As technology evolves, there is a never-ending question to designers and implementers: "What is coming next?" The answer is "Collaboration." The move to collaboration is strengthened by the actions of Cisco and Microsoft, as they have each unveiled several collaborative technologies and the means to integrate them utilizing Web 2.0 programming. 

This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. 

Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

Requirements definition and management is an activity that has the potential to deliver a high, fast ROI. This white paper explains the characteristics of a good requirement and presents ten steps to better requirements management. Read on to learn how better requirements translate into easier, higher quality projects. 

This white paper considers the changing focus of the requirements space and how requirements definition differs from requirements management. A business analyst's struggles with defining requirements using common office software and tools are related. Finally, a requirements definition solution is introduced and discussed. 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Read this white paper to learn how IBM identity and access management solutions help organizations realize business value through a centralized, automated identity and access management infrastructure. 

This Internet service provider/portal operator of Globo, Brazil's largest media conglomerate, delivers the content Brazilian Web users want using PASW Statistics. 

Check out this report, which examines the findings of a Forrester evaluation of ten leading web content management vendors, to learn about the strongest performers in WCM. 

MobilePASS offers the security of strong two-factor authentication in a software token. View this demo and find out how MobilePASS allows you to easily and cost-effectively expand the range of online services offered to employees, customers, and partners. 

Read this brochure to learn how iAnywhere Mobile Office offers enhanced network security, data protection, device management, profile administration, cross-platform support, and deployment features all available through Apple’s App Store. 

Organizations concerned about IT budgets, need to be prepared to discuss cloud storage in the near future. The reality is that there are already enterprises using cloud storage effectively. Is it the answer for your organization? It might be--and the intent of this paper is to provide definitions, considerations and insights.