Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

How Does your Service Measure Up? Getting to Grips with Metrics by GoToAssist July 19, 2011 - (Free Research) This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.  (WHITE PAPER) READ ABSTRACT |

Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc. March 2006 - (Free Research) As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments.  (WHITE PAPER) READ ABSTRACT |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies April 2012 - (Free Research) This paper discusses first contact resolution and the offerings for measuring success with FCR.  (WHITE PAPER) READ ABSTRACT |

The power of Call Centers and Customer Loyalty by Infor CRM February 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.  (EGUIDE) READ ABSTRACT |

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.  (WHITE PAPER) READ ABSTRACT |

Benchmarking in the contact center: Tips for managing what you measure by Avaya December 2010 - (Free Research) Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.  (WHITE PAPER) READ ABSTRACT |

How to Accurately Detect and Correct Packet Loss by Silver Peak December 2010 - (Free Research) This paper explains how packet loss can be properly measured throughout an enterprise, and what can be done to mitigate its effects in real-time.  (WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.  (ASP & SOFTWARE PRODUCT)

IBM What's Your Analytics Quotient (AQ) Quiz? by IBM October 2011 - (Free Research) Take our free AQ quiz now to learn your score. It’s quick, it’s easy, and it will put you on the path to better business outcomes, whether you’re an aspiring newcomer or an analytics master.  (ASSESSMENT TOOL)

Stop Phishing: A Guide to Protecting Your Web Site Against Phishing Scams by GeoTrust, Inc. February 2011 - (Free Research) In this guide, you’ll learn more about phishing, why it has become such a widespread problem, and the negative impact that a phishing attack can have on your company and your customers. You’ll also learn how SSL and EV SSL technology can help protect your website, your business, and ultimately your bottom line.  (ESSENTIAL GUIDE) READ ABSTRACT |

Cloud-based Contact Center Software Gives Expert Planet the Edge by Five9 January 2013 - (Free Research) View this white paper to learn more about the focus Expert Planet placed on cloud-based contact center from the beginning. It explores the development productivity gains and the greater efficiency achieved through Salesforce integration. Develop a better understanding of cloud-based benefits by reading this white paper now.  (WHITE PAPER) READ ABSTRACT |

The Best Best Practice Guide: Benchmarking for Service Desk Success by GoToAssist November 2010 - (Free Research) Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more!  (WHITE PAPER) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect March 2008 - (Free Research) ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.  (CASE STUDY) READ ABSTRACT |

Jump-start your big data journey with big data exploration by IBM June 2013 - (Free Research) You know that there's a wealth of information to unlock inside "big data," but where do you start? Big data exploration allows you to navigate all potential data sources to determine how best to proceed. In this webcast, learn how to plan and execute a big data exploration project, measure the business benefits of such a project, and much more.  (WEBCAST) 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 |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation   (SOFTWARE PRODUCT)

The Virtual Office Checklist by Cisco Systems, Inc. October 2008 - (Free Research) The technology behind remote access is called a "virtual private network," or "VPN," and it establishes a private, secure network connection over a public network, such as the Internet.  (WHITE PAPER) READ ABSTRACT |

End-user Experience Monitoring by Nimsoft, Inc. February 2012 - (Free Research) What exactly is End-user Monitoring (EUM) and why should businesses care? In this resource, discover why it's increasingly important to assess system performance from the end-user perspective in the age of IT as a service, and how you can effectively measure and quantify end-user experiences.  (WHITE PAPER) READ ABSTRACT |

Comparing MPLS and Internet Links for Delivering VoIP Services by Avaya Inc. September 2005 - (Free Research) This paper documents a real-world field study that concludes the availability and call quality of VoIP over Multi-protocol Label Switching (MPLS) is comparable to that of VoIP over the public Internet.  (WHITE PAPER) READ ABSTRACT |

Employee-owned Smartphones: Seize the Opportunity by BlackBerry September 2011 - (Free Research) It’s no longer feasible for an IT department to ignore the smartphone push from the majority of the employee population. IT management must attempt to channel the chaos and determine ways to embrace the personal mobility wave while maintaining effective security and management measures, especially in relation to the corporate network.  (WHITE PAPER) READ ABSTRACT |

The Guide to Data Movement and Governance by IBM November 2011 - (Free Research) Missed opportunities and lost revenue might be the least of your worries. In some cases, poor practices can lead to lawsuits, fines and even the failure of the business itself. The purpose of this e-guide is to help you grasp the measures that can keep your organization on track to meet objectives and stay in line with regulations.  (EGUIDE) READ ABSTRACT |

Kaspersky Endpoint Security 8 for Windows by Kaspersky Lab October 2011 - (Free Research) Organizations today must chose and implement the right tools to help control and manage the increasing array of applications, devices and Web content. In this report, uncover a comparative functionality evaluation of Kasperksy Lab’s Endpoint Security 8 for Windows and five other leading endpoint security suites. View now to explore key findings.  (WHITE PAPER) READ ABSTRACT |

Advancing Your Digital Marketing Strategy with Webtrends Analytics by WebTrends (E-mail this company) April 2013 - (Free Research) In the age of social media, web analytics can help you harness data from a variety of channels to construct and implement an effective, integrated marketing strategy. Check out this helpful white paper to learn how you can advance your digital marketing strategy, grow brand loyalty and build revenue through the use of analytics.  (WHITE PAPER) READ ABSTRACT |

2013 Mobility Outlook Report by Kony April 2013 - (Free Research) This insightful white paper illustrates the state of enterprise mobility and predictions for its growth in 2013.  Discover why and how businesses are moving to address complicated systems of mobile devices and applications with greater organizational focus around creating agility in the mobile strategy.  (WHITE PAPER) READ ABSTRACT |

Computer Weekly 6 December 2011: Read this week’s issue of the UK’s leading technology publication, featuring news on open data, cyber security and our social media awards by ComputerWeekly.com December 2011 - (Free Research) In this week's Computer Weekly, we examine the economic benefits of plans to release more government data for wider re-use by software developers. We announce the winners of our Social Media Awards, and hear what the IT industry thinks of the new UK cyber security strategy. Download the new issue now.  (EZINE)

We are always striving to improve our customer experience. Please notify us if there is a company missing that you feel should be in our directory.