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. 

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. 

This video provides a short primer on VoIP and an attackers' objective. 

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. 

This interactive teleconference will answer your questions about combining social software (instant messaging, team wikis, blogs, and professional networks) with software delivery tools. 

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. 

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. 

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. 

Device manufacturers are balancing control with innovation, a dynamic that often controls the mobile ecosystem. This is why the McAfee Mobile Security Report 2009 is taking a closer look at manufacturers’ security experiences, their concerns and priorities, and their approach to major security challenges that lie ahead of them in the near future. 

Marcio Nespatti, Alcatel-Lucent, discusses the latest research on next generation advertising. 

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. 

Learn why Intel IT decided to move ahead with server refresh in 2009 after current economic conditions forced us to re-evaluate our strategy. Analysis found that delaying server refresh for a year would increase our costs by USD 19 million. 

This Networking Solutions Resource Center was developed to bring the latest information on networking technology to today's IT pros. The videos, reports, whitepapers, podcasts and other materials that you'll find here were created to show you how your company's networks can help the people who work there be more efficient and productive every day.