Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. 

Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. 

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. 

This whitepaper will demonstrate why Data Services are a foundation requirement for enterprise SOA deployments by describing how just how valuable, and complex, business data is for the businesses that rely on it. 

MKS Toolkit for Enterprise Developers is the ultimate in UNIX to Windows migration. Maintain a single course base across UNIX and Windows saving time and money for years to come, while cutting development time - 70%, 80%, even 90%. 

The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This paper walks you through key strategies for implementing an effective lead follow-up and qualification process. 

This study illustrates the financial impact of deploying Microsoft Exchange 2010 for a retail and distribution organization of 1,500 employees and $450 million in annual revenue. 

Many administrators who oversee their organization’s backup and recovery are considering an all-in-one data protection (DP) solution. There are eight things to consider before you make your decision on which solution to purchase and this white paper explains them. 

Do you have an accurate picture of your messaging environment? Do you have a comprehensive view across multiple messaging platforms? Now you can. 

This resource provides IT security professionals with the information needed to understand PCI compliance and specifically, one of the standard's latest requirements, 6.6. In addition, the paper offer tips for successful PCI 6.6 compliance and highlights compliance successes from real-world companies. 

Microsoft Dynamics CRM Online delivered the reliable solution Norris needed to safeguard, analyze, and share customer data with employees. His team can now use that data to much more effectively sell and up-sell his firm's products and services. 

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.