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Gartner: The future of videoconferencing by ComputerWeekly.com

September 01, 2010 - (Free Research)
With a transition to new endpoints, capabilities and services, changes are on thehorizon for videoconferencing, and the emphasis is now shifting to improvingendpoint coverage and adding reach. 
(WHITE PAPER) READ ABSTRACT |

How Cloud-Based Contact Centers Improve Customer Experience by Genesys

March 31, 2013 - (Free Research)
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies 
(WHITE PAPER) 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 |

Gartner: CIO checklist for next-generation mobile strategies by ComputerWeekly.com

July 31, 2012 - (Free Research)
This article by Gartner analysts provides CIOs with a checklist of guidelines and questions to help businesses make the most out of the next generation mobile technology. 
(ANALYST BRIEF) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya

October 29, 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. 
(WHITE PAPER) READ ABSTRACT |

Gartner: Best practices for I&O for cloud-readiness by ComputerWeekly.com

January 14, 2013 - (Free Research)
Gartner analysts explain how Infrastructure and Operations (I&O) teams can best prepare for the cloud. 
(ANALYST BRIEF) READ ABSTRACT |

Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects

August 2007 - (Free Research)
Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner. 
(WHITE PAPER) READ ABSTRACT |

Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center by Genesys

June 2014 - (Free Research)
Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform. 
(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 |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies

April 2012 - (Free Research)
This paper discusses first contact resolution and the offerings for measuring success with FCR. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Security: Moving to the True Cloud by LiveOps

December 2010 - (Free Research)
Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Security in the Cloud: Questions to Ask & Answers to Expect by LiveOps

October 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 |

Delivering a Superior Customer Experience by Avaya

April 2012 - (Free Research)
Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels. 
(WHITE PAPER) READ ABSTRACT |

Best Practices for Managing the Increasing Depth of Compliance Regulation by IBM

May 2011 - (Free Research)
According to Gartner Research, 41% of corporations have employed a chief compliance officer to keep up with today’s increasingly complex compliance regulations.  Learn what actions your organization can take to ensure compliance with evolving regulations. 
(EGUIDE) READ ABSTRACT |

The Future of Authentication for Online Services by SafeNet, Inc.

November 2009 - (Free Research)
In this white paper, we take a look at how strong authentication can benefit eCommerce and online services. We will evaluate the risks that identity fraud, phishing and cybercrime pose for online service providers and discuss how strong user authentication can alleviate these risks. 
(WHITE PAPER) READ ABSTRACT |

Gartner research report on Cloud Services Brokerages by Intel

September 2011 - (Free Research)
A cloud services brokerage (CSB) is a type of service provider that plays an intermediary role in cloud computing. This research defines CSBs and outlines the capabilities that are needed to successfully intermediate cloud services. 
(WHITE PAPER) READ ABSTRACT |

Taking the Pain out of Data Protection, Recovery and Restore by Zetta Inc.

September 2010 - (Free Research)
Ninety five percent of organizations that failed to recover their data and systems within two weeks of a disaster go out of business within two years. This is not a pretty picture. Regrettably, the consequences of poor DR preparedness will only come to light when there is a disaster. There has to be a better way. There is.  
(WHITE PAPER) READ ABSTRACT |

Five Steps to Secure Outsourced Application Development by Veracode, Inc.

February 2009 - (Free Research)
Application security has risen to the top of the agenda for security professionals striving to control their overall risk profile. According to US Computer Emergency Response Team (US-CERT) and Gartner, 75% of new attacks target the application layer and software vulnerabilities have reached... 
(WHITE PAPER) READ ABSTRACT |

E-Guide: Expert guide to server virtualization by CA Technologies.

July 2010 - (Free Research)
This expert e-guide on virtual security reveals four key points you must keep in mind to ease security integration as your virtualization project comes together. In addition, Gartner explains the six most common server virtualization security risks, along with advice on how to address each issue. 
(EGUIDE) READ ABSTRACT |

Computer Weekly – 13 November 2012: Government commits to open standards by ComputerWeekly.com

November 2012 - (Free Research)
In this week's Computer Weekly, we look at the government's controversial new policy on open standards and what it means for public sector IT. After hurricane Sandy hit New York, we talk to one datacentre operator about how it kept services running. And our latest buyers' guide examines the market for infrastructure on demand. Read the issue now. 
(EZINE) READ ABSTRACT |

The Data Center Dilemma: Controlling Costs While Managing Risk by Emerson Network Power

July 2010 - (Free Research)
The escalation in data center costs has been driven by the demand for computing. IT has responded to this demand by adding more servers and replacing older servers with newer devices that deliver more power in less space. Read this whitepaper to learn more. 
(WHITE PAPER) READ ABSTRACT |

Computer Weekly 24 January 2012: Has Microsoft succeeded with Trustworthy Computing? by ComputerWeekly.com

January 2012 - (Free Research)
In this week’s Computer Weekly, we mark the 10th anniversary of Microsoft’s Bill Gates announcing the Trustworthy Computing initiative, and ask if it has made IT more secure. We look at what Oracle’s latest developments mean for its software users running rivals’ servers, and conclude our Buyer’s Guide to IT consumerisation. Download the issue now. 
(EZINE) READ ABSTRACT |

Gartner Magic Quadrant for WAN Optimization 2013 by Riverbed Technology, Inc.

April 2013 - (Free Research)
Riverbed is positioned in the Leaders Quadrant of the 2013 Gartner Magic Quadrant for WAN Optimization Controllers. In this report, Gartner evaluates vendors based on their ability to execute and completeness of vision. 
(ANALYST REPORT) READ ABSTRACT |

Top 10 BYOD Pitfalls to Avoid by SearchSecurity.com

July 2013 - (Free Research)
This expert E-Guide dives into how to make BYOD successful by overcoming potential obstacles and minimizing security risks through policy and technology. 
(EGUIDE) READ ABSTRACT |

Magic Quadrant for Cloud-Based IT Project and Portfolio Management Services by Innotas

May 2013 - (Free Research)
Cloud-based IT project and portfolio management (PPM) software is gaining popularity, but with all the vendor hype and so many options, choosing the right one can be difficult. In this in-depth Gartner report, explore why so many organizations are turning to cloud-based PPM, and compare the strengths and weaknesses of popular software vendors. 
(WHITE PAPER) READ ABSTRACT |

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