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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 |

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact

October 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results. 
(CASE STUDY) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(WHITE PAPER) READ ABSTRACT |

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

SIP contact centers: Key benefits and potential challenges by SearchSecurity.com

February 2012 - (Free Research)
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com. 
(EGUIDE) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)

February 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers. 
(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 |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc.

May 2008 - (Free Research)
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. 
(WHITE PAPER) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

Hilton Reservations Worldwide by Aspect

March 2008 - (Free Research)
Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management. 
(CASE STUDY) READ ABSTRACT |

Working Smart in IT Operations: The Case for Consolidated Operations by Hewlett-Packard Company

October 2008 - (Free Research)
This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. 
(WHITE PAPER) READ ABSTRACT |

IT Courseware by SkillSoft Corporation

SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes. 
(ASP & SOFTWARE PRODUCT)

CW+: Open Group technical report: IT Specialist Certification (ITSC) accreditation requirements by ComputerWeekly.com

October 2010 - (Free Research)
The Open Group IT Specialist Certification Program (the Program) is designed to validate the existence of those qualities and skills in a professional that enable the effective development, implementation, and operation of IT solutions. 
(WHITE PAPER) READ ABSTRACT |

CW+: Open Group technical document: IT Specialist Certification (ITSC) Conformance Requirements by ComputerWeekly.com

October 2010 - (Free Research)
The Open Group IT Specialist Certification Program (the Program) is designed to validate the existence of those qualities and skills in a professional that enable the effective development, implementation, and operation of IT solutions. 
(WHITE PAPER) READ ABSTRACT |

Get Certified - Avaya Communication Manager by Global Knowledge

May 2013 - (Free Research)
The Avaya Professional Credential Program is designed to make sure that individuals have the knowledge and skills to successfully sell, design, implement (install), and maintain Avaya products. 
(WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation

 
(SOFTWARE PRODUCT)

Five Reasons Why Hiring A Third-Party Specialist Makes Sense When Securely Disposing Your IT Assets by Iron Mountain

December 2013 - (Free Research)
Access this white paper to unveil the top 5 reasons why organizations should outsource IT asset disposal tasks. Learn how doing so can reduce costs and error, and ensure that economic, legal, and operations mandates are met. 
(WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations. 
(ASP & SOFTWARE PRODUCT)

Open Group technical document: IT Specialist Certification Accreditation Policy by ComputerWeekly.com

October 2010 - (Free Research)
A common characteristic of people-certification programs in the marketplace is that most test or validate the existence of relevant knowledge. Few reach beyond this. 
(WHITE PAPER) READ ABSTRACT |

The Value of an Integrated System for the Oil and Gas Industry by IFS

June 2013 - (Free Research)
Organizations in the oil and gas industry tend to rely on a lot of specialist business applications, but a lack of integration can cause headaches for IT. This five-minute webcast explains how the right enterprise resource planning (ERP) approach can bridge the gap between specialist functionality and total integration. 
(VIDEO) READ ABSTRACT |

Data Centre Energy Efficiency IT Handbook by SearchDataCenter.com

December 2011 - (Free Research)
The deadline for the UK's Carbon Reduction Commitment scheme has now passed, and companies will begin to receive fines if they can't demonstrate how they've reduced their carbon footprint or are putting processes in place to do so. This expert IT handbook offers detailed information about this new regulation and how organisations can adhere to it. 
(EBOOK)

Datacenter Management Optimization with Microsoft System Center by Microsoft

September 2009 - (Free Research)
System Center lowers the cost of delivering datacenter services through integrated, end-to-end management of physical and virtual environments, and supports the optimization of the datacenter in three primary ways. Each of these benefits, and the solutions that enable them, are discussed in this paper. 
(WHITE PAPER) READ ABSTRACT |

Next Generation Mainframe Computing by CA Technologies.

December 2011 - (Free Research)
The mainframe can enable substantial cost savings and efficiency gains, but only if effective management tactics are in place. This white paper examines the key advantages of the mainframe and offers exclusive advice for incorporating it into your overarching IT strategy. 
(WHITE PAPER) READ ABSTRACT |

Podcast: Virtualization is here: Is your network ready? by Citrix

July 2010 - (Free Research)
In this podcast, learn about the emerging technologies driving the transition to App Delivery 2.0. Uncover how network virtualization can be applied to better optimize application delivery, provide increased flexibility and create an efficient network infrastructure with a mix of hardware and software solutions. 
(PODCAST) READ ABSTRACT |

Virtualization is here: Is your network ready? by Citrix

July 2010 - (Free Research)
In this webcast learn about the emerging technologies driving the transition to App Delivery 2.0.  Uncover how network virtualization can be applied to better optimize application delivery, provide increased flexibility and create an efficient network infrastructure with a mix of hardware and software solutions. 
(WEBCAST) READ ABSTRACT |

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