Nuance

January 2014 - (Free Research)
This brief case study magnifies the importance of improving physician engagement and creating more clinically accurate documentation to maximize reimbursement. 
(CASE STUDY) READ ABSTRACT |

CIO Decisions E-Zine: PPM: Validating the Value of IT by SearchCIO.com

April 2013 - (Free Research)
This e-zine breaks down how PPM tools and best practices simplified project management and justified IT project service delivery and costs. 
(EZINE) READ ABSTRACT |

MidMichigan Health - Case Study by VMware, Inc.

January 2012 - (Free Research)
This case study examines how MidMichigan Health reduces costs and makes it fast and easy for clinicians to access medical records and healthcare applications so they can spend more time with patients. 
(CASE STUDY) READ ABSTRACT |

Desktop Virtualization in K-12 Schools: Reducing costs, saving time and delivering anytime, anywhere access for students and staff by VMware, Inc.

August 2011 - (Free Research)
This paper will show how desktop virtualization can positively position educational institutions for the future, enabling them to reduce expenses through hard dollar savings and time efficiencies while delivering the experience that students, faculty and staff need and desire. 
(WHITE PAPER) READ ABSTRACT |

Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML by West Interactive

July 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Developing for the Future - The New Trend for Hosted VXML by West Interactive

June 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(WEBCAST) READ ABSTRACT |

Self-Service Performance Analytics Creates Greater Customer Engagement by Genesys

June 2014 - (Free Research)
This white paper illustrates how to leverage analytics and business intelligence (BI) to gauge channel success and the performance of self-service options in the contact center. Discover how BI analytics embedded into IVR enables you to improve customer experiences, eliminate frustrations, and optimize your interaction processes. 
(WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys

June 2008 - (Free Research)
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

Automating Your Call Center Feedback by Mindshare Technologies

March 2008 - (Free Research)
The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations. 
(WHITE PAPER) READ ABSTRACT |

Enhancing customer experience: first, do no harm by Avaya

June 2011 - (Free Research)
By reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful. 
(WHITE PAPER) READ ABSTRACT |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact

October 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results. 
(CASE STUDY) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

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 |

Improve Your Customer Experience and Call Center with Mobile Applications by Genesys

June 2014 - (Free Research)
Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations. 
(WHITE PAPER) READ ABSTRACT |

Ensuring brand-building customer experiences with inContact ECHO survey software by inContact

January 2011 - (Free Research)
This featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices. 
(WHITE PAPER) READ ABSTRACT |

Supporting a Multichannel Contact Center by Verint Systems

February 2013 - (Free Research)
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle. 
(EGUIDE) READ ABSTRACT |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies

April 2012 - (Free Research)
This paper discusses first contact resolution and the offerings for measuring success with FCR. 
(WHITE PAPER) READ ABSTRACT |

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