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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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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 Security in the Cloud: Questions to Ask & Answers to Expect by LiveOps

October 28, 2011 - (Free Research)
Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks. 
(WHITE PAPER) READ ABSTRACT |

Differences between Avaya Aura Contact Center (AML or SIP) and Avaya Aura Call Center Elite by Global Knowledge

October 29, 2013 - (Free Research)
In this exclusive paper, Global knowledge instructor Brett Hanson answers crucial questions concerning the various Contact Center solutions that are available from Avaya. 
(WHITE PAPER) READ ABSTRACT |

Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 31, 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 10, 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 |

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 |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 10, 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Customer Care in a Social World: Are We There Yet? by Oracle Corporation

March 01, 2012 - (Free Research)
This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. 
(WHITE PAPER) READ ABSTRACT |

Beyond VoIP: Enterprise Perspectives on Migrating to Multi-modal Communications and Wireless Mobility by Avaya Inc.

July 2008 - (Free Research)
As per this report the industry providers are already delivering the new piece parts for such convergence, although new standards are still evolving to enable maximum interoperability across converged telecommunication infrastructures. 
(WHITE PAPER) READ ABSTRACT |

New Storage Buying Criteria for Shared Virtual Infrastructure by NetApp

September 2010 - (Free Research)
You can’t make the best storage decisions for your business if you’re not asking the right questions. Our “New Storage Buying Criteria for Shared Virtual Infrastructure RFP template” makes it easy. Use it to help ensure the solutions you choose can deliver extreme flexibility and efficiency, and a “future-proof” foundation. 
(WHITE PAPER) READ ABSTRACT |

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(SOFTWARE PRODUCT)

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic. 
(WHITE PAPER) READ ABSTRACT |

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(HARDWARE PRODUCT)

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google Apps

January 2011 - (Free Research)
This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users. 
(ANALYST REPORT) READ ABSTRACT |

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google

January 2009 - (Free Research)
This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users. 
(ANALYST REPORT) READ ABSTRACT |

Pervasive Data Profiler v4 by Pervasive Integration

January 2008 - (Free Research)
Pervasive Data Profiler™ ensures data quality. Proactively audit all types of data; automate testing against changing business data quality needs and compliance regulations. Get hyper-fast, multithreaded processing of large data sets or sample data 
(WHITE PAPER) READ ABSTRACT |

Change Management Best Practices for the Engineering and Construction Industry by Oracle Corporation

April 2009 - (Free Research)
The purpose of this white paper is to highlight best practices of identifying and managing changes that might occur on a construction project, and provide a process to effectively manage changes on construction projects. 
(WHITE PAPER) READ ABSTRACT |

Acronis vmProtect 6 by Acronis

December 2011 - (Free Research)
Built specifically for VMware vSphere™, Acronis® vmProtect™ 6 provides all the features you need in an extremely easy-to-use solution that can be deployed in minutes so you can start to perform your backup and recovery tasks. 
(TRIAL SOFTWARE) READ ABSTRACT |

Social Customer Service: The Pivotal Driver of the Social Enterprise by LiveOps

July 2012 - (Free Research)
Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

Eight Ways to Boost Workforce Efficiency and Quality with Continuous Workforce Optimization by Genesys

March 2014 - (Free Research)
To ensure high quality, engaging customer interactions, continuity between front office, back office, and other supporting divisions is key. Many organizations are turning to workforce optimization (WFO) tools to optimize efficiency, and savvy companies are looking to integrated solutions to deliver the most benefits. 
(WHITE PAPER) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) 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 |

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 |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 2012 - (Free Research)
This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success. 
(WHITE PAPER) READ ABSTRACT |

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