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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc..
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Reduce CPU Usage with 'SMART' SQL by BMC Software, Inc.

November 30, 2009 - (Free Research)
This paper discusses how and why to design SQL that will reduce the number of times calls are made to DB2. We'll look at how to write SMART applications rather than writing applications that act like generic I/O modules to DB2, properly tune SMART SQL, and how to exploit SQL and application features in DB2 on z/OS version 8 and 9. 
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CW+ Casio research: The meeting room marathon - a waste of corporate time ? by ComputerWeekly.com

July 28, 2010 - (Free Research)
Meeting room technology problems are a genuine and largely ignored burden on large British organisations - a single IT manager is called upon to solve 447.2 incidents a year per company. 
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Presentation Transcript: Preparing Applications for a Migration to Windows 7 by Flexera Software

March 07, 2011 - (Free Research)
In this transcript of the webcast, "Preparing Applications for a Migration to Windows 7," learn about the basic steps involved with testing and verifying app compatibility for a Windows 7 upgrade, with details on the virtualization options available. 
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The Case for Log Management Warehousing – An ESG Analyst Brief by Hewlett-Packard Company

March 23, 2010 - (Free Research)
As log management and analysis needs evolve, legacy products can’t scale, accommodate uncommon log file formats, or provide the right level of real-time or historical analysis. These requirements are driving a transition to a new model called log management warehousing. 
(ANALYST BRIEF) READ ABSTRACT |

Sprint drives 45-times performance improvement by IBM

June 30, 2013 - (Free Research)
This white paper delves in to how Sprint-Nextel deployed nine non-disruptive flash storage technologies in order to not only meet customer service satisfaction but exceed all expectations. Find out how this approach improved performance, significantly cut latency, reduced energy consumption, and much more. 
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Specialty Analytics Servers by Sybase, an SAP company

April 23, 2010 - (Free Research)
Businesses are constantly producing complex that needs to be analyzed quickly for critical business needs and decisions. Watch this videocast to learn how Specialty Analytics Servers outperform traditional transaction processing systems in managing the deluge of data and information that is swamping businesses all around the world. 
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Top 10 Tips on Getting Started with Speech Analytics by Verint Systems

April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value. 
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Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
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ROC Maestro for Open Systems by ROC Software

ROC Maestro for Open Systems, a key component of the ROC Enterprise Suite™, provides a very easy method for scheduling and managing workloads, processes, dependencies and events across complex, heterogeneous IT environments. 
(SOFTWARE PRODUCT)

Maximising automation and the industrialisation of IT by ComputerWeekly.com

December 2012 - (Free Research)
This report from analysts Bob Tarzey and Clive Longbottom makes the case for automation in IT operations management. 
(ANALYST REPORT) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions

May 2008 - (Free Research)
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. 
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Visa Desjardins Provides a Differentiated Customer Experience by Genesys

February 2013 - (Free Research)
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment. 
(WEBCAST) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation

 
(SOFTWARE PRODUCT)

New Analytics Approach Needed for Contact Center Success by Five9

May 2014 - (Free Research)
This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach. 
(EGUIDE) READ ABSTRACT |

WebFOCUS Business Intelligence Application Development & Deployment by Information Builders Inc. (E-mail this company)

WebFOCUS development and deployment solutions provide easy-to-use Web-based applications for unlimited numbers of users, tailored to their skill level and preferences regardless of location, as well as flexible and intuitive development tools for building applications. 
(SOFTWARE PRODUCT)

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

Sauder Woodworking: Enhancing the Lean Journey by SAP America, Inc.

July 1967 - (Free Research)
In this case study learn how Sauder Woodworking was able to increase visibility on execution processes, improve manufacturing flow and efficiency by following a strategic direction for lean manufacturing, and simplify work order reporting by using SAP ERP 
(CASE STUDY) READ ABSTRACT |

Archive Attender™ for Exchange - Affordable Email Archiving by Sherpa Software

Archive Attender is a solution designed to move or copy messages from mailboxes, PST files and public folders. Administrators search indexed archives and view reports for storage and compliance. No SQL database or proprietary hardware required. Offers flexible archiving architecture. Free Trial available. 
(SOFTWARE PRODUCT)

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(WHITE PAPER) READ ABSTRACT |

Computer Weekly 2 August 2011: We examine the calls for radical reform in the relationship between Whitehall and its IT suppliers by ComputerWeekly.com

August 2011 - (Free Research)
With the release of a scathing report on government IT, we examine calls for radical reform in the relationship between Whitehall and its IT suppliers. Also this week, the first part of our Buyer’s Guide to Big Data, and a case study on how Carphone Warehouse improved customer satisfaction by 38% using business process management (BPM) software. 
(EZINE) READ ABSTRACT |

AmeriMerchant Video by Avaya

September 2011 - (Free Research)
This brief video details how one large company easily directs a large volume of phone calls on a daily basis using Avaya's unified communications system. 
(VIDEOCAST) READ ABSTRACT |

Multichannel Contact Centers: Metrics and Realities by Five9

June 2014 - (Free Research)
This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside. 
(EGUIDE) READ ABSTRACT |

VW Credit, Inc. by Aspect

March 2008 - (Free Research)
Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling. 
(CASE STUDY) READ ABSTRACT |

Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc.

July 1967 - (Free Research)
Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information. 
(WHITE PAPER) READ ABSTRACT |

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