Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

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 |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact May 06, 2011 - (Free Research) Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).  (WHITE PAPER) READ ABSTRACT |

Contact Center Security: Moving to the True Cloud by LiveOps December 09, 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 |

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys March 27, 2008 - (Free Research) Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.  (WHITE PAPER) READ ABSTRACT |

Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology May 2008 - (Free Research) This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.  (WHITE PAPER) READ ABSTRACT |

Productive Workforce by Aspect March 2013 - (Free Research) Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.  (WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect December 2012 - (Free Research) You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.  (WHITE PAPER) READ ABSTRACT |

Implementing a Telecommuting Program by Avaya Inc. January 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.  (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 |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems April 2008 - (Free Research) By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.  (WHITE PAPER) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company) May 2006 - (Free Research) The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices.  (WHITE PAPER) READ ABSTRACT |

Integrating Information Labeling and Microsoft Active Directory Rights Management Services (AD RMS) by TITUS November 2010 - (Free Research) This white paper examines the challenges of content protection and user acceptance of content protection technology. It provides an overview of Microsoft's Active Directory Rights Management Services (AD RMS) and its integration with Titus' Document Classification and Message Classification product suites.  (WHITE PAPER) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company) August 2012 - (Free Research) Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.  (EBOOK) 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 |

Cost-Saving Tips for Contact Centers by Five9 May 2013 - (Free Research) For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.  (EGUIDE) READ ABSTRACT |

Contact Center Consolidation by CosmoCom, Inc. July 2008 - (Free Research) Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.  (WEBCAST) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc. July 2008 - (Free Research) This white paper provides the three best practices for today's profitable contact centers.  (WHITE PAPER) READ ABSTRACT |

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.  (WHITE PAPER) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.  (WHITE PAPER) READ ABSTRACT |

Microsoft Online: Exchange Online Forum by Microsoft April 2010 - (Free Research) Access this discussion board to get with some of the most relevant tasks related to understanding, setting up, and using Microsoft Exchange Online. It will cover capabilities and operation of Exchange Online, both Standard and Deskless.  (INFORMATION CENTER)

Windows Essential Business Server 2008: Deploying Windows Mobile 6 with Windows Essential Business Server 2008 by Microsoft December 2008 - (Free Research) This document provides step-by-step instructions for deploying devices powered with Windows Mobile 6 in an IT infrastructure that is based on the Windows Essential Business Server 2008 (Windows EBS 2008) server solution.  (WHITE PAPER) READ ABSTRACT |

Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center by Aspect December 2012 - (Free Research) For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.  (WHITE PAPER) READ ABSTRACT |

The Next-Generation Contact Center by Aspect October 2012 - (Free Research) Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

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