Information technology is ubiquitous in organizations, but what distinguishes top-notch IT from merely adequate IT? Read this article written by the Economist, to learn how leading companies enable IT to perform optimally. 

Oracle's range of offerings to mid-size and emerging companies reflects its vision that BI and EPM solutions can be embraced by companies of all sizes. 

CIOs are increasingly aware that the Linux® platform offers a low-risk, robust, and value-for-money alternative to traditional UNIX® platforms. This whitepaper will list and describe a simple, six-step process for migrating from UNIX to Linux. 

Data deduplication is a must-have technology for today's enterprises. However, there are a wide range of choices and issues to be considered. This article covers six steps an organization can take to make sure implementing a deduplication technology is a smooth process. 

After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. 

Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 

BMC Software's internal IT organization launched a virtualization and automation initiative that achieved financial payback in less than six months. The effort improved productivity, increased responsiveness, and saved the company $5 million per year. 

Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. 

The company’s previous tape system wasn’t meeting Cornerstone’s needs, particularly with 50 percent annual data growth. Cornerstone selected the Quantum Scalar i500 intelligent tape library platform due to its modularity, speed and the ability to move to LTO-4 tapes. 

This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more. 

This whitepaper provides six tips for an SMB approach to protecting critical data. These tips used in conjunction with Double-Take Availability from Double-Take Software can help SMBs defend against crippling downtime and data loss. 

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.