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..

Technical Comparison of On-line Vs. Line-interactive UPS Designs by APC by Schneider Electric January 2004 - (Free Research) This paper describes the advantages and disadvantages of each topology and addresses some common misconceptions about real-world application requirements.  (WHITE PAPER) READ ABSTRACT |

Oracle to Teradata Migration Case Studies: Realizing value and improving capabilities by Teradata April 2011 - (Free Research) This paper profiles four of the more than 200 Oracle customers who have migrated to a Teradata solution. The companies profiled in this paper have achieved performance improvements, additional business benefits that justify the migration cost, and successful integration of the Teradata Database with the Oracle OLTP environment.  (CASE STUDY) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect December 2012 - (Free Research) You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.  (WHITE PAPER) READ ABSTRACT |

BuilderMT Increases Customer Satisfaction from 66% to 90% in Less than a Year with Parature by Parature, Inc. February 2008 - (Free Research) BuilderMT is the nation's leading provider of production management software for residential homebuilders, and has achieved wide notoriety and national awards for streamlining the workflow management process and improving the efficiency.  (CASE STUDY) READ ABSTRACT |

Customer Experience: Empowering People. Powering Brands. by Oracle Corporation UK Ltd December 2012 - (Free Research) Research shows that 86% of customers will pay up to 25% more for a great customer experience, but only 1% report that their expectations are being met. Read this paper to learn about next-generation customer experience management technologies and strategies from Oracle that enable you to effectively connect, engage, and service your customers.  (DATA SHEET)

Increased Productivity, Decreased Cost, Happier Employees: First American Meets Its Goals with TechExcel HelpDesk by TechExcel August 2008 - (Free Research) TechExcel's HelpDesk application is unique in the industry, offering a combination of intuitive interfaces, sustainable performance, and total customizability for a reasonable price.  (WHITE PAPER) READ ABSTRACT |

The Potential ROI of a Remote Support Solution via the SaaS Model Presentation Transcript by GoToAssist June 2009 - (Free Research) Increased productivity, better customer interactions and quicker response times are all benefits of using SaaS-based remote support solutions. But how do you quantify these savings? This presentation transcript will address the real dollar savings of using this model and the potential for ROI.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Leveraging SAP Enterprise Support Services: A Journey to Lowering Costs by SAP America, Inc. June 2010 - (Free Research) Hear from Ross Wainwright, Executive Vice President, SAP Field Services, and Greg Pike, Senior Vice President, SAP Active Global Support and gain insight into the cost-saving and problem-solving services that have the biggest impact, where and how SAP customers should begin using these services.  (WHITE PAPER) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 2012 - (Free Research) Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.  (EZINE)

Thetrainline.com: Datacentre Transformation by ComputerWeekly.com May 2012 - (Free Research) Josko Grljevic, IS Director of thetrainline.com, explains how he cut its IT costs dramatically by virtualising its data centre and moving IT services into the cloud.  (PRESENTATION) READ ABSTRACT |

The Growing Importance of IT Support Services by Hewlett-Packard Company November 2011 - (Free Research) This white paper takes a closer look at the support services marketplace and focuses on one key player that is receiving a lot of attention from IT professionals. Discover emerging trends shaping the landscape for this technology and determine whether your business could benefit from establishing a contract with this provider.  (WHITE PAPER) READ ABSTRACT |

Agile , Secure, Reliable:  World-Class Customer Service in the Cloud by Oracle Corporation September 2012 - (Free Research) Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.  (WHITE PAPER) READ ABSTRACT |

The 2004 Oversight Systems Financial Executive Report on Sarbanes-Oxley by Oversight Systems August 2008 - (Free Research) Through a combination of an invitation-only online survey and survey intercepts, 222 corporate financial leaders from across the U.S. participated in this study on corporate attitudes toward Sarbanes-Oxley compliance.  (WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 2013 - (Free Research) Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

Case Study: Mandarin Oriental by SDL Web Content Management Solutions Division April 2011 - (Free Research) This Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more.  (VIDEO) READ ABSTRACT |

Listen and Learn - Improving Operations by Utilizing Customer Feedback by Mindshare Technologies March 2008 - (Free Research) Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.  (WHITE PAPER) READ ABSTRACT |

Service Please: Five Tips for Easy, Affordable Tech Support by Cisco Systems, Inc. January 2011 - (Free Research) A dark secret of investing in technology is the substantial cost of not doing the technical support well. You may increase productivity and profits simply by adopting a new strategy for network maintenance and troubleshooting. Read on to learn how three small businesses get technical support that brings them peace of mind at an affordable price.  (WHITE PAPER) READ ABSTRACT |

How to Get the Cisco Tech Support You Need, Online by Cisco Systems, Inc. January 2011 - (Free Research) IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.  (WHITE PAPER) READ ABSTRACT |

IT Connects Customers to Brands by Cisco Systems, Inc. August 2010 - (Free Research) Paul Gillin, author of three social media marketing books, reveals how CIOs are becoming the designated guardians of intellectual property. As the use of social media tools grows, Gillen recommends how a CIO can stay in front of the widespread access and create enhanced customer experiences.  (VIDEO)

The Information Agenda: Rapidly Leveraging Information as a Trusted Strategic Asset for Competitive Advantage by IBM December 2010 - (Free Research) As the CIO of a flourishing business, you are happy to report that the current information projects are going well. The new call center is up and running, the new data warehouse is on-line, and the new customer loyalty systems have been deployed successfully.  (WHITE PAPER) READ ABSTRACT |

Achieving Profitable Growth through Exceptional Customer Experience by CA Technologies. November 2008 - (Free Research) In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives.  (WHITE PAPER) READ ABSTRACT |

JBoss Enterprise Middleware, by Red Hat: Technical Support Services Leader by Red Hat November 2011 - (Free Research) This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition.  (WHITE PAPER) READ ABSTRACT |

The mini-guide to social customer service by Salesforce.com July 2012 - (Free Research) <p>Social media has fundamentally changed the world of customer service. This comprehensive guide outlines the keys to success to realize your social customer service potential. Learn why actively engaging with customers is imperative, 4 vital customer services areas to focus on, and more.</p>  (WHITE PAPER) READ ABSTRACT |

ImageMC++ by Viking Software Solutions ImageMC++ is a highly advanced solution designed to maximize the auto-adjudication of claims. The rapid availability of electronic image and data, coupled with extensive rules-base processes, accelerates the handling of those claims that do not immediately auto-adjudicate and improves the efficiency of customer service functions.  (SOFTWARE PRODUCT)

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