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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 |

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 |

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 |

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Unified Communications and Indiana University Medical Group by CDW Corporation September 2009 - (Free Research) When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a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

Allied Solutions Moves IP Telephony System to CDW Data Center by CDW Corporation September 2009 - (Free Research) As part of a larger outsourcing project, Allied Solutions decided to outsource their IP Telephony infrastructure to take advantage of the stability, security, and redundancy that a data center could offer. To achieve this goal, they turned to CDW’s Hosting and Managed Services solutions.  (CASE STUDY) READ ABSTRACT |

Analyzing the Total Cost of a Global Service Desk by CompuCom Systems, Inc. April 2009 - (Free Research) Do you know what it really costs to operation your Service Desk? If your organization has not addressed Total Cost of Ownership, you are probably experiencing out-of-control cost increases and reduced service quality for end-user support. Read this white paper to learn about CompuCom's Service Desk solution.  (WHITE PAPER) READ ABSTRACT |

Top 10 Reasons to Outsource by Everyone.net December 2009 - (Free Research) Read this white paper today and learn how outsourcing your email service can increase employee productivity, reduce costs and improve the overall experience for your employees, vendors and customers.  (WHITE PAPER) READ ABSTRACT |

Reducing Compliance Risk in the Cloud by VeriSign, Inc September 2009 - (Free Research) When you outsource cloud computing, you are putting your data in the hands of a third party. In this video, Rena Mears of Deloitte & Touche LLP reviews how cloud computing is effecting data classification and security. She answers some of the toughest questions about service provider agreements, compliance, and what’s next for data management.  (VIDEO) 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 |

Ten Steps to Safeguard Small Business Data by i365, A Seagate Company November 2009 - (Free Research) Your small business has distinct needs that differ from either consumers or larger businesses. Here are ten steps to help you to protect your data if your resources are limited?  (WHITE PAPER) READ ABSTRACT |

Preparing for the 2.0 World: How Enterprises Need to Think About Emergent Social Technologies by Sun Microsystems, Inc. April 2009 - (Free Research) Social technologies, commonly called Web 2.0, were originally used to describe consumer technologies that enable groups to organize and share information and media. But enterprises quickly caught on to the value of these easy-to-use tools for capturing and sharing ad hoc information that may otherwise not be documented.  (WHITE PAPER) READ ABSTRACT |

Pocket eGuide - Stretching the Security Dollar: 4 Necessary Questions for your Managed Services Provider by AT&T Corp October 2009 - (Free Research) The idea of using a managed security services provider (MSSP) to stretch your security dollar may sound appealing. MSSPs bring enterprise-class security into the midmarket price range. However, there are several important security issues to consider before diving in head first. Read this E-Guide to learn more about these security issues.  (EGUIDE) READ ABSTRACT |

Retailers' Response to the Global Economy Downturn - Enabling Immersive Shopping Experiences by Oracle Corporation March 2009 - (Free Research) This white paper will explore the global retail industry's movement towards the attainment of total immersive shopping experience (ISE) abilities, and discuss how integrated customer relationship management (CRM) software suites will represent the key technological enabler to achieve this fundamental strategic business objective.  (WHITE PAPER) READ ABSTRACT |

Online data backup and recovery tips for SMBs by 3X Systems October 2009 - (Free Research) Online backup is an effective solution for SMBs, which are often challenged by many of the same data management issues larger companies face. This podcast covers various aspects of online backup services, how to evaluate your needs, what to look for given your backup requirements, and how to decide if a combined backup/DR plan is right for you.  (PODCAST) READ ABSTRACT |

Panda Managed Office Protection by Panda Security August 2009 - (Free Research) Panda Managed Office Protection is a security solution for PCs and servers based on the concept of Software as a Service (SaaS). Software as a Service lets companies focus on their core business, freeing them from the management tasks and operating costs associated with traditional security solutions.  (DATA SHEET) 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 |

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 |

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 |

eBook - Chapter 4: Pay-Per-Use in the Cloud – Cutting Infrastructure Costs by SearchCloudComputing.com September 2009 - (Free Research) Buying Infrastructure as a Service is a mouth-watering prospect for CIOs and IT departments eager to drive down costs and speed up provisioning. But once IT is outsourced, keeping control of it is a major challenge.  (EBOOK) 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)

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