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. 

Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels. 

Following nine other surveys, the BI Survey 10 analyzed the platforms of six of the largest BI vendors and asked 2,961 organizations across 80 countries many of the same questions as previous years. Read this now and learn how organizations view certain aspects of their BI tools, such as response time, performance, business benefits and more. 

Rising security breaches cost UK billions over the last 12 months as cyber attacks reached record levels, according to the 2012 Information Security Breaches survey. 

The Embarcadero Developer Survey was conducted throughout the months June and July 2010 and encompasses responses from a wide array of application developers worldwide. The purpose of the survey was to collect information about the top developer trends, challenges, key initiatives, and current tools being used. 

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. 

In 2010, what are your plans for server virtualization? What key feature is most important to you when evaluating virtualization technologies for your organization? Take this survey to contribute your thoughts on server virtualization for SMBs! 

<p>Uncover the three phases of wireless site design and learn how your organization can deploy an efficient wireless network with the help of site surveying. </p> 

Public sector organisations are experiencing increasing levels of economic crime, including cybercrime, and are particularly at risk from being defrauded by their own employees and their suppliers, according to findings from PwC’s latest Global Economic Crime Survey. 

Explore the impact of business intelligence in provider settings, and the results of the SearchHealthIT.com reader survey, in this exclusive report. 

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.