Customer Relationship Management (CRM) | Customer Service (General) | Virtualization | Customer Experience Management (CEM) | Customer Interaction Management | Help Desk and Call Management | Networks | Wireless Technologies and Mobile Computing | Contact Center Management | Call Center Management

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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact August 08, 2011 - (Free Research) This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. (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

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. (EZINE) VIEW ABSTRACT | GO TO

Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited January 05, 2012 - (Free Research) With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center by inContact January 10, 2011 - (Free Research) Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Network Foundation - Cisco 1700 Series by Cisco Systems Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

The 10 worst practices for Technical Support and how to overcome them by NTR Global November 17, 2011 - (Free Research) Delivering superior service and support is more important than ever as companies strive to differentiate themselves from the competition. In many organizations, service quality is governed by self-harming "worst practices" instead of productive best practices. Learn what these practices are and how to avoid them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Global Instant Remote Support for Multi-Agent Teams by NTR Global November 17, 2011 - (Free Research) Support Ultimate’s allows MSPs and high-volume customer call centers to quickly and efficiently handle end-user requests across multiple platforms globally. Find out how this software can solve problems in real-time and increase customer satisfaction with a robust diagnostic and troubleshooting toolkit. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

crystalreports.com for Salesforce.com: Exception and Sales Reporting by Business Objects crystalreports.com is a Web-based report-sharing service that allows you to share Crystal Reports with the right people - simply and securely. Create advanced reports from your Salesforce.com data. Dig deeper for answers using graphs with drill down capabilities. View, schedule, refresh, and distribute reports online - inside Salesforce.com.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs by inContact January 10, 2011 - (Free Research) This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM Your Salespeople Will Love by Oracle Corporation September 2007 - (Free Research) Customer Relationship Management (CRM) can bring enormous benefits to companies, but only if users adopt it. Explore user adoption problems and an overview of the newest CRM features designed to drive ease of use and high rates of user adoption. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc. June 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SAP Supports Applications on VMware Platform: An Industry Milestone by VMware, Inc. October 2008 - (Free Research) The partnership with SAP gives VMware the opportunity to address an additional large segment of the enterprise market, and enables SAP to sell its products on the industry-leading virtualization platform. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

ReferenceWare by SkillSoft Corporation ReferenceWare – the fastest way to problem-solve and learn - provides full access to the unabridged contents of thousands of business and technology titles in a searchable, collaborative environment!  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

IT in the UK SMB (Small and Medium sized Business) Sector by ComputerWeekly.com January 2012 - (Free Research) This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations. (IT BRIEFING) VIEW ABSTRACT | GO TO

Wireless - Aironet 350 Series by Cisco Systems The Cisco Aironet 350 Series of wireless LAN (WLAN) products leads the industry in performance, security, and reliability with cost effective solutions for the enterprise and small and medium-sized businesses. The Cisco Aironet 350 Series access point provides an ideal solution for customers who desire a non-upgradable IEEE 802.11b solution.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

Improving Sales Effectiveness In a Buyer’s Market by SAP America, Inc. December 2011 - (Free Research) This paper details the results of a survey of 160 firms with annual revenues of $250M or more conducted to determine whether their customer relationship management (CRM) software is addressing the changed and changing requirements of sales reps as they develop relationships and pursue opportunities in light of ever increasing buyer expectations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Riverbed Helps Meridiana fly Meet Increased Demand for Online Travel Bookings by Riverbed Technology, Inc. November 2011 - (Free Research) Online airline and travel group Meridiana fly needed a faster, more cost-effective way for its growing customer base to book reservations online. They turned to the Riverbed Stingray Traffic Manager, which ensured a fast, responsive website that could cope with increasing high-demand. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Storage Magazine October 2011 by SearchStorage.com October 2011 - (Free Research) In the October 2011 cover story of Storage magazine, Phil Goodwin provides a status update on solid-state storage technology. Learn about the various use cases for solid-state storage and find out the different forms of solid-state technology on the market today. (EZINE) VIEW ABSTRACT | GO TO

IT Courseware by SkillSoft Corporation SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

VDI Done Differently: A Case Study - Planned Parenthood League of Massachussetts by Virtual Computer, Inc. May 2011 - (Free Research) This case study reveals how the IT department for one of the largest freestanding health care providers in the state of Massachusetts reduced operational costs and improved computing experience for their end-users through virtualization. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Mobility - Aironet 1100 Series by Cisco Systems The Cisco Aironet® 1100 Series delivers an affordable and upgradable 802.11b wireless LAN (WLAN) solution, setting the enterprise standard for high performance, secure, manageable, and reliable WLANs.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

Strategies for Cisco VPN Client Large-Scale Deployments by Global Knowledge Network, Inc. March 2006 - (Free Research) This paper explores the tools Cisco provides to simplify mass deployments of the VPN Client. The two methods are discussed: the creation of an installation CD-ROM and network-based installations. I will explain how to reduce calls to the Help Desk by locking users out of advanced configuration functions in the user interface. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Provergent Suite - Telecom Order & Inventory Software by Digital Fairway, Inc. The Provergent Communication Asset Management Suite helps to manage the planning, procuring, provisioning, auditing & delivering of communications services. Provergent allows you to build accurate & easy to manage centralized inventories, backed up by automated provisioning processes to manage all moves, adds, changes & deletes in the inventory.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Security - Pix 500 Series Firewalls by Cisco Systems The world-leading Cisco PIX Security Appliance Series provides robust, enterprise-class, integrated network security services including stateful inspection firewalling, protocol and application inspection, virtual private networking, in-line intrusion protection, and rich multimedia and voice security-in cost-effective, easy-to-deploy solutions.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

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