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Self-Service: Putting Customers First Makes You a Winner by Microsoft April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft June 01, 2009 - (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

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

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

Cisco Unified Communications: Unifying Communications Infrastructure by Global Knowledge December 2008 - (Free Research) Cisco's unified communications vision combines individual systems with different communications capabilities into a cohesive, powerful communications ecosystem that allows a business to revolutionize itself overnight. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc. December 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp. February 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 5 Requirements for High-Performance Operational Data Integration by Oracle Corporation March 2010 - (Free Research) This webcast presents the top 5 requirements for implementing high-performance and reliable solutions for integrating data across your operational systems. Real-world customer implementations will be highlighted. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Deduplication Enabled Disaster Recovery: An Overview of the Breakthrough ProtecTIER Replication Offering by IBM by IBM August 2009 - (Free Research) This paper describes the native replication feature of ProtecTIER®, IBM’s enterprise-class deduplication solution, and demonstrates that deduplication-enabled replication provides dramatic improvements to Disaster Recovery operations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Data Center Consolidation & Business Continuity by Blue Coat March 2009 - (Free Research) Consolidating data centers directly affects OPEX by reducing costs -- not only of buildings, but the staff to run the data centers -- as well as reducing the complexity of the network. When consolidation is well architected, it calls for data mirroring, storage replication, and backup processes in order to proactively plan for business continuity. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Windows Server and Storage eBook, Ch 3 - Assess Your Data Center Storage Needs by Dell, Inc. and Intel August 2009 - (Free Research) Servers play a crucial role in daily enterprise operations. But even the most powerful and resilient servers are useless without adequate storage. Storage solutions contain the operating systems, applications and virtual images needed to operate every server. This eBook chapter will help you better understand your data center storage challenges. (EBOOK) VIEW ABSTRACT | GO TO

Best Practices: VMware Monitoring with Operations Manager 2007 and MOM 2005 by Veeam Software November 2009 - (Free Research) This document describes an end-to-end solution for monitoring and managing VMware vSphere or Virtual Infrastructure 3 using a full integration with Microsoft Systems Center Operations Manager (Ops Mgr) to produce a comprehensive image of system health with minimal impact on your operations staff. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Integrating IP Address Management for Real-time Data and Services Delivery with Central Monitoring of DNS and DHCP Services by Infoblox March 2009 - (Free Research) This paper explains the importance of IP address management, discusses the criteria for an ideal IP address management solution, and explains the features and advantages of the Infoblox IP address management solution. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Blackberry Solution Used for Roadside Surveys on Child Seat Safety by BlackBerry February 2009 - (Free Research) When researchers from the University of Windsor needed a mobile strategy for conducting a National Child Seat Safety Survey across Canada, they turned to a Blackberry to help gather the data and accurately download the it automatically to an analytical database. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Global business Xchanging shares results of proactive IT operations implementation by BMC Software, Inc. March 2010 - (Free Research) This webcast explores how IT pros can better align their departments with the scope of the business.  Learn how business service management can enhance customer service, improve service availability, and optimise performance of critical systems. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Dell servers & storage help with data center hardware consolidation by 40%, improving application performance and growth headroom 200% by Dell, Inc. and Intel August 2009 - (Free Research) Read this paper to find out how Instantis managed to accommodate rapid customer growth, deliver outstanding performance, ensure “five-nines” availability for customers around the globe, cut ongoing IT costs, and reduce the environmental footprint of data center operations through reduced energy consumption. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Dimension Data Helps CommVault Create Integrated Global Contact Center and Maintain Top Performance Leveraging Uptime Powered by Cisco Services Support by Dimension Data February 2010 - (Free Research) In early 2007, amid rapid international growth, CommVault saw a need to improve customer service and support while holding the line on costs. Learn how they used both Cisco's Unified Contact Center Enterprise (UCCE) solution and Uptime powered by Cisco to integrate their international contact centers and expand their use of IP telephony. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Fibre Channel Essentials by Global Knowledge January 2010 - (Free Research) The protocol utilized to transport data between servers and storage for High Performance Computing (HPC) and to define a Storage Area Network (SAN) is Fibre Channel(FC). Fibre Channel is an "invisible" protocol, because it is only known to the technicians that implement it and keep it working. This paper will provide an overview of this technology. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

VoIP Vulnerabilities by McAfee, Inc. March 2010 - (Free Research) The malicious behavior that we have seen in other media already plagues Internet voice calls. This report examines vulnerability trends as well as protocol- and application-layer attacks. Read this white paper to gain both a general and technical overview to the threats against VoIP and learn how to protect and remediate against them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

As the market turns around... a hot new communications service market emerges by Hewlett-Packard Company November 2009 - (Free Research) Communications as a service (CaaS) is a hot new market that promises to grow quickly. Small and medium businesses (SMBs) that need enterprise-class communications services already do business with service providers. This study focuses on the factors that are driving CaaS and how service providers can take advantage of them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Windows Server and Storage eBook, Ch 4 - When Virtualization Enters the Server Room by Dell, Inc. and Intel August 2009 - (Free Research) In this searchWindowsServer.com eBook chapter, you'll take a glance at server virtualization, learn about the value of snapshots in backup and recovery, discover the keys to virtual fault tolerance and VM migration, and explore additional resources from Dell. (EBOOK) VIEW ABSTRACT | GO TO

How to save money, create value and extend asset life in a tough economy by Planon January 2010 - (Free Research) This white paper examines how organizations can meet the challenges of a down economy by extending capital asset performance, reducing maintenance costs and providing decision support guidelines around capital allocation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Protecting Server Data in Small and Medium-sized Businesses by Iron Mountain Digital September 2006 - (Free Research) Read this white paper to learn how to successfully protect server data outside a centralized data center and focus on specific needs and requirements for SMBs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Virtualizing Distributed Environments: Enterprise-Class Virtualization for Remote Office and Branch Office Infrastructures by VM6 Software October 2009 - (Free Research) This whitepaper provides the 4 best practices that IT leaders of ROBO organizations need to consider when virtualizing their businesses, providing ROI tips and establishing a roadmap for reducing the Total Cost of Ownership for virtualizing the distributed ROBO environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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