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..

A contact center manager's guide to integrating self-service by inContact May 04, 2011 - (Free Research) Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.  (EBOOK) READ ABSTRACT |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact May 06, 2011 - (Free Research) Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).  (WHITE PAPER) READ ABSTRACT |

Network Evolution February 2013 by SearchNetworking.com February 01, 2013 - (Free Research) This month's cover story, "BYOD Challenges That Lurk Beyond Network Security", discusses five specific networking challenges associated with BYOD and examines the steps organizations have taken in an attempt to handle these issues.  (EZINE) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 29, 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 |

Agile , Secure, Reliable:  World-Class Customer Service in the Cloud by Oracle Corporation September 01, 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 |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 18, 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.  (WHITE PAPER) READ ABSTRACT |

Deploying Customer Service in the Cloud: The Four Phases from Implementation to Transformation by Oracle Corporation November 30, 2012 - (Free Research) This white paper is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to further evolve customer service in the cloud through four phases: implementation, consolidation, optimization and transformation.  (WHITE PAPER) READ ABSTRACT |

Getting the Right "Blend" in your Contact Center by Five9 January 28, 2013 - (Free Research) Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.  (WHITE PAPER) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 17, 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.  (WHITE PAPER) READ ABSTRACT |

Benchmarking in the contact center: Tips for managing what you measure by Avaya December 31, 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 |

Independent Lab Comparative Review by Avaya June 15, 2011 - (Free Research) MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities.  (PRODUCT REVIEW) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact May 12, 2010 - (Free Research) In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.  (EBOOK)

Oracle IT Reaps the Benefits of Storage Modernization by Oracle Corporation UK Ltd December 17, 2012 - (Free Research) Check out this case study for an in-depth look at Oracle's migration to optimized storage and the cost and efficiency benefits they now enjoy.  (WHITE PAPER) READ ABSTRACT |

Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com March 11, 2013 - (Free Research) Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment  (ANALYST REPORT) READ ABSTRACT |

Social channels changing contact center certification by Salesforce.com March 20, 2012 - (Free Research) In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.  (EGUIDE) READ ABSTRACT |

Identity Finder Enterprise Suite 4.5 by Identity Finder, LLC July 26, 2010 - (Free Research) Identity Finder accurately finds and allows remediation of sensitive data across desktops, laptops, servers, databases, and websites. This can be performed agent or agentlessly with full dynamic policy and reporting capability.  (TRIAL SOFTWARE) READ ABSTRACT |

The Inner Circle Guide to Cloud-Based Contact Center Solutions by Five9 January 28, 2013 - (Free Research) Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.  (WHITE PAPER) READ ABSTRACT |

Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper by SAP America, Inc. October 31, 2012 - (Free Research) In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.  (WHITE PAPER) READ ABSTRACT |

Choose Your Own Device (CYOD) Workshop by Insight March 31, 2013 - (Free Research) Read on to learn about a CYOD workshop that can help you understand and develop a winning CYOD strategy with help from industry experts. Find out how taking advantage of this valuable learning experience will help you get a good grasp on policies and compliance, device lifecycles, device management, and more.  (WHITE PAPER) READ ABSTRACT |

Using Case Management to Empower Employees and transform Customer Service by Kofax, Inc. February 22, 2013 - (Free Research) Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.  (WHITE PAPER) READ ABSTRACT |

Integrating Mobile Device Management with UC Systems and Features by Sprint July 05, 2012 - (Free Research) This E-Guide from SearchUnifiedCommunications.com explores the issues with combining the unique communications services and interfaces of multiple mobile device operating systems with corporate unified communications (UC) strategies, and best practices to overcome these challenges.  (EGUIDE) READ ABSTRACT |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.  (WHITE PAPER) READ ABSTRACT |

Benefits of Cloud-Based Communications by Interactive Intelligence, Inc. April 2012 - (Free Research) This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Archive Attender™ for Exchange - Affordable Email Archiving by Sherpa Software Archive Attender is a solution designed to move or copy messages from mailboxes, PST files and public folders. Administrators search indexed archives and view reports for storage and compliance. No SQL database or proprietary hardware required. Offers flexible archiving architecture. Free Trial available.  (SOFTWARE PRODUCT)

Solving the Distributed Data Problem by IBM July 1967 - (Free Research) Companies need to reevaluate traditional methods of protecting branch office and PC data such as tape backups and other localized do-it-yourself solutions. Read this white paper to learn about remote on-demand services.  (WHITE PAPER) READ ABSTRACT |

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