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Legacy Tools: Not Built for Today's Helpdesk by LogMeIn, Inc. September 16, 2009 - (Free Research) This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to cut costs.  (WHITE PAPER) READ ABSTRACT |

The Leader in On-Demand Call Centers: Five9 Product Overview by Five9 September 10, 2009 - (Free Research) Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.  (PRODUCT OVERVIEW) READ ABSTRACT |

The Dynamic Infrastructure Worldwide Forum by IBM June 17, 2009 - (Free Research) View this on demand Dynamic Infrastructure Worldwide Virtual Forum for advice from leading experts on today's IT challenges.  (WEBCAST)

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 16, 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.  (CASE STUDY) READ ABSTRACT |

The Work-at-Home Agent Model for Improved Customer Loyalty by inContact December 03, 2009 - (Free Research) Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.  (WHITE PAPER) READ ABSTRACT |

ITSM guidance: ITIL V3 Update by SkillSoft Corporation August 07, 2009 - (Free Research) In an exclusive interview with Sharon Taylor, you'll hear her address the negative user comments about ITIL V3, the improved potential for ROI and the new V3 certification path.  (VIDEO) READ ABSTRACT |

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs by BMC Software, Inc June 15, 2009 - (Free Research) Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”  (WHITE PAPER) READ ABSTRACT |

Midmark Aims for Excellence with Efficient Products and Support by LogMeIn, Inc. September 16, 2009 - (Free Research) Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.  (CASE STUDY) READ ABSTRACT |

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns by Five9 September 10, 2009 - (Free Research) Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.  (CASE STUDY) 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 29, 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 |

Magic Quadrant for Endpoint Protection Platforms by Sophos Inc. May 12, 2009 - (Free Research) Gartner's Magic Quadrant for Endpoint Protection Platforms assesses a company's ability to execute and its completeness of vision. According to Gartner, Sophos continues to have a strong reputation for support and service from customers and the management interface achieves a good balance of simplicity without sacrificing depth of control.  (ANALYST REPORT) READ ABSTRACT |

Email Security: Magic Quadrant for Email Security Boundaries, 2008 by Proofpoint, Inc. October 22, 2009 - (Free Research) The email security market is maturing, but speed and breadth of spam detection, and management and reporting capabilities, continue to differentiate vendors. This paper will discuss what you need to know about spam filtering, outbound content filtering, and available email security solutions in various delivery models.  (WHITE PAPER) READ ABSTRACT |

Practical and Flexible IT Service Management for the Real World by Numara Software January 06, 2009 - (Free Research) This webinar will show you why Numara® FootPrints® 9, a highly flexible and practical service desk solution, is the best value in the service desk market today.  (WEBCAST) READ ABSTRACT |

Magic Quadrant for WAN Optimization Controllers, 2009 by Blue Coat June 30, 2009 - (Free Research) WAN optimization controllers seek to improve applications performance and reduce bandwidth requirements by intelligently managing traffic across the WAN. This analyst report presents a snapshot of the current market situation as well the results and explanation of Gartner's study of nine separate WOC vendors. Read the full report to learn more.  (ANALYST REPORT) READ ABSTRACT |

Selling to the C-Level: How to Convince Company Leaders to Buy by ZoomInfo November 09, 2009 - (Free Research) This paper examines how to conduct successful C-level sales calls and the psychological strategies and linguistic tactics that help you convince company leaders to buy. Read on to learn the five steps for conducting the successful C-level sales call.  (WHITE PAPER) READ ABSTRACT |

Information Security Magazine - September 2009: Readers’ Choice Awards by Information Security Magazine September 15, 2009 - (Free Research) This issue of Security Information Magazine features the 2009 Readers’ Choice Awards. For the fourth consecutive year, our readers voted to determine the best security products. A record 1,721 voters participated this year, rating products in 17 different categories. There’s also a great article on the facts and myths about encryption and more.  (EZINE) READ ABSTRACT |

VMware ACE 2 Enterprise Edition: Desktop Virtualization Solution by AMD and VMware, Inc (E-mail this company) VMware ACE 2 Enterprise Edition delivers desktop virtualization solutions for enterprise users. Use VMware ACE 2 to deploy an ACE virtual machine as an IT managed “virtual laptop” to remote workers, provision controlled desktop images as sandbox environments or run legacy operating systems & applications on an existing PC as you migrate to Vista.  (SOFTWARE PRODUCT)

The Name Game: Malware Naming, Shape Shifters, and Sympathetic Magic by ESET September 14, 2009 - (Free Research) Read this paper for an in-depth discussion of malware identification, naming and classification and an exploration of the most useful ways for administrators to detect and analyze threats.  (WHITE PAPER) READ ABSTRACT |

Magic Quadrant for Secure Web Gateway, 2008 by Blue Coat September 11, 2008 - (Free Research) Secure Web gateway solutions protect Web-surfing PCs from infection and enforce company policies. Incumbant providers have been slow to respond to changing demands, while new vendors are struggling to get the right product mix and prove their mettle in the demanding enterprise market.  (ANALYST REPORT) READ ABSTRACT |

EMA Impact Brief: CA Spectrum Service Assurance Bridges Service Management Gap by CA October 19, 2009 - (Free Research) Read this brief paper to learn how the new CA integrated service management product offers real hope for beleaguered IT organizations that are trying to bring together the pieces to build an integrated service management story.  (WHITE PAPER) READ ABSTRACT |

Customer Relationship Management: The Winning Strategy in a Challenging Economy by Microsoft April 08, 2009 - (Free Research) In a growth economy, businesses typically spend aggressively to stoke the growth engine. When money is tight, however, organizations seek more cost-effective ways to nurture their business expansion. This paper explains how organizations can save money over tough times and find themselves better positioned to take the lead when times improve.  (WHITE PAPER) READ ABSTRACT |

Managing the Amazon Elastic Compute Cloud with CA by CA October 30, 2009 - (Free Research) Read this paper to learn how innovative management solutions from CA add comprehensive support for Amazon EC2 with real-time automation, application performance, service, and database management.  (WHITE PAPER) READ ABSTRACT |

Drive Business Processes: Achieving the "Last Mile" of Business Productivity by Microsoft March 01, 2007 - (Free Research) Bring the two most powerful information systems in your business together more intuitively and more completely than ever before. Microsoft Dynamics and the Microsoft Office system work together in new ways to help workers reach the information and people they need to be productive and deliver excellent customer service.  (WHITE PAPER) READ ABSTRACT |

Accelerate ITIL Initiatives by Bomgar Corporation (E-mail this company) March 01, 2008 - (Free Research) In this video, Joel Bomgar, Founder and CEO of Bomgar Corporation, explains how Bomgar fits into the ITIL framework, accelerating your ITIL initiatives through more efficient and effective Incident Management and Problem Management.  (VIDEOCAST) READ ABSTRACT |

Managing Risk through Financial Processes: Embedding Governance, Risk and Compliance by SAP AG November 01, 2008 - (Free Research) To find out how senior executives view their financial processes, the Economist Intelligence Unit surveyed a global sample of mostly financial executives in September 2008. Some respondents focused on the importance of developing processes that reduced costs and improved efficiency. Others acknowledged the importance of cost and efficiency..  (ANALYST REPORT) READ ABSTRACT |

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