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VoIP Vulnerabilities by McAfee, Inc.
March 09, 2010 - (Free Research)
The malicious behavior that we have seen in other media already plagues Internet voice calls. This report examines vulnerability trends as well as protocol- and application-layer attacks. Read this white paper to gain both a general and technical overview to the threats against VoIP and learn how to protect and remediate against them.
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The Work-at-Home Agent Model for Improved Customer Loyalty by inContact
December 03, 2009 - (Free Research)
Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger
business continuity, and more.
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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.
February 17, 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs by BMC Software, Inc.
June 15, 2009 - (Free Research)
Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”
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Top Ten Essentials for Privileged Account Management by FoxT
February 01, 2010 - (Free Research)
In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls.
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Windows 7 and AppLocker by Global Knowledge
January 25, 2010 - (Free Research)
Organizations want to run the apps they want, and not run the apps they don't want. One of the tools Microsoft has given Active Directory administrators to help in this regard, Software Restriction Policies (SRPs), has been re-engineered in Windows 7 as AppLocker.
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Journal of Management Excellence - Introducing Management Excellence by Oracle Corporation
June 05, 2008 - (Free Research)
A recent global study from Cranfield School of Management found organizations are too internally focused and did not use sufficient external information or benchmarking. A better understanding of management processes is needed. That is why we introduced our view on the management process: strategy-to-success. Read this whitepaper to learn more.
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Service Management from Reactive to Proactive IT Management by CA and PSR Associates, Inc.
February 08, 2010 - (Free Research)
This white paper focuses on companies who are looking to evolve their service management abilities to improve customer service, deliver tangible results to senior management, and improve service delivery to improve business success in these challenging economic times.
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Help Desk vs. Service Desk: Which One is Right for You by Numara Software
March 05, 2009 - (Free Research)
This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
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Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc.
June 15, 2009 - (Free Research)
In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and...
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Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc.
June 15, 2009 - (Free Research)
The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.
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Crossing the Chasm Between the Service Desk and Operations by BMC Software, Inc.
June 15, 2009 - (Free Research)
IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups.
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Remote Support Center Solution - 30 Day Free Trial! by ScriptLogic Corporation
September 08, 2009 - (Free Research)
Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm.
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Help Desk Authority Professional Edition - 30 Day Free Trial! by ScriptLogic Corporation
September 08, 2009 - (Free Research)
How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help.
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Configuring Security in SQL Server by Global Knowledge
February 10, 2009 - (Free Research)
This document focuses on each level of security, starting at the server level and working our way down to database objects such as Server Security, Database Security, Schema Security and Object Security.
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Merging Mobility with Unified Communications by BlackBerry
August 2008 - (Free Research)
Unified Communications is about getting the right information, in the right context, sent to the right people with the right timing.
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Object Persistence and Agile Software Development by Versant Corp.
December 2009 - (Free Research)
Agile Software Development is one of the most effective methodologies to develop application software. This paper examines and compares RDBMS with several object persistence methods within the context of Agile Software Development by quantifying the impact of these methods on the velocity and success of an agile application development project.
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Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc.
February 2010 - (Free Research)
The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
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ChangeAuditor for Active Directory - Free Trial! by ScriptLogic Corporation
April 2009 - (Free Research)
Microsoft Active Directory, File Systems and Exchange are part of your mission-critical infrastructure. And you need to find a way to be notified, in real-time, of critical changes to your Windows based infrastructure. ChangeAuditor is the answer.
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Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc.
December 2008 - (Free Research)
In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.
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The iPhone is Here to Stay: What’s an Enterprise to do About it? by Sybase, Inc.
September 2009 - (Free Research)
Read this brochure to learn how iAnywhere Mobile Office offers enhanced network security, data protection, device management, profile administration, cross-platform support, and deployment features all available through Apple’s App Store.
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