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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

The Lync Server Dial Plan: An Introduction to Preparing for Implementation by Global Knowledge September 29, 2011 - (Free Research) Access this resource for an overview of the configuration requirements that enforce calling privileges and call route selection, and discover how a voice policy is implemented. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HP Service Health Analyzer Brings Predictive Control to Real-time Service Delivery by Hewlett-Packard Company December 19, 2011 - (Free Research) This white paper details architectural, design and functional changes to current management systems. With these changes come a more streamlined approach to assimilate, model and analyze data from multiple sources in real time, as well as non-real time functions such as planning, change management, change review and asset optimization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Make smarter decisions with predictive analytics by Sybase, Inc. June 24, 2011 - (Free Research) In this paper, discover how Sybase IQ infuses organizations with fast, flexible access to information and analytics. Explore trends, forecast supply chain inventories more accurately, and optimize marketing results in ways you never thought possible. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CW+: Quocirca report: Predictive service excellence for printers by ComputerWeekly.com September 21, 2010 - (Free Research) Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime through automating service alerts, providing proactive toner replenishment and automatic meter reading. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

EMA white paper - Predictive control to real-time service delivery by Hewlett-Packard Company November 30, 2011 - (Free Research) Enterprise services management has greatly changed over the years. Read this white paper to get a grasp on the latest architectural, design and functional changes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 10, 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

From Data Warehousing to Insights - Enterprise Analytics by IBM June 29, 2011 - (Free Research) CIOs want to increase business returns from their data assets. Netezza's true data warehousing and analytical appliances free organizations from the complexity of data warehouse technology. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Analyst's take: IBM’s acquisition of SPSS is good news for SAS and SAP customers by ComputerWeekly.com January 31, 2011 - (Free Research) IBM’s SPSS acquisition gives SPSS users a broader support network, IBM Cognos users a predictive analytics platform, and more enterprise users one-stop shopping.  Looking to the future, that could mean analytics ― and better predictive decision making ― on every desktop. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Video: Customer Lifetime Value for IT by IBM January 17, 2012 - (Free Research) With technology underpinning much of the customer experience, IT and marketing must adopt new technologies to innovate and grow revenues. Watch this videocast now to learn how IBM SPSS Predictive Analytics enables marketers while reducing the burden on IT. (VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

Best-In-Class Spend Management Hinges On Spend Analysis by Ariba, Inc. January 09, 2012 - (Free Research) This research report examines the crucial set of processes that encompass spend analysis by exploring the pressures, strategic actions and capabilities of 132 organizations surveyed globally in September 2011. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Integrated and Flexible Business Intelligence Solutions are Vital for Better Business Decisions by Alteryx, Inc. January 11, 2011 - (Free Research) The right understanding and use of business intelligence solutions today is a key differentiator for giving enterprises an advantage over their peers. BI software provides the decision support necessary to improve business performance and help companies accelerate growth and improve efficiency. Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Implementing a Data Warehouse on Oracle Exadata Database Machine by Oracle Corporation November 30, 2010 - (Free Research) By using the Oracle Exadata Database Machine as a data warehouse platform you have a balanced, high performance hardware configuration. This paper focuses on the other two corner stones, data modeling and data loading, providing a set of best practices and examples for deploying a data warehouse on the Oracle Exadata Database Machine. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for a Data Warehouse on Oracle Database 11g by Oracle Corporation January 19, 2009 - (Free Research) In order to ensure the enterprise data warehouse will get the optimal performance and will scale as your data set grows you need to get three fundamental things correct, the hardware configuration, the data model and the data loading process. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Business Analytics: Nucleus Research Note - How Analytics Makes Midsize Companies More Profitable by IBM October 25, 2011 - (Free Research) Learn how you can improve operating results by enabling managers to make fact-based, data-driven decisions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customers Validate Value of HP Business Service Management Solutions by Hewlett-Packard Company December 19, 2011 - (Free Research) This paper details how HP's Business Service Management System worked for various companies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Research Report Excerpt: Designing a framework for BI and analytics success by BeyeNETWORK October 28, 2011 - (Free Research) In this expert excerpt, Wayne Eckerson explores why big data has become a hot topic. Learn how analytics allows you to make something of your data and deliver value to your organization. (EBOOK) VIEW ABSTRACT | GO TO

The Analytical Masses by IBM July 31, 2011 - (Free Research) This research presents a demonstrable connection between analytical adoption, and elevated business performance. This report is based on feedback from 222 executives in May and June 2011, across the globe. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Turbo-Charging Business Intelligence by Sybase, Inc. June 24, 2011 - (Free Research) This paper addresses how Sybase IQ and Complex Event Processing (CEP) technologies complement the portfolio of business analytics solutions from SAP. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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