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. 

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. 

This is a lab testing summary report comparing the scalability and QoS for voice and video of Avaya’s WLAN 8100 versus 3 competitor’s products. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. 

Download this complimentary copy of the 2011 IOUG Data Security Survey Report to see how your organization's data protection practices measures up. 

The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. 

This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. 

Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. 

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

Read this resource and discover how demanding IT challenges can be solved with a converged infrastructure solution which manages all server, storage and network systems as unified IT assets. The business value of a converged infrastructure in the data center is also explored.