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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 |

Key Considerations for Migration to Voice-Over-IP (VoIP) by Interactive Intelligence, Inc. August 19, 2009 - (Free Research) In this technical webinar you'll learn key things to consider as part of a business migration to voice-over-IP – designing your data network for QOS, traffic analysis and capacity planning, four possible architecture models, security requirements, and VoIP design components.  (WEBCAST) READ ABSTRACT |

Converging Voice and IT Networks to Mobilize the Enterprise by Hewlett-Packard Company September 01, 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 |

Convergence That Makes Sense - Bringing Together Voice and Data Networks by Hewlett-Packard Company September 01, 2009 - (Free Research) Converged voice and data networks are becoming a major part of every IT strategy. There are significant advantages in bringing together voice, video, e-mail, instant messaging, business data, and office applications in a single, integrated network. Convergence is not just about cost savings anymore.  (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 |

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 |

Business Together with Microsoft: the unified communications and collaboration solution of Orange Business Services and Microsoft by Orange Business Services July 2009 - (Free Research) With the momentum of IP convergence and the movement toward an all digital world, professional communication systems combining telephony over IP, e-mail, instant messaging and audio/video conferencing services are sparking serious interest due to the benefits they offer. Read on to learn more.  (WHITE PAPER) READ ABSTRACT |

Smarter Development Environments: A Conversation with Grady Booch by IBM September 2009 - (Free Research) Join Grady Booch in a freewheeling, interactive conversation on the future of software delivery in the current internet culture and new social media vehicles.  (WEBCAST)

Disaster Got You Down? by CDW Corporation September 2009 - (Free Research) While trying to predict an outage is impossible, being prepared for one is not. Having the right tools in place to respond to a "disaster" is essential to sustaining a successful organization. A business-continuity / disaster-recovery plan can help you cut costs by avoiding downtime, lost revenue and dissatisfied customers.  (WHITE PAPER) READ ABSTRACT |

Podcast--Connecting Through Content Issue One: How Technology Marketers Meet Buyers' Appetite For Content by KnowledgeStorm, Inc (E-mail this company) May 2007 - (Free Research) This report discusses content strategies and preferences from the unique perspectives of both the B2B technology buyers and marketers.  (PODCAST) READ ABSTRACT |

Connecting Through Content: Issue One by KnowledgeStorm, Inc (E-mail this company) March 2007 - (Free Research) This report, Issue One: How Technology Marketers Meet Buyers' Appetite for Content is the first in the Connecting Through Content series, which explores content creation, distribution and lead nurturing through the dual marketers' and technology buyers' perspectives.  (ANALYST REPORT) READ ABSTRACT |

Service Provider’s Pocket E-Guide to Fixed Mobile Convergence by CommuniGate Systems October 2009 - (Free Research) Telecom service providers have to work harder at creating new ways to generate voice services revenue as the demand for wireless grows and traditional voice services declines. This pocket E-Guide details how service providers can leverage next-gen voice services, like Fixed Mobile Convergence, to address this issue.  (EGUIDE) READ ABSTRACT |

Presentation transcript: Key Considerations for Migration to Voice-Over-IP (VoIP) by Interactive Intelligence, Inc. September 2009 - (Free Research) In this presentation transcript, based on the webcast of the same name, you'll learn key things to consider as part of a business migration to voice-over-IP – designing your data network for QOS, traffic analysis and capacity planning, four possible architecture models, security requirements, and VoIP design components.  (PRESENTATION) READ ABSTRACT |

Podcast: Key Considerations for Migration to Voice-Over-IP (VoIP) by Interactive Intelligence, Inc. August 2009 - (Free Research) In this technical podcast you'll learn key things to consider as part of a business migration to voice-over-IP - designing your data network for QOS, traffic analysis and capacity planning, four possible architecture models, security requirements, and VoIP design components.  (PODCAST) READ ABSTRACT |

Simplify and Automate: Building Your Roadmap to Improve IT Delivery and Support - A free one-day virtual seminar brought to you by BMC Software, Inc. by BMC Software, Inc October 2009 - (Free Research) Find out how you can build a plan for IT simplification and automation and get practical advice for your complex challenges around areas such as: business service management, service desk and self-service, mainframe cost optimization, virtualization and cloud computing.  (VIRTUAL SEMINAR) READ ABSTRACT |

Which Off-line CRM solution for Field Force? by Wipro Technologies October 2009 - (Free Research) This paper explores four different choices available for offline CRM solution based on SAP platform, namely SAP CRM Mobile Solutions for Laptop users, SAP CRM on Blackberry on other PDA's, CRM Online solution accessed over internet, Offline recording of information using SAP Interactive forms by Adobe.  (WHITE PAPER) READ ABSTRACT |

Analyst paper: Mobile Banking Creates a Bright Spot Within the Struggling Financial Services Industry by BlackBerry July 2009 - (Free Research) Mobile banking is quickly growing in popularity among young, affluent, tech-savvy smartphone users in America and Canada. As a result, financial institutions will have a highly interactive and expandable line of services and devices they can use to engage their customers.  (ANALYST REPORT) READ ABSTRACT |

Social CRM Comes of Age by Oracle Corporation April 2009 - (Free Research) Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM.  (WHITE PAPER) READ ABSTRACT |

Firm Boosts Collaboration, Responsiveness to Customers with Unified Communications by Microsoft August 2008 - (Free Research) This case study examines the benefits BSA LifeStructures was able to gain by deploying a communications solution using Microsoft Office Communications Server 2007, Exchange Server 2007with Unified Messaging, and LifeCam webcams.  (CASE STUDY) READ ABSTRACT |

Best Practices: Protect Your Online Revenue Through Web Performance Testing by Gomez September 2009 - (Free Research) Tune in to this webcast to hear from an industry expert as she discusses drivers and best practices for effective web performance testing and quality life-cycle management for today's rich and complex applications.  (WEBCAST) 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 |

Using cloud computing to accelerate your UC deployment by Smoothstone IP Communications June 2009 - (Free Research) In this webcast, Zeus Kerravala, SVP of Enterprise Research from Yankee Group, will define unified communications, provide an overview of cloud computing based UC services, describe the corporate benefits of cloud computing and provide practical advice for companies that want to explore this as a viable deployment option.  (WEBCAST) READ ABSTRACT |

IT Briefing: Using Cloud Computing to Accelerate your UC Deployment by Smoothstone IP Communications June 2009 - (Free Research) In this IT briefing, Zeus Kerravala, SVP of Enterprise Research from Yankee Group, will define unified communications, provide an overview of cloud computing based UC services, describe the corporate benefits of cloud computing and provide practical advice for companies that want to explore this as a viable deployment option.  (IT BRIEFING) READ ABSTRACT |

Right-Sizing Your Power Infrastructure: How to Optimize Energy Efficiency Without Impeding Growth by Eaton Corporation October 2009 - (Free Research) Read this paper to learn the ways in which new technologies are impacting power demand patterns, explores the consequences of having too much power capacity or too little and then provides concrete advice on strategies for right-sizing your power systems.  (WHITE PAPER) READ ABSTRACT |

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