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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Voice Architectures and Deployment Models by Global Knowledge December 2008 - (Free Research) Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components.  (WHITE PAPER) READ ABSTRACT |

Converging Voice and IT Networks to Mobilize the Enterprise by Hewlett-Packard Company September 2009 - (Free Research) Because employees on the move require consistent access to people and data, enterprises have invested heavily in communications. HP and Ericsson have combined their strengths to provide an innovative, standards-based framework to unify and consolidate all the elements of an enterprise communications infrastructure.  (WHITE PAPER) READ ABSTRACT |

Networking and Unified Communications by CDW Corporation September 2009 - (Free Research) In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more.  (WHITE PAPER) READ ABSTRACT |

Improving Network Security: An Out-of-the-Box Approach by ArcSight, Inc. September 2009 - (Free Research) This video provides a short primer on VoIP and an attackers' objective.  (VIDEO) READ ABSTRACT |

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation September 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a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.  (CASE STUDY) READ ABSTRACT |

Double-Take Software Case Study: Matrix Group by Double-Take Software UK October 2009 - (Free Research) Matrix Group, a privately owned financial services business, was looking to implement a full disaster recovery and continuity strategy. Read this case study to learn how Matrix Group worked with Double-Take Software to create a highly resilient, reliable and predictable IT system.  (CASE STUDY) READ ABSTRACT |

Oracle on the HP BladeSystem Matrix: Standardize, Optimize and Automate by Hewlett Packard Company and Intel July 2009 - (Free Research) IT projects are being increasingly scrutinized, so expenditures must support business requirements and contribute to the operational efficiency of the data center. Combined with HP technology, Oracle dynamically optimizes shared resources to simplify administration of the physical and virtual platforms, letting you meet those business objectives.  (WHITE PAPER) READ ABSTRACT |

The E-Discovery “How-To” Guide: Practical Recommendations for Streamlining Corporate E-Discovery by Clearwell Systems October 2008 - (Free Research) This paper breaks down the e-discovery process into phases, discusses best practices and relevant technologies for each phase, and provides a matrix to guide an e-discovery team’s decision making process.  (WHITE PAPER) READ ABSTRACT |

FACTS® MANAGED CARE SUITE™ by Ebix Health, Inc. January 2001 - (Free Research) The FACTS MANAGED CARE SUITE provides a full range of reports to help you manage your organization, design plan requirements, and control and monitor costs.  (ARTICLE) READ ABSTRACT |

How Savvy Technology Marketers Can Improve Results with an Intelligent Content Strategy by KnowledgeStorm, Inc (E-mail this company) October 2005 - (Free Research) The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions.  (WHITE PAPER) READ ABSTRACT |

How to Reduce Eclipse BIRT Development Effort for Data Visualizations by Actuate September 2009 - (Free Research) Actuate BIRT Interactive Viewer is a web-based tool for the interactive analysis and modification of reports. Download this white paper to learn how with Actuate BIRT Interactive Viewer end users can change formatting, hide, add or move data, create charts, sort data and apply functions to data.  (BROCHURE) READ ABSTRACT |

Business Communication Tools for Tough Times by Cisco Systems, Inc. August 2009 - (Free Research) Small businesses in particular have to do more with less, without compromising the ability to deliver quality products and services to their customers. Unified communications and Web 2.0 collaboration tools can help your employees be more productive right from their desktops, simply, easily, and cost-effectively.  (WHITE PAPER) READ ABSTRACT |

Delivering Quality Leads, Not Just Quantity: The Interactive Value of Webinars by Citrix Online December 2008 - (Free Research) Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more.  (WHITE PAPER) READ ABSTRACT |

Designing Compelling Business Intelligence Business Cases for an SAP® Software Landscape: Scenarios for Leveraging Solutions From SAP and Business Objects by SAP BusinessObjects June 2009 - (Free Research) A recent worldwide survey listed business intelligence (BI) as CIOs' number one priority for 2008, the third consecutive year BI topped the list. From a business user perspective, this translates into more interactive and pervasive BI, both creating a richer user experience and reaching every place where work is done.  (WHITE PAPER) READ ABSTRACT |

