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..

The Era of Collosal Content Arrives by Oracle Corporation UK Ltd December 24, 2012 - (Free Research) In this paper, explore tier-3 archive challenges and how to beat them, learn about the impending "era of colossal content," find 12 comparisons between tape and HDD, and get the scoop on modern tiered storage approach that optimizes the storage infrastructure through a combination of SSD, disk and tape.  (WHITE PAPER) READ ABSTRACT |

ESG Analyst Report: “Changing the Way You Purchase Storage” by NetApp August 25, 2010 - (Free Research) This ESG white paper discusses the key criteria you need to consider before making your next IT investment and why it’s time to modernize your approach to storage.  (WHITE PAPER) 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)

Cost-Saving Tips for Contact Centers by Five9 May 10, 2013 - (Free Research) For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.  (EGUIDE) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp. May 06, 2010 - (Free Research) In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.  (WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect August 11, 2011 - (Free Research) This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.  (WHITE PAPER) READ ABSTRACT |

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 |

Contact Center Consolidation by CosmoCom, Inc. July 2008 - (Free Research) Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.  (WEBCAST) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company) June 2012 - (Free Research) Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.  (WHITE PAPER) READ ABSTRACT |

First Contact Resolution by Pegasystems May 2011 - (Free Research) Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue.  (EBOOK) READ ABSTRACT |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact May 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 |

Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience by Aspect August 2010 - (Free Research) This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.  (WHITE PAPER) READ ABSTRACT |

Oracle StorageTek Tape Storage—A ClearWinner Over IBM by Oracle Corporation UK Ltd December 2012 - (Free Research) This white paper compares Oracle's enterprise tape offerings to the latest IBM enterprise tape offerings and describes how Oracle's industry-leading capacity, performance and flexibility can help IT organizations manage complexity, control costs, and deliver on service level agreements.  (WHITE PAPER) READ ABSTRACT |

Oracle IT Reaps the Benefits of Storage Modernization by Oracle Corporation UK Ltd December 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 |

Upgrading to Cisco Unified Communications Manager Business Edition 6000 by Cisco Systems, Inc. October 2011 - (Free Research) Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.  (WHITE PAPER) READ ABSTRACT |

The Tod Point Group: IBM Storwize V7000 in an Exchange Environment by IBM May 2012 - (Free Research) The IBM Storwize V7000 Unified storage system, combined with powerful management software from IBM Tivoli, provides an ideal complement to Exchange 2010 deployments by providing a highly virtualized storage infrastructure designed to meet the specific needs of Exchange 2010 environments.  (WHITE PAPER) READ ABSTRACT |

Backup and Recovery for Microsoft Exchange Server - Data Domain Deduplication Storage Best Practices Guide by EMC Backup and Recovery Solutions May 2009 - (Free Research) In many companies, Microsoft Exchange is now commonly viewed as a mission-critical application. Protecting Exchange information is critical and backup is still the primary method used. This paper focuses on the traditional backup and recovery practices for Microsoft Exchange Server along with solutions from Data Domain.  (WHITE PAPER) READ ABSTRACT |

Presentation Transcript: How to Consolidate and Simplify Backup and Recovery for Your VMware Environment by EMC Backup and Recovery Solutions April 2009 - (Free Research) VMware's virtual infrastructure has become the de-facto approach used across the storage industry today for server consolidation. When coupled with Data Domain's backup to disk storage, it provides a compelling solution to consolidate and simplify backup and recovery for VMware environments.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Goodman's LLP Case Study: Law Firm Plans for Contingencies with Indispensible BlackBerry Smartphones by BlackBerry September 2011 - (Free Research) Access this case study to learn how a company deployed WIC Messenger to automatically push an up-to-date list of PINs to each BlackBerry smartphone so users could easily contact each other in the event of a power outage or email service disruption.  (CASE STUDY) READ ABSTRACT |

ER/Studio 7.5 by Embarcadero Technologies, Inc. March 2008 - (Free Research) Embarcadero® ER/Studio®, an industry-leading data modeling tool, helps companies discover, document, and re-use data assets while providing intuitive reverse engineering, logical modeling, and physical modeling.  (DEMO) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company) August 2012 - (Free Research) Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.  (EBOOK) 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 |

6 Steps to Enterprise Resource Planning Implementation Success by IFS January 2007 - (Free Research) Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity.  (WHITE PAPER) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc. July 2008 - (Free Research) This white paper provides the three best practices for today's profitable contact centers.  (WHITE PAPER) READ ABSTRACT |

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