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Best Practices for Transforming to a Multi-Channel Contact Center by inContact

January 18, 2012 - (Free Research)

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

(WHITE PAPER)

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Create an Online Customer Feedback Loop with Your Call Center by Tealeaf

April 01, 2011 - (Free Research)

Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate.

(WHITE PAPER)

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Stop losing revenue from poor online customer experiences by Tealeaf

August 01, 2011 - (Free Research)

24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success.

(WHITE PAPER)

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Computer Weekly - 31 January 2012: The importance of IT strategy by ComputerWeekly.com

January 31, 2012 - (Free Research)

In this week’s Computer Weekly, we look at the importance of IT strategy when budgets are under pressure. The first part of our Buyer’s Guide to virtualisation examines the barriers preventing many organisations from adopting the technology; and Transport for London’s CIO talks about how IT helps avoid Olympic travel chaos. Download the issue now.

(EZINE)

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Adapt your contact center for increased customer satisfaction by inContact

January 20, 2012 - (Free Research)

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

(VIDEO)

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Computer Weekly – 20 December 2011: Read this week’s issue, featuring: retail IT issues for Christmas; the cost of software failure; the founder of agile development by ComputerWeekly.com

December 20, 2011 - (Free Research)

In this week's issue of Computer Weekly, we look at the key technologies that retailers are turning to for IT-enabling customers' Christmas shopping. We examine research revealing the huge cost of application software that fails to meet requirements; and we talk to one of the pioneers of agile software development. Download the new issue now.

(EZINE)

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Navigating the path to satisfying online customer experience by Tealeaf

November 23, 2011 - (Free Research)

Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.

(EGUIDE)

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Create an Online Customer Feedback Loop with Your Call Center by Tealeaf

January 24, 2011 - (Free Research)

In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more.

(WHITE PAPER)

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Managing the customer experience across channels -- a manager's guide by Oracle Corporation

May 06, 2011 - (Free Research)

This eBook explores optimizing and analyzing data collected from each channel and how to apply the findings to a customer experience management (CEM) strategy.

(WHITE PAPER)

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Smarter Commerce for Consumer Electronics White Paper by IBM

January 30, 2012 - (Free Research)

When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce.

(WHITE PAPER)

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How White Papers Can Boost Your Lead Gen Campaigns by KnowledgeStorm Webinars (E-mail this company)

October 2006 - (Free Research)

In this presentation document, white paper guru Michael Stelzner, author of "Writing White Papers: How to Capture Readers and Keep Them Engaged," will share his secrets on creating effective white papers that attract prospects in droves.

(ANALYST REPORT)

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Top Ten Considerations When Evaluating Unified Communications Solutions - Learn the top solution differentiators to look for before deciding by Cisco Systems, Inc.

August 2011 - (Free Research)

This paper breaks down ten areas to consider when evaluating an upgrade of your unified communications solution.

(WEBCAST)

How a Spanning Tree Works by Global Knowledge

June 2009 - (Free Research)

The way a switch learns Ethernet (MAC) addresses is by inspecting the Ethernet frame and recording the source MAC address in a dynamic table. The switch will also associate a learned MAC address with a port. It can then make intelligent forwarding decisions based on the destination MAC address. This white paper illustrates the process.

(WHITE PAPER)

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Data Deduplication Background - A Technical White Paper by Quantum Corporation

June 2009 - (Free Research)

The purpose of data deduplication is to increase the amount of information that can be stored on disk arrays and to increase the effective amount of data that can be transmitted over networks. Read this white paper to learn more about data deduplication as well as Quantum Dxi-Series disk-based backup solutions.

(WHITE PAPER)

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The Innovation Barrier, Part 2: Symptoms, Solutions, and the Impact on Equipment Manufacturers by Fanfare

November 2007 - (Free Research)

This paper is the second in a two-part series exploring the innovation barrier – the point at which testing can no longer keep pace with development in the equipment manufacturing industry. It examines the innovation barrier’s symptoms – from slowdowns in development to mounting quality issues – and the potential impact on equipment manufacturers.

(WHITE PAPER)

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Considering Desktop Virtualization Plus Unified Communications: What IT Architects Need to Know (Nemertes Buyer’s Guide) by Cisco Systems, Inc.

December 2011 - (Free Research)

This white paper discusses what IT architects need to know in order to successfully deploy desktop virtualization with communications and rich media, as well as support a variety of mobile devices.

(WHITE PAPER)

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Wireless Resource Management For Maximum Reliability and Scalability by Juniper Networks, Inc.

January 2012 - (Free Research)

This white paper explores a scalable, high performance, easily managed WLAN solution that intelligently and effectively manages all network resources to deliver optimized performance and scalability.

(WHITE PAPER)

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Reducing Network Complexity, Boosting Performance with HP IRF Technology by Global Knowledge

January 2012 - (Free Research)

In this white paper, learn how Intelligent Resilient Framework (IRF) technology can help you improve the performance of network switches.

(WHITE PAPER)

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ESG White Paper: Citrix Desktop Transformation Model by Citrix

January 2012 - (Free Research)

While the value of desktop virtualization is understood, many IT managers are wondering where and how to start. This paper details how to navigate the “how” questions, map the right desktop virtualization technology to different types of users and scale the deployment with confidence.

(WHITE PAPER)

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Meraki White Paper: Integrating the Apple iPad® Into Enterprise Wireless Networks by Meraki

January 2012 - (Free Research)

Access this whitepaper to discover steps you should take before integrating iPads, tablets, and other wireless devices into your network to maintain manageability and security and offer a good user experience.

(WHITE PAPER)

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Riverbed Stingray Traffic Manager VA Performance on vSphere 4 by Riverbed Technology, Inc.

November 2011 - (Free Research)

Cloud infrastructure platforms like VMware vSphere 4.0 can benefit from load balancers that connect users to the most suitable datacenter. This white paper outlines how the Riverbed Stingray Traffic Manager Virtual Appliance (VA) improves traffic performance compared to a Linux install.

(WHITE PAPER)

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Riverbed Stingray Traffic Manager VMware vSphere 4 Performance on Cisco Unified Computing System by Riverbed Technology, Inc.

November 2011 - (Free Research)

This white paper examines the performance figures obtained by the Riverbed® Stingray™ Traffic Manager Virtual Appliance (VA) running on VMware vSphere 4.0, which was installed on the Cisco Unified Computing System (UCS). It compares those figures with tests run on a previous generation of Intel Xeon processors.

(WHITE PAPER)

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Free your end users from computing conformity without sacrificing IT control by Dell, Inc. and Intel

December 2011 - (Free Research)

This white paper examines key trends that have contributed to the virtual era and explains how companies can address the challenges that come with it by leveraging unified communications, lifecycle management, and security and data loss prevention technology.

(WHITE PAPER)

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Creating a Fit for Purpose Network Architecture by Avaya

June 2011 - (Free Research)

The Data Center of the future can't be built upon the technology of the past. In this white paper, learn from Gartner how a virtual network architecture from Avaya can reduce costs, and complexity, enabling an agile enterprise.

(WHITE PAPER)

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Generation Gmail by Mimecast

May 2011 - (Free Research)

A significant number of younger employees today blur the boundaries between their business and private email accounts out of frustration with their corporate IT infrastructure. This white paper reveals the key findings of a work habits report centering on email communication, and reveals how you can encourage your users to communicate responsibly.

(WHITE PAPER)

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