Customer Support Solution by Extraview Corporation. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer more... >> Discover more offerings from Extraview Corporation.
		TechExcel CustomerWise (formerly TechExcel CRM) Customer Support Software by TechExcel, Inc.. CustomerWise helps optimize your support process by providing your internal support team with all of the tools necessary to resolve support requests quickly. From incident more... >> Discover more offerings from TechExcel, Inc..
		CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc.. Build your CRM system so it is flexible enough to quickly respond to changing customer needs and business challenges to sustain a competitive advantage and enjoy a profitable more... >> Discover more offerings from SAP America, Inc..

Best Practices for Remote Support and Services by Citrix Online-GotoAssist July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service. (CASE STUDY) READ ABSTRACT |

Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice by Astea International Inc. (E-mail this company) September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost. (WHITE PAPER) READ ABSTRACT |

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals. (ANALYST REPORT) READ ABSTRACT |

Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc. (E-mail this company) August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry (WHITE PAPER) READ ABSTRACT |

Preventing IT Disasters: Backup Air Conditioners for Small to Mid-Size Server Rooms and Network Closets by MovinCool April 2008 - (Free Research) The most important benefit of portable air conditioners is that they allow quick and easy installation that does not violate most lease agreements and does not normally require prior approval of the building owner. (WHITE PAPER) READ ABSTRACT |

Sage Accpac: Scalable ERP solutions for Small/Mid-sized Businesses by Sage Software Inc. (E-mail this company) Sage Accpac ERP system is a robust accounting and operations system for small and midsized businesses. You can create a perfect fit for your business by opting for only the modules you need now, then integrating additional functionality as you grow. With our full range of applications, you have the ability to streamline your entire enterprise.  (ASP & SOFTWARE PRODUCT)

Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company) July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels. (ANALYST REPORT) READ ABSTRACT |

Astea Alliance Service Management Suite by Astea International Inc. (E-mail this company) Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.  (SOFTWARE PRODUCT)

Veritas NetBackup™ 6.5 for VMware 3.x: Best Practices by Symantec Corporation. June 2008 - (Free Research) This paper covers best practices for designing solutions for--and protecting--VMware virtual machines. (WHITE PAPER) READ ABSTRACT |

The Call for More Progressive Self-Service by Pitney Bowes Group 1 Software July 2008 - (Free Research) This white paper reviews five best practices that make flexible Online Billing meet and exceed customer expectations. E2 suite offers a proven online account management solution that makes it easy to incorporate these practices into your business. (WHITE PAPER) READ ABSTRACT |

Best Practices for Home Agents by Avaya, Inc June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. (WHITE PAPER) READ ABSTRACT |

OASIS Workers Comp; Claims, Policy, and Financial Management by Delphi Technology, Inc. (E-mail this company) OASIS Workers Comp is a component-based, fully integrated insurance processing system that supports full-service workers' compensation insurance companies, third party claims administrators, and self-insured entities.  (ASP & SOFTWARE PRODUCT)

OASIS Professional Liability; Claims, Policy, and Financial Management by Delphi Technology, Inc. (E-mail this company) OASIS Professional Liability is a component-based, fully integrated insurance processing system, that supports full-service professional liability insurance companies, third party claims administrators, and self-insured entities.  (ASP & SOFTWARE PRODUCT)

ServiceCEO Enterprise--Multi-site Service Organization Management by Insight Direct (E-mail this company) ServiceCEO Enterprise enables you to have total control over your multi-site service organization, all using one centralized database. It is perfect for the franchisor that needs to handle multiple companies, locations, and/or branches. You'll be able to be more efficiently and with fewer people—meaning you'll be able to run it more profitably.  (SOFTWARE PRODUCT)

Deploying F5 Networks BIG-IP Local Traffic Manager with WebAccelerator for Microsoft Office SharePoint Server 2007 by F5 Networks (E-mail this company) December 2007 - (Free Research) One approach to improving overall system performance is the use of a class of Traffic Management Device commonly referred to as a WAN Accelerator. This paper details the results of using one such solution – the F5 Networks® BIG-IP® Local Traffic Manager™ (LTM™). Test results showed a significant increase in user-perceived performance. (WHITE PAPER) READ ABSTRACT |

Citrix XenServer Dell Edition Product Literature by Citrix Systems and Dell Inc. June 2008 - (Free Research) This guide provides information on Citrix XenServer Dell Edition features, supported hardware, reference configurations, and best practices. (ARTICLE) READ ABSTRACT |

Mobile Field Services Best Practices by Astea International Inc. (E-mail this company) November 2007 - (Free Research) According to Aberdeen research, mobile technology is a critical enabler of delivering efficient post-sale service and a natural tool for field service operations. Aberdeen Group examined the field service strategies, capabilities, and related technologies of nearly 250 companies. This paper provides best practices gleaned from that study. (WHITE PAPER) READ ABSTRACT |

Keeping Your Workforce Connected by Cisco Systems, Inc March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. In this whitepaper learn how IP (Internet Protocol) communications and Virtual Private Networks (VPNs) can help your business. (WHITE PAPER) READ ABSTRACT |

ServicePower - Strengthening the Service Chain by SERVICEPower. ServicePower’s application set is highly configurable – you can choose what works best for your service organization. The same application is proven in a wide range of service industries and so our customers represent a cross-section of world leading companies in the insurance, medical, appliance, security and consumer electronics industries.  (ASP & SOFTWARE PRODUCT)

Desktop Delivery: Making Desktop Virtualization Work by Citrix August 2008 - (Free Research) This whitepaper discusses Desktop Virtualization and the impact on desktop management. It explores the challenges for desktop management in a pre-Desktop Virtualization world and issues that are not well addressed by Desktop Virtualization. (WHITE PAPER) READ ABSTRACT |

How Empowering Customer-facing Employees Leads to Extraordinary Results: Empowerment as a Growth Strategy by Oracle Corporation. August 2008 - (Free Research) Discover why empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy. (WHITE PAPER) READ ABSTRACT |

IFS Applications - Supply Chain Management by IFS Increase your margins by controlling your costs and turn your strategy into reality. Our supply chain management software will enable you to master the three key disciplines of cost, availability and quality.  (SOFTWARE PRODUCT)

Data Center TCO - A Comparison of High-density and Low-density Spaces by Intel Corporation. July 2008 - (Free Research) TCO represents the cost to the owner to build, as well as the cost over time to operate and maintain the data center, these costs are all brought back to a present value using appropriate engineering economics. (WHITE PAPER) READ ABSTRACT |

Best Practices for Storage Consolidation in Elementary and Secondary Education Environments by StorMagic, Inc. May 2008 - (Free Research) The first step in putting data to work for your organization is protecting and keeping track of it, and the best way to do that is by pooling it with a networked storage set up. (WHITE PAPER) READ ABSTRACT |

ERP for Service Organizations by Epicor Software Corporation. Moving beyond Professional Services Automation (PSA), Epicor for Service Enterprises is an ERP solution developed specifically mid to large sized professional service organizations. It streamlines every aspect of your business -- from bid management to engagement delivery, from resource management to project accounting and portfolio management.  (SOFTWARE PRODUCT)

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