Customer Relationship Management (CRM) | Customer Service (General) | Contact Center Management | Customer Experience Management (CEM) | Customer Interaction Management | Mobile Device Management | Call Center Management | Wireless Technologies and Mobile Computing | Unified Communications / Voice & Data Convergence | Lean Manufacturing

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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

Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact September 15, 2011 - (Free Research) If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 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

LAN CAT Pricing Tool / Energy Calculator by Avaya December 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

Shamrock: Building Supplier Keeps Business Growing by BlackBerry September 2011 - (Free Research) Access this case study to learn how one company deployed BlackBerry® Enterprise Server Express to provide the company with many of the same BlackBerry® smartphone features that employees were accustomed to using, without additional software or user license fees. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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

Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects August 2007 - (Free Research) Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Assessment Cross-Channel Experience Assessment by IBM November 2011 - (Free Research) This paper offers information on rapidly developing a cross-channel strategy that reflects current customer trends and priorities, assesses a company’s Channel Capability Maturity, and helps to determine optimal future maturity needed to support the channel strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 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

Cloud Computing - Latest Buzzword or a Glimpse of the Future? by Google Apps November 2010 - (Free Research) Content provided by Google. This paper provides a snapshot of what is happening in the arena of cloud computing. What are the benefits? Why are businesses embracing it? What does it mean to a business owner or executive? How does it affect the workplace? What are the payoffs and the pitfalls? Is it really ready for "prime time"? (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Security Whitepaper: Google Apps Messaging and Collaboration Products by Google Apps July 2010 - (Free Research) Content Provided by Google. Google Apps provide familiar, easy to use products and services for business settings. These services enable customers to access their data virtually anytime and anywhere from Internet-capable devices. This computing environment is called "the cloud." Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Consolidating SAP Applications to Linux on Power by IBM December 2010 - (Free Research) IDC studied a group of enterprises that had run SAP applications on IBM Power Systems servers running Linux server operating environments for several years to find out how those investments had impacted operational costs over time. Read this white paper to learn the key findings of the study and their implications for your IT operations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Business Value of Large-Scale Server Consolidation by IBM February 2011 - (Free Research) This paper examines the results of an IDC study of enterprise organizations that have deployed IBM Power Systems to achieve workload consolidation, improved uptime, and reduced operational costs. These systems are highly virtualized platforms that supported consolidation of workloads and provided near-term payback from the initial investment. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

ITG Management Brief: Cost/Benefit Case for Enterprise Warehouse Solutions by IBM September 2011 - (Free Research) Data warehousing has emerged as one of the IT world’s fastest growth areas. Demand for high-quality, current information and for tools to interpret and exploit it shows no signs of abating. The report provides an in-depth comparison of three platforms designed for this purpose. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enterprise Reporting Sound Step to Performance Managements by IBM January 2012 - (Free Research) Using enterprise reporting, an organization can progressively address immediate reporting needs, use business intelligence (BI) capabilities to acquire greater insight, extend BI to more users and prepare a platform for the future that includes the implementation of performance management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Infrastructure Strategies for Desktop Virtualization by VMware, Inc. December 2011 - (Free Research) Check out this resource center to discover an array of content for creating a virtual workspace, and eliminating the guesswork from the implementation of a strategic next generation end-user workspace infrastructure. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Key steps for developing an enterprise information management strategy by IBM January 2012 - (Free Research) When developing an enterprise information strategy (EIM) strategy, organizations should take initial steps to ensure success. In this e-guide, readers will learn key steps as they relate to planning, data governance and risk, business requirements, staffing and more. (EGUIDE) VIEW ABSTRACT | GO TO

Streamline Enterprise Application Upgrades with Integrated Data Management by IBM April 2011 - (Free Research) The enterprise applications that you rely on to run your business must remain current if you want them to deliver competitive advantage consistently. In view of a number of business drivers—including changing processes and requirements, upgrade deadlines. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Application Retirement: Enterprise Data Management Strategies for Decommissioning Projects by IBM December 2008 - (Free Research) This paper describes how incorporating an enterprise data management solution into your decommissioning project can help your company increase the business value of your enterprise applications. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Optimizing virtual cloud infrastructures for the Efficient Enterprise by Dell, Inc. April 2011 - (Free Research) By close collaboration on development and integration, Dell and VMware heighten IT flexibility with a comprehensive approach to data center virtualization—including innovative plug-ins to simplify management of physical devices in virtual environments. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building the Efficient Virtual Infrastructure by Dell, Inc. February 2011 - (Free Research) Join Enterprise Efficiency and Dell for an in-depth discussion of how enterprises can build open, capable and affordable virtual infrastructures that produce the IT efficiency they demand. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Automation and Integration Vital for Efficient Datacenter Operations by Dell, Inc. February 2011 - (Free Research) This white paper describes how the use of virtualization and the evolution of enterprise datacenter environments require IT infrastructure management teams to integrate and automate operations using state-of-the-art tools and best practices; and how Dell's Advanced Infrastructure Manager can help enterprise datacenters operate more efficiently. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

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