Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | Business Process Management (BPM) | Business Intelligence Solutions | Customer Self-service/ e-Self Help | Customer Information Management/ Customer Databases | Unified Communications / Voice & Data Convergence | Call Center Management | Compliance Management/ Sarbanes-Oxley Compliance

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The Hidden World of PDF Accessibility by Xenos Group Inc. June 17, 2010 - (Free Research) Online accessibility for the visually impaired is quickly becoming an integral part of many organizations’ customer satisfaction agendas. With PDF accessibility, enterprises with large statement requirements can ensure accessibility for the planning process for their ePresentment strategy, in particular PDF documents for statement and billing. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success by Microsoft September 14, 2009 - (Free Research) This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A Balanced Product Lifecycle Management (PLM) System Is Essential to Profitable Growth by Plex Systems July 20, 2010 - (Free Research) This paper explains how a comprehensive integrated PLM program enables improved productivity, accuracy, and decision-making – and ultimately increases profitability. Continue reading to learn more about how balanced PLM programs drive profitable growth. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enterprise Data Services in SOA using ODI Suite by Oracle Corporation February 01, 2009 - (Free Research) This whitepaper will demonstrate why Data Services are a foundation requirement for enterprise SOA deployments by describing just how valuable, and complex, business data is for the businesses that rely on it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

TiVo Reduces Call Center Costs by Google GSA March 20, 2009 - (Free Research) Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Addressing the challenges of implementing a customer-centric strategy by Infor CRM December 05, 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Top 10 Technical Considerations for Evaluating e-Commerce Platforms by Art Technology Group (ATG) July 23, 2010 - (Free Research) This paper offers ten considerations to help guide the selection criteria for your next e-commerce platform - which should ideally be the last e-commerce platform you would ever need to buy. Continue reading to learn these two technical considerations for evaluating e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering Superior Customer Value in Communications Firms: Enabling Optimal Offer Creation for Service Providers by SAP America, Inc. April 27, 2009 - (Free Research) For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Help Desk Authority Professional Edition - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Get On-demand Access to Accurate Tax Assignments for Cost-Effective Compliance by Pitney Bowes Business Insight August 16, 2010 - (Free Research) This paper discusses how insurers that once relied on manual research or ineffective zip code look-ups have found that accurate, cost efficient tax jurisdiction assignment is now in reach. Market leaders have adopted best practices that make it easier to take advantage of up-to-date data and precise assignment whenever and wherever needed. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Financial Close: Optimizing Performance and Driving Financial Excellence by SAP America, Inc. June 02, 2009 - (Free Research) The term "financial close" describes a corporation's ability to complete its accounting cycles and produce financial statements for internal management and external legal reporting. This paper identifies solutions to help organizations improve and sustain their close times and address the challenges associated with automating internal controls (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM+: An Innovative Approach to Agile Solution Development by Pivotal CRM, a CDC Software solution April 01, 2010 - (Free Research) Read this paper to learn about the CRM+ approach and how it can give companies a much-needed third option for developing applications that support extensive enterprise business processes and enable ongoing agility. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enterprise Communications: The Next Decade by Aspect, Inc. August 10, 2010 - (Free Research) This paper discusses how enterprise communications will continue to undergo significant changes during the next decade. Continue reading to learn what these changes in enterprise communications could be and what they could mean for your enterprise. You’ll also learn how to prepare for some of these major changes to ensure success for your company. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Responding to Workplace Disruptions: The Critical Role of the Help Desk by GoToAssist October 22, 2009 - (Free Research) When a workplace disruption hits, you need to act fast to ensure your employees are safe, keep them informed and maintain productivity. And who better to designate as a first responder than your help desk? This new Forrester white paper explores the critical role that the help desk should play in your organisation's business continuity planning. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Making a Case for Problem Solving in the Energy and Utilities Industries by IBM July 12, 2010 - (Free Research) Energy and utility companies can work smarter through better collaboration and greater insight, so that their employees can make more informed decisions that reduce costs, minimize waste and improve efficiency while improving customer satisfaction. Read this paper for more information. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs by Aspect, Inc. August 10, 2010 - (Free Research) Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Realize the Possibilities of the Data Center of the Future by CA Technologies. July 29, 2010 - (Free Research) The assure stage of CA's Data Center of the Future strategy lifecyle aims to manage IT service quality and delivery based on business impact and priority - top-to-bottom and end-to-end. Watch this animated demo to learn more. (VIDEO) VIEW ABSTRACT | GO TO

Measuring the Business Impact of Support by GoToAssist July 16, 2010 - (Free Research) Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Turning Customer Interaction into Profitable Relationships: Reaping the benefits of unified customer communication management (CCM) by Pitney Bowes Business Insight July 06, 2010 - (Free Research) Effective customer communication boosts customer loyalty, ensures compliance, and helps control a range of costs. However, most organisations take a fragmented approach to managing enterprise customer communications. Quocirca’s report examines how a CCM strategy can transform the impact of customer communications at every customer touch point. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Dell's SMART Approach to Workload Automation by BMC Software, Inc. April 17, 2009 - (Free Research) This white paper discusses why Dell chose BMC's CONTROL-M when they embarked on a broad initiative to integrate and upgrade its IT services to better satisfy business needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Value of Pervasive BI by SAP America, Inc. February 01, 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. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

10 Warning Signs that Your ERP System is Killing Your Business by Plex Systems April 10, 2009 - (Free Research) This paper describes the warning signs that an ERP system is killing a business, and suggests how companies can thrive with a new approach to business systems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Leveraging SAP Enterprise Support Services: A Journey to Lowering Costs by SAP America, Inc. June 23, 2010 - (Free Research) Hear from Ross Wainwright, Executive Vice President, SAP Field Services, and Greg Pike, Senior Vice President, SAP Active Global Support and gain insight into the cost-saving and problem-solving services that have the biggest impact, where and how SAP customers should begin using these services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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