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Analyst Report: Case Management Automation - Facilitating Compliance by EMC Corporation

September 30, 2010 - (Free Research)
Read this white paper to learn about the compliance implications of case-based process automaiton. 
(WHITE PAPER) READ ABSTRACT |

Driving Customer Service Success in the Cloud with Microsoft Dynamics CRM Online by Microsoft

August 23, 2010 - (Free Research)
Join us for this webcast to learn how Microsoft Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge. 
(VIDEO) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 21, 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

Hosted Contact Center Market Report: DMG Consulting by LiveOps

March 28, 2011 - (Free Research)
Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players. 
(ANALYST REPORT) READ ABSTRACT |

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data by Global Knowledge

June 21, 2013 - (Free Research)
In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes. 
(WHITE PAPER) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect

August 10, 2010 - (Free Research)
This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty. 
(WHITE PAPER) READ ABSTRACT |

Case Study: TORO National Support Network by NEC Corporation

August 05, 2009 - (Free Research)
Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility. 
(CASE STUDY) READ ABSTRACT |

Contact Center Costs: The Case for Telecommuting Agents by Avaya Inc.

April 2008 - (Free Research)
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center. 
(WHITE PAPER) READ ABSTRACT |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) 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 |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect

August 2013 - (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 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 |

Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences by Genesys

March 2013 - (Free Research)
In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies. 
(WHITE PAPER) READ ABSTRACT |

Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com

March 2013 - (Free Research)
Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment 
(ANALYST REPORT) READ ABSTRACT |

Business Case for Integrated Unified Communications and Contact Center Solution by ShoreTel

June 2010 - (Free Research)
In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates. 
(WHITE PAPER) READ ABSTRACT |

Case Study: The Push For Simple, Cost-effective PCI Compliance by Dell SecureWorks UK

July 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. 
(WHITE PAPER) READ ABSTRACT |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
(CASE STUDY) READ ABSTRACT |

Building CEM Expertise for Business Value by Genesys

August 2013 - (Free Research)
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. 
(EGUIDE) 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 |

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 |

Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
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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.... 
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 2013 - (Free Research)
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more. 
(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 |

ESG Analyst Report: “Changing the Way You Purchase Storage” by NetApp

August 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 |

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