This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

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

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

In the Fall 2011 issue of IT in Europe, Manek Dubash explores how open-source storage could be the key to breaking the chains of vendor lock-in. 

Data center infrastructure management (DCIM) offers data center managers countless benefits as it brings facilities and IT together to achieve increased availability, efficiency, and cost savings. Access this white paper to discover what components make up an enterprise-grade DCIM strategy and what to look for in a DCIM vendor. 

Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies. 

Because perceptions of converged infrastructure (CI) often vary in the IT industry, HP and Intel contracted Forrester Consulting to survey IT decision-makers internationally on benefits and barriers to implementation of CI. Learn the results of that survey in this white paper. 

This health care IT decision checklist provides facilities with a buyer's guide as well as valuable tips and recommendations for finding the right EHR vendor. 

Independent software vendors (ISVs) that embed DataDirect drivers can leverage DataDirect’s expertise to improve data connectivity.  Using DataDirect helps them reduce cost and risk so they can focus on innovation and competitive advantage. 

Read this white paper to learn who the vendor leaders in the small to mid-sized business (SMB) Agile  application lifecycle management (ALM) space are and what each of them specializes in. Depending on what your business needs are, select the one that best fits with your ALM project goals. 

This resource describes the appeal of open source solutions over proprietary vendor solutions for organizations which are considering adopting second-vendor virtualization to increase diversity, data center power and agility.