Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		Parature's Online Customer Service Software & Solutions by Parature Inc.. Parature is the global leader in on-demand customer support and help desk software. Our web-based support suite enables organizations to fundamentally change the way they more... >> Discover more offerings from Parature Inc..
		TechExcel CustomerWise (formerly TechExcel CRM) Customer Support Software by TechExcel, Inc.. CustomerWise helps optimize your support process by providing your internal support team with all of the tools necessary to resolve support requests quickly. From incident more... >> Discover more offerings from TechExcel, Inc..

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 |

ServiceCEO Enterprise--Multi-site Service Organization Management by Insight Direct (E-mail this company) ServiceCEO Enterprise enables you to have total control over your multi-site service organization, all using one centralized database. It is perfect for the franchisor that needs to handle multiple companies, locations, and/or branches. You'll be able to be more efficiently and with fewer people—meaning you'll be able to run it more profitably.  (SOFTWARE PRODUCT)

Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex August 2008 - (Free Research) The scope of this white paper includes management information and its use for forecasting work volumes, planning and scheduling agents to handle the projected work volume, and feedback as to the actual performance of the call center. (WHITE PAPER) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. (CASE STUDY) READ ABSTRACT |

Retail 101: Juggling POS with Mobility, Call Centers, BI and Security by Hewlett-Packard Company June 2008 - (Free Research) In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers. (WHITE PAPER) READ ABSTRACT |

Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center by Infor. March 2008 - (Free Research) Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities. (WHITE PAPER) READ ABSTRACT |

Cameleon Commerce Suite - E-commerce and Configurator Software by Access Commerce Cameleon helps manufacturing, distribution, retail and service companies optimize complex selling and ordering processes by intelligently automating key business functions: e-commerce, electronic catalog & guided selling, product information management, product configuration, pricing & promotions, quote & proposal generation, & order management.  (ASP & SOFTWARE PRODUCT)

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry (WHITE PAPER) READ ABSTRACT |

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels. (ANALYST REPORT) READ ABSTRACT |

Benefits and Advantages of Recording and Archiving Calls by Teleformix. July 2008 - (Free Research) ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more. (WHITE PAPER) READ ABSTRACT |

Using Real-Time Information to Improve Contact Center Performance by Genesys Co. May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. (PODCAST) READ ABSTRACT |

Rethinking BI: Understanding the benefits of operational business intelligence by Pitney Bowes Group 1 Software August 2008 - (Free Research) In this 20-minute podcast, appropriate for IT and business professionals, listeners will get a complete introduction to operational BI benefits and related technology concepts. (PODCAST) READ ABSTRACT |

Apply ITIL Best Practices with Confidence Using TechExcel Service Suite for Asset Management, Service Desk and CRM by TechExcel, Inc. (E-mail this company) December 2006 - (Free Research) This complimentary webcast details the new features and benefits of TechExcel Service Suite, the newest version of our Asset Management, Service Desk and CRM solution, enabling you to meet critical ITIL initiatives. (WEBCAST) READ ABSTRACT |

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT)

Visiprise Quality Management Solution by Visiprise Visiprise Quality Management expedites the disposition of incoming and in-process nonconforming materials, documents the process, and manages the corrective and preventive action process to ensure that appropriate analysis and actions are taken. Visiprise Quality Management is designed for manufacturing shop floor staff and receiving inspectors.  (SOFTWARE PRODUCT)

Making the most of OSS and service provider CRM by Pitney Bowes Group 1 Software June 2008 - (Free Research) In this webcast, expert Jeffrey Paul Cotrupe will address how service providers can improve customer relationship management (CRM) by integrating it with other operations and business support systems (OSS/BSS). (ANALYST REPORT) READ ABSTRACT |

Success Story: Communications - AT&T by Genesys Co. May 2008 - (Free Research) The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. (CASE STUDY) READ ABSTRACT |

The Multi-Channel Call Center Agent - Reality or Myth? - an AberdeenGroup Report sponsored by Astute Solutions by Astute Solutions (E-mail this company) April 2007 - (Free Research) Read how AberdeenGroup's research, which represents a strong cross-section of industry, clearly shows that Best-in-Class companies are moving to multiple channel agent support. To achieve this, companies should look at implementing the recommendations found in this white paper. (ANALYST REPORT) READ ABSTRACT |

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals. (ANALYST REPORT) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America, Inc. February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. (WHITE PAPER) READ ABSTRACT |

Customer Support solution by Extraview Corporation. ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.  (ASP & SOFTWARE PRODUCT)

Best Practices for Remote Support and Services by Citrix Online-GotoAssist July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service. (CASE STUDY) READ ABSTRACT |

Benefits Administration Challenges during M&A Events by Workscape June 2008 - (Free Research) To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees. (WHITE PAPER) READ ABSTRACT |

Mobilizing Your Workforce - The Powerful Differentiator - Including Information from "The Mobile Field Service Solution Selection Report" by the Aberdeen Group by Astea International Inc. (E-mail this company) May 2006 - (Free Research) According to Aberdeen, companies that have deployed mobile field service solutions have realized, on average, 27% improvement in worker productivity, 19% increase in customer satisfaction/retention, 17% increase in overall profitability, and 13% increase in service revenues. Are you interested in achieving results like these? (WEBCAST) READ ABSTRACT |

Whatever Happened to Service? by SERVICEPower. June 2008 - (Free Research) After investigating the market, Quality Store selected an integrated retail scheduling system from SERVICEPower that provides guaranteed client and customer service results. (CASE STUDY) READ ABSTRACT |

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