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The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center by Contactual, Inc.
March 02, 2010 - (Free Research) This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.
February 17, 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center by Infor CRM
July 22, 2009 - (Free Research) 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.
Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc.
February 11, 2010 - (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
Help Desk vs. Service Desk: Which One is Right for You by Numara Software
March 05, 2009 - (Free Research) This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
How to Achieve a Successful Mission-Critical SAP Application Migration Project by Red Hat
January 15, 2010 - (Free Research) Verizon had an increasing need to consolidate and standardize business applications, most notably, its Enterprise Resource Planning system. After a thorough evaluation period of multiple open source vendors, Verizon selected Red Hat Enterprise Linux as the standard operating system for the mission critical business application migration project.
Migration Corner by Cisco Systems, Inc.
October 23, 2009 - (Free Research) What are the business benefits, steps, and best practices of migrating legacy communications systems and applications (mobility, desktop clients, presence, contact center, and conferencing)? Ask, share, and learn basics to advanced from your peers, Cisco, and other experts. Help each other while helping yourself!
Networking and Unified Communications by CDW Corporation
September 01, 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.
Network Management Planning Guide by Blue Coat
August 2008 - (Free Research) This E-Guide explains the changes in traditional network management and how Web 2.0, SOA, IMS and other application-heavy delivery platforms are changing the management requirements.
Enterprise Private Clouds: Pitfalls to Avoid in 2010 by Surgient
January 2010 - (Free Research) In this podcast, learn how to implement a private cloud for your enterprise while avoiding common mistakes. Discover five cloud implementation pitfalls, including delaying a cloud project kickoff. Gain insight into key ways to ensure the success of your own cloud deployment.
The Move Toward IT Service Management (ITSM) Mobilization by BlackBerry
February 2010 - (Free Research) IDG Research Services recently surveyed more than 200 CIOs and senior IT and business executives at companies of all sizes to examine the benefits of giving employees mobile access to strategic business applications, including ITSM applications. This analyst report discusses the benefits of ITSM mobilization and key findings from the IDG survey.
Controlling the Cost of Audio Conferencing by Citrix Online
September 2009 - (Free Research) This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it.
Achieving Service Excellence Across The Enterprise by Numara Software
February 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..
The Business Value of Pervasive BI by SAP America, Inc.
February 2010 - (Free Research) This Aberdeen Analyst Insight draws on three discrete data sets in order to examine the business value of making access to BI more pervasive across the enterprise. The data shows that users taking such an approach have overcome a number of organizational challenges in order to drive significant business performance enhancements.
Cashing in on Customer Intelligence in the Financial Services Industry by Infor CRM
October 2009 - (Free Research) In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage.
Blackberry Solution Increases Customer Service for Corporate Real Estate Company by BlackBerry
February 2009 - (Free Research) J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients.
Learn to Improve SAP Order Management and Retain Customers in Today’s Tough Economy by Esker Inc.
July 2009 - (Free Research) This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems.
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