Today, technology provides tremendous, previously untapped opportunities for a carrier to enhance the experience of channel members and ensures greater productivity. This paper describes the challenges carriers face in the area of loyalty and the ways technology enables carriers to address common agent frustrations in unprecedented ways. 

The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. 

When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a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. 

This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. 

Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. 

As technology evolves, there is a never-ending question to designers and implementers: "What is coming next?" The answer is "Collaboration." The move to collaboration is strengthened by the actions of Cisco and Microsoft, as they have each unveiled several collaborative technologies and the means to integrate them utilizing Web 2.0 programming. 

In this webcast, learn ways to combat the malicious code of malware and trojans from McAfee's Stuart McClure. Gain insight into how application whitelisting, a means of providing security with less overhead without negative performance impact, can aid your compliance initiatives while not raising operational costs. 

This white paper describes how security that is built into a dynamic infrastructure can mitigate risks, enabling agility, secure collaboration, and business transformation. The IBM Security Framework and lifecycle approach can help address changing business requirements. 

This white paper addresses the concerns of chief information officers and network architects worried about how to best utilize new data transport infrastructures from an economic, operational, and security perspective. The purpose of this paper is to assist decision makers selecting new data transport methods and infrastructures. 

This paper shows how to implement greater security for data and applications using two-factor authentication. It demonstrates how a cloud-based solution for two-factor authentication delivers a high level of security with minimal user impact and protects against unauthorized access. Read on to learn more. 

As part of its comprehensive security framework, IBM offers a broad, unified array of integrated access authorization and identity management solutions that enable organizations to secure their collaboration and access processes in alignment with their overall business needs. 

This white paper was designed with the aim of revealing, understanding, analyzing, and presenting the predominant issues relating to the adoption of Web 2.0 technologies in the corporate environment.