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Contact Center Management | Customer Service (General) | Call Center Management | Customer Relationship Management (CRM) | Help Desk and Call Management | Contact Management | Customer Experience Management (CEM) | Automatic Call Distribution ACD | Marketing Management | Software Configuration Management (SCM)

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Unified Communications Implementation: The 7 Areas of your Business That Must be Primed by Avaya Inc. September 2008 - (Free Research) In this E-Guide, you will find a list of important questions that should be asked of you and your organization when you are considering a unified communications implementation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SIP Trunking in the Next-Generation Contact Center by Acme Packet December 2008 - (Free Research) This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Implementing a Telecommuting Program by Avaya Inc. June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Information Quality Protection and Assessment by Datanomic A Customer Information Quality Assessment (C-IQA) provides a systematic review of your customer data, reporting on key information quality metrics to help you understand how effectively you are able to manage your customers.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

6 Steps to ERP Implementation Success by IFS February 2008 - (Free Research) Implementing ERP, CRM, EAM is complicated. Here are six simple steps to take in order to manage that complexity. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IFS Enterprise Asset Management - EAM / CMMS by IFS IFS Enterprise Asset Management (EAM) is an information management system that connects all departments and disciplines within a company, making them an integrated unit.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc. February 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Actuate Performancesoft Suite: Performance Management Solution by Actuate Actuate’s combination of practical expertise, state of the art software and unparalleled customer support is unlike that of any other organization offering Performance Management solutions in the market today.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc. June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Increase First Contact Resolution: The Key to Superior Support by Citrix Online - GotoAssist July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Advanced Professional Services Automation / Project Portfolio Management by Unanet Technologies (E-mail this company) Unanet PSA/PPM software is an earned value management system that improves resource scheduling and forecasting, project management, project portfolio management, project accounting, timesheets and expense reports for government contractor, professional services, advanced technology, and Fortune 100 internal services organizations.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Developing a Spectacular Support Structure by Numara Software April 2008 - (Free Research) In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Data Integration Solution - Rapid Implementations by Infosolve Technologies, Inc. Utilize an integrated solution that combines all the key components critical for a successful data integration implementation. Explore cutting edge best practices that can lead to a highly standardized approach to all stages of implementation.  (SERVICE) GO TO DETAILED REPORT

Botniabanan AB, Sweden by Alcatel-Lucent August 2008 - (Free Research) Botniabanan AB required a state-of-the-art communications solution for Sweden new high-speed line, Alcatel-Lucent is responsible for the design and deployment of radio communications solution for the Bothnia line 13 tunnels. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Expensewatch.com: T&E Expense Reports, A/P Invoice Management & Purchasing by ExpenseWatch.com Expensewatch.com offers best-of-breed modules for Travel & Entertainment Expense Reports, Purchasing, and A/P Invoice Management that work together as a fully integrated suite or stand alone separately.  (ASP) GO TO DETAILED REPORT

OnDemand Professional - Documentation, Training, and Support for Rollouts by OnDemand Software (E-mail this company) OnDemand Professional is the solution for ensuring change management, achieving organizational readiness, and maximizing ROI. Through a collaborative user and expert environment, OnDemand Professional turns knowledge into productivity and ensures on-going end user competency.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Extraordinary Customer Service by Avaya Inc. June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Voice-Enabling Salesforce.com with SalesByFone by Angel.com October 2008 - (Free Research) SalesByFone by Angel.com makes it possible to access, update, and manage accounts, contacts and leads directly in salesforce.com through voice commands over the phone. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates, Inc. February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

OnDemand Professional by OnDemand Software OnDemand Professional offers a comprehensive platform to develop robust content and begin the process of successful change management.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Customer Support Solution by Extraview Corporation (E-mail this company) As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

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