CRM without Compromise: A Strategy for Profitable Growth by SAP America Inc. This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, more... >> Discover more offerings from SAP America Inc.

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Audio Conferencing 2.0: Control Costs & Simplify Administration by Citrix Online September 10, 2009 - (Free Research) In this paper, we're taking audio conferencing to an entirely new level. Built with Web-based administration and control, HiDef Corporate audio conferencing gives you crystal-clear audio plus the tools to extract maximum value from every call. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM without Compromise: A Strategy for Profitable Growth by SAP America Inc April 2007 - (Free Research) This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Video Whitepaper: Managing Risk and Uncertainty - An Executive's Guide to Integrated Business Planning by Oracle Corporation November 2009 - (Free Research) A time of unprecedented market volatility and competition calls for a new business strategy. View this video white paper to learn how integrated business planning can help your company align strategic, operational, and financial plans. (VIDEO) VIEW ABSTRACT | GO TO

Working Smart in IT Operations: The Case for Consolidated Operations by Hewlett-Packard Company October 2008 - (Free Research) This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Journal of Management Excellence - Introducing Management Excellence by Oracle Corporation June 2008 - (Free Research) A recent global study from Cranfield School of Management found organizations are too internally focused and did not use sufficient external information or benchmarking. A better understanding of management processes is needed. That is why we introduced our view on the management process: strategy-to-success. Read this whitepaper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Managing Risk and Uncertainty - An Executive's Guide to Integrated Business Planning by Oracle Corporation September 2009 - (Free Research) Read this white paper to learn how Integrated business planning can help your company align strategic, operational, and financial plans. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Process-driven Business Intelligence: Building Smarter Business Processes by Information Builders November 2006 - (Free Research) The concept of BAM revolved around the notion that data could be gathered at critical points and information produced that could give businesses the ability to make better decisions on a near-real-time basis. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Tiens Group: growing and cutting costs with a single, integrated, secure, and cost effective global network by Orange Business Services April 2009 - (Free Research) Read this quick case study to see how Tiens Group - a Chinese enterprise that does business internationally - was able to build a single network that handles all of their communications needs all over the globe and allows them greater growth potential while simultaneously reducing overheads. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Crossing the Chasm Between the Service Desk and Operations by BMC Software, Inc June 2009 - (Free Research) IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs by BMC Software, Inc June 2009 - (Free Research) Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..” (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Selection Criteria for Remote Support Tools: “Best-of-Breed” Products Speed ROI for Technology Investment by NTR Global October 2009 - (Free Research) Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IPControl - automated IP Address Management & DNS/DHCP server configuration by BT Diamond IP IPControl is a next-generation software system that enables service providers and enterprises to dramatically improve their IT infrastructure operational efficiency and service levels by automating IPAM and DNS/DHCP server configuration.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

Beyond Boundaries: A New Role for Finance in Driving Business Collaboration by SAP America Inc June 2008 - (Free Research) In June 2008, CFO Research Services conducted a research program among senior finance executives in the United States, Europe, Asia, and Australia. The research looked at what kinds of alliances companies are forming and how finance sees itself working with internal and external partners to establish and assess successful alliances. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Designing Compelling Business Intelligence Business Cases for an SAP® Software Landscape: Scenarios for Leveraging Solutions From SAP and Business Objects by SAP BusinessObjects June 2009 - (Free Research) A recent worldwide survey listed business intelligence (BI) as CIOs' number one priority for 2008, the third consecutive year BI topped the list. From a business user perspective, this translates into more interactive and pervasive BI, both creating a richer user experience and reaching every place where work is done. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Security in the Call Center: Verifying Customer Identities without the Inconvenience by RSA, The Security Division of EMC September 2009 - (Free Research) Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Leader in On-Demand Call Centers: Five9 Product Overview by Five9 September 2009 - (Free Research) Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. (PRODUCT OVERVIEW) VIEW ABSTRACT | GO TO

Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns by Five9 September 2009 - (Free Research) Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Get More Value from Audio Conferencing by Citrix Online September 2009 - (Free Research) Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

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

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America Inc February 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

HEALTHsuite® - Claims Processing Software by RAM Technologies, Inc. HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.  (ASP & SOFTWARE PRODUCT) GO TO DETAILED REPORT

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 2008 - (Free Research) After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The Auto Club Group - AAA Attains Executive-level Visibility into Critical Application Performance by Compuware Corporation July 2009 - (Free Research) How AAA improved operational efficiency by automating performance-monitoring efforts and provided executive-level dashboards with real-time views of application performance. Also, how AAA established baselines for ongoing performance monitoring and service levels. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

VUE Software: Enterprise Incentive Management by CSSI VUE Software solves the complexities of insurance sales commission and incentive compensation plans by delivering flexibility and automation. VUE Software’s web-enabled EIM solution reduces costs while driving accuracy and efficiency into your organization. This comprehensive solution provides the ease of a total solution from one vendor.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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