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Adapt your contact center for increased customer satisfaction by inContact January 20, 2012 - (Free Research) This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. (VIDEO) VIEW ABSTRACT | GO TO

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 18, 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Inner Circle Guide to Speech Analytics by Calabrio, Inc. January 25, 2012 - (Free Research) Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 01, 2007 - (Free Research) Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 5 Ways to Make IVR Work For You and Your Customers by inContact January 18, 2012 - (Free Research) This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 26, 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

LAN CAT Pricing Tool / Energy Calculator by Avaya December 02, 2011 - (Free Research) The Avaya LAN Competitive Analysis Tool (LANCAT) provides a comparison of Avaya products vs. competitors in the industry. (ASSESSMENT TOOL) VIEW ABSTRACT | GO TO

Splunk at Autodesk by Splunk February 10, 2012 - (Free Research) This white paper highlights a customer service and operations system that streamlines your business' processes into one single view for ease of customer assistance, operations and security. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The True Cost of Virtual Server Solutions by Dell and VMware March 01, 2009 - (Free Research) In March of 2009, VMware contacted Taneja Group to conduct an assessment of how VMware ESXi 3.5 and Microsoft Hyper-V compare when it comes to hosting multiple virtual machines - what is referred to in this report as "VM Density." Read this analyst report to learn about key findings from this study. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google Apps January 05, 2009 - (Free Research) Content provided by Google. This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

6 Steps to Enterprise Resource Planning Implementation Success by IFS January 2007 - (Free Research) Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Airbus Americas Case Study: IT Team Delivers Back-up Communications on BlackBerry Smartphones without Increasing Workload or Costs by BlackBerry September 2011 - (Free Research) Access this case study to learn how a company implemented an emergency messaging system with an application that provides an up-to-date contact list pulled from the BlackBerry® Enterprise Server and corporate directory. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Stikeman Elliott LLP: IT Team Offers Legal Team More Functionality in their BlackBerry Smartphones by BlackBerry September 2011 - (Free Research) Access this case study to learn how a busy, mobile legal team successfully developed a Blackberry application to easily look up contact lists, access internal information about their firm and have an emergency communications system in place. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Sales Analytics by Oracle Corporation July 2008 - (Free Research) With more accurate sales forecasts and enhanced identification of potential problems and opportunities, Oracle Sales Analytics helps close business faster and increase overall sales revenue. Read this data sheet to learn more. (DATA SHEET) VIEW ABSTRACT | GO TO

Real-time Shop Floor Integration, Simplified: The Right ERP System Can Make It Happen by IQMS December 2008 - (Free Research) The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Address all your CRM needs with one system by Infor CRM December 2011 - (Free Research) Read this paper to learn about a business-specific solution that is designed with forward-thinking brands in mind. With all industries considered and all accepts of selling considered from sales to customer relationship management, this new system may fit all of your needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Gartner: The future of videoconferencing by ComputerWeekly.com September 2010 - (Free Research) With a transition to new endpoints, capabilities and services, changes are on thehorizon for videoconferencing, and the emphasis is now shifting to improvingendpoint coverage and adding reach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Boosting Efficiency with IT Process Automation by CA Technologies. June 2008 - (Free Research) As data center infrastructures become increasingly complex, so do the IT processes--such as incident management and server provisioning--that keep infrastructure up and running. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Expert Insight into Data Center Power Consumption and Spending Trends by Dell, Inc. and Intel April 2011 - (Free Research) Learn how businesses are reducing their current data center energy consumption and explore the steady rate at which server virtualization spending continues to increase. Gain insight into the downward trends in systems management spending and IT job advancement. (EGUIDE) VIEW ABSTRACT | GO TO

Optimizing the Data Center with Energy Efficient Servers by Dell, Inc. and Intel June 2009 - (Free Research) The Dell Energy Smart architecture provides a comprehensive, system-wide approach to balancing performance and energy use in new 11th-generation Dell PowerEdge servers - capabilities that are critical to simplifying IT and meeting the power and cooling challenges of enterprise data centers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Precision Cooling for High-Density Data Center Environments by Dell, Inc. and Intel December 2009 - (Free Research) As rack densities rise, cooling systems play an increasingly critical role in protecting sensitive IT systems and maintaining system availability. Using precision cooling and the SmartAisle containment system from Emerson Network Power can help IT organizations efficiently handle heat loads and create a cost-effective data center infrastructure. (ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

E-Guide: 2010 Data Center Trends by Dell, Inc. and Intel August 2010 - (Free Research) This expert e-guide offers an overview of SearchDataCenter.com's annual Data Center Purchasing Intentions Survey. Get insight into this year's trends around server hardware, operating systems and virtualization. Find out what your IT peers have made top priorities in their data centers this year and much more! (EGUIDE) VIEW ABSTRACT | GO TO

How Data Center Infrastructure Management Software Improves Planning and Cuts Operational Costs by APC by Schneider Electric February 2012 - (Free Research) Today’s IT pros are being challenged to convert their data centers from costly infrastructures into producers of business value. This resource explores how data center infrastructure management (DCIM) software tools can simplify operational processes, cut costs, and speed up information delivery. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Classification of Data Center Management Software Tools by APC by Schneider Electric February 2012 - (Free Research) This resource divides the data center management tools into four distinct subsets and provides definitions and examples of each. Learn how you can determine which physical infrastructure management tools are needed to operate a data center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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