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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp. February 17, 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

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

Controlling Wireless Costs with any Connection Reporting: Supporting Three Dimensions of Mobile Intelligence by Fiberlink Communications March 05, 2010 - (Free Research) In this white paper we will provide a general overview of Any Connection Reporting. We will then look at specific applications of this technology and see how organizations can use it to solve problems 3G, connectivity plans and so much more. (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

CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs by Pivotal CRM, a CDC Software solution July 23, 2009 - (Free Research) How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc. December 01, 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

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

Dimension Data Helps CommVault Create Integrated Global Contact Center and Maintain Top Performance Leveraging Uptime Powered by Cisco Services Support by Dimension Data February 25, 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

Achieving Service Excellence Across The Enterprise by Numara Software February 01, 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility.. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top 10 Reasons Customers Choose SAP for Business Transformation by SAP America, Inc. January 01, 2006 - (Free Research) SAP is a customer’s company, whose organization is designed for, and encouraging of, innovation in all its aspects - from product development to product delivery to product implementation. Read this white paper to discover the top 10 reasons why customers choose SAP for their business transformation. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Challenge to Achieve Perfect Order Management by SAP America, Inc. January 23, 2009 - (Free Research) Superior order management can be a competitive edge across the board, improving customer satisfaction and retention as well as your bottom line and top line. (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

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

Infor CRM for Travel & Leisure by Infor CRM July 01, 2009 - (Free Research) Enterprising companies in travel and leisure are using Infor CRM for Travel and Leisure to create a continuous customer dialogue and deliver the highest impact offers at the moment of interaction across business units and channels. (BROCHURE) VIEW ABSTRACT | GO TO

Webcast: Best Practices for Migrating SAP Applications from UNIX to Red Hat Enterprise Linux by Red Hat January 15, 2010 - (Free Research) Jointly presented by REALTECH consulting and Red Hat, this webcast will highlight the top considerations for customers looking to migrate their SAP applications to Red Hat Enterprise Linux. Topics include building the business case for migrations, top considerations while planning your migration, and more! (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Blackberry Solution Increases Customer Service for Corporate Real Estate Company by BlackBerry February 26, 2009 - (Free Research) J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Learn to Improve SAP Order Management and Retain Customers in Today’s Tough Economy by Esker Inc. July 10, 2009 - (Free Research) This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Increasing Competitiveness and Reducing Costs in Today's Economy by Microsoft Corporation India Pvt Ltd November 24, 2009 - (Free Research) This paper outlines the Microsoft Business Productivity Online Suite, illustrates its relevance to small and midsized business customers, and provides the resources to help you evaluate how your business might benefit from the service. (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 how just how valuable, and complex, business data is for the businesses that rely on it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Infor - ERP LX by Infor September 2008 - (Free Research) Infor ERP LX, the next version ERP BPCS, is a scalable, comprehensive, flexible and integrated ERP solution for mixed-mode and process manufacturers operating in an IBM System i environment. The solution improves the efficiency of core business processes. (DEMO) VIEW ABSTRACT | GO TO DEMO

CRM for the Professional on the Go by BlackBerry December 2006 - (Free Research) Mobile CRM is something that needs to be considered now. As a business leader, you might have put it into your mental to do later box, but the reasons to make it a priority are compelling. Read this paper to discover why. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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

Dealing with Chaos: 4 Steps to Manufacturing Success by Infor September 2008 - (Free Research) Manufacturers must be prepared to recognize impending change as early as possible, assess the potential impact, determine the optimum strategy for dealing with the change, and implement that strategy in the most effective way possible. In this white paper you'll learn 4 steps toward developing chaos-tolerant business processes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Make Indirect Procurement Outsourcing Work Effectively by SAP America, Inc. March 2010 - (Free Research) Consider how procurement outsourcers have helped customers improve strategic sourcing, contract negotiations and operational procurement. Yet they need to connect these areas with integrated, sourcing-to-settlement procurement processes by providing customers with standard processes and platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Owens & Minor Migrates Off Mainframe to Windows to Enhance Customer Service, Improve Flexibility, and Drive Innovation by Micro Focus, Ltd December 2009 - (Free Research) Owens & Minor needed to modernize its existing, business-critical enterprise systems while retaining unique business logic. Maintaining the competitive advantage embedded in this business logic while reducing costs to enable re-investment in customer-led improvements was imperative. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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