Connect the Dots: 5 Tips on Mastering Requirements Traceability by Jama Software December 2009 - (Free Research) Companies with mature requirements management and traceability processes achieve 75% higher success rates. Change, if managed poorly, will wreak havoc on even the most talented and experienced development teams. Learn how traceability can benefit your team by helping you stay connected, manage change, improve quality, and more.  (WHITE PAPER) READ ABSTRACT |

Dell Data Center 360 - Interactive Video Tour by Dell, Inc. and Intel November 2009 - (Free Research) The demands on your data center are constantly increasing, and with data growing even fifty-fold in three years, how can you stay ahead? How can you optimize your data center? Take this interactive data center tour and learn more.  (INFORMATION CENTER) READ ABSTRACT |

Realize effective distributed development via a virtual software factory by IBM September 2009 - (Free Research) This one minute flash video and accompanying interactive pdf will introduce you to the concept of a virtual software factory. Check out the interactive pdf for information and links to the solutions behind the factory, including links to some of our newest ROI calculators.  (ASSESSMENT TOOL) READ ABSTRACT |

Crystal Reports - The Affordable, Trusted Solution that Just Works by SAP BusinessObjects August 2009 - (Free Research) With Crystal Reports - solve report design and information sharing issues through: powerful report and dashboard mashups, secure report sharing, management, scheduling and publishing - an affordable, cross-platform solution, that just works.  (DEMO)

Targeted Interactive Advertising: A Killer Revenue App by Alcatel-Lucent November 2009 - (Free Research) Marcio Nespatti, Alcatel-Lucent, discusses the latest research on next generation advertising.  (VIDEO) READ ABSTRACT |

Which UPS is Right for the Job? Considerations in Choosing Standby, Line-Interactive, Double-Conversion Designs - and New High-Efficiency, Multi-Mode Capabilities - for Your Data Center by Eaton Corporation October 2009 - (Free Research) This white paper describes how various UPS topologies work and looks at the impact of operating mode on five key factors of UPS performance  (WHITE PAPER) READ ABSTRACT |

From Here to There, You Can Find it Anywhere: Building Local/Geo-Search with Apache Lucene and Solr by Lucid Imagination November 2009 - (Free Research) Join Grant Ingersoll, co-founder of Lucid Imagination and chairman of the Apache Lucene PMC, and Ryan McKinley, co-founder of Voyager GIS and Apache Lucene PMC member, and Sameer Maggon of AT&T Interactive for an in-depth technical workshop on the potential and application of the newly released Lucene Spatial libraries.  (WEBCAST) READ ABSTRACT |

Working Smarter: Enriching the Jazz environment with Lotus social software by IBM September 2009 - (Free Research) This interactive teleconference will answer your questions about combining social software (instant messaging, team wikis, blogs, and professional networks) with software delivery tools.  (PRESENTATION)

Voice and Video: Breaking the Bandwidth Barrier by Blue Coat October 2009 - (Free Research) This webcast takes a look at the bandwidth issues that inevitably come up with the use of voice and video conferencing over IP. It covers issues like voice quality metrics, tips and tricks for improving voice quality, and the similarities between managing video and voice content. Read on to learn more.  (WEBCAST) READ ABSTRACT |

7 Ways to Inspire Customer Loyalty with Voice of the Customer (VOC) Initiatives by Vovici October 2009 - (Free Research) In the most challenging economic environment in generations, organizations are more focused than ever on retaining customers and maintaining existing revenue. Many businesses have put significant resources into implementing CEM and VOC programs. Read on to learn seven ways to inspire customer loyalty using these VOC initiatives.  (WHITE PAPER) READ ABSTRACT |

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