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. 

Only rock-solid planning will get you to next-generation network and services convergence, and this Telecom Insights guide walks you through the trends affecting the telecom services business and lays out a path to getting there. 

Industry innovators Nexsan and FalconStor have formed a strategic venture to deliver the cost saving benefits of these technologies in an integrated system designed to optimize almost any backup environment and deliver immediate ROI. 

In this case study, learn how <i>bwin</i> used Novell Sentinel solution to improve security, reduce administrative effort and make it easier to demonstrate PCI DSS compliance. 

Join our industry panel of experts from EADS, CareFusion, and Chrysler as they discuss their experiences in implementing a structured approach to requirements management based on IBM Rational software. 

Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth. 

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. 

Through IBM client interviews across several industries and other industry and workload analyses, this paper examines the benefits and costs of IBM's CoD offering for high performance business and technical computing. 

To avoid a 7.96% increase in logistics costs, companies should follow the roadmap of Best in Class companies, which have been able to reduce costs or keep them flat via supply chain transformation. 

Take a look at how organizations are taking strides to align business strategy with actual initiatives, projects, and daily activities - in short, to close the gap between strategy and execution. 

Extending ERP is the focus of this document, which encompasses utilizing more functionality, extending the footprint beyond the core ERP functionality and making decisions between ERP vendors and pure play or "Best of Breed" solutions. 

This paper discusses about how technological advances are enabling improved decision making across three broad axes: simplicity and relevance, agility and integration. 

Human capital management (HCM) is becoming a priority for high-tech senior executives. The workforce is not only a source of competitive differentiation, but also the key to accomplishing a number of strategic goals such as product and service innovation and process improvements. This SAP Executive Insight addresses key questions.