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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Voice Architectures and Deployment Models by Global Knowledge December 2008 - (Free Research) Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components.  (WHITE PAPER) READ ABSTRACT |

Converging Voice and IT Networks to Mobilize the Enterprise by Hewlett-Packard Company September 2009 - (Free Research) Because employees on the move require consistent access to people and data, enterprises have invested heavily in communications. HP and Ericsson have combined their strengths to provide an innovative, standards-based framework to unify and consolidate all the elements of an enterprise communications infrastructure.  (WHITE PAPER) READ ABSTRACT |

Networking and Unified Communications by CDW Corporation September 2009 - (Free Research) In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more.  (WHITE PAPER) READ ABSTRACT |

Improving Network Security: An Out-of-the-Box Approach by ArcSight, Inc. September 2009 - (Free Research) This video provides a short primer on VoIP and an attackers' objective.  (VIDEO) READ ABSTRACT |

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation September 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained.  (CASE STUDY) READ ABSTRACT |

Disaster Got You Down? by CDW Corporation September 2009 - (Free Research) While trying to predict an outage is impossible, being prepared for one is not. Having the right tools in place to respond to a "disaster" is essential to sustaining a successful organization. A business-continuity / disaster-recovery plan can help you cut costs by avoiding downtime, lost revenue and dissatisfied customers.  (WHITE PAPER) READ ABSTRACT |

Smarter Development Environments: A Conversation with Grady Booch by IBM September 2009 - (Free Research) Join Grady Booch in a freewheeling, interactive conversation on the future of software delivery in the current internet culture and new social media vehicles.  (WEBCAST)

Podcast--Connecting Through Content Issue One: How Technology Marketers Meet Buyers' Appetite For Content by KnowledgeStorm, Inc (E-mail this company) May 2007 - (Free Research) This report discusses content strategies and preferences from the unique perspectives of both the B2B technology buyers and marketers.  (PODCAST) READ ABSTRACT |

Connecting Through Content: Issue One by KnowledgeStorm, Inc (E-mail this company) March 2007 - (Free Research) This report, Issue One: How Technology Marketers Meet Buyers' Appetite for Content is the first in the Connecting Through Content series, which explores content creation, distribution and lead nurturing through the dual marketers' and technology buyers' perspectives.  (ANALYST REPORT) READ ABSTRACT |

Email Archiving: Mitigate Risk - Managing Compliance, eDiscovery, and Records Requests by Mirapoint Software, Inc. September 2009 - (Free Research) Learn the importance of email archiving and how it can help solve the many challenges facing organizations today with compliance, continuity in business knowledge, data retention policies and requests for electronic discovery.  (WHITE PAPER) READ ABSTRACT |

Beyond Supply Chain Visibility: Response Management Is the Key by SAP AG September 2008 - (Free Research) Supply chain visibility ranks as one of the top two application focus areas for companies as part of their supply chain technology investment plans. Supply chain executives view visibility as the main goal for supply chain executives within supply chain initiatives. Read this paper for more.  (WHITE PAPER) READ ABSTRACT |

Reducing Risk through Requirements-driven Quality Management: An End-to-end Approach by Hewlett-Packard Company December 2008 - (Free Research) This white paper explains a structured way to manage requirements and how risk-based requirements and quality management are inseparable from the larger process of managing the planning, test and release of a software system.  (WHITE PAPER) READ ABSTRACT |

7 Essential Steps to Achieve, Measure and Prove Optimal Security Risk Reduction by Qualys, Inc. October 2009 - (Free Research) Rapid changes within technology, new server and software deployments, and the evolving sophistication of attack methods used to infiltrate systems and steal data create the greatest set of challenges faced by security and IT administrators trying to keep their systems secure and within regulatory compliance. Interested in reducing security risk?  (WHITE PAPER) READ ABSTRACT |

Business Together with Microsoft: the unified communications and collaboration solution of Orange Business Services and Microsoft by Orange Business Services July 2009 - (Free Research) With the momentum of IP convergence and the movement toward an all digital world, professional communication systems combining telephony over IP, e-mail, instant messaging and audio/video conferencing services are sparking serious interest due to the benefits they offer. Read on to learn more.  (WHITE PAPER) READ ABSTRACT |

Security Intelligence: Essential Decision Support for Security, Compliance and Risk Management Operations by SenSage Inc. December 2009 - (Free Research) The digital infrastructure used by businesses and governments is more sophisticated, more complex and more vital than ever. Read this paper to learn about Security Intelligence and Event Data Warehouse solutions that are purpose-built to address the decision support requirements of security, risk, and compliance operations.  (WHITE PAPER) READ ABSTRACT |

SharePoint 2010: Sneak Peak by Microsoft Corporation India Pvt Ltd December 2009 - (Free Research) SharePoint 2010 is the business collaboration platform for the Enterprise and the Web that enables you to connect and empower people through an integrated set of rich features. Watch this video for a sneak peak of Microsoft SharePoint 2010.  (VIDEO) READ ABSTRACT |

Live Chat: Unified Messaging features of Exchange 2010 by Microsoft December 2009 - (Free Research) Tune into this podcast featuring Jon Brown, Publisher of the Data Center media group, who answers chatters' most asked questions on Exchange 2010 and how it will help with unified communications implementation. Gain insight into the key differences between Exchange 2007 and 2010 as well as features regarding security and emails encryption.  (PODCAST)

7 Questions to Ask Before Choosing a Video Conferencing Solution by TANDBERG November 2009 - (Free Research) To assist you with the due diligence process of selecting a video conferencing product for your organization, read this white paper for 7 key questions to uncover any flaws or limitations of a given solution.  (WHITE PAPER) READ ABSTRACT |

How to Reduce Eclipse BIRT Development Effort for Data Visualizations by Actuate September 2009 - (Free Research) Actuate BIRT Interactive Viewer is a web-based tool for the interactive analysis and modification of reports. Download this white paper to learn how with Actuate BIRT Interactive Viewer end users can change formatting, hide, add or move data, create charts, sort data and apply functions to data.  (BROCHURE) READ ABSTRACT |

Firm Boosts Collaboration, Responsiveness to Customers with Unified Communications by Microsoft August 2008 - (Free Research) This case study examines the benefits BSA LifeStructures was able to gain by deploying a communications solution using Microsoft Office Communications Server 2007, Exchange Server 2007with Unified Messaging, and LifeCam webcams.  (CASE STUDY) READ ABSTRACT |

Information Security Essential Guide to SIMs by Information Security Magazine November 2009 - (Free Research) Security information management systems can now be used for proactive risk management and business intelligence. This Essentials Guide explains how this can be achieved. Read on to find articles that cover topics like today's SIM trends, incident response, threat management, and data analysis.  (EGUIDE) READ ABSTRACT |

PC-Disable Delivers Intelligent Client-Side Protection for Lost or Stolen Notebooks by Absolute Software December 2009 - (Free Research) Read this white paper to learn how new hardware-based technology, could help reduce the incidence of notebook theft. The result can be better protection of assets and sensitive data on notebooks, rapid reactivation when systems are returned, and reduced business risk.  (WHITE PAPER) READ ABSTRACT |

Collateral Damage: What the Crisis in the Credit Markets Means for Everyone Else by SAP AG October 2008 - (Free Research) Given the dramatic events in the capital markets, everyone is wondering what will happen next - and what the implications are for the wider economy. This paper will discuss challenges facing companies and how to respond.  (WHITE PAPER) READ ABSTRACT |

Five Easy Ways to Better Returns from Your Software Development Investments by IBM November 2009 - (Free Research) Discover how investing in software development brings back returns with reduced cost and risk, improved time-to-market, and enhanced productivity by following the simple best practices discussed in this webcast.  (WEBCAST) READ ABSTRACT |

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