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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) READ ABSTRACT |

The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

Seven Blueprints for Contact Center Modernization by Genesys

March 2014 - (Free Research)
Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
(WHITE PAPER) READ ABSTRACT |

Implementing a Telecommuting Program by Avaya Inc.

January 2008 - (Free Research)
This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. 
(WHITE PAPER) READ ABSTRACT |

US Airways Standardizes WFM Across All Contact Centers by Aspect

September 2013 - (Free Research)
After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume. 
(CASE STUDY) 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 |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact

October 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results. 
(CASE STUDY) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(WHITE PAPER) READ ABSTRACT |

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions

May 2008 - (Free Research)
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. 
(WHITE PAPER) READ ABSTRACT |

Hilton Reservations Worldwide by Aspect

March 2008 - (Free Research)
Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management. 
(CASE STUDY) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)

February 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers. 
(WHITE PAPER) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 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)

Liebert Monitoring by Liebert Corporation

The Albér Cellcorder CRT-300 cell resistance tester displays and records cell float voltage, internal cell resistance and intercell connection resistance. The portable unit includes a memory card, backlit graphical reflective LCD.... 
(HARDWARE PRODUCT)

ABCs of RFID: Understanding and Using Radio Frequency Identification by Intermec

March 2009 - (Free Research)
This white paper provides an overview of RFID technology and capabilities, describes the common frequencies and technologies used in business applications, identifies major standards, and introduces ways to take advantage of RFID to improve convenience, accuracy, safety and security. 
(WHITE PAPER) READ ABSTRACT |

Smart Process Applications: Accelerating Time to Value by OpenText

April 2013 - (Free Research)
The growing popularity of technology trends such as mobile computing, social media, the cloud, and others calls for a new generation of adaptable, flexible applications.  Check out this white paper to learn how "smart process applications" can provide the benefits of traditional packaged applications, but with added collaborative abilities. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified Communication Manager - Digit Manipulation by Global Knowledge

May 2013 - (Free Research)
Review why we would need to modify either the calling-party or called-party number, or both, to accommodate the various dial-plans that a phone call might encounter. We will also reviewed the tools available to us, as well as the various locations the modifications can be performed. 
(WHITE PAPER) READ ABSTRACT |

FREE Wi-Fi Planning Tool: HiveManager Online Planner by Aerohive Networks

May 2010 - (Free Research)
Plan a Wi-Fi deployment using Aerohive’s FREE web-based planning tool! 
(ASSESSMENT TOOL) READ ABSTRACT |

Total E-mail Security by Sunbelt Software

November 2008 - (Free Research)
Malware is becoming ever more sophisticated every day. Only through effective tools that incorporate fast responses against all categories of malware will organizations be able to maintain the health of their critical business systems. 
(WHITE PAPER) READ ABSTRACT |

Consolidating Service Provider Points of Presence Using Virtualization to Optimize and Consolidate Networks by Juniper Networks, Inc.

March 2010 - (Free Research)
This white paper outlines the challenges that service providers are facing in the points of presence (POP), and presents the results of the NSP study quantifying the operational and capital savings possible through POP consolidation with virtualization. Read this white paper to learn how to improve the efficiency of POPs through virtualization. 
(WHITE PAPER) READ ABSTRACT |

E911 VoIP Essentials for Enterprise Deployments by XO Communications

December 2010 - (Free Research)
Deploying VoIP across multiple business locations is a great way to simplify and streamline your distributed network and reduce costs, but how does a business provide E911 effectively across the enterprise and what are the legal requirements? 
(WHITE PAPER) READ ABSTRACT |

Business Continuity Management by Matrix42

September 2008 - (Free Research)
This White paper explains the concept of Business Continuity and demonstrates how matrix42 Empirum supports the Business Continuity Strategy in the enterprise. 
(WHITE PAPER) READ ABSTRACT |

Managing Density in the Data Center: A Long-term Approach for the Future by ADC Telecommunications Inc.

April 2008 - (Free Research)
This paper discusses the five key elements of maintaining managed density in the data center like planning, installation, cable management, accessibility and reliability. 
(WHITE PAPER) READ ABSTRACT |

Oracle Hyperion Workforce Planning by Oracle Corporation

December 2008 - (Free Research)
In most organizations, employee compensation and related expenses are the largest line items in the budget. Having control over these expenses is critical to meeting corporate performance objectives. Check out this data sheet to learn more. 
(DATA SHEET) READ ABSTRACT |

Tiered Storage Economics: Defining and Calculating the Economic Benefit of Tiered Storage Solutions by Hitachi Data Systems

September 2005 - (Free Research)
This paper examines trends which indicate that purchasing only cheaper disk solutions to reduce short-term capital expense can produce a negative long-term impact on operating expense. 
(WHITE PAPER) READ ABSTRACT |

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