Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		IP Phone 7900 by Cisco Systems, Inc. The new suite of evolutionary Cisco Unified IP Phones, Cisco Unified IP Phone 7975G, 7965G, 7945G, 7962G, and 7942G models, have Advanced Media endpoints, which create an more... >> Discover more offerings from Cisco Systems, Inc.
		Parature's Online Customer Service Software & Solutions by Parature Inc.. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they more... >> Discover more offerings from Parature Inc..

Critical Success Factors Deploying Pervasive BI by MicroStrategy June 2008 - (Free Research) Pervasive BI is the ability to deliver integrated right-time DW information to all users – it also provides an enterprise with the necessary visibility, insight, and facts to make smarter decisions in all processes at all times. (WHITE PAPER) READ ABSTRACT |

Case Study: Increase Productivity and Growth with Enhanced Digital Dictation Technology by PHILIPS Speech Processing May 2008 - (Free Research) When CHSH was looking for an appropriate dictation solution they opted for dictation machines and software from Philips -- a technology that was ideally suited to their particular circumstances and promised the maximum possible benefit. (CASE STUDY) READ ABSTRACT |

Innovating the Field: Document Solutions Company Turns to Unique Field Service Solution from Astea by Astea International Inc. (E-mail this company) November 2007 - (Free Research) In 2006, Danka leadership made the decision to update the company’s service management solution, which was largely based around a self-service interactive voice response (IVR) system. After engaging with multiple vendors, Danka chose Astea’s FieldCentrix FX Mobile®, a workflow software for automating field service processes. (CASE STUDY) READ ABSTRACT |

Record, Evaluate, Monitor and Archive All Your Customer Interactions For your Cisco Switch by Teleformix. July 2008 - (Free Research) Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for doing this. (WHITE PAPER) READ ABSTRACT |

VoIP and MPLS - Making It Work for Your Company by Fluke Networks April 2008 - (Free Research) This webcast highlights how pre-assessment and post-deployment visibility can help enterprises understand the impacts of VoIP and MPLS and how to deploy successfully. (WEBCAST) READ ABSTRACT |

Philips SpeechExec Enterprise digital dictation workflow system a “force multiplier” for Ohio law firm by PHILIPS Speech Processing May 2008 - (Free Research) Case Study: Ohio law firm implements Philips dictation system so office administrators can easily understand dictation without needing to rewind multiple times. (CASE STUDY) READ ABSTRACT |

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. (WHITE PAPER) READ ABSTRACT |

ShopVue - Paperless Dispatch with Graphical Sequencer by CASCO Paperless Dispatch represents a major step towards a fully paperless, order-driven operation. By providing managers with a graphical tool to dispatch work and track work-in-process, ShopVue becomes a real factory dashboard. The use of touchscreens means that operators can see work assignments on graphical touchscreens throughout the plant.  (SOFTWARE PRODUCT)

The Adaptable Business Architecture: How SIP and Web Services Transform the Voice Self Service Model by Avaya, Inc June 2008 - (Free Research) This white paper details the the Avaya Voice Portal and Dialog Designer solution architecture, which combines the SOA approach embedded within the software elements of Avaya's Voice Portal and Dialog Designer solutions. (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 Co. 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 |

RealDialog - Knowledge Management, Web Self-Service and Search Solution by Astute Solutions (E-mail this company) RealDialog is a knowledge management, intelligent search and Web self-service solution that enables companies to deliver consistent, accurate, and timely information at every customer touch point. It offers superior capabilities for Web self-service, contact center agent assist, email response management, and employee knowledgebases.  (ASP & SOFTWARE PRODUCT)

Acquire, Analyze, and Present Data with LabVIEW by National Instruments NI LabVIEW is an open environment designed to make interfacing with any measurement hardware simple. With interactive assistants, code generation, and connectivity to thousands of devices, LabVIEW makes gathering data as simple as possible.  (SOFTWARE PRODUCT)

Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co. June 2008 - (Free Research) This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena. (WHITE PAPER) READ ABSTRACT |

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. (CASE STUDY) READ ABSTRACT |

Unified Communications: A Practical Approach by Avaya, Inc June 2008 - (Free Research) In this exclusive E-Guide, Gary Audin provides expert in-depth tips for making a smooth transition to unified communications (WHITE PAPER) READ ABSTRACT |

Dictation technology for law firms by PHILIPS Speech Processing May 2008 - (Free Research) Philips innovates and develops dictation products and solutions specially designed for frequent dictation in law firms. Their dictation systems are optimized for professional use and always feature the latest technology. (WHITE PAPER) READ ABSTRACT |

StatCom's Patient Flow Logistics and Tracking Software by Statcom. StatCom’s patient flow logistics and tracking software was developed specifically to improve hospital-wide communications, patient throughput and capacity management.  (SOFTWARE PRODUCT)

Dialogue by Exstream Software. Exstream’s Dialogue is a fully integrated software solution that allows you to design, develop, maintain, and output fully personalized and consistent communications of all types.  (SOFTWARE PRODUCT)

Emergency Response Warehouse Management System by Integrated Warehouse Solutions. April 2008 - (Free Research) Effective emergency response planning should be based on the premise that all assumptions of the plan have failed, & that infrastructure has been compromised. Read how Integrated Warehousing Solutions (IWS) supplies all the elements event plann... (WHITE PAPER) READ ABSTRACT |

ePowerCenter - Customer Relationship Management and Interaction Solution by Astute Solutions (E-mail this company) ePowerCenter is an award-winning CRM customer service and support, contact center automation, and interaction management solution designed to address the unique needs of consumer-focused companies and their contact centers. It is behind high-impact technical and business results at Global 1000 companies across numerous vertical markets.  (ASP & SOFTWARE PRODUCT)

Keeping Your Workforce Connected by Cisco Systems, Inc March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it's an especially important step for small and medium-sized businesses (SMBs). (WHITE PAPER) READ ABSTRACT |

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels. (ANALYST REPORT) READ ABSTRACT |

Benefits and Advantages of Recording and Archiving Calls by Teleformix. July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more. (WHITE PAPER) READ ABSTRACT |

Thriving in an Economic Downturn by Avaya, Inc August 2008 - (Free Research) A guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low -- even when everyone is tightening their budgets. (WHITE PAPER) READ ABSTRACT |

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT)

